Vodacom

Op die 22 desember 2016 het ek my ma wat 70 is na game geneem. Sy het 5 rugopperasies gehad. Sy kan nie lank staan nie. Sy wou n selfoon van vodacom op kontrak he. Die samsung j1 wat r99 n maand is. Toe ek dit vir die persoon se. Antwoord sy my dat my ma vodacom toe moet gaan. Want hulle help nie pensionaarse nie. My ma kry nie sassa nie. Sy kry n mynpension van r8000+ n maand. Ek het uit gegaan na die vodakom winkel. En gaan uitvind. Vodacom se mense het gese dat hulle geen so n ooreenkoms met game het nie. Dit is n ding van game. Ek is trug na game en vir hulle ges dat dit onwaar is. En dat hulle my ma sal help. Ek het die vorms in gevul. En bewys van adres 3maande se bankstate en id vir hulle gegee. Hulle het terug gekom en gese ek moet r105. Toe wil die transaksie nie deur gaan nie. Want die kode is nie reg nie. Hulle het n aderman geroep. Om te se dat hulle ons latter sal bel om terug te kom. Ek het gese ek soek die winkelbestuurder hulle het gese dat hy nie in die winkel is nie. Ek is na die kantoor om te hoor vir die winkelbetuurder. Daar is gese hy is in n vergadering. Ek het gevra vir die assestentbestuurder hulle het gese hy is in reseving besig om goed te ontvang. Ek is terug na die selfoon afdelling en gevra wat aan gaan. Hulle het die man wat gese het hulle sal ons bel geroep en niemand het opgedaag nie.

Die volgende toe sien ek die winkelbestuurder ek het vir hom gese wat aan gaan. Hy is na die selfoonafdelling om uit te vind wat aan gaan. Hulle het gepraat van die kode. Dit was toe al meer as 2 ure wat ons daar was. Ek het dit verloor en gese ek soek die bewys van adres bankstaate en die afskrif van die id. Toe het ek die kontrak opgeskeer . En gese ek gaan dit nie daar los nie. Ek gaan dit aan mashmark rapporteer. En aan vodacom.

So ek wil dit onder julle aandag bring hoe word vodacom se naam deur die moder gesleep. Deur game.

Baie dankie
mej. Erica coetzee
cell no. [protected]

I have been a Vodacom contract customer from 2002. I recently cancelled my contract as I didn't need another phone. Two months later I tried to open a new contract, only to find out I have been placed with the Pre Legal collections for 66c that was not debited off my account. With much irritation I paid R2. I was cleared off this judgment only to get told my profile has a low score because I have a bad account rating with Vodacom. I did not miss a payment as all payments went off as debit orders. I am extremely disgusted at the service that Vodacom provides and the power that they have to ruin a good record on their own, and not rectify it.

I accidently let the S6 fall in March 2016 which caused the back screen to crack a little bit nothing serious. The phone was still working a hundred percent. On night of 29 October 2016 all of a sudden the phone started saying that there is no simcard in it. I removed the simcard and put it back but still it said the same. The Sunday morning I went to Vodacom Chatz Festival Mall and was advised to do a sim swop. The phone still did the same...no simcard. I then took the phone back and was told that the sim reader was faulty and they will send it in for repairs.
After a month and a half I got the phone back...not repaired as it is said that the fall in March caused the damage to the sim reader or that I damaged the sim reader by forcing the sim card in.
I never took out the simcard since March that I got the phone and if it was due to the fall the damage would have been immediately.
I am so dissapointed that the repair centre can make internal damage of a phone not even a year old a client's mistake.
Things like this will resort me to use other makes.
I will escalate the matter although I strongly believe in Samsung products.
Regards,
Almarie
[protected]

We have been struggling since may 2016 to get any joy from vodacom in baywest port elizabeth. Took the red vip contract, including samsung s7 edge and speakers. We have been waiting for the speakers since may! Also been to baywest shop 3 times to enquire. Today we went back because everytime they say we do not have the speakers yet but will contact you. No one ever contacted us since may. I asked to speak to the manager, his reply to the consultant was to tell me that vodacom is trying to replace the speakers with another gift! When I said please ask your manager to speak to me in person. He came out the office saying that I must wait he is busy. Sat down and chatted to another customer. I am sorry but this is unacceptable.. Professional customer service managers are not suppose to be this way. Maybe we should transfer contract to a provider that is professional and friendly. And would want to have happy customers.

I'ts our fault for not making payment in time as per our arrangement but it was paid this morning after Vodacom stopped our services. We mailed the proof of payment through to [protected]@vodacom.co.za and phoned the call centre about 30min later. We where informed that it would take approximately 1 to 2 hours for the reactivation and the charges their off. After about two ours we phoned again, and again. The services was still not reactivated. My husband uses his phone for business purposes. Yes he got a bit aggravated with the last person Nicky that he spoke to but when we phoned back again for the 4th time i think the call centre was being spite full, they had me on the line holding for assistance for 20min. The lady Maria then said she lifted the block we should just restart our phones and the service will be back, but to no avail. We restarted our phones three times already and its still not activated.

In the beginning of December'2016 I dealt with Joanna at the online upgrades department who processed my upgrade.

Once the phone was received I realised that when I opened the phone that I wanted another phone and not the one asked for and the I wanted my packaged upgraded and that had not been done. I contacted Joanna again and after of a number of attempts got hold of her and she said no problem she will put the collection in and then they will reverse the upgrade once the phone is received and then I can call in and redo the upgrade.

I have since called in a few time to find out if the return was indeed noted as the phone is still at my work premises, everytime I call in no one can pick up on your system that the return was put in and promise to look into it and call me back and no one ever gets back to me.

I got so desperate that I even called into customer care one night and spoke to a gentleman that said he would call me the next day when he gets in a 14:00 as the upgrade department was closed at that time and then we could all have a conference call. To date he has not called and he also could not pick up that a collection had been noted.

In desperation this week I called in again a few time everytime holding for about 30 minutes before someone answers.

I spoke to Zanelle yesterday morning and she said she cannot pick up the collection on the system she would go check with the relevant department and promised to call me in 20 minutes an hour later I called back holding for another 22 minutes got through to Shashta who said she would get Zanelle to call me I said no I want answers explained the whole situation to her she said someone would call me by the end of the working day which did not happen

I called in again today requested to speak to a manager was told they in a meeting as they closing up tomorrow and that one of them will call me back still no call has been received.

In the meantime Shashta called and said she has logged the collection which does not help me as our office are going to be closing I need this phone collected so that the upgrade can be reversed and I can proceed with the new upgrade.

However after the shocking service I have received I'm not even sure I want to renew my contact with Vodacom.

I trust I will receive feedback shortly and that this matter will be resolved as I am at my witts end with this disgusting service

Kind Regards
DA Cloete

I've upgraded to a samsung galaxy s7 as I was told by the sales person I qualify forany handset. I was very surprised when I was informed about a special (Upgrade to a galaxy s7 and receive a samsung galaxy tab 3 lite for free. )

Now, every month I must pay r370 more for "handset charges". I was not informed about this additional charges and I did not give anyone permission to deduct it from my bank account. This means that my "free" tablet will cost my a small fortune of r8880.00.

If I knew I had to pay this monthly handset fee of r370 I would never upgraded to the samsung galaxy s7.

I played the Vodacom play everyday promotion this morning on the Vodacom app.i bought 7plays to play on the second play it landed on the electronics and games but then a message popped up which says there was a technical error and i need to play again which I did but then I didn't won . This happened for a second time but on the last play it landed on the grand prizes but this time a message popped up saying that I don't have any plays left and I need to buy more plays so I took a picture of the screen and call Vodacom to logg a complaint the guy that helped me told me that it shows on his side that I won with my last play a welcome tone for a week I rebelled he then sms me the number for the play everday department I spoke to a woman there then she told me that I won with my last play free Vodacom to Vodacom minutes and that I need to take the pictures to a Vodacom store so that they can explain what is happening

Customer Care Reply - Authentication Response Ref: 0124~43ZQ
I lodged a complaint in December and this has not been sorted out. I phoned in to get sim activated a few times. with no luck. I now asked for contract to be cancelled an phone to be returned. still waiting for a call from Vodacom. now I see online phone is active and the plan I accepted was for 100mb & 100sms & 50min, but online it is 80.60mb & 81sm & 40min
this is not what I accepted! I have reported my full complaint with ICASA.
I will not pay for a phone that took Vodacom 2 months to activate, and now also with incorrect data also!

I took a contract for a Vodafone tablet on the 05/02/2015 and there was a fraudulent account opened under my name for a modem on the 10/03/2015.The activation date of the modem(Fraudulent Account) was 13/03/2015.The debit order for the tablet was R249.00 a month but Vodacom have been debiting my account for R467.00 since March 2015. I tried calling them numerous times to sort it out but nobody was able to help. I've been to Vodaworld a few times with all of my documents but still I couldn't not get any help. I was handed over to their lawyers (Hammond Pole Attorneys). I have been blacklisted for something that is not my fault. How long does it take a big company like Vodacom to sort out a fraudulent account? It's been 2 years already!

I have spent over 8 hours on Vodacom customer care to get back my missing airtime without any success.

The operators have been extremely unhelpful and have dropped the line / put the phone down intentionally on various occasions.

I'm missing over R1500.00 airtime after my sim change and upgrade.

Could someone from Vodacom please assist to resolve this issue

Last Month I receive a Bill from Vodacom for my 3G contract and I cant believe that Vodacom would allow me to have a bill of R 51 000.00 for the month of July and August. I was not called to be warned about this, I have been a loyal costumer for a very long time, I just cant believe that all theycare about is profit that they would even spoil their customers credit record for profit. kindly look at this matter because I cant afford that money.

I am waiting for my Samsung S7 Edge phone and tablet. I tried to phone the store and manager this morning but their is no answer. I took my phone back to the store on Thursday the 15th of December. They said they are going to send it to Polokwane and when they get a reference number I can come and pick up my phone. Yesterday I phoned the store and the manager said she will come back to me. I had to phone her back. Then she said she will phone me back again. I am still waiting. I need my phone today as I am going on holiday. Please help me.

To whom it may concern

I phoned Vodacare Tygervalley w.r.t to my phone going in for repairs, whereby I received a quote of R2136.48 for liquid damage and the battery. As I am explaining to the consultant liquid damage to my knowledge is the phone is getting wet, she started blaming me that it is my fault. I had the device for 5 months and it started giving problems. Battery getting hot, phone switching on and off, showing charge icon even if the phone wasn’t charging, showing the dock is connected, couldn’t set time on phone, phone wanting weekly updates, phone switching on and off and eventually the phone didn’t want to charge anymore.

As I explained I don’t have insurance on the phone, it is a 24 month contract and I still have 18 months left on the contract so why would I not look after my phone. The Vodacom consultant just went on it’s my fault and that liquid damage could be me holding my phone while my hand was perspiring or in between other stuff. Could this liquid damage not have occurred as result of the battery heating up causing this liquid damage, could the same have happened here.

The same with the other Samsung Galaxy 7 callbacks that was faulty could my J 3 phone also not be faulty

Even when I took out the contract at Vodacom shop in Zevenwacht mall they did not explain liquid damage is not water damage and ways liquid damage can occur.

I’m not sure who the Vodacom consultant was but I received really bad service on her part, she does not have the right to blame me or make these accusations, that’s not good customer service. I’ve been a loyal Vodacom and Samsung customer for 15 years and it is consultants like these that will give Vodacom and Samsung a bad name and reputation. The Vodacare technician says liquid damage but can he conclusively say what caused the liquid damage, Vodacom needs to stipulate what causes liquid damage in detail when purchasing a phone or taking out a contract.

I am binded to a contract now for the next 18 months now which I have to pay, but I don’t have a cellphone in which to use the airtime. I feel very disappointed in Vodacom and Samsung because I have been a loyal customer to both and no one could assist me.

Job number [protected], IMEI: [protected], model Samsung J3

Carmen Thomas
[protected]

On 12th December 2016 I put in an application for an upgrade on my phone as I was due for one. On the 12th the service representative called me and confirmed the details of the phone that I wanted to upgrade to and the plan. He confirmed my delivery address and everything was in order and that I could expect the phone in 3 to 5 working days. It is now 21st December and after making enquiries since last week I have been shifted from pillar to post without a direct answer. Yesterday I finally spoke to a representative that told me that the phone was 'stuck' in confirmations? What the hell does that mean and why is it up to the CUSTOMER to ensure that it gets 'unstuck'. I was told by this representative to call a number 082 1945 which is 'validations'. After speaking to a 'validations' representative I was told I would receive call from 'confirmations' to which I never received a call. I followed up again on Wednesday 21st to be told by a representative at 'validations' that their system is offline and to call back in an hour. I stated why is it that the customer should be following up with them. WE ARE THE CUSTOMER they should be following up with us. She mentioned to me that representatives are not allowed to phone out! what a load of CRAP if I have ever heard. For an organisation as large as Vodacom and I have been your customer for over 15 years now you would think that one would get a little bit more of service than a call back in an hour. WTF. Shocking, disgusting service. I have now decided to cancel and not renew my contract with Vodacom and will move to your competitor. Time for you guys to catch a wake up with customer service and send all your representatives on training and that they pick up on the details of customers and return phone calls and follow up on pending transactions.

My husband had 5 Contracts with Vodacom and his account is paid for the month of Dec and he has just upgrade one of his contracts in this month which is not even a week ago and since then everyday all his contracts line has been suspended between 3 - 5 times a day, so every time when he calls in they giving him the excuse of the new thing that Vodacom has implemented is if your account exceeded R 1 000.00 per day your account will be suspended, which my husband said it is impossible because he has 5 contracts which one of them he use for his business only and was asked why did Vodacom not informed their customer with this new implementation then he would have not upgraded his one contract which he also need to upgrade 3 of the 5 in Jan 2017 which he did not received any answer on his question, only that we will send it to the back office to increase your limit but in the meantime we will open your lines which only works for about an hour and the same routine stared all over again.

When we asked to speak to a Manager to assist us with this big problem we get told that or the manager is not in today or someone will phone you back with NO return call.

This is highly unacceptable and my husband is with Vodacom more than 10 years and NEVER had so much trouble and inconvenience with them.

I called Vodacom on the 21 December 2016 to cancel contract that ended 19 December cause I was told the contract doesn't cancel automatically after the 24 month. I was told by the consultant that their systems have been down since 16 December 2016 and I have to call back on the 23 December. I asked can she not take the details and when their system is up and running to captured the cancellation, so she told me shes going on leave tomorrow.I asked could you not give it to your supervisor to hand it to another consultant and she said no I need to call again.
I asked to speak to a supervisor and she put me on hold for more then 15 min, did not come back to the phone to tel me the supervisor is busy or something.I then ended the call.

I took a contract on the 25th November 2016 and I've been following up about my order ( I have E-mails to confirm) and they promised to deliver before Thursday the 8th December, I waited then called them followed up on Monday the 12th and they said my contract was cancelled, no body from Vodacom contacted me I was the one following up . I even complained on Twitter they have been assuring me that someone from Online will call and assist me even today nothing happened .

How could they treat customers like this .

I spoke to Annet at about 14:38 on 20 December 2016.
I called from my mobile phone [protected].
I advised that I upgraded my contract on same date. further that when upgrading my understanding was that I would be getting 1 gig monthy. Further that on my on line profile what was reflected was 1 gig once off.

my question was very simple whether the gig was once of or I would indeed be getting a gig every month.

Are got asked various questions like what page of the book am I reading from. How many months ago did I upgrade and other rather annoying questions which had nothing to do with my question.

Eventually, the answer I got was that changes to my contract would only be effected in February. It was clear that this lady did not under my question. Instead of saying so, she gave what she thought was an appropriate answer which did not answer the question at all. When I told her that her answer was not satisfactory she went as far as telling me that I want her to answer the question that I want the answered and not the answer she has. Which is a fact, I do want her to answer the question at hand, and not tell me about what will happen in a month or February.

Instead of letting me rant and rave and finish my question. she rudely continued to interrupt me and even went as far as to comment on my level of education and intelligence and continued to shout over my voice and then she hung up the phone. This is absolutely unacceptable, I pay for this service I am not being done any favours here and should not be treated as such. I would never speak to a client in this manner because I know they are the reason I continue to be employed.

On 21 november 2016 I have done an upgrade (premature) and requested to go from the flexi plus to a smart s package. As as result an increase in my monthly contribution which I have not problem with. With the upgrade I was supposed to get the following: samsung s7 ; samsung 7" tablet (package include 75 min, 75 sms and 500mb). The website also states the if you bill is higher than r500.00 you get next day delivery. After fighting with the after sales department for more than a week and making treads I finally got delivery of my parcel on 29 november 2016. Yet it was not everything. I only received the samsung s7 but not tablet in sight of the promotion.

I immediately contacted the call center to report the matter and was informed the tablets is on a back log it will be delivered during the last week of november and the first week of december. It is one day less from a month that I have done the upgrade and still not tablet. I have called the upgrades department as well as after sales an no one is willing to take ownership of this problem. Yet I will be billed for this every month however I do not have the device.

On top of this on 01 december I was supposed to receive my new package (75 min ; 75 sms and 500mb) yet I did not get anything. I have logged numerous calles to vodacom and visit the head office in midrand with no joy. I was informed that I owe vodacom r1809.70 for the upgrade (my new device yet this amount is included in my montlhy fee) I do believe a credit has been allocated for this however I still do not have the minutes, sms or data.

To make things worse they have billed me for the new package (From 21 november 2016 - the consultant zanele xele did not know what she was doing ; and I am being billed for december thus a double bill on the smart s plan. I do understand that I will need to pay a fee for my old device and it is on the billing. ) vodacom has no interest in resolving these problem nor do they want to allocate or active my services as I owe them money yet they have acknowledge that they have billed me incorrectly for the r1809.00 and I am still waiting for the credit to show in the hopes that my service will be reinstaed.

They lie to you and make false promises, I have spoke to manager that are no longer willing to assist (i think they do not know what to do or how to resolve the problem). We made a contractual agreement over the phone as to what the upgrade includes, I as the client received only 50% of the devices in the upgrade and no service as vodacom does not know how to bill the clients or the staff is not trained to do the job.

Thus I require from vodacom a tablet (Samsung 3 7') not delivered, my account to be credited with the double bill and my account to be reinstated to operate in the way it should.

No one in vodacom is willing to assist nor take ownership the departments keep on blaming each other.

I have spoken to the following people:

Zanele xele (upgrade first call and follow up)
Kimberley (apparently this was zanele's manager however just escalated the matter I received a call the table will be delivered before 15 december 2016 yet nothing - ps I think she acted to be a manager thus misrepresenting herself in her role of the company, and failure or willingness to assist when I wanted to follow up)
Tebego (after sales manager, helped to get the samsung 7 phone delivered, yet was not willing to assist when I asked about the tablet)

Shannon (customer servie - she is the only employee in vodacom that was willing to help and managed to get the matter of the r1809.70 investigated and credited).

I feel that vodacom is not worried about the clients they have and is just billing people left right and center as they please, make false promises on promotions and upgrade and does not know how the system works nor are they willing the assist in cleaning up the mess.