Vodacom

I reported this complaint on 29/11/2016 to Vodacom Customer Care, Vodacom Kenilworth Branch and on Hellopeter and to date no-one has made contact with me!

Dear Sir/Madam

I trust this finds you well.

On 02/11/2016 I visited the Kenilworth store for the following:-

1. Upgrade for [protected] : I wanted a Samsung as did not want to learn to use another phone and was said that best deal was S7 with free Samsung tablet – I was given no other options
2. Upgrade for [protected] : I wanted a decent entry level phone and was offered the Huawei P8 lite, I was given no other options
3. Mobile data device application : I was offered the LTE mobile data device of 10G p/m, I however then requested the one of 20G p/m which was said is R529 p/m

I was advised that I could not get an upgrade as my credit had been revoked, no valid reason could be provided, except that it’s probably because I was an ex Altech Autopage client.
On the same day I sent 3 months bank statements, copy of identity document and marriage certificate as requested via email.

On 03/11/2016 I received an email to say the matter was escalated to the acquisitions department.

On 07/11/2016 I was sent an email to say there was a delay because the copy is certified, I must send another copy, which I did

On 12/11/2016 I received an email to confirm docs where in order

On 15/11/2016 I received an email to say the devices where ready for collection

On Friday, 18/11/2016 I visited the store to collect. I left with and paid for the following:

- Huawei P8 LTE (black)
- Admin Fee R150.00
- Cover for Huawei Back R229.00
- Cover for Huawei Front R189.00
- Samsung Galaxy S7 Edge
- Cover for Samsung Galaxy S7 Edge R599.00
- The power battery pack
- The Samsung TAB 3 Lite Bundle
- Prepaid Sim card R148.50
Total Cost R1465.50

At no stage was it explained that the costs for admin fees would be upfront, but I settled the amount and left by 17:45
Everything was copied from my previous Samsung to the S7 Edge and my old phone was wiped clean. I gave the phone away that evening.

By 13h30 on Saturday, 19/11/2016 the S7 edge froze and started overheating. It continued to overheat and no buttons worked so I visited the store again that afternoon between 3.30pm to 4pm.
The first guy that helped me could explain exactly what was happening without me saying anything, as he said it was the 3rd phone for the day where this had happened.
The feedback I received from the next lady was that I signed a contract and it must go in for repairs – A BRAND NEW PHONE that I had for less than 24 HOURS!
She also said that Vodacom does not offer load phones – but after I got upset as I was travelling for 3 days from the Monday and needed a phone desperately as I required Uber, Airbnb, etc she came from the back with a Sony Ericson
She advised that it was a oldish phone, so I shouldn’t expect same features – I was fine as long as I had my emails and apps for travelling and whatsapp.
She said she could not set this up on the phone, she had no idea why it was not connecting to the mobile network. So I left Vodacom that afternoon with a phone that could do none of the above and was extremely stressed about travelling.
However Saturday night after playing around with the phone and settings, I managed to get it working.

So all my extra data received was to set up new phone (S7) and then set up loan phone (S7), so when I get another phone will need to set up again. This whole matter has been extremely time consuming and costing me.

Please see SMS updates received regarding the phone

Thursday – Job no [protected] has been sent for a higher level repair to the Advanced Repair Centre
Friday – Job no [protected] has been received at the Advanced Repair Centre
Friday – Job no [protected] is currently in the assessment process at the Advanced Repair Centre
Friday – Job no [protected] is currently in the quality assessment process at the Advanced Repair Centre
Friday – Job no [protected] has been dispatched form the Advanced Repair Centre to Vodacom repairs Tygervalley
Friday – Job no [protected] is ready for collection at the Vodacom repairs Tygervalley Please bring along your ID/Drivers for verification purposes

How can this be for real? A brand new phone sent for repairs!
I phone which left Kenilworth but I need to collect at Tygervalley!
I will be debited the full amount tomorrow from my account but I have had a few hours use of the phone!
I have accessories purchased that isn’t been used.

This is absolutely ridiculous and a total rip off, I really don’t think this whole process has been followed fairly.

I would really appreciate your assistance in resolving this matter. I am extremely frustrated!

When I received my monthly tax invoice in mid November 2016, I was surprised by the unusually high amount. After investigating I discovered that I was incorrectly billed for two months subscription fees.

I spent in excess of 2 hours on the phone with a total of 4 Vodacom call centre agents (including a Manager), in an attempt to be re-funded. Seeing that I am on a tight budget, I do not have surplus funds available in my bank account and cannot afford to wait ages for such a refund. However, during every conversation with a Vodacom call centre agent, I was reminded that my query can take up to 14 days to be attended to. My first phone call took place on 21 November...today is 19 December...and still no sign of my refund.

I understand that processes take time and procedures need to be followed. HOWEVER, I was not the one at fault in this case and therefore expect someone in charge to at least attempt to pull a few strings. Vodacom deducted an amount of almost R800 from my bank account without my permission! Money that I saved up to spend on my wife and kids over the festive season. I am disgusted! Vodacom has made this festive season, one my family and I would like to forget before it has even started! My wishes for 2017 is that, should Vodacom continue to make mistakes that have tremendous impacts on the financial situation of families, their humanity should at least override their policies and procedures and 14 day waiting periods!

We are 2 people in the Business called Lunaria Personeeldienste.
P. van der Merwe - [protected] and K.A. van den Berg - [protected]. Every month I send a mail to [protected]@vodacom.co.za asking for a copy of our invoices. It is a struggle every month to get our invoices.
5 Dec 2016 I send the mail again asking for the invoices for the Nov calls made, thus the invoice that is due for payment on 31 Dec 2016. Maatemane send a mail on the 7th of Dec, asking for a letter and ID of myself. I've mailed that back on the 7th of Dec. I have received 2 mails stating that my request has been closed BUT I HAVE NOT RECEIVED my invoices. I will report Vodacom on Hello Peter if I do not receive my invoices BY TOMORROW.
Karina van den Berg - [protected]

Last week wednesday I made the mistake of buying 2 contract phones and its has still not been activated. I went to the store, the bottom one at Cape Gate Mall, even spoke to the manager Izanette Joubert, been told 3 times in a row that the wrong package has been vetted, and that they will connect within the next 24-48 hours. 5 freaking days later and still we are not connected yet

HOW PATHETIC CAN YOU GET!

IF WE ARE NOT CONNECTED BY 12 THIS MORNING I WILL RING THE OPENED PHONES BACK, PUT STOPORDERS ON MY DEBITORDERS AND MIGRATE FROM VODACOM.
PATHETIC SERVICE

My name is Jacques Basson and I did cancelled the following contracts with Vodacom on the 18th of July and all the payments to them was done.

[protected] R1, 352.14
[protected] R226.17
[protected] R3, 495.22
TOTAL: R5, 073.53

The premature Cancellation and quotations was signed paid via EFT and send to retentions.[protected]@vodacoma.co.za
It is no 5 months and vodacom still the deduct monthly payments. The last person assisting me was Phindile Ntuli. All docs was emailed to her on the 8th of Dec 2016 and a followed mail on the 13th with no response. I think the service is so bad from vodacom

I went into the vodacom 4 u shop in pavilion to purchase a Samsung edge on contract but my application came back as a declined. They requested me to send my bank stats and payslip so I did but they state that there's a negative status. Since sent them my experian credit document which reflects no late payments on my account and I still have not heard anything from them yet. I'm not sure whether the consultation at that shop ayesha kader is assisting me but she promises to call me but never does. Kindly assist in closing this query

I have bee a vodacom customer now for 16years. And now I am considering switching to MTN. Please explain how it is possible that within 1 month this is the 3rd time I am experiencing "network problems"? This means I am unable to make any calls! This is unacceptable. Yesterday 3 different consultants told me 3 different stories.
1. We must do a network selection on my phone. This did not work.
2. There is apparently a limit on my acc. Please explain how a limit can be put on without my knowledge?
3. Last consultant told me there is network problem and it will only be attended to on tuesday.

So now this is the 4th day I can not phone. I am a contract user NOT pay as you go. And my acc has always been paid ON TIME.

Vodacom you suck. Surely I will get better sercice from MTN.

Nadia le Roux
[protected]

I got an upgrade from Vodacom over the telephone. They delivered my new iPhone 7+. When I phone people my caller ID doesn't show ... and most people don't pick up. Many calls to customer care. They promise to sort out. Last try was on Wednesday. Technician said "permanent CLIR" was activated. Will take 48 hours to sort out. Still no joy. My reference is : [protected]. My cell number is: [protected]. I am very annoyed with the service of Vodacom

Consultant tsabelo at clearwater mall vodacom 4 u never processed my upgrade and new contract as I discusse with him on wednesday 14 dec 2016. I was told by him after I had to phone him back for 2 days to find out how far and what is the progress on my application. I was then told I can come on saterday 17 dec 2016 to collect my new products. Upon arrival nothing has been submitted and no upgrade status was done. The attitiude after I told them to rather then cancell everything was shocking. I was then told to leave and go to another service provider. This is not at all acceptable if im paying so much anyway to vodacom on my contracts. Very very poor service and attitude from this store and people working there.

This will be the 4th complaint in about 2 and half months. I have a few contracts with Vodacom and am tired of missing data or airtime. You can never help immediately as you have to wait for reports. Then always blame the phone and say we are on interest. Rubbish as everything is turned off and now these are 3 different phones already. Then you come with a little refund and call it Goodwill. There are daily complaints all over from users about the same complaint. Last 2 numbers were [protected] and [protected]. Go and check the reports. Now it's [protected]. Check 9th Dec for usage and tell me again it's internet. Travelling back from Durban that day and all turned off. Investigate this immediately please and mark my numbers on my contracts for no further taking of data and airtime. This is theft.

I am a cell c customer and I wanted to join vodacon due to your reliable network and better service plan only to be told at prominade mall (Mitchells plain by floor assistance that they do not do porting on fridays and I must come back on monday.

My argument is, what happens if I know im relocating to a place where there is only vodacom network (Reception).. And to me, the only reason that I could not be assisted what that im not buying anycellphone or taking contract.. I find the service discriminatory.

This was confirmed by a lady, who wa reffered as the branch manager.

I find this as an example of bad client service and I am so dissapointed.
The worst thing is that all my family members are using vodacom.
I will also share this on hellopeter

Thanks mr leonard nokwali
[protected]
[protected]@gmail.com

On 15/12/2016 I purchased some R55 airtime. Indeed during the day I made a couple of calls and may have sent an SMS or two.
At 21.20 I needed to make another call. Before doing so I dialled *100# to ascertain my balance which was at that point in time 44.49.
I dialled an 083 number and was still busy speaking (had been on the phone for less than a minute - just confirming an appointment) when the phone went dead and I immediately thought it was a dropped call. Checking my balance however I saw that the airtime was up!
I have been with Vodacom for more than 20 years (most op it on "Top-up" contract with little contract time so after the 5th of every month I need to "Top up" regularly) and this has never happened before. Please respond in an appropriate way as I do feel that I am being robbed (besides the fact that SA cellular rates are by far the most expensive in the world) and am angry enough to switch to another supplier. D

Every time I play the play every day I win nothing but that's not the reason I'm not a sore loser the complainment is that I once on 30mg on 14 December and it said use until 14 December so I couldnt even use it it's making me angry cause I wanted but to use it but now I can't use it so please let me know ASAP cause it's not fare on me and other people complain on it too

I phoned vodacom online upgrade services to upgrade to a new cellphone on 24 october 2016. It has now been 7 weeks and I still have not recieved the cellphone. How is this posible that a vodacom franchise can procure a phone within 5 workings day from date of order to delivery but vodacom online cannot produce one in 35 working days, and counting. I have to date not recieved any communication from vodacom onlne as to the situation/stading for this phone, I have contacted them four times within these 7 weeks but no one can tell me when the phone will be delivered. This is extremely frustrating and disappointing. Time to move our business (+ - 10 contracts) to yellow team.

On Mon 12 12 2016 I phoned Vodacom 082 1958 cancellations to cancel my number in order to use it at a new service provider I spoke to Phesego
who said i have been a loyal customer and Vodacom will offer me a new contract for R329 etc
By the next day I haven't heard from her so I phoned and spoke first to Kedibone and then Melusi Khumalo who said it was pending but he will do the deal When I RECEIVED THE EMAIL and it was R410 in stead of R329 I phoned and spoke to Maki and cancelled the upgrade and the number and got a ref no 1/[protected]
I thus ordered my new phone from MTN AND FILLED IN A FORM to port the number
On 14 12 2012 at 16h30 I RECEIVE A MESSAGE FROM MTN that port request has been declined
So I phone again and am told that at 15h00 the upgrade was loaded! although I never requested it!and its after 5 so upgrade people have gone home
So I PHONE AT 7H30 ON 15 12 2016 and Jocelyn tells me it will be investigated and rectified
By 11h00 I HAVE NOT HEARD ANYTHING so I phone AGAIN and ask to speak to a supervisor-mr TSHLOLOFELO. He promises that After he has emaile Joselyn he will rectify and see that the upgrade is cancelled AND the number in order for me to keep the number
I AM GOING AWAY ON THE 16TH [tomorrow] and I HAVE NOT SUCCEEDED TO GET THE NUMBER CANCELLED!
I have spent -+3 HOURS SPEAKING TO CONSULTANTS AND WAITING and nothing has been done up to now!
PLEASE HELP!?!

Vodacom permitted an individual to have access to our itemised billing information, putting our business at a security risk which has affected us so much. we have tried with fail to get assistance from Vodacom in regards to the matter. their call centre can not help us or even forward us to a helpful office.

Since June 2016 our statements hasn't been delivered to our postal address, on follow up we were requested to send an email which we did with no response until we followed up again telephonically, eventually we were given a vbs.admin @Vodacom.co.za email to forward our request, at the same time their consultant confirmed that there is an email address already receiving the monthly billing information. this so called email given to us is a personal email of a gmail account. we wanted to know how does such a security breach happen and we were informed that who ever had made changes had provided enough proof of being linked to the account. when we requested for that proof, the call centre is not providing any because they can only access the current information only, at the same time they can not escalate our case further. we have sent an email to the complains department with no response either.

I phoned vodacom customer care and explained to them that 5 of my vodacom contract numbers disappeared from from the vodacom site when i log in, so i can no longer see upgrade dates etc.They gave me a a request no.
A2-20FM-UHHW7 on 8/12/16, recieved a sms from a Sivuyile Kofi stating that my problem has been resolved, i logged in 15/12/16 and nothing has been done to the problem, still the same. I need to see all my contract numbers as it has been for years, what changed in the mean time that they decided to remove it?

I transferred Ownership of my second cellphone number to my account on the 13th of November at the Vodashop in Woodlands mall in Pretoria. The consultant who assisted me never increased my credit limit on my account. Both of my numbers have been soft locked since the 5th of December. I have phoned 2/3 times every single day to unlock the 2 numbers, as it only unlocks for 1-2 hours, then I cant do anything with my phone. It has been 10 days now. I even went into the vodashop in Northgate and they could not do anything. Everytime I phone the solitions team the just unlock the phone and lodge requests, nothing gets solved! This is extremely inconvenient and frustrating and there is literally nothing that i can do about this. I have never received such bad service in my life. Paying R1100 for nothing.

After a couple of disputes with Vodacom, and them escalating it and promising to call me back, they never did, I decided that I am going to move over to Cell C, just because of cheaper tarries, as well as lack of service from Vodacom.

My number was successfully ported from Vodacom toe Cell C 10 November 2016. On 13 November I find out that there are 2 numbers on my account that I do not own, but with the same contract, and that my account is still active for some reason. I went to Vodacom Eikestad to find out what my settlement amount was and was told R2500 roughly.

I then called accounts department and was told that the final settlement amount is roughly R2500, which I don't agree with cause they want me to pay for a full November, where these 2 random numbers have been using my contract for free, I feel I need only pay for the 10 days... I was once again told it has been escalated.

On 7 December a debit order of R5436 roughly was debited from my account. Why that amount I still don't know. I call accounts on 8 December, and the lady tells me she can see my account is still active, and that I should reverse my debit order and call cancellations.

I did exactly that and called them, and cancellations told me that they can also see the account is active with numbers that were never mine. She escalated the matter swell, once again to receive no call from Vodacom. From Friday we have been getting calls 6 times per day on average per day per phone from a Computer at Vodacom saying:" If you want to stay with the best network, please make a payment of R5436..." I got so annoyed I called Vodcom cancellations again.

I am now on hold with the lady... been busy for 40 minutes so far... she just told me that my account was cancelled the 1st of December, and so was my wife and I's number... We have been using these numbers with Cell C for 3 weeks by the 1st of December! To add to these lies... I was told on the 8th by 2 different people that my account is still active, and that there are 2 random numbers assigned to my contract!

Dishonest, and doesnt follow through to help with complaints. I previously complained that they charged me extra for data, even though my phone showed I had 2.2gb left for the month. I asked them to phone me in this regards... they send me an email with a bunch of numbers... when I phone back the lady says the system says the matter was resolved! :-(

I am furious at the lack of service, as well as incompetence of some of these people... Everyone says a different thing! And to add insult... after being on and off hold for more than an hour, and still being on hold cause nothing was accomplished, the next thing I hear is: "We would like you to rate the level of service you received..."

Good day Vodacom,

I decided to upgrade online on monday morning the 7th of November 2016.
This seemed very convenient and was promised my upgrade the next day which would have been the 8th of November 2016.

I was sent an sms telling me my Unique order number, etc on the 8th of November 2016. I realised this number looked like a Ram waybill number, so i went to the site which told me the order or waybill number was for them, however they had not been given an order or parcel as yet.
I then checked the Ram site on the 8th again in the afternoon, this time it said the parcel had been dispatched and was on its way to isando and it was received by them on the 8th.

I checked the Ram site again today the 9th of November and was happy to see that Ram was going to deliver that day.
I have received the undamaged parcel from Ram which to my Surprise had the following issues.

*The Samsung Galaxy Tab 3 lite 3G was missing from the parcel, however a Sim startup package was in the box.
*I received the Samsung S7, however the Sim card sent with the phone was not a nano sim which means it does not fit in the phone.

I now have a phone I cant use without a Nano Sim and I dont have a Tablet but i do have a sim card which gives me 100mb a month for 12 months... what a joke...

I tried phoning and spent all together 6 hours to your call centers, got passed from one person to the next, and when I found the correct lady to speak to, she told me the system is down and she cant help me, I must call back! I asked her to take my details and call me back, however she insisted I call back. I told her sarcastically how convenient that would be and she said thank you... I then put the phone down in absolute frustration in order to not start shouting at her...

I have not had issues with Vodacom before but I really am unhappy about the way I have been treated here.. it is now December the 13th and I to date have not had the corrier company come to return the items...
I have in the interim used the phone and unless i receive a call to rectify this matter I will be taking this to the highest level management to rectify for myself.
I will not be calling the call center back when the system is working as I dont know when that is... maybe tomorrow ... I need someone to tell me what I must do next...

I have a copy of my PO and then my invoice which I recieved from Ram... the difference between the 2 is a joke and I will not let this rest...

If I dont get a call back and/or instructions, I will go to my nearest Vodacom branch which must correct my order and make me happy again!

I never complain but I am at my wits end and need this matter dealt with urgently.!

Thank you.

Regards,

Paul Jackson
[protected]

details of order;

Quote ref: [protected]
Order #: U1024783
Date: 7 November 2016 - 12:01pm