Vodacom
reviews and complaints

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.

I left SA on 01 August 2016 and requested premature cancellation amounts on my Vodacom data contracts so that I knew I was paid up and the contracts cancelled before I left.
I paid the outstanding amounts which were quoted to me and I also completed the premature cancellation paperwork which I emailed to the cancellations department with proof of payment. That was on 05 July 2016.
I have been struggling ever since to have the contracts cancelled.
I am now living in the UK and am having endless hassles getting responses from Vodacom and having this matter sorted out. I can't understand that it can be this difficult.
I have now received threatening emails saying I am in arrears and to sort my account out before further action is taken. I refuse to pay Vodacom any more money and I feel they are trying to extort more money from me.
I need this matter sorted ASAP. I am NOT impressed with this shoddy customer service. Can Vodacom not do anything right?

To Whom It May Concern:

I have been contract holder with Vodacom since 2009 and I am appalled at the type of service that is provided with "Loyal Customers" such as myself. Besides contracts with Vodacom, I also have my phone insured through Vodacom.
I have a Samsung 6 Edge which started giving problems by rejecting the charging cable and a pink line forming on the screen. The only way that I could charge my phone was by using the pod which is supplied with the Samsung 6 Edge. When I took it to Vodacom Kenilworth on the 29 November 2016, Zaahir Moses assisted to book it in and complete the insurance paperwork. I submitted all my documentation with the application. Which included my Identification. On the 30 November I received a phone call from somebody at the the store and they said that the application was incomplete because I did not submit Identification. I was at a family function at the time. I said that it is ridiculous because Zaheer took everything and made copies. This person insisted that I leave ( please note that I am due to give birth 13 January and in my final stages of a complicated pregnancy) and email them my identification if I want my phone repaired. I obviously have no choice to do this because I would want my phone to be done. I also asked if Zaheer is there to confirm what documentation he took from me, and the person said that he is on a break. I asked that he called me back. He did not.
After countless phone calls to Vodacom Kenilworth to find out by Zaheer what is the problem and why would they say that I did not submit ID when I did. He eventually is in the store to take my call. I asked for the manager and he said that he is the manager. Which completely surprised me because as a manager, you have a far greater accountability for your actions then the rests. He said there was a mistake and that he did have my copy of ID. I already left a function and emailed by this time (3 days earlier). After more phone calls of none responses from the manager Zaheer, I eventually just spoke to a female Robyn to ask what the status of my phone was. This is now 12 working days later. Please note, my insurance phoned me the week previously to tell me that the job was R2800.00 of which I only need to pay an excess of R900.00. Robyn gives me the same response which was smsed to me two weeks previously that the phone was awaiting parts. I said, Robyn, please, that is the exact response I received two weeks ago, surely it cannot still be awaiting parts. She said, we have up to 14 working days. I agreed to that policy but at the same time said that gives them 48 hours because she is not very helpful with the manner in which she answered. I eventually phoned the Tygervalley repair centre to enquire about my phone, only to be told that the part that they ordered was faulty and that they need to reorder a part. I asked what is with the lack of communication because now they exceeding the 14 day policy which Zaheer and Robyn pointed out. They said that that is not policy and depends on the job at hand. Again, I question the communication of Vodacom. Every department says something different. Finally, after 18 business days, I receive a phone call from Kenilworth branch saying that I can collect my phone. The lady, Robyn says that there is a cost of R2800.00 which I will need to pay in order to release the phone. I say, Robyn please man, the insurance said that all I have to pay is R900.00. She is adamant that it is R2800.00. I phone the insurance department and they confirm that once again, Kenilworth store does not have their facts together and it is only R900.00. I ask that they please phone Kenilworth and sort this out as I can no longer deal with the incompetence of their staff. I receive a phone call later from Robyn stating that it is only R900.00. I collection my phone from Kenilworth only to discover that the problem of not charging is even worse. The first time I have to charge my phone, which by the way was 2 hours away from Cape Town, it did not work. Not only does the charging port not work with the normal plug in charger, but the pod was not being accepted either. So what kind of repair was done that took 18 business days to complete. I asked Zaheer what sort of manager does not return calls, he says that he heard I call but the messages was not to call back. Yes, I am calling you to discuss the weather Zaheer... Please man, get better people in positions. Today, when I took my phone back to be repaired, he says, I am not the manager, only the assistant manager, "that is still not good enough for your customers, Vodacom"
You need people fit for purpose to be the face of your stores. I cannot see how you can abuse the trust of your loyal subscribers. The only thing I am looking forward to in 2017 is cancelling my contract and moving to MTN...

Regards,
Aliyah

Vodacom is Useless

On 22 Dec I went to a vodacom store to perform a transaction, the consultant found that someone else's name had been added on my account, replacing my name, although my I'd number and all my other details were correct.

A call was logged for it to be investigated and corrected, i was told it would be done in 24 hours, all the documents were sent. The next day we were told again it would take 48 hours, today in the shop we were told to go to Vodaworld. Now I must drive to Midrand?

I called to complain and after being transferred multiple times and being placed on hold for ages the consultant can't find anything, logs a new call and asks me to resend documents already sent on the 22 and 23 December.

She also tells me it's going to take 3to 7 days.

How r#####ed are these people? They ####ed up, it's their stupid mistake, I have multiple contracts with them for years, have never skipped a payment, pay them a small fortune every month and now I must suffer and be inconvenienced for their stupidity! Unreal! Maybe if I stop the debits they will respond, or they can go get their money from the person whose name they added there.

service request no. A2-20RJ-0UE12U

Good morning

Reference number: i-[protected]

I'm getting billed for the amount of r9200.07 for "equipment - balance of contract". I upgraded my contract at the end of october 2016 and did not cancel anything and is thus billed without my knowledge or concent.

I've flagged this with the service provider (Cellu city) who did the upgrade on the 15th of december on behalf of vodacom. They logged a detailed service request with vodacom and up until this moment I haven't received any solution/feedback from vodacom - after every call I had to make to get an update/feedback they only said that they're looking into the matter, will forward an urgent request to their technical department and will phone me back. Not! As mentioned, i've contact vodacom on numerous occasions (Spoken to about 12 consultants, even managers, from the so called client care department, then solutions, at last received an email from the merchants department just to say they will phone me the next day (Ha ha ha! And I believed them... No call received). Spoke to another consultant and manager today and got the same message... Replied to their eager "let us know if your query was solved within 24hrs, I did and yes! Someone phoned back - the line cut, they've tried another time, line cut again and sorry dear client - vodacom is now done with your sorry "please hear me" request. I'm not going to add names but can for reference purposes.

I've had it... Vodacom - you're not going to bill be for an amount I have no idea what its for... I'm not their biggest client... But i'm a client. I've upgraded 4 of my 6 contract I have with vodacom recently - something I regret dearly today. So much for brand loyalty...

Maybe i'll get some feedback now?

27 December at approximately 6pm, my wife and daughter went into the store to submit a phone for repair.

Rodney (who refused provide his full name) "attended" to them. While my wife was trying to explain the situation to him, he was already shaking his head and saying no although my wife was still talking. He made absolutely no attempt to understand the full story and kept cutting my wife off every time she tried to speak. While I understand that Vodacom has certain Terms and Conditions relating to device waranties, the least I would expect is for your staff to hear the customer out before shutting them down. Rodney's attitde was condescending and in no way helpful and I would have expected more from Vodacom, with whom I have had multiple accounts since the advent of cellular in this country.
Yesterday's display of "we don't care" has made me re-assess Vodacom as my service provider of choice since service is a word very obviously missing from your vocabulary.
After leaving Vodacom, we went upstairs to Samsung where we were assisted by a very pleasant young lady who managed to resolve the issue with the instrument in a matter of minutes just by listening to the full story.

Yours sincerley
Disgruntled Customer
Mike van Heerden
[protected]

Dear, I have been struggling for the past 2 years with network coverage in my area 22 Oxford street, Evander Mpumalanga . I am unable to do basic things like: make/receive calls, do banking when I am in my house as a result they have broken into my house and I was helpless because I can't even dial emergency numbers. The strange this is I am paying for 100% service to vodacom but in reality it does not exist. I do however think that this is a total rip off, I have log calls and nothing happens. I am advise to escalate this matter to ICASA. This is my cell phone number [protected]. email address: ezra.[protected]@vodamail.co.za

My old account number and the reference used for the payment in question

I3798261

To whom it may concern.

Please refund the amount R1500.00, I have followed up with team leader Zolile nDunge on the 24th of November explaining that I had waited 2 months, emailed pop and spoken to call center agents with No one assisting me with my refund.

I made the payment by accident and then sent proof of payment in October to ask for the refund, and I am still waiting for my refund. No one can give me a straight answer and I have yet to receive the funds,

This is completely unprofessional and unacceptable, especially since I have been a customer since 2004.
I would like an answer as to why it has taken this long and why the funds are still not paid into my account?
Paid into account by accident.

y name is Jacqui Walton

Cell: [protected]

ID: [protected]

Account to refund is :

Standard Bank

Account Holder : JM WALTON
Account number: 06 113 941 6
Branch Code: [protected]
Swift : SBZAZAJJ

Please kindly confirm receipt of this mail.

Kind regards,

Jacqui

My cell phone number is [protected]. On the 24 November 2016 I received an SMS from Vodacom promoting the sale of 1500MB of data for R199-00, to be distributed over three months at 500MB each month. I made this purchase. I got an SMS confirming the first 500MB being valid from the 24 November 20:16 until 23 December 23:59, and also confirming that this would recur twice, i.e. I would get 500MB for two more months.

The 500MB did not last me the month. But then I understood that the 2nd 500MB would only be credited on the 24 December. I therefore had to recharge twice so I could stay connected.

On the 24 December 2016 I did not see the recurrence of the 500MB. Today, the 25 December at 09:26, I received an SMS informing that I had run out of data. At 10:07 I got another SMS informing me that I had been paying R2-00 per 1MB; and indeed all my airtime was consumed in no time.

My biggest frustration is the inconvenience I am experiencing by not getting a service that I paid for. I called the Call Centre this evening and I was promised that the technicians will contact me within the next two days. This means that between the time my airtime ran out earlier today and the time the technician fixes this problem, I will be disconnected from everyone.

For health reasons, I am confined to the house and I will still be for a longer while. I paid for this data so I can be able to stay in touch with people who can be of assistance to me in my situation. I find this to be a biggest disservice on the side of Vodacom and I need someone to make this right urgently.

To Whom it may concern:

RE: Vodacom data, prizes and smartphone application.

As a loyal customer for many years, I kindly request clarification regarding the following:

A. You are The 2016 Bonus WINNER. Claim your R9500 Bonus

1. I play R20 “play every day “ every day and enjoy the prizes, I won a lot of bonus prizes etc.. The enjoyment of the game became part of my daily routine.
2. I Received a sms at 11:43, Tuesday the 21st of December from number +[protected] with the following wording:
“Congratulations [protected]! You are The 2016 Bonus WINNER. Claim your R9500 Bonus on www.cp5.bid/3/v.php?m=792335299 or reply WIN [OADC] optout smsStop”
3. When I clicked on the link the address bar on my phone showed Vodacom live, and immediately continued to claim my prize knowing it surely has to be one of the draws I’ve automatically been entered to.
4. After submitting my claim, I received the the following sms’s:
a. +[protected]: Welcome to your Get Your Prize Service. Visit www.xmasbox.co.za and enter password: 716222 (FREE MSG) R7/day, to optout txt stop, Support: [protected]
b. +[protected]: Welcome to Check Your Prize Service. Visit www.bonusbox.co.za and enter password: 373687 (FREE MSG) R7/day, to optout txt stop, Support: [protected]
5. I immediately responded by sending “stop” sms and phoned customer care on 114 to avoid any deduction from my account. The voice recording on 114 stated the following:
“ if you received an sms, indicating that you are a bonus winner of R9500, please ignore and do not subscribe as this is Spam”
6. I was relieved, knowing Vodacom are aware of the spam or false representation on the welcome message, and busy addressing the problem. Any normal person will surely assume that Vodacom will prohibit any deduction to protect their customers. The next day, being the 21st of December a number of R7’s were deducted from my account . I immediately phoned Vodacom and the representative confirmed that a formal complaint was lodged, cancellation and refund will be done within 72 hours and received the sms below:
“Dear Vodacom Customer: Kindly note your unsubscribe and refund request has been escalated to WASPA for further investigation. Kindly note it may take up to 72 hours for the request to be processed, alternatively please call WASPA on [protected]. Thank you for your patience and continued support. Ref: #6714021
Kind regards, Vodacom Customer Care Zamile Somchiza”
7. After 72 hours I noticed that the refund was not done as promised and the responsibility to take the matter further was shifted to me as per sms below:
“Dear Customer, please be advised that should you wish to lay a formal complaint please contact the regulatory, WASPA, on [protected] (charged) or complaintswaspa.org.za. Vodacom cannot lodge an official complaint on your behalf. Ref: #6714021
Kind regards, Vodacom Customer Care Zamile Somchiza
B. Vodacom Smartphone application
1. After the app was launched, I made use of the facility as oppose to the *111# function. I usually check my balances on the App and budget the allocation of airtime accordingly. On or around the 22nd of December the app indicated that I have 60 minutes night shift and 83 talking points. I phoned my fiancé after twelve, and made use of the night shift only to find out afterwards that the airtime was used and approximately R35 which as not allocated to data. I phoned the call Centre and inquired why the application showed that I had 60 min nightshift and not the case if checked on *111#. I recorded the representative which indicated that it was a fault on the App and that she will not be able to assist me. I requested the representative to explain why I am in a position where I cannot resolve the matter with Vodacom? Firstly, as per point nr A above, It is an Issue which can only be rectified with WASPA, Secondly with the App? I humbly requested her to indicate if I am in control of the App or Vodacom?

2. She clearly acknowledged that is obviously Vodacom, and there for my question to her again, why can you not resolve the issue? I need to determine how to resolve the matter with the App?.

3. The call was dropped and knew I will now have to start the process again. After approximately 5 minutes holding on, I realized that no option to speak to consultant is been given to me anymore.

The discrepancies mentioned above occurred on numerous occasions with family and friends.

Kindly note that my intention is not to gain dishonestly or to initiate a petition, as I am satisfied with the overall service provided.

I would however like to humbly request a fair reimbursement, for your consideration in the form of airtime and data.

I would perceive a fair reimbursement of R300 airtime and 85 Gig data as adequate, which will not be construed as an admission of fault or as a quantified value as mentioned but as a good gesture or reward from Vodacom for time spent regarding the matter during the course of the week.

I hope you find my request favorable.

Regards,

HSJ van Rensburg
Bcompt Hons, CTA, CEA
[protected]

I have been trying to get my new contract phone working since wednesday 21 december and after i spoke to a consultant on wednesday, i finally after hours on the phone was told that my simcard is activated. Its been 3 days now and i still can not use my new phone and was told today that my sim was never activated on wednesday. This is pathetic! I can only phone again on tuesday.so that means my card will only work on friday. Yay. 2 weeks with a new phone i can not use. After many hours spent on the phone trying to sort out my new phone it is pathetic and vodacom is pathetic!

Scammed by Vodacom and Game. Took out a contract with my own prepaid no: [protected] in Nov 2016. I was informed it will take 7 days to be activated. Till this day I have not been activated. Funny my account was only debited yesterday 23:12:2016 for connection fee. Called 30mins ago I was advised I am on prepaid, I should call Game. Called Game, was told I should be active on contract. Back to Vodacom, ur line was activated beginning Dec and you have been allocated R200 airtime. I have never received any airtime or the promotional R300 airtime I was promised. And staff of Vodacom hangs up on me saying I used my airtime. The phone has been dead for over almost a month, I am so angry now, I have been conned.

Kind Regards
Mrs Douman 😡

My iphone 5c with vodacom contract smart m, cell no. [protected].
I left for overseas and activated roamon on 16 november 2016 but did not get the usual confirmation message regarding the cost of sms's. however it appeared that roamon had been activated because no one could call me.
On my return to sa on 16 december 2016, I tried to activate roamoff but just kept getting the message "not delivered". I immediately called the vodacom help line but the attendant could not help me solve the problem.
After several phone calls with no success I was eventually given a reference number (1-klx2vnmq) and was told that the problem would be escalated. I waited on the line for 20 minutes but had no answer and was not sure if the problem had been escalated.
I was on holiday in cape town so went to vodacom at century city on monday 19 december2016. I was passed on to 5 different people for 2 hours but no one appeared to have any idea what to do. eventually zuko gwadana said my sim card was damaged and needed to be replaced. I gladly paid r63 for a new sim card and was told to keep my phone off for 2 hours and then restart. I followed these instructions but found that it had still not solved the problem. I went back to the store on tuesday 20 december and spoke to stephen (the manager) who was very helpful and tried several approaches and decided that it was not the sim card that was the problem. however, he could still not solve the problem.
I have now been without the use of my phone for 9 days. I cannot receive or send calls or receive or send sms's. the word "searching " continues to flash in the top left hand corner.
I am very disappointed in the service I have received from vodacom. I have been a contracted client for many years but I cannot use my phone even though I pay my monthly contract fee for the smart m package.
I would be very grateful if someone could please now escalate this problem and provide me with the service I should expect.
Kind regards
Gillian hawkey
Id:[protected]
207 spring glade
55 marine drive
La lucia
Durban
4051