Vodacom
reviews and complaints

I recently upgraded my phone at cellucity in canal walk (May 2017), Cape Town. I also requested for my address to be changed on my account as well as my name and surname as I had gotten married and provided them with a copy of my marriage certificate.
I was assured that my account billing would be a certain amount R787.50 which I signed for.
However, upon receiving my first invoice from Vodacom after upgrading (June 2017) I was billed R499 (R1286.50) more than what I signed for. Also my address and surname was not changed on my account.
I went into the store (3rd July) and spoke to the same gentleman that helped me upgrade my phone.
He immediately apologized and stated that I was not the first customer to complain about this on this particular day. He said he would send a request and have all my issues resolved. (My name and address change as well as being billed incorrectly).
2 days later I received an sms stating that the issues had been resolved. I phoned the cellucity branch in canal walk and confirmed that the issues had been resolved.

At the end of July I receive my vodacom invoice and once again the issue had not been resolved. I was again billed R499 (R1286.50) more than my account for which I signed and still my address and name has not been changed on my invoice. I had gone through the same procedure as described above, and still no rebate has been made to my account.

My current bill for August states the correct amount, R787.50, however, still my name and address has not been changed. This invoice might have been fixed but I have still been incorrectly billed for 2 months (R1000.00). I find this totally unacceptable and have a huge problem with this. I have requested that my invoice be sent to me. Now I do not receive my invoices as the address is not correct.

I logged a query on 02/08/2017 spoke with Natasha gave ref no [protected] mycell number is [protected] she advised me that she cancelled the service and will lo request to relevent department for reversal of the 1gb data i bought but i have been calling ever since being told i will receive sms or be called but never received any of those i spoke to different agents no positive response just wait wait wait i cant do that anymore and im fustrated right now can some one assisy me please.

I purchased a Galaxy S6 Edge Plus 32GB Gold on 08 September 2015 at Vodacom Shop in Tygervalley (Cape Town) I was informed by the salesperson that insurance on the screen will be valid for 24 months and that I had to keep the proof of purchase for reference. On 26 July 2017 my phone fell and the front bottom part of the screen were cracked. I returned to the Tygervalley Vodacom Shop with my proof of purchase the following day and they send the phone off for repairs. A few days later I received a call from your repairs department, informing me that the insurance was only valid for 12 months and that Vodacom apparently sent me a SMS to inform me of the laps of the insurance. I have however not received any notification and am extremely upset at this seemingly unilateral decision to stop the coverage. My understanding and the promise from the sales lady at Vodacom Shop was that I bought a phone with 24 months coverage on its screen included and as such I'm furious at this sudden change of agreement. I received my phone back and had to pay an additional cost for the quotation. The staff at Vodacomshop should have informed me properly on your products and even when I handed the phone in for repairs, they did not mention that the insurance were only valid for 12 months.

i ordered an online upgrade a few weeks ago - 24 July 2017; the delivery could not happen because I were not told that I had to leave an authorized letter for my wife to receive the package - it took 3 days for the address to change to my work address - in the mean I have cancelled the order with Ram as this is what I was told to do - I re-ordered the same phone upgrade - this took 2 weeks to arrive at my place of work - 8 August - I got a new sim with it as the old one did not fit - I contacted online help for a sim swop and was told that that the new sim will be active after 4 hours or then after 24 hours - I even went into the local store on 9 August but they said they could not help me because this was done online - more than 36 hours later - because of public holiday closure - I contact online help again - now I was told that the sim swop cant happen as yet because of the upgrade order is still open - this can now only happen after some kind of closure run on 31st of august - I spent an hour on the phone today - from 1 consultant to another - is there then no one with authority that can approve this sim swop and not let me wait another 3 weeks? big plse - I have never come accrss susch poor service... plse help

Good day! I want to take my name of your legal services and change status back to vodacom this was told to me by devin at the east rand mall divison post full payment of payment to you I now want to close this relationship with you I have not used this vodacom number since dec 2016 my id # [protected] dont tell me to phone you as your service providers hang up when I then luckily managed to rate the call and dialed zero the woman called back claiming a land line problem seriously!? You are a mobile network get real! I had proof of what transpired as the call was made from old mutual east rand. My full name is michele susan long I work night shifts so do not try to call me during the day, I also need to get my rest! Google shift work and realise that it is a fact of life. Give me an email address or email me at [protected]@gmail.com if the payment is not yet reflecting please.

To whom it may concern,

I have lodged a complaint with Vodacom South Africa in July 2017. I had recently upgraded my mobile contract with them and when the billing went off my bank account I was billed R350.00 more than the signed contract. The original complaint was lodged at the Vodacom store where the contract upgrade was done. Vodacom accounts department said they matter would be resolved in 7 working days and that the refund will be done back to my Bank account.. It has now been more than 10 days since my complaint and nothing has been resolved.. The original signed contract was sent to Vodacom as well as the invoice for the billing to show them in black and white that the billing was incorrect yet to date the matter is not resolved.

This is completely unacceptable as the next billing is due to go off my account next week Tuesday 15 August and the matter is still not corrected.

I have made several calls to them to fight this matter to no satisfaction n blame being passed.

Very unsatified customer

J Naidu

Dear Consultant

I signed a contract of R299 per month for an iphone 5s.

I never received an statement via email -or posted on to me.

Eversince I have been paying more than the contract. I called the customer care several time I am getting different stories. I have a lot that I don't even get excellent service.

I need help

[protected]

Good Day

I am using this contact function because the 'Email us' and 'Chat to us' functions via the Vodacom App are not working.

I am writing about your Double Data offer, and I'm sure many of your confused subscribers are contemplating doing the same.

The 'Double Data' function on the Vodacome App advises one that -

"Selected Promo data bundles are available via the My Vodacom App".

My question is WHERE ?

Nowhere, not through the USSD *111# nor the Vodacom.App is this offer available.

I have called Customer Services only to be told that 'the consultant did not have the answer but would return my call 'within an hour to answer my query'. That was almost a week ago. He never called back.

I'm becoming frustrated with Vodacom and their misleading offers and the inability to receive a legitimate and believable answer, notwithstanding the inability to contact them besides making a phone call.

I'd appreciate a response, and of course, the ways and means to obtain my 'double data'.

Hello

Vodacom usually debited my Standard Bank cheque account on the 25th of every month since the early this year (around January/February).
Prior to that, a now defunct ABSA Cheque account was debited and I called earlier this year to change these debit order details.

My issue is as follows (please track all correspondence that I have made on the number [protected] in your call records as evidence):

1. On the 25th of July – Vodacom did not debit my Standard Bank cheque account.
2. I called 111 on 26 July to alert Vodacom that I was aware that no debit order had been processed against my account. There were more than enough funds available in the account to process the payment.
3. The agent that I spoke to confirmed that Vodacom would then debit my account on the 2nd of August
4. On the 2nd of August, while there were again enough funds in my cheque account, no debit order was processed.
5. I then called on the 3rd of August, when I realised that the debit order was still not charged against my Standard Bank cheque account
6. The agent that I spoke to, indicated that the debit order was processed successfully and I warned her that I did not see the amount being charged to my cheque account. Again, there were enough funds for the debit order to go through
7. I then called again in the evening of 5th August and came across a rude consultant (her name is Thuli) who was impatient and showed no interest in understanding my issue. She told me that Vodacom had tried debiting my ABSA account on the 1st of August. Please remember that, in my opening paragraph I indicated that I changed my debit order details much earlier on in the year. And for the past few months, Vodacom had correctly been debiting my Standard Bank Account.
8. The attempt to debit a non-existent ABSA account was confirmed by another agent with whom I spoke on Sunday, the 6th of August. I then indicated that I would make an EFT payment because I had lost faith in Vodacom’s efficiency in the debit order processes.
9. I duly made the payment (July debit order of R217.49) this morning, the 7th of August.
10. When I called accounts this morning, just before making the payment, I was told that a returned debit fee had been applied to my account and that I was now due to pay R634.98 (presumably the July and August debit orders, plus R200 RD charge)
11. I indicated to the agent that I wasn’t interested in paying the RD charge since, as outlined in my issue above, I had made all effort to rectify the issue which was, in the first place not my error. She told me that the issue would take 7 to 14 days to be addressed and that she would SMS me the service request number. To this moment, I have received no such SMS.
12. Since I have lost all confidence in the debit order process at Vodacom, I called cancellations to request a lump sum payment that I needed to make such that the two contracts continue to maturity but that the debit order arrangement is cancelled.
13. The agent asked me to call Accounts for such information.
14. I then called Accounts, and Accounts told me that I would have to call Cancellations department.
15. I indicated that I had already done so, but was redirected to Accounts.
16. The agent in Accounts, with whom I spoke hung up on our conversation for some reason and my issue was still unresolved.

This is what I now need from Vodacom:
1. I want the EFT payment of R217.49 which I made to Vodacom to be applied to my account; i.e. I33379910
2. I demand that the RD charge, and any negative impact that this might have on my credit score be removed immediately
3. I do not want Vodacom to continue debiting any of my bank accounts – whether active or defunct
4. I want Vodacom to keep my two lines open until each contract reaches its respective maturity date
5. I am therefore requesting someone from Vodacom – whether Accounts, Cancellations, Retentions or whoever else is responsible – to give me the lump sum amount that I should pay in lieu of all future debit orders that would have been taken from my account. I want to make a once-off payment immediately to avoid any further debit orders coming from my bank.

Regards,

BB Molete

Why is vodacom still in business?... Why do they have a call centre when no one answers and when they do they clueless, unhelpful, and have no true interest in your concern?... Why are vodacom clients only a number and not taken serious?. Why is there no direct number to speak to top managers to get things done? Why? Why? Why?

Must we just expect bad service?
Must we just be happy with it?
I have no faith in vodacom... My story if explained will make you hair stand on your back... Shocking!

My name is Heide-Mari. I did my application online for a contract for a Huawei P8 Lite the Smart Data 2GB. I've done it on the 15th July. I've received a email shortly that stated that a call centre agent will phone me in 24 hours. I had to phone them! After being on the line for about 10 minutes the agent asked me to rate him and I'm glad I didn't! So the 22nd of July I've sent the email with my ID copy and latest pay slip, only the 26th of July I've received an email yet again stating that a agent will phone me to advise me on my application... It's the 7th of August and I'm still waiting for the phone call! This is very unprofessional and I will find another vodacom store to help me. If not I can still go to MTN or CellC!

Good morning,
My name is John Lupton-Smith id [protected], ph [protected], vodacom no:unknown at this stage.
I was called by an agent offering me a nokia 3 DUEL SIM PHONE, I accepted and went thru a very long application process, it was eventually authorised and the package delivered to me on Friday. I live in a rural area and it is quite a process to receive courier parcels (I waited the entire day to meet them on Friday, then eventually drove another 70 kms to avoid waiting any longer)
When I tried to activate the phone and sim card on Saturday, I discovered:
1.Incorrect device, Nokia 3 single sim not duel sim as specifically discussed.
2. sim card not working, still not working today (3 days later)
After several emails and phone calls, their solution is for me to send it back and start the entire application again!
For me this means spending a day waiting for the courier, a week and many hours to re apply, then another day to wait for the courier and what is the chance of them getting it right next time, after specifically requesting a DUEL SIM?
I request that they activate my sim, and swap my handset for the correct one.
Please advise, this is not a good start to a new cell phone service provider!
Thank you.

To who it may concern,

I have recently upgraded with a package consisting of 1300 minutes and 6g which I happily agreed on. On the 1st August I checked up on my balance and only had 1200 minutes and 6gig.

I called through to customer care from 11h58am, only to be cut off, put through to another department cut off again, system slow, cut off etc and have still not been helped. I sent an email to customer care the same day, 3 days later and have still not recieved feedback or a call.

This is frustrating in that I have to follow up on a contract that is not correct as well as deal with an hour call and still not resolved.

Please can you someone call me back on this matter urgently!

 Regards
Colette
[protected]@gmail.com

ive spoken to multiple agents and supervisors regarding my acc and still have no service. legal does not want to open my line.

the last person who told me it would be open is Robin (supervisor Legal)
its been 3 days since then and i still have no service my frustrations have lead to a stage where i feel like im not being taken seriously.

i would like my compliant escalated to someone who is serious about customer service or id have to black ball the network to get their attention.
which i dont want to do but seems like the only way.

I am so frustrated and disappointed with you guys right now. In all my years with Vodacom, I have never experienced such.

I upgrade my rooter in June from 2gig data to 5 gig data, beginning of July the new router was not activated but the old one was still working and I was told the new one will be activated this month. It's now the 4th of August and still same problem. Please can you cancel this and take back the new router. I'll keep my old one.

Last month I upgraded my phone and I was promised R200 airtime and 1 gig of data, I received the airtime but I never received the data. Please may this be rectified ASAP.

Have a new contract with vodacom and it is a laptop, my agreement with vodacom is to pay R425 each month which i never miss. I decided for vodacom to Debit every month on the 28th of every month but i realise now that it has been debiting R 587.49. I couldn't get notifications due to the loss of my phone but trusted it as i had a contract that i finished with them, I need my money back. This is daylight robbery and will go seek legal advice if needs be. Philile Memela.

My Samsung S6 requires a software upgrade urgently. WeFix has requested a copy of my summary contract from Vodacom in order to go ahead with the upgrade. They requested this information has proof that my phone is still under warranty. Since I did not upgrade my contract at one of the Vodacom outlets I was unable to retrieve a proof of purchase with them. This was done directly with your Head Office hence I contacted them to request this information. Since the 19th July, I have made several calls to your customer care centre and to date there has not been anyone competent enough to forward the information requested. How difficult can it you be forward a letter with my name and surname, phone details, start and end date of my contract and the company registration number. When you do call back and ask for a team leader/manager, the call centre agent almost mocks you, but responding, sure with pleasure I will transfer you, yet they transfer straight into your rate servicing line. The service received from Vodacom over the past two years has become atrocious! I am at the end of my contract with them and have no reason to continue with them as my cell phone provider.

My Phone got lost so i did stop it, i did put in an assurance claim and also they phone me yesterday to say that the claim was approved and that i can go to any vodacom shop. they told me i can look for a phone up to R5000. and what ever exceeds the 5000 i must pay 10% there off. now they have so many excuses and say for every R1000 that the phone will be i need to pay 10% of every R1000. i dealt with 2 of vodacoms staff and they are verry verry rude and dont have any cust service and always make empty promises or should i say lies. vodacom disgust me and i've been with them over 10 years. sies. i dont even feel like going to get a new phone. disappointed disappointed.

02/08/2017-03/08/2017 I am due for an upgrade on my contract, there is a deal for a Samsung Galaxy S8+ which includes a Dex Docking station & keyboard & Samsung Galaxy A3 2017, Microsoft office 365 & educational voucher. I selected this deal, completed the process, received confirmation emails, only to find that the deal did not go through, I have tried online 4 times in total, phoned 3 times, only to get told there is no stock (online shows stock available), did the upgrade telephonically again, was promised delivery in 3 days, to find again today that the upgrade did not register on Vodacom & upon phoning this morning was told that the deal was discontinued yesterday, the consultant hung up on me & I checked online, the deal is still there? Vodacom, this is false advertising & I insist on this deal as I have 4 confirmation emails but no upgrade has gone through? I have been a loyal customer for many years & insist to be treated with the same level of loyalty.