Vodacom

On about 2 weeks ago I called to cancel my 2 contracts with Vodacom as I had been offered a much better deal through MTS. The lady attending to my call then made an offer for a Samsung S7 phone and a tablet for each of the contracts. Deliver was due in 3 to 5 working days. In time I received 1 of the 2 deliveries for the contract [protected] but the other delivery did not follow. 2 days later I had still not received anything and called the Upgrades team only to be told that the Rose Gold S7 phone that I had requested (they did confirm that there was stock) was not available. At the very least why did no-one form Vodacom phone me to tell me that the phone was not in stock and offer me the option of a different colour. We then agreed that a silver one would be dispatched together with the Samsung tablet in terms of the deal agreed.

Today about 2 weeks after we agreed the deal in the first place I receive the delivery and it is wrong phone, no sim cards and no tablet.

I have phoned Vodacom to speak to Thembiso and Maria only to be told that it can take up to 5 working days to collect the phone (I cannot keep it as it has to be returned) and then another 5 working days for the correct delivery to be made. I cannot even go to fetch the correct items. I was also told that the process is absolute and rigid and that no manager, or even CEO can change the process. How on earth can this be considered as customer service.

Vodacom had better not charge me the higher monthly rate for the period that I have not had the phone as I promise that if this is the case I will take this complaint to the media

After 20 years of marvelous service from Vodacom I find it totally unacceptable that I now have to wait an additional 10 working days to get what I should have got in the first place.

I require that someone calls me on [protected] with a better resolution to the disaster caused directly by Vodacom.

Thanks

Lesley Callow
[protected]@fnb.co.za

I am absolutely shocked and appalled by the lack of service and total disinterest I have received from Vodacom.I have been contract holder with Vodacom for many years, but decided to cancel my contract at the beginning of March 2017 due to the poor service and product support I received from them.

Upon cancelling the contract, the consultant patiently listened as to why I had made my decision, and then offered me a different contract more suited to my needs. The consultant offered my a package of R200 airtime and 2gb data per month for a contract period of 24 months at a premium of R139 per month. I reconfirmed this with the consultant a number of times as it seemed simply to good to be true? Her response was that they would do what is necessary not to loose a customer?

However at the end of the month, when the debit order was processed, it was done incorrectly. After numerous calls, being transferred from one consultant to another, receiving shocking rudeness from a call centre supervisor (it seems to be call centre policy to be rude and unhelpfull) I receieved messages that my contract has been cancelled.

I again placed a call to Vodacom and was informed not to phone them again as they will contact me, which yet needs to happen.

I believe as a consumer, it is my responsibility to pay what is contractually required from me and that Vodacom should deliver what is contractually required from them. Unfortunately having to go through a call centre and having to speak to one consultant after the other which has each less interest than the other in resolving a customer query creates a never ending process which delivers no results. I am transferred from one department to the next not speaking to anybody who is capable in assisting me.

I am very shocked and dissapointed with Vodacom. I am not sure what to do next in order to resolve this matter? Clearly contacting the call centre is not a viable option.

Please see below email, I was advised 3 days for the delivery after been given an excuse that is unacceptable, as it is not possible as I have been paying a new contract since december.

3 working days would have been 20th march 2017. Taking into account that the 21st march was a public holiday the delivery should have been done in that week. It has now been 9 working days and still no delivery, I have been paying for a contract for 4months for 2 contracts and only having one phone.

This is the most pathetic and unprofessional service I have ever received.

Please note that this is also a violation of the consumer protection act,

I gave notice to cancel the above contract on 31 Jan 2017 – which was due process to follow – in terms of the contract terminating on 28 Feb.

Despite this, I have been debited for March and April and have been told by your consultants that another invoice has been generated for April, meaning that the debit order has not been cancelled and another debit is due to go off 1 May.

I have called Vodacom on five separate occasions to resolve this issue and on each occasion the consultant has agreed that the refund is due and that a service request was logged and that the refund will be processed within 48 working hours, but still nothing happens.

I have been told by CANCELLATIONS DEPT that Accounts/ Collections is responsible and when I asked today to speak to a manager in the Accounts / Collections dept and explained my frustration to him, he (Gsogang) promptly told me it has nothing to do with them and that I need to contact Cancellations again (6th time – really?) He could not assist and it was a problem for Cancellations, whilst I have been told by Cancellations the past 5 phone calls that Accounts needs to resolve this. When I expressed my frustration to him, he advised that I should direct my matter to the Complaints departments.

· IS THIS THE WAY TO TREAT LOYAL CLIENTS – I HAVE CALLED FIVE TIMES – EACH CALL TAKING APPROX 20 MINS - AND STILL VODACOM IS SENDING ME FROM ONE DEPT TO THE NEXT WITHOUT RESOLVING THIS ISSUE, WHILST ILLEGALLY DEBITING MY ACCOUNT FOR A CANCELLED CONTRACT. I HAVE BEEN A LOYAL CLIENT OF VODACOM FOR MANY YEARS, NEVER ONCE TRANSGRESSING THE TERMS OF THE CONTRACT – IS THIS HOW YOU TREAT GOOD CLIENTS?
· DOES VODACOM TRAIN THEIR MANAGERS TO ABSOLVE THEMSELVES FROM CLIENT ISSUES AND DIRECT IT AWAY FROM THEM, CHOOSING NOT TO TAKE OWNERSHIP OF ISSUES WHICH NEED URGENT INTERVENTION
· WHAT DOES IS TAKE TO RESOLVE A SIMPLE ISSUE – VODACOM IS CURRENTLY ILLEGALLY DEBITING MY ACCOUNT – IS THIS NOT A CONCERN TO THEM? ARE THEY NOT CONCERNED THEY ARE IN CONTRAVENTION OF THE CONSUMER PROTECTION ACT ?

I DEMAND THAT :-

· THIS ISSUE BE RESOLVED WITHIN THE NEXT 48 HRS,
· MY MONEY BE REFUNDED INTO MY BANK ACCOUNT,
· WRITTEN CONFIRMATION THAT THE DEBIT ORDER HAS BEEN CANCELLED AND
· THAT NO FUTURE DEBITS WILL GO OFF AGAINST MY ACCOUNT RELATED TO THIS MOBILE NO ;
· AN APOLOGY FROM VODACOM FOR THE DISGRACEFUL WAY IN WHICH THEY HAVE TREATED ME – A LOYAL CLIENT WHO HAS ALWAYS PAID ON TIME AND KEPT WITHIN THE PARAMETERS OF THE CONTRACT, UNLIKE VODACOM.

I reserve my rights herein until the matter is resolved satisfactorily as per above within 48 hours, failing which, the matter will be escalated.

I await your response.

Tania Pringle | Private Banker | FNB Private Wealth |
Willowbridge Place, 2nd Floor, Corner Old Oak Road & Carl Cronje Drive, Tygervalley, 7550
Tel:[protected] | Cell: [protected]

Good day

On your Catalogue page 24, April 2017 you advertise a Sony Experia with a watch for R299.00 pm. Since the 2nd of April 2017 ive been to 8 Vodacom stores including Vodaworld (pathetic service delivery to say the least) and none of your outlets have this stock and also never received it (apparently it is on back order), if you are advertising stock why is it no available, that is False advertising. I am reporting this on Hello Peter! and every social media site i can.

Good day
I would like to lay a formal complaint about the service i received from Vodacom. I took out a contract online on the 31st of March and once the order was confirmed my phone (Huawei P9 lite) was set for delivery on the 3rd of April. I was contacted telephonically and was informed of the delivery. I received nothing. I phoned Vodacom once again to confirm delivery the next day, the consultant informed me that it was to be delivered the next day which was last week Friday the 7th of April because it was coming from Joburg. I took out this contract as a gift to my husband. His birthday is tomorrow and now your consultants have informed me that the phone was not delivered but returned to your warehouse. Now when i am attempting to resolve the issue by asking if it can be sent back to me, im beig told it will take 3 working days before i can take out a new contract or repeat the process. I am extremely peeved and disgusted with the way things have been handled. Its taken 2 weeks and i still do not have a phone. I have been a loyal vodacom customer for many years but now i have lost all faith in this company and would not recommend to anyone any longer.

Dear vodacom,
You are useless! I have 6 contracts with your organisation. Why are you the only network that does not have stock of the huawei mate 9, and please don't blame huawei they have plenty stock. The huawei representatives in your useless stores are even shocked. Your staff members keep blaming huawei for your lack of availability. Mtn, cell c and now even telkom have stock of the mate 9. Catch a wake up, I thought you were mean't to be "the network". I can port my number tomorrow to mtn and walk out with the mate 9, yes I know what you are saying 1 in millions of your customers is unhappy, so what. Stop advertising in your magazine of devices that you don't have in stock.
Very unhappy.

On the 03/04/2017 a debit off r199.61 was debited off my account from vodacom. I have no contracts with vodacom at the moment. My contract was cancelled on december 2016, since then there has been no debits and then after 3 months this debit comes off. I have called vodacom from the 04/04/2017 to the 10/04/2017 continuously but no one can help you, pre paid departments puts you through to contracts departments and then vice versa and no one can help. Not even a manager can assist, I was promised a call in an hour its now 6 days I am still waiting, I have called like 10 times in the interim with no help. The consultants are rude and not helpful at all, they simply want to transfer you all the time. I will never get a contract with vodacom ever again, this is the worse service I have ever received. Ref :[protected]

I have 5 contracts with vodacom. 2 are ready for upgrades. I have called [protected], who said they do not have stock of iphone5 or 6. I called branches in JHB, CT and Durban. And nobody has stock of these 2 iPhones. How am I suppose to upgrade if Vodacom cannot furnish me with the phones I want!
I have spend so much time and money phoning and driving to branches enquiring about stock. What is going on with Vodacom and iPhones? Your competitors have stock, so what is the problem. How are you making this backorder issue easier for your customers? Are you wavering the once pff connection fee or what are you doing to make up for the huge inconvenience that Vodacom is causing.

My one account is a R 300 contract the other is also 300
And a R99 for a phone contract that wasn't done but I can upgrade but have to pay. So R700
The amount taken is R810 in what world is that the correct amount.
I get calls foyer a R 139 Amount that I wasn't supposed to pay it goes off my account 13th
at a time where there wasn't that amount available and then I make it available it goes off so it's paid
and I keep getting up to 11 calls a day from a stupid robot that says
Pay oft press 1 or Press 2 for debt order to be taken again.
I have called and told them to fix it and was just told sorry it's another departments problem.
I don't care. Fix it.
I'll go to cell c or talcum or man or virgin mobile.
I won't pay I'll cancel and recall your debt orders
Because you are breaking the contract agreements I am not, you keep taking whatever amounts whenever and I must just pay ...
I keep getting the invoice on an email address I've replied on that I cannot use but it keeps sending it there.
So
Award for
Worst customer care.
Worst service..
Worst company.
Don't call me. Just fix it
[protected]

They refused to help me because I could not answer the question regarding how many minutes etc. I receive at the beginning of the month or the name of my package. I use my phone as little as possible so I know I have enough due to Istore checking my history and advising a package. I have 5 devices, my phone, my son's, my daughter's, my ipad and a dongle. I had already supplied my address, my bank account, my id number and my debit date. I cannot fill my head with all these irrelevancies.
I was merely asking why my dongle is failing to give me 4G coverage as it is supposed to, and fail to see why all this information is relevant. It is not like I was trying to buy anything or change anything financial on the account.
The attitude of the help desk WILL influence my future buying decisions!

Good day, I urgently need assistance please, I handed my laptop in at Vodacom Worcester Mountain Mill on 17 November, I have been calling since December 2017, every month, weej, soeaking to different consultants and the manager just to find out about my laptop, up till today 10 April 2017 I am still waiting for my laptop to be returned, even though I can't use my laptop or data I still have to pay my contract every month, R305, Where do I go from here? I called again this morning, the consultant saud he will ask the manager to return my call, I am still waiting for hus call. All I ask is to give tge laptop back even though its not working, I will repair it myself because I need the laptop to do my work. Thank you.

My husband passed away on 08/08/2016 and this is when all my problems started . I went to your Vodacom shop in Festival Mall to trf the contract over to my name. This was done. I first had to battle to get one of the numbers changed to prepaid as it was not upgraded. After a lot of phoning and backwards and forwards to the branch Sue the assistant manager eventually got this sorted out. on 21 feb 2017 tel no [protected] was due for upgrade but we decided we did not need a new phone now. When I got my March account I noticed that we are still being charged a handset fee. On phoning 082111 on 16/3/17 i was told that all my contract start dates are all 08/2016 she logged a query and gave me ref no [protected] which was closed without being resolved I discovered when phoning 082111 again today when I received my April invoice again reflecting handset fee. Your staff just trf me from one department to the other. I am fed up with Vodacom. All my contracts are due for upgrade but I feel like just cancelling all of them and going to a service provider that wants to asssist his customers.

I have upgraded in May 2016 (i-phone S6). Right from the start the phone’s battery didn’t last for 4 hours where as my I-phone 4's battery, lasts for 2 days.

My husband visited the Vodacom shop in the Collonade where we bought the phone. One of their employee's advised him to go to the I-phone-store because this is a I-phone. He visited I-Store in Menlyn and they said the contract is with Vodacom, who should assists us. Back to the Vodacom shop with the I-phone and one of the employee's sent us to I-fix. I-fix did a battery swop but the problem keep occurring. Back to I-fix and their report was -the phone is unrepairable. Back to the Vodacom shop again. They then took the phone and sent it in to their repair shop who sent the phone back and report that there was a battery change, for that reason the guarantee collapsed and they can’t assist us anymore. Why didn't they send the phone to repairs, in the first place.
I've contacted their client service, every time a new person working on the
problem and we got no further. The last person said I must take the phone back to the shop. The shop send it again to their repair dep. they send it back with the same message.
The Vodacom shop want to know from me, who was the person assisting me in the shop - must clients ask every time that somebody assist us the names of employee's to have it for future reference? I this will become the norm, then who will get to their work again? Where will we get the time to do all this administration? At this moment, I'm paying for something I can't use. Just wondering where this I-phone's from - can't believe a apple product can't work properly.

On 8th of April 2017 I went to east Rand mall to get my business phone sorted out that switch of several times a day. What an experience. Shop 1, sorry sir but the one technician that's on duty is not there, we think he is on lunch but there is a shop with more technicians. Shop 2, sorry sir but we only do airtime. Shop 3, please sir take a ticket and wait, hour later, sir they still busy and it might still take a while. I left. Shop 4, went in and spoke to trainee who was standing next to a female technician, without looking up and just keep on tipping on a cellphone her only word, you need to take it to a repair centre.

I did an update on all my lines last year November and everyone know that a device only last 2 years. I went out and bought a router to replace my wifi device because my account is not important enough for Smartcom or Vodacom to support me with a new advice.

All I can say is this will be tha last contract renewal from Vodacom ever.

1.I was due for an upgrade on my wifi modem, so I went to the Secunda Vodacom 4U store where we have been customers for many years.Since our account just kept on going up every month, the lady convinced us if we upgrade to two modems with 5GB any time top, up our account will never reach R2000 again.What a laugh...now my account is more than it ever was before, since she did not give us aR299 upgrade she said she would do.We now pay R524.56 for the modems.Which I did not know because I have an mtn phone and was unable to open my accounts from vodacom!
2.With the new upgrade the lady cancelled the old modem-or so I thought, apparently she did not cancell it, so since Des 2016(when she said she cancelled it)the amount of R174 was deducted from our account.I noticed this in March when I was able to download the vodacom app on my tab and look at the invoice.Am I getting a refund for this because its not my mistake.
3.My husband took out a new contract with 800 minutes and 4GB data, now I notice we have been payingmore than R500 for data for I dont know how long.What are they going to do to give me my money back.
4.I am suppose to receive my data on the 1st every month, but I have not received anything yet.i went to both the vodacom stores and also phoned customer care-who kept telling me they cant help me.Then I was told the data is 10Gb daytime and 10Gb night owl-which nobody told me, and since January everything was fine, I could use the data anytime.Now whenever i try to connect is tells me i have run out of data-which is impossible because we have 20 Gb.Is anybody able to help me please.The guys at vodacom lodged a service request, and phoned yesterday to say my data has been loaded, but still i have received nothing.So I went there for the 5th time today.Another person helped me and also lodged a service request.Now I still dont have my data, and was told they will attend to the request on Monday.In the meantime I received my April account.So without using any data, I am charged R556.64.What is going on with this account?My husband is G Habig, now we receive invoices for H.Habig, which is his brother!Will I need to go see a lawyer to help me sort this out or will vodacom sort out their mess?

My LG phone switched off and it would keep restarting itself. I took it to Vodacom Ballito who sent it into the repair center in Umhlanga who kept my phone for 2 months. During those 2 months, nobody at either store could tell me what was wrong and it was always in some department or on its way back to Ballito. I eventually got my phone back and it did the same thing again. They sent it back again for around 2 weeks. I finally got it back without the back cover on and with my battery exposed. Nobody at Vodacom Ballito or the Umhlanga Repair Centre can tell me where it is and when I keep calling to find out, nobody can help. I am still sitting without the back cover 2 months later.

Can it be exolained how it is possible to get slammed with a bill of over R11000?! I have been with Vodacom for years and have had call limit activated with no issues. Now suddenly there is no call limit, I can't see who is calling me - for which I called customer care twice to sort out - and nothing. Your systems and software is at fault and I will not pay for your mistakes. Sort it out asap.

I, ve received a new Sony m4 aqua and still can't use it after many months because the phone is not working from the beginning. I have send. it in 3 times and still not working. Vodacom is useless with bad service. I will never take out a vodacom contract again and will inform people about the #### service. I have a new phone that does not work. Please advise me what to do

I was told recently that subscribers that have monthly accounts of R2000 and more, have the priviledge of upgrading every year.
I have been a subscriber to Vodacom since cell-call services were initiated in South Africa. To date I received one months free services as a "Thank You" some years back. Considering the amount spent with Vodacom, I feel this is a rather feeble incentive. The individual that told me this was subscribed with Autopage who went belly-up and subsequently subscribed with Vodacom. I would like to know whether this holds any truth and if so, why is Vodacom maintaining a Big Brother attitude towards its loyal customers who have all had a supporting role in bringing Vodacom where it is today.