Vodacom

Still awaiting a call from Vodacom!

On the 1st April 2022 at 08h06 (please pull the voice recordings) I called and cancelled ********** (contract ended end May 2022). However I was billed in June and now again in July for the contract even though cancelled and confirmed on the voice call that I called in the 1st April to cancel but the person DID NOT CANCEL - it is now cancelled. However Vodacom continued to take payments on a cancelled contract

Credit due back to me is:

June R188.37 (already deducted and paid)

July R188.37 (already deducted and paid)

Total: R376.74

As per my August statement no credit is showing against the number that where is my credit and please advise how I get it refunded into my bank account

This is why people like my cancelled ALL MY VODACOM CONTRACTS YOUR SERVICE IS TERRIBLE ABOUT BEING A LOYAL CUSTOMER FOR 20 YEARS

[protected]

I lost my phone ull blocked the phone giving me an itc number and all now the answer is I do not qualify for another phone because the sim carrd was not inside the phone when was lost am I paying for the simcard or for the device? I am gonna need my phone back or I am not paying for something that I do not have and I made sure had an insurence for all this year and now this is how I am treated so desapoint is eather I get a phone or I am not paying for what I do not have

Good day,

To whom it may concern,

My complaint runs over various departments of Vodacom.

To note I have been a client of Vodacom for almost 20 years, and over the many years the service has degraded immensely.

In June I wanted to upgrade my already expired contract, the Vodacom shop told me that I am unable to upgrade my contract as I did upgrade a little over a month ago (April). I immediately raised my concern as it was not me that updated the contract. It turned out that, according to Vodacom, my account was moved from an old system to a new system, and they reactivated my expired account with the device that I got 2 or 3 years ago.

Once they resolved this issue, I noticed that there is costs to the value of R15000 added to my monthly bill, upon querying this, it came out, again from Vodacom, that when they cancelled the incorrectly reactivated contract with the handset, the premature cancellation of a device amount was added to my bill stating I requested this. I have logged an issue regarding this on the 22nd of June 2022.

I have not been able to upgrade during this entire time (as of June till now in August)

The response on the Invoice of the additional R15 000 is that it will be fixed 2nd or 4th of August. Ever since the 1st of August, my account has been blocked and barred every day at 18:15 / 18:20 every night and I will spend anywhere from 18 to 35 minutes on the phone rectifying this issue so that I am able to make calls again and use data.

During my calls, it sounds to me like the helpdesk or customer services area has a really fun and exciting job, screaming laughing and playing music in the background, very unprofessional and it shows me why my issues aren’t being resolved as the helpdesk is too busy having a good time laughing at clients with problems then sorting out the root cause of the problem that Vodacom has created.

My daughter is currently at Vergelen Medi-Clinic very ill and I am unable to phone my wife or she me, without jumping on some form of wi-fi or resorting to using WhatsApp.

It has been a nightmare experience and I never believed Vodacom would stoop so low and provide such terrible service with problem management and problem resolution.

No exclusions or notes are being properly added to verify what the problem is and what the way forward is, I have to repeat myself daily to every agent I speak with and some make bold promises and statements that they will take ownership of the problem/issue and follow up constantly, these are only words to me as I have seen ZERO action being taken, please feel free to listen to all the recordings, as stated upon calling the help desk. I truly prefer Vodacom to any other mobile service provider and you have pushed me into an area where I would not recommend Vodacom to any person I meet or speak with or lay an opinion of, I am utterly disgusted, I can understand 1 or 2 mishaps, but for it to continue and drag on as long as it is, is totally unacceptable.

“welcome to Vodacom, how can we make your day better?” you really need to dig deep for that one, such a pretentious statement and question.

It has been an emotional ride this last week with my loved one being in hospital and having to worry about my Vodacom accounts working or not, to be able to stay in contact with my wife (Whose account is in my name and also being affected) just to enquire about my daughter’s health and if there are emergencies, who do I call? The customer care line?

Hope to be contacted by a more senior staff member with authority to have a discussion regarding these issues.

I have been requesting a settlement letter for the past 8 months now and no one has been able to assist me. Every department i am referred to is aware that I have paid up my fibre account and cancelled it thereafter however it still shows up as me owing you - its obsurd! Could you please assist as this is honestly getting out of hand - its absolutely ridiculous now and its hindering my life.

Before I start, I'd like to mention that my dad (who is the main account holder of my Vodacom contract) has been a client of theirs for 25 years. I have been with Vodacom since my first phone.

I upgraded from my Huawei p30 Lite to an iPhone 11 in December 2019 from Sandton iStore which was financed through Vodacom. Included in the monthly amount was comprehensive insurance. When the phone was damaged and handed in for repairs we were contacted by the insurance company and told that the phone will only be repaired if we pay in R2148. This is apparently because the comprehensive insurance was not upgraded from the old huawei contract to the new iPhone. I am surprised that this was never done.

It was first claimed that the insurance premium paid was not upgraded to an iphone (from my previous Huawei), and that I must pay the difference of the insurance between the amount for the Huawei and the Iphone. When I referred to the Vodacom contract that clearly stated that the upgrade of the insurance of the phone is the responsibility of Vodacom, the story changed to that the insurance was upgraded to an iPhone, however, it was not insured for the full value, only for R3500. As you are aware, the value of an iPhone is much more than that and I was then told to pay the difference of around R8 000 to replace the phone.

The contract with vodacom states that "If you already have device insurance with Vodacom, your insurance will automatically be upgraded to cover your device " This clearly did not happen. It is clearly not the case. We were not made aware that the insurance of the phone will not be for the full value. We faithfully continued to pay the insurance premium.

We then received information that the phone needed to be handed in, which we did. We were hopeful to receive feedback that we will have to pay the excess of R1000, and that Vodacom will replace the phone. However, when I went to Vodacom to hand in my phone (once again)I was then informed that we will have to pay the shortfall of over R4000 before the phone could be replaced.

Back-and-forth multiple times where Vodacom changes their story, excuses upon excuses and excess amount of calls to Finrite.

After 1 full year of this fun little game. I finally get an answer to all of the above with Vodacom replacing my broken Iphone 11 with a Second Hand Iphone 11. Yay. Only to come home and find this replacement phone is not working, took it into the Istore to see if they could fix and the technician could not fix the phone and stated I should return the phone to Vodacom as it is impossible to even overwrite the system of that phone to fix it!

How am I suppose to be happy about this client service after being with you guys my whole life? Is this how you treat your customers?

My number is [protected] and my dad's number [protected]

I renewed my data contract telephonically about a year ago for 24 months. My recollection was that Vodacom's appointed representative specifically said the contract price is constant for the whole contract period. Moreover, I have never hear of an instance where a cellular company has increased the price of a contract during the contract period. Nonetheless, Vodacom simply put up the price of my contract.

I sent numerous emails to the Vodacom Customer Care department, and they called me at least on four occasions. Every time I disputed the price increase and specifically asked for a copy of the recording, as that is the only valid proof of the contract and I believe that will show Vodacom had no legal right to increase my monthly fee. The Customer Care department clearly followed a deliberate tactic of avoidance and delays. Amongst others, they repeatedly sent me the general T&C's (which to my mind does not even mention Vodacom's right to increase the cost), had repeated and long arguments with me about the relevance of the voice recording, referred the matter to different Vodacom employees so that every conversation started at square one, gave conflicting of how I can get access to the recording. At least three of them undertook to request me the voice recording, but to date that has not happened.

I then referred the matter to Vodacom's legal department and specifically demanded access to the recording as the only account of my contract with Vodacom. On 26 July 2022, they committed to resolve the matter within 3 working days. Now more than 4 working days have passed, and still no feedback from them.

In an unrelated incident, but regarding the same contract, I ran out of data in December 2021. On two occasions I bought 5GB of data from the Vodacom website. As I became suspicious, I followed up with them and it transpired that I only received 4GB of data. After complaining they gave me 5GB of data. However, given their present conduct, I no longer believe they are an ethical or a law abiding company. My advice to other Vodacom customers is to check as much as you can: accounts, data or airtime received, etc.

I called Vodacom on 30th of June requesting cancellation quote for my account and the consultant told me about a migration package of which I agreed to and she told me that she's processing it and in July I'll be moved to 1gb of data and ill be paying R85, on the 5th of July I made a follow up call requesting proof of what the previous consultant told me she verified that ill be paying that amount but I still didn't receive anything in writing

When I called again on the 12th the other consultant told me that ill be paying the pervious amount of R205.99 because the migration was only processed on the 3rd of July and will be effect in August. on the 25th I called asking to speak to a manager but the person I spoke to transferred me to another consultant where I had to explain again what happened they said they would escalate my query and they would get back to me within 48hrs today is the 1st of August ,I still haven't heard from Vodacom and I still haven't made any payments because I haven't received communication from anyone.

When I called again today I was told to pay that r205.99 and they will minus the r85 and refund the reminder. I'm disappointed because I didn't get help from the 1st day I called. you normally say calls are recorded but you couldn't pull through that call and check what happened now I had to pay an amount which I wasn't suppose to pay because someone decided not to do their job!

Due to a glitch which many Vodacom customers are currently experiencing (as of 31 July 2022) the remaining 1GB of my 6GB data bundle has disappeared.

The same happened to my partner, who has his reimbursed almost immediately with very little effort.

I, however, received “help” from a rude and passive aggressive rep, who refused to reimburse me my data by disappearing from the chat when asked for their name.

I now sit with no data, Vodacom having stolen this from me, as well as a sore heart from the unnecessarily rude interaction I had to experience.

Anonymous customer “support” reps are clearly a bad idea, as is evident in my experience the anonymity allows for reps to act however they please with no real world repercussions for themselves. Meanwhile customers are left sad, angry and unfairly hurt by their actions while also losing out on their data due to a systems glitch.

Good day

I hope this message finds you well, I recently went to Vodacom at Makro Port Elizabeth to apply for the 2 iphone 11 contracts upon approaching service agents they were not friendly. They asked if I have any accounts I said only rage they told me it does not pick up, i further explained to them I have a credit card they just told me if i do not have a clothing account they cannot help me.

I tried to plea with them to just check for me the lady helping me was Naomi she refused and told me she has worked here long enough to see if a person qualifies by just looking at them, she did not look at any documentation I had but my appearance and declined me.

[protected]@gmail.com

My name is Shadrick Valayadum and I have been with Vodacom since 1996. Tragically, the services at Vodacom has deteriorated to such an extent that I cannot bear to continue my contract with Vodacom. I spoke to the contract upgrade consultant and indicated that we were not available to receive the new phone and that the phone should be delivered to my sons residence at Wits University. Arrangements were made for the phone to be dropped off today and my son cancelled his tuitions only to be told by the courier that Vodacom failed to insert a footnote to say Bracyn will be collect the phone. The end result is that the phone was not handed over to him, leaving an irritated father and an extremely disappointed son.

The end result is that I have not only cancelled my sons contract but also my newly taken contract upgrade.

[protected] Xolile S V Nhlapho

Did an upgrade week 0f 13 June 2022, Laptop was delivered 22 June upon checking I ascertained the specs were incorrect to what I ordered and I was very specific on the phone. 22 June 2022 @ 15:56 called Vodacom spoke to Mpho I called vodacom, was told the parcel will be collected by RAM and Vodacom does not give reference numbers. Numerous calls made was told to wait. Waited 14 days parcel was not collected. Called Vodacom, call was escalated and was instructed to by Juliet. 13 July @ 10:45 called spoke to Delisile she put me through to RAM, RAM said collection was cancelled as they could not get ahold of me. Called Vodacom on 13 July @11:17 again spoke to Mbali, she stated she logged another request for collection. No Collection. 22 July @ 08:27 called vodacom spoke to Mduduzi he stated the request for collection is not on the system and he will log it, RAM will send reference number within 2-24 hours. Today it is 25 July, no reference number received. Sent an email to vodacom customer service complaining and still no response.

After upgrading online (supposed to be an easy hassle free experience). 06/07/2022 My up grade was out with the courier company for delivery, there was an issue involving my ID document that was stolen, and they would not accept my cetified copy, which they had done on all previos deliveries. I was told to arrange with vodacom to send authorization to the courier company to deilver it again. I did this the following day 07/07/2022. Was told by vodacom all is arranged, so was expecting my upgrade again. The 8th and 9th of july 2022 went by and still nothing. The next week i called again and was told the same thing and that back office would call me to authenticate the request. But again no luck. So i called back again, only this time to be told i must arrange for a third party collection on my behalf, again this was arranged and now the 3rd party person i arranged with also having their time wasted by a completely incompetent vodacom. So again on the 13th,14th,15th,18th,19th and 20th of July 2022 i called vodacom each time wasting 20 + minutes of my life because each time holding on for a person in the call centre to answer. Finally i got a call later the day on the 20th from vodacom to authenticate the delivery to the third party who now is also fed up of changing their arrangements to wait for my parcel which still has not arrived. All this only to find out on the 22/07/2022 that the courier company has now sent the upgrade back to the absolutely useless time wasting vodacom. Im now dreading to call again to be fed false hope and waste more time.

Internet services have been down for a week. Logged a call a week ago, Vodacom closed the query without it being resolved as my wifi was not restored. Call centre agents are of no help, they cannot provide information of the line will be reinstated, a call out service or transfer you to a senior level. They have logged 4-5 service requests for the 1 query that I logged. If you rely on wifi for work and critical matters, Vodacom has proven to be very unrealiable and renders a very substandard service. Wasted alot of time and calls trying to get assistance.

7 days later, and not one employee that can tell me when I can expect wifi to be reinstated. Painful and frustrating experience with Vodacom.

Call center agents are rude and don't follow-up on calls with regards to cancelationand complaints about devices.Cancelation of contracts also seem to be given a deaf ear. I have been with vodacom for more that 10 years and I am utterly disgusted with the terrible service they offer. Unfortunately we don't have the luxury of sitting and calling and doing follow ups.

Use the self option to buy data 1 gig a day for 30 days for R299 short airtime to buy it when I bought airtime and went back to buy it its no longer available but new deals for more money how does this work everytime you load they gave you another option but the previous option disappeared how I even upgraded my contract to have more but obviously not and I have 2 Sim cards I bought extra airtime to buy this spesial data

Since May 2022 I have been trying to cancel one cell number on a contract and change it to prepaid because of emigration - to no avail. I have sent emails on:

2 May, 12 May, 23 May and 14 June 2022.

Cancellation Quote: [protected]

I am not sure what customer care is doing, but I don't feel cared for... I am at whits end, as the amount is still deducted by debit order.

Dear Sir / Madam,

I cancelled a vodacom data contract ([protected]) November 2021 which was supposed to end December 2021. I cancelled the data contract and took vodacom fibre still with vodacom. Vodacom continued to deduct both the fibre and the data contract even after cancelling. I blocked the data contract at the bank. I discussed this with Vodacom and received a message that this discussion has been closed with ref: [protected]. Now vodacom has handed me to debt collectors for an unpaid account ref: I4541492 owing 1122.00. Debt collectors are sending the demand to my brother!

Today, 27 June, have called the number 082 1946 to try and resolve this. You are requested to put your ID number before going through. After adding the ID number you go through to a call centre that still needs your ID before they can go through. Why is Vodacom asking us to add the ID number in the first place, if the agent is still going to ask for it.

I still have Vodacom fibre and Vodacom Red Premium and a data contract for my grandchildren that are all up to date. Can't Vodacom reference this before sending the customer to debt collectors.

I am disgusted with Vodacom. Vodacom owes me money for the premium taken after cancelling the account. I do not owe Vodacom a cent. Vodacom owes me an apology for this.

I can be contacted on [protected] / [protected]

E-mail: ntombenhle. [protected]@uct.ac. za / [protected]@yahoo.com

I am so upset with Vodacom.

I think you need to hire efficient people who actually care about closing cases.

I paid my contact earlier , only to find I was put on ITC. Then I paid the amount just to try clear my name as after sending proof that my account was paid earlier no no one cared to rectify this.

Now I am calling the Legal Collections department and trying to get my paid up letter just seems too impossible for Vodacom staff to achieve.

They keep informing me that they have sent it but nothing is sent. They don't reply to email and on the telephone keep informing me that they have logged the call.

Can someone please assist as this is ridiculous.

To Whom it may concern

Since 1 June, I have had constant interruptions with my internet connection resulting in numerous purchases of mobile data as well as loss of income due to being unable to work from the premises.

A call from a technician suggested that it may be the router and that someone would be sent out to the premises to check.

To date we have had no-one come to check the router and as we had given a months notice of cancellation on 1 June I am now under the impression that due to the contract being cancelled that no technicians are being sent.

We are also being phoned repeatedly due the account being outstanding, which refers to another complaint that for over 2 years I repeatedly requested the account be put on debit order.

But as we have not had steady connection for the month I hereby request that the month of June be credit due to lack of supply and request that immediate release of the line be given so as we can get a stable connection from a more efficient company.

Regards

Carol Visser-McKay

ID: [protected]

M: [protected]

SR220613-037341

We havent had an internet connection since Sunday 12 June 2022. We called to log a call on Monday and to date we have had no feedback whatsoever. We have called in multiple times and the query has apparently been escalated by several people but still no one has come back to us. It seems like no one is able to resolve the issue.

This morning 17 June 2022 upon doing our own investigation we found out that Vodacom cancelled the service with Vumatel on the 10th of June 2022.

There is never a manager availability to speak to and even when messages are left no one returns your call.

It seems as if the issue just gets passed along and no one knows how to resolve it.

Maybe if I had a R10 000 monthly contract they would consider me a worthy client.

This is definitely they worst serve I have ever experienced.