Vodacom

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

About 5 months ago I went to Vodacom key west for a upgrade as my previous contract came to a end.They phoned Vodacom and I was a silver client.I applied for my upgrade which included R110.00 airtime and 10 gigs once off data.First month went by no airtime and no data.I complained and I was told to take a extra contract out for the airtime, this was not agreed upon as it was included in the r199.00 contract price.They then said Vodacom made the mistAKE and that the contract must be cancelled and a new one done.I did this and after 5 months of debit orders going off on time still no airtime and no data.This make you a THIEF you are stealing money from your customers.The contract has still not been activated and you are still STEALING my money every month.Now according to your system I am at pre legal yet my statement from you shows that I owe you NOTHING.I took my Vodacom 3 g in as it was not working 2 weeks ago . they charged me for a new sim and promised it was fixed, guess what still not fixed and now my 16 gigs data has expired so you STOLE this as well.You are absolutely pathetic and I have been patient but now I am listing my complaints with anybody who cares to listen.BUT TO BE HONEST YOU WILL DO NOTHING.

Dear Vodacom
I have had no luck with your terrible customer service lines. I have made countless calls from the very first month of my upgrade. The service agent that upgraded me gave me misleading and false information. For 15 years i have had limits in place to ensure my cellphone account is the same every month. I have also done this for my wifes phone. Uchoose smart s. Since my upgrade my wifes number that i pay for has some how become the main number as well. I did not ask for this change. I am being charged out of data rates and will be debited R2200 at end of the month for a package i did not ask for. I have spent at least 3 hours on phone calls with useless call centre staff who just log Enquiries and i have had no feed back about Enquiries. I am more than willing to cancel both my wifes contract and mine to leave this terrible customer service and move to a new service provider. From the first month i have noticed a billing issue and now no one is doing anything about it. No one is taking charge and no one is resolving my issue. It is ridiculous and pathetic how we are so happy to take peoples money but never willing to provide the service.

I've upgraded on Wednesday 23 November 2016, after I was promised my phone at the latest that Friday what should be a 24 hour delivery as promised in Vodacom's website I still after 3 weeks have not received my package. After Vodacom's consultant lied to me on Monday saying that Ram was closed that Monday so my package will only he delivered the next day I contacted ram with the tracking number vodacom gave me and they told me that the package was still with vodacom. On that Wednesday after alot of promises made by different vodacom consultant and even managers like Kelly from sales dept. I still did not receive my package. I reported it on vodacom's Facebook page and every time I get the same written response: we will get back to you.. So this Facebook page is also just a front to me vodacom's side clean but nobody fixed the problem yet. Then I wrote a complained on hello peter. Then I got response... Phone calls from 3 different people that can't believe this bad service I received, apologised for the poor service and again a lot of promises to sort out the problem and then you never hear from them again. Until the next complain I make on Facebook and Hello peter then another agent from the media dept contacts me only to say the something over and over again: I've send your complaint to this dept and to their manager but I never hear anything and I still do not have my phone! So I think I am going to stop payment my account after being a client of Vodacom for almost 10 years...maybe then I will get a service I pay for!

I would like to express my dissatisfaction inregards to a issue i had, whereby my phone had been stolen and had called Vodacom to assist me in blocking the phone and blacklisting it. I had intially been told that i couldnt blacklist a phone over the weekend ( 11/12/2016), and would have to call back on the Monday. I called on the Monday, while i was at a Police Station ( Sandringham) to report the matter and get a case number. I was then told i need to get IMEI number, and then would help me. Then i was told that it would take 48 hours to submit a blacklisiting, due to system issue.

From the 28th of November i phoned in to Vodacom to query an invoice they intended to debit me on the 1st of December apart from my usual account bill.

1. They told me it would be resolved as it was a fault on an invoice coming from September (this is the first consultant i spoke to on the 28th of November 2016, she issued a note for the solutions team to sort it Ref #1-[protected])

2. Vodacom proceeded to debit the amount that they wrongfully charged me for, i had to phone in to the bank to reverse the debit order.

3. I then phoned vodacom back and received the amount that i was liable for and paid it on that same day.

4. now Vodacom keeps harrassing me to pay the other money, which i am not liable for.

Vodacom keeps telling me they will get back to me, but no one ever does.
i have been having problems with Vodacom since March 2016.
I am very upset and want to cancel all my contracts with Vodacom.

Please see below the other references numbers that i received, every time i phoned in: 1-[protected] and 1-[protected].

I have tried to cancel my contract due to bad service after the required period but they do not cancel the service thus my phone is still in service and now they will most properly sue me if I do not pay and the recording of my cancellation will most properly be lost or un available!

I'm so tired of people not doing the right thing and then you just have to pay!

You try and cancel your contract after you have been waiting for a answer on their customer care number for 50 minutes, and that is exactly the problem they just don't care because they have your money!

I'm in utter shock of the service provided by the vodacom consultants.
Firstly I was transffered three times before I could be assisted and then I spoke to Mpho Marumo from the direct department who was not helpful at all, she was even eating whilst talking to me!
I currently have a Vodacom prepaid sim card and I recently got a contract phone, I want to keep my old number using the new sim card (with the benefits) ..is it difficult to port my old number? and then she tells me that she wont be able to assist me? what is she there for, isn't she supposed to make sure that my query gets resolved? I don't want to use the new number, I want you to port my number and I refuse to give you back your phone and re apply for a contract phone again! can someone call me today and tell me what the way forward is...and please deal with Mpho Marumo she needs to go for telephone etiquette training!

I have been a client of Vodacom from the very beginning, today I have a record as a late payer because they have the wrong details linked to my ID, I have asked for a signed copy of the contact and it cannot be shown, I have given the right details of the person who has a debit order signed with them, yet they still have listed me at ITC as a slow payer and they still can not show me a contact, is this ethical.
I even have a note from the NCC forcing them to make contact is 14 days, yet they do not care. lucky a few more months and I get out of a few other contacts I have with them, MTM has nice manners.

I have send the E/mail as below to your service department after I phoned them twice for the information. Can you please assist me

Hi

Attached is a copy of my ID as asked. I have requested a Tax certificate twice but did not receive it yet. I also changed my E/mail address but it seems that the change also did not happen.

I will be glad if you can send me a tax certificate for the period from 1/3/2015 until 28/2 2016. Please make sure of the correct E/mail address.

Regards

J C Swart
[protected]@gmail.com
[protected]
[protected]

I have reached my limit of being patient with Vodacom customer services. This is my story. I had a contract with vodacom for +-12 years. I decided not to upgrade and to cancel my contract, due to personal reasons, but to keep my number and go on to pay as you go. This is where my problems started. On the 29th of November my contract was terminated. On the 30 th of November I bought airtime and data, as I am now on pay as you go. To my surprise my account balance remained on 0. I phoned customer services, and the agent told me to switch my phone off for 12 hours, then it will be fixed. After 24 hours my balance was still showing 0. Again I phoned customer services. I spoke to the agent and he said that airtime will be loaded to my account. 24 hours later still no airtime. This became a daily ritual. Phoning customer services, and I have come to the conclusion that the agents have no clue how to resolve this problem. It has been 15 days now. Daily calls to customer services telling my story over and over to agents who have no clue. Today I spoke to the team leader. She said that she loaded airtime I will get a sms. Still nothing. She also promised a call back from the "back office". Like all the promises of call backs and problem being solved, no one calls me back. I really hope that some how this problem can now be sorted out. Is it really so difficult to resolve this ?
My cell number is [protected]. Ref numbers 1-[protected], 1-[protected]. Calls made 30 November 17h40, 17h43. 1Dec 16h21, 16h22. 2 Dec 12h36. 3 Dec 09h35. 5 Dec 12h01. 6 Dec 15h03. 8 Dec 13h09, 13h25. 10 Dec 12h33, 12h39. Today 14 Dec 2016, I receive an sms from Vodacom to tell me my problem has been resolved, but I still dont have airtime or data. All I want is what I paid for. Please help me solve this because I am fed up.

I have been trying to sort out a huge error on data charges from vodacom.I have received a complaint/reference number, (Ec-04f9-2qvytg), but nothing apart from that.
I haven't received any feedback, calls or anything to try and solve my problem.
I need vodacom to urgently get back to me, and give me a breakdown of the data usage and cost that they are charging me for.
I have read quite a few articles in the news of similar problems, and vodacom just doesn't appear to provide answers to any complaints!
This pathetic service is going to cost vodacom all our company's telephone contracts!

I reported a fraudulent contract (Nr: [protected]) debited by Vodacom to my account on 30/10/2016. I sent a copy of my ID + complaint detail same day ([protected]@vodacom.co.za). I explained in the covering email that to make a sworn affidavit ay SAPS was impossible since I was immobile in hospital with bilateral fractured Achilles tendons. I gave details of the clinic, matron, surgeon etc. I sent follow-up e-mail on 16/11/201. I spent a fruitless 2 hrs variously directed (a) to customer service (b) fraud department (c) piped music before call dropped (e) fatuous online research. I received
From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: Tuesday, November, 2016 7:02 PM {NB NO DATE]
To: Doug McKinnon Smith
Subject: RE: EC-04FL-3UBGIL Subject : 1-[protected]
please provide an affidavit and your ID copy with three of your signature, in order for forensic to start with the investigation
Regards
Asanda
Info sent on 1st/Nov with still no feedback but another fraudulent debut for R948.99 taken from my Standard Bank account on 30th October.
At the very least this a systems incompetence beyond the pale; at worst just plain theft.
Will someone rectify this matter a.s.a.p I am an OAP who cannot afford R1000 debited by Vodacom systems or employee crookery on a monthly basis. D M Smith [Tel: [protected]' [protected]@interfusion.co.za]

Good day

since august 2016 I have called in and asked for them to please come to alexanderbay and put in a booster for the signal they responded by saying that they will send a technician out and call me till date nobody has called .

I called again in novemeber same story

I went to the store in canal walk they also could not assist me

I called again in December and the gentlemen told me the they are going to put in a booster but are waiting for parts? really? and that I was going to get a call with in 48 hours nothing happened

PLEASE CAN YOU OR SOMEBODY HELP FIX THE PROBLEM OR CAN I CANCEL MY CONTRACT AS YOU "VODACOM" CAN NOT SUPPLY ?

MY REF IS 1/[protected]

My Contact details are: [protected]

I have contacted vodacom on many occasions over 2 months .. with no joy. I wish to have my number ported from vodacom to telkom. Telkom sends the request to port ... vodacom replies in acknowledgement .. than we receive a message saying that they (vodacom) can not complete the request because my mobile number and ID numbers do not correlate.. after triple checking with both vodacom and telkom that my details are indeed correct I now am stuck with vodacom telling me it is telkom's problem and telkom blaming vodacom... me, the client.. now paying 2 companies is left to sort this out but no one seems to be able to help ... I am beyond frustrated... please can some ONE HELP me...

I just bought R12 airtime from you guys and its not on my phone i wanna know where it is this happens everytime if this problem is not fixed i will switch to another network. I did switch my phone on and off it still isnt there i also didnt sighn onto something that deducts any airtime just fix the problem this happend before and i will mot be patiencnt anymore

I had made an arrangement to make payment on my Vodacom acocunt on the 25th of November. I was in Dubai until the 27th of November so made payment on the 28th of November.
My cellphone service was suspended today. When I called into 0821946, I was advised that the account had not been suspended. I switched the device oof and back on to verify that the service had been suspended. When I called 0821946 back, I was advised by a service agent, Paul who continuously itterupted me, that the service had been suspended as I broke my promise of paying the account on the 25th. Vodacom were not interested in listening to me and were exceptionally rude.
The account is up for renewal on the 4th of January and I will be changing service provider then.

Good day,

I would like to officially complain about the poor service received from Vodacom.

My cell was incorrectly blacklisted by another person and since the 29th November 2016 I am not able to use my device.

After numerous calls to the call centre and the solutions team with no success I finally went in to Vodaworld where a nice young man (Lee Ivan De Lease) assisted me.

He has since forwarded all relevant documentation to request that the blacklisting be uplifted but 48 hours later there is still no resolution to my problem.

I need someone senior to call me back during office hours on [protected]
to assist further.

This is not acceptable in the least.

Leo Pillay