Vodacom

Good day

I called customer service today 03/01/2017 at about 11:00 becasue my airtime dissapeared on my phone within 2 days. A lady called elsabe told me she cannot assist becasue I didnt pass the security check. I gave her my id [protected] as well as my cell nr [protected]. I dont have my account number becasue I dont get statements. I told her my payment is per debit order at standardbank end of the month. I need to know what about to my airtime within 2 days. Secondly I need to know why I dont pass the security check if I gave the details required except the account number. My account was at autopage and moved over to vodacom.

I need feedback urgently

Em labuschagne

Absolutely pathetic service from vodacom!
Vodacom has been my service provider for the last 15 years! I am absolutely shocked at the bad service that I have received in the last 2 months!
I was due for an upgrade and went in store (Tyger valley) to proceed with my upgrade only they could not assist me as they did not have stock of the phone that I wanted. I was told to upgrade online, which I did.
I upgraded (08/11/2016 - consultant: thobani) to a package that was a combo with which the phone included a tablet, I have an ipad on contract with vodacom so the tablet was not important. The ram courier delivered the package on thursday (10/11/2016) , I opened the package which contained the phone but not the tablet, I wasn’t sure whether to accept or not so I called the 082 275 98 number where I waited almost 10-15mins before someone picked up and could not help me who then proceeded to transfer me (Not kidding) 7 times. I then spoke to a consultant who said that I needed to speak to the consultant who assisted me in upgrading, he was unavailable. After 40 mins the ram courier couldn’t wait any longer and I let him leave with the package.
I wanted to know from vodacom whether to accept the package without the tablet or not, not having been able to speak to anyone I let the courier go.
I called the customer care line at 2pm that same day and after being transferred about 4 times they could not help me and said that I should call the upgrade # again.
After work I called the upgrade # where I spoke to the consultant that did the upgrade and he insinuated that I should have accepted the phone as they were having issues with the tablets, that is the whole reason I called when the courier delivered, if I had been able to speak to someone and they had confirmed this, there would be no issue.
The consultant then proceeded to tell me that I now had to wait 7-14 days before they could cancel the upgrade and re-upgrade. I disputed this as the fault lay with vodacom. If they were having an issue they should have notified all customers associated with this deal. He could not assist me and said that he would call me back.
He never called back and so I called back and asked to speak to his supervisor in which I was put through to another consultant who also couldn’t assist me. I wanted to know what the time line and eta would be as my phone is freezing and is frustrating to use.
Since I upgraded I have had nothing but excuses and have had to call back every time, not once has a consultant or supervisor (Even after promising to do so) called me back to keep me informed.
The ram courier then delivered the tablet without the phone... (I had no knowledge that the delivery was taking place and as a result was late for a meeting) I mean come on! Even the ram courier was appalled with vodacom’s service.
I once again tried to get hold of vodacom, after 20mins I finally got hold of someone who told me to send the package back. I had to be in a meeting and asked her to call me back in 1/2hour.
Obviously no one did! I have now gotten off the phone for the umpteenth time and still have no idea as to when I will receive my phone.
The next week I proceeded to call again numerous times and finally I spoke to the team leader and he proceeded to tell me that they were now out of the phone that I wanted!
I spoke to ellen (02.12.16) who said that nothing had been done and that she would escalate the problem with the “back office” and that this would take 5 days. I spoke to sipho yesterday almost 3 weeks later and the issue is still with the back office. How is it possible that you can wait a month and a half for a problem to be solved, I called yesterday after 3pm with my complaint to the 0821958 number and had to tell my story for the umpteenth time and asked to speak to a manager/supervisor and the consultant proceeded to put me on hold for 30 mins and then cut me off! What a waste of my time. I will be cancelling all of my contracts with vodacom as they obviously don’t understand or care about customer service!
It is now the 29th december and I am still waiting on vodacom to do something!
I have posted this complaint on facebook, twitter, instagram, hissy kitty, hello peter as well as on vodacom’s complaint page and all I got was a message that promises that a consultant will call me, I have not received one call!I have had enough!
Please advise as to what the process is to cancel my contracts asap as I can no longer take the constant frustration of trying to get vodacom to actually assist me as a customer.
Your urgent reply would be highly appreciated.

I sent the above email on the 29th of december at 8:19am to the email address [protected]@vodacom.Co. Za. I received a call later from mthuthzeli goerge, after that email (Detailed as it was) I still had to explain my issue once again, goerge told me that he would get someone from the upgrades department to call me back in 15 mins, if I didnt get a call I should let him know via the email he would send me. Its now the 03/01/2017 I have not received a call from the upgrades department as promised and I have emailed goerge 6 times requesting feedback and have received no reply.

I am done! How can you struggle with such a simple matter from the 8th november till now. Its actaully laughable as vodacoms customer care is a joke!

The sim was on contract and was supposed to be switched back to pre paid as of the 1st January 2017.as of the 31st December 2016 I haven't had any network signal and no one at their customer care seems to know why. This has inconvenienced me so much as I can't make calls nor receive I couldn't pay my account nor do anything on the phone. I have been loyal for 22 years and if this is the thanks I get then maybe it's time I move over to a different provider. Please contact me on [protected] as in today with a solution to this network error I'm having provided that you still want me as your client it has been 4 days without a phone do you maybe know how frustrating that is?

Dear Vodacom,

I am utterly disgusted and superbly disappointed in the Service I have received from Vodacom with the start to this new year.

I had approx. 12.4GB of data available on my smartphone on the 31.12.2016 to expire on 15.09.2020 as per the confirmation SMS received from Vodacom on the 28.12.2016.

On the 01.01.2017 I received the shocking SMS from your service centre informing me that I had NO data available and that out of bundle rates will apply.

I have been a loyal customer for many years and am appalled by how Vodacom has treated me with this mishap.

I am writing this in the hopes that this issue might be resolved by your offices and the data reloaded on my account.

Kindly Advise
[protected]
B Mostert

First of all for nearly 2 years Vodacom deducted money from my mother’s Mrs H. Kruger, account for a phone /number she does not have and we managed to have that stopped but since then they keep taking double debit orders from her account and when you phone and complain they are always offline and then they never phone your back even though they promised to do so once they are online again. The staff at the shop just pulls up their shoulders and doesn’t want to or can’t help. This month again they took R1010 from her account. My mother is 87 she is partially blind and deaf and the more she asks the call centre people to speak to me the more they insist on speaking to her only to find out she cannot hear them. She has asked many times that they rather deal with me.
We would like the money for the non-existent cell phone as well as the double debit orders back ASAP.
Her existing cell no is :[protected] the cell no that they deducted money for but that she never had is: [protected]. The double debit orders were taken for November and now January. As I said she is 87 years old and I think they are taking advantage of her because of her age. She gets a small pension and cannot afford Vodacom’s antics. She needs her money back ASAP! You are welcome to contact me, her daughter, on [protected] - Rosa Kruger. And I just want Vodacom to know that we are not going to go away so it is useless that they ignore us.

Goodday Sir/Madam

I am highly disappointed in Vodacom i changed over from Cellc thinking that Vodacom would be better but experienced the same problem.
1stly I called a consultant and she was very rude in just cutting the call without even seeing to me.
The secod consultant helped me by I'm still not satisfied.
A contract got opened for me last month i received my R200 airtime on the 1st and didn't make any calls i check my balance today and it's R80 so R120 airtime loss on the unknown according to the consultant my airtime went on internet usage because my bundle depleted.
But my issue is that this is really unfair on me because I didnt receive any notification to tell me my bundle is almost depleted neither did I receive on to say its depleted so I continued using the internet under te impression i still had data has has received the and my airtime wouldn't have been used.
I am a student and needed that data for registration and so forth now I am suffering for Vodacoms lack of communication with me. I have a tablet which is also Vodacom and i receive sms when the bundle is almost finish.
I would like to know the way forward because I need the airtime back it is not my fault at all of your Sms system is not working correctly could to please see to me ASAP and i dont wanna hear that I can't receive my airtime back.

Now I must use my data to see to a issue that's not my fault as well just costing me more and more

I have been a loyal customer of Vodacom's for over 15 years, with a contract that is costing me on a monthly basis over R1000.
Over the last couple of years, I have been on contract which includes a monthly bundle for airtime, data and sms', which I have always set data and airtime monthly limit in order to manage my finances. As of 8 months ago, I upgraded my mobile to a S7 and once again requested that a mthly limit be set on my data, as well as my airtime - which has recently not been complied with, and I have had to pay in because of exceeding my monthly data usage. However, if I want a limit set for just my data to be cut off, apparently they are not able to do this without "freezing my sim card" regardless if I have airtime available to use. I know for a fact, that both MTN & Cell C have such contracts available and are able to assist. Having tried to phone the customer service line I was told a Customer Service Manager was only available between 9am & 4pm weekdays and they would only be able to confirm my cancellation contract amount after the 4th of the month. Needless to say I am livid, totally and disappointed with Vodacom and will not be recommending them to any family or friends. I am willing to discuss this matter further with a Contract Manager or someone who is willing and able to assist me.

I bought a prepaid vodacom cellphone so i ported my cellphone number from mtn to vodacom. It was the biggest mistake i made. First of all, i spend about R1000 a month on airtime. I get absolutely no value for the money that i spend. The loyalty points are so pathetic. All the free talking points that vodacom offers has a catch because it has limits and restrictions. Second of all, i play the freeplay everyday and i think that i only won once or twice. And what did i win? 5mb of data. So ive decided to go back to mtn.

Good day,

Client name: Letitia Oosthuizen
ID number: [protected]
Current Cellphone number: [protected]

Today was my 3rd time requesting a sim swop. My x finance has stolen my sim card and refuses to give it back in my possession.
Currently he is misusing this number [protected]) without my permission.

After several calls to the call centre (082 111), now one could assist me to cancel or sim swop this number. Everyone has a different story or answer.

I was at the Vodashop 3 times. I’ve tried to do a swim swop. With the application of the swim swop I’ve attached an avadavat that states he has stolen the sim card. Every time the sim swop was cancelled. According to the call centre they phoned [protected] and the person that answered said that the sim card must not be swop. In the first place Vodacom shouldn’t phone [protected] because the card is stolen by that person, therefor he can give permission on anything on this sim card. This is actually fraught, he is not allowed to give any permission on this number because I am RICA/FICA under this sim card number.

Hope that someone would please help me as soon as possible. At this stage I’m very frustrated because I don’t know any more what to do. Usually when something has lost or stolen item, we are under the impression that it can be cancelled or stop, but it seems more difficult?

Regards,

Letitia

Future Upgraded Quote
On 13.12.2016 I tried upgrading over the phone. The phone cut out before I could decide between 2 phones. I received a message saying a quote was generated. The next morning I received a message from RAM saying they have a parcel for me.

Not being at home, they didn't want to give the device to my husband. I phoned upgrades to find out which device they are delivering and was told the normal iPhone. I told them it's the wrong device and was told to tell RAM to return the device. On 15.12.2016 I told RAM over the phone to return the device to Vodacom to enable me to upgrade to the correct device.

On 19.12.2016 I logged a request to have the upgrade reversal done. On 21.12.2016 the reversal was done with return number K ********** .

On 26.12.2016 another service request was logged to have the future open quote cancelled to enable me to upgrade.

Between 19.12.2016 and 26.12.2016 an ISD was logged as well.

I'm told that all their managers are on leave - how pathetic! I refuse to speak to a team leader as they all promise to phone back before the end of the day and the never get back to me.

I'm receiving messages that the service requests are closed, but nobody is cancelling the quotes to enable me to upgrade.

I have now gone to social media twice who is just as pathetic. With 2 reference numbers received from them, they haven't done anything about this matter either.

The best part of it all... I am being told that I need to start paying for the upgrade that I don't even have the device for when I requested to have all my contracts cancelled with Vodacom. Not to mention that they can't cancel my contracts because of the future open quote.

Vodacom, I'm sick am fed up of fighting with you guys. Just get off your ### and close the future upgrade quote to enable me to upgrade my line or cancel all my contracts...!

I am disappointed with vodacom.In 2014, one of vodacom's subsidiaries offered me a new contract for a cell phone. I agreed only on condition that I will keep my number. When the time came to switch to the new contract, I was informed that I cannot keep my number. I contacted vodacom and mobile elite. They agreed that they are at fault and took their phone back.
I am now blacklisted and no one is taking accountability for it. I have been sent from pillar to point. The contact centre is very incompetent. I am at my watts end here. Can somebody from vodacom please take accountability and remove my name from the credit bereu.
To say I am disappointed with vodacom is an understatement.

Good day me and my wife went to find out about a bundle promotion vodacom has in there latest booklet for a s7 edge, tablet, gear sport watch and a gear VR went to the vodashop they said you can maybe get the VR it is actually a samsung promotion and then when i asked about the other items they said the watch is on back order for 3 monthes how can they advertise a deal and they dont even have stock thats false advertising [protected].

Re: Upgrades
Good day
Please note that I cannot get hold of anyone senior in Upgrades (and I have been trying for two weeks now) in order to sort out an issue with double billing on Handsets. In 15 years of having a Cell Phone - this is the first time it has come up and I was not informed of the possible double charged and Vodacom sent me a SMS that I was due for an Upgrade. I have been battling with this issue since October and dispite promises by Team Leaders to have it sorted out and refund me the amounts charged as well as deduct the double billing from future invoices it has not been done. What kind of Customer Service is that? They ask you how easy is it to get through to someone who can help? It is damn near Impossible!
You eventually get through and then you are put on hold for over an hour and have to hang up. Really?
I wish I had never upgraded with Vodacom and they have definitely lost a future customer.
Regards,
Chelle

Good Day

I gave my Samsung note 4 in on Tuesday 27 December 2016 Canal Walk
The technician informed that the motherboard was faulty and needed to be replaced or a new phone will be given between 24 and 48 hours.
Yesterday 29 December I went to enquire as we had no word from you.
The lady looked on system informing me that nothing about any part is on system in fact nothing has been done.
The technician was to phone me at 3 pm 29 December it is now 11 . 20 am 30 December 2016 I am still waiting for the call.

3 January I start working again and need a phone.
Job Number [protected]
am a longstanding Vodacom customer.
You also don't even answer your phone line !

I have lodged a request for cancellation of the recurring data services and Blackberry internet connection service, in November. Today again I called the call centre to inquire about the December invoice with the new amount of R 711.49. I was assisted by Vivian, who said she will send a reference number which she has not been sent. she failed to attend to my request just like the previous consultant I spoke to. Investigate my account and reimburse all the money that you have been unlawfully taking from my account.
Ill wait for your response

I phoned to cancel my contract way in advance, only to find out that they still take money for the next two months.

Phone number [protected]

This is theft.

If Vodacom do this to a few customers imagine how much money to they steal for the clients!

This is unacceptable!

They phone me back on 2/12/2016 with ref 1#[protected] promising to pay the money back only to find out now that they are not willing to pay back my money.

I phoned this morning and after waiting to speak to the supervisor I put the phone down after 10 min.

Please contact me on [protected]
L Breytenbach
ID [protected]

Purchased Laptop from Vodacom @ Makro. Two year contract. First instalment went off fine R459.00. Second instalment R2013.00 . Queried with no help or direction at all. I reversed payment at the bank. I assumed it was Vodacoms fault. In the meantime, line was closed and current instalment not taken off. Amount escalated to R3200.+-, queried once more. Still no help. Went through and paid. Applied for phone, was declined unknown as to what the problem was. Went through the reactivation process. First time around consultant at Pavilion said he sent through paper work but actually did not. Second time same documentation was sent from Westwood. Was informed R285.00 will go my account within 48 hours which did not. On the 28/12/2016 R7808.20 went off my account. Spent an entire morning querying with different people in different departments. Frustration on my part is indescribable.
Back to the bank to reverse amount.
Vodacom has no legal right to take off a cent more than what I signed for on the contract for the Laptop. Especially such a large amount.

I went on behalf of my mother and brother to receive their upgrades. I provided all necessary documents including a letter from the account holder. The employee who "helped" me was rude, disinterested and managed to take an hour and 23 minutes just to give me the upgraded phones. During the time that I was there an employee started yelling at the manager in the middle of the shop telling him that he is "acting like a child" in front of about 15 clients in the shop. Another employee could be heard loudly complaining about customers in the back room. Not to mention, the employee helping me could be seen through the window into the back room just standing there for about 10 minutes at a time before coming back to give me the phones. Eventually after and hour and 10 minutes I was told that the account manager needs to be phoned by him to confirm the upgrade; the account holder did not answer the call and when I asked what we should do all I got was a shrug. Eventually after another 13 minutes I managed to get the phones and pay (at snail's pace I might add). Every time I go to this Vodacom shop I leave in an absolutely terrible mood. Every client in that shop is treated with the exact same disgusting attitude by your employees. The Nicolway store has to seriously sort out their internal affairs as one of the clients mentioned this morning. ThIs Vodacom shop is an absolute disgrace and I am fully convinced that my family and I need to change service providers like so many other people have. Vodacom's service is disgraceful and the employees are incredibly rude and have no idea what is going on. I spent over R500 rand today and truly feel as though I wasted my money.

I had several contracts with Vodacom, but the ones in question are two Tablets.
Both 2GB MBB 24Mnth Contracts were due to expire in November 2016 after 24 months. One on the 8th and the other on the 29th.

End of October I went to the store to cancel them only to be told it needs to be done the beginning of November. On 1 November I sat in the queue to cancel my contracts. Not only was it my birthday but also 10 days after my Cesarean section so you can imagine how annoyed I am now that it was all in vain. I requested both to be cancelled and moved to prepaid. This was done by the agent and on the 3rd of November I received confirmation via sms. I assumed this was the end of it.
Knowing my contract was cancelled in November I purchased a Once Off 2GB MBB which can be seen on my statement.

It only recently came to my attention that Vodacom then also charged me for Subscription Charges (2GB MBB 24Mnth Contract). So my contract was never cancelled as requested but carried on as a R149.00 pm. The other contract was successfully cancelled.

So not only did I spend money on a 2GB once off, I was charged for a 2GB because they did not cancel my contract. I was however not given 4GB but my balance checks reflect only 2GB, so either my once off overwrote the 2GB contract or vice versa.
I will not pay for a service I never got. Either refund me my R149.00 or give me the missing 2GB.

As if that was not enough, I have incurred over R 675.05 in out of bundle data charges because I EXPECTED my contract to be cancelled therefore leaving mobile data on would not matter if applications tried to use background data. This would never have happened if Accounts had done their job. I refuse to be liable for this and should I not be reimbursed, I will take matters further. I have been a loyal customer for many years and expected more.
So horrified I rush back to the store that cancelled it, asking them how this can happen. They looked into it and confirmed that both emails were sent for cancellation and they did not know why one was cancelled and the other not. They called accounts and I was put through from one department to another each time explaining the issue. Eventually someone was willing to assist only to tell me that their system is offline (every time I need assistance this is the case) and I should call the next day. I refuse to call again because I don't have any proof that I called nor the time so the agent from the store told me their accounts lady was coming in and she would rectify the issue with me. He wrote her a detailed letter and promised me she would sort it out and email and call me. Another week passed and nothing. I went back to the store and told them nothing was done and they gave me this email address.
I am beyond fed up wasting my time chasing around to get a contract cancelled that I asked to be cancelled 2 months ago. Not only this but I have incurred insane charges and my bill is at R1161.66 which I surely cant afford on unpaid maternity leave with a newborn.

I have had contracts with Vodacom for over 10 years. Recently i have decided that 3 of my 4 contracts are coming to an end with a 2 - 4 months remaining. In October 2016 i got a quote from your cancellationd department and have paid the balance of these contracts to be ended on 30 October 2016. To date i am still being billed for all these lines irrespective of an amount paid extra in October. I havr been pushed from department to department and given service reference numbers that mean bull ####. I call weekly and send my docments as the customer service is #### and everyone says " its not my job".
Can i please have this problem resolved soonest as i was called today saying im in R3000k arrears and these are for the contracts cancrlled in October 2016 and these moneies paid.