Vodacom
reviews and complaints

I'm a long standing customer with Vodacom and I am appalled at the service I'm receiving when trying to upgrade my mobile phone. I did the upgrade on Friday 2 September 2016 and was promised delivery on Monday the 5th of September. The processing department contacts me and says it will be delivered on Tuesday 6th September. I wait all day as my current cellphone isn't working at all. Using my landline and waiting a long time on the phone to speak to a consultant, she says the phone will only be delivered on Wednesday the 7th September. I've been without my phone for 3 days and I'm still being billed by Vodacom.

Nicolas Karides - Platinum Vodacom Member.
On The 02/09/2016 received a sms informing me that my membership would not be renewed due to insufficient spend.
I called Plat services same day and was put through to Red Crew and they were not able to assist, I requested that a Plat Manager call me to date have not received a call 06/09/2019
When renewing my last contract at Vodaworld I was advised by Vodacom salesman to change to the contract I am on now.
My Questions are: Why change contract when salesman knew what spend had to be to remain Plat member
Why nobody from Platinum has called me back as I wish to query the Plat rules which were revised 1 st June 2016 of which I read about in sms dated 02/09/2016.
I am extremely dissatisfied with the service I have received in this regard
and would appreciate a call from Platinum manager as to how this problem can be resolved urgently

Vodacom asked me to call and cancel the contract at specific dates and I called twice, come the time the contract ends my line was just cut despite having requested that they convert it to prepaid.

Now I am asking for the account status letter I am told I cannot get it as my contract is cancelled, if I tell them it was at the term and the fact remains that I was the holder of the account, made payment and do not owe Vodacom they still refused and told me that my number is now prepaid so I cant get a letter because my number is active.

Customer agents are rude and useless, the legal department promises and do not send me a letter and I am later told that one of them did not send the request through so I will have to wait for another 48 hours, they cannot help me.

VODACOM can really leave you broken for the rest of the year, i really hate the day I took that contract, I have paid their money and now I must keep dancing for their guitar because they are treating me like I am not their client.

I HATE VODACOM! THEY ARE USELESS!

Good Day, my vodocom number has been out of service for the last 20 days, due to vodacom deactivating my number. i managed to contact vodacom to resolve the issue and did what i needed to do on my part. i was told it would take 5-7 working days, however from phoning the call center, who keeps dropping the phone call every time they cant answer one of my questions.
everyday i phone its a different story.

it now exceeds the 7 working days and yet no help from vodacom, when the 7 days are up they tell me that i need to wait another 7 days.
i am told that none of the staff at the vodacom offices have a number to escalate the issue and even them have to call teh call center.
the manager at the Randfntein branch (Jaen -Marie) caanot assit as they too can only phone the call center, who keeps dropping their calls as well.
today i am told to wait another 7 days as there is nothing they can do about reactivating the phone, as that is vodacom policy.

so is vodacom's policy to wait over 30 days to have your phone reactivated and to drop the phone when you call them, can someone please inform me if this is vodacom's policy.

On Sunday (04/09/2016), I noted that I have not received my 1GB data for the month, I phoned the customer care line to find out what the problem was. I was on the line for 25minutes and 27seconds (which they actually spoke to me about 2minutes). The thing came up that I am not the account holder, my father is the account holder but he has given me the authority to handle the matter, because he is in USA.

I told them the matter, and when they wanted to continue they found out that I am not the account holder so they may not proceed, even if I have all the information they need to verify (ID, postal address, contract number, etc.) they told me that it will be the easiest if I go to the nearest Vodacom outlet so that they can check the account from there (still with no account holder in sight because he is not here)

the next day, Monday (05/09/2016) I went to the nearest Vodacom outlet, where the lady "helped" me. She provided me with a reference number, and emailed the proof (letter that is signed by account holder) that I may proceed with any matters/ queries with the account.

Later the day, I received a mail that stated I can phone in with my reference number to get the problem resolved. when I phoned in I was on the line for 27minutes and 6seconds, spoken to a consultant for about 3minutes. this is very bad service in the first place, get more consultants to help the clients and the service will be better and faster.

Just to find out when I have spoken to them on the Monday afternoon that I am not the account holder for authorization I may not proceed, when I told them the Vodacom outlet told me that it will be fine and that they have sent support documentations that I may proceed, the guy speaking to me with an attitude told me that he cannot see the mail (cannot open the mail) - useless sending it then.

so regardless to say my matter is still not resolved, because I have to drive up and down between Vodacom outlets and work, being on the phone for almost half an hour twice nothing can be done.

the account holder is working in another country and don't have the time to phone in and resolve matters like this. not to mention different tie zones...

the thing that irritates me the most is that I don't want to buy any thing, I don't want to adjust contract terms, we (my father and I) just want to know why I am not receiving data. as well as the previous month that I did not even noticed that 1GB data was not received a high billing was invoiced.

I have done upgrade on the 25 of August. At the Handelshuis in Riversdale South Cape.
The lady made a mistake. Instead of a contract ism swap she has made a ism swap to a pay as you go.
When I found out they try to revere the ism swap but because you are using a new system they cannot do it. I have a guesthouse with the contact number of my cell. [protected]. My business cannot be contact. And nobody seems to do something about it. I am loosing a lot of business.
The area manager told me I have an open order. It is already 2 weeks.
They told me I am the first one. Cannot believe this. That I am the only on in South Africa with this problem!

For the past three years, I have been paying for a contract that I have not been using. I had relocated out of the country and unbeknownst to me, even without the contract renewal, the money continued to be deducted from my Absa account. Now, that I am back in the country, I went into Vodacom to inform them that the Absa account is closed and I wanted to pay off what was outstanding. On the 29th, I was told that it was an amount of R409 which I immediately paid. I was also told that the number was eligible for an upgrade so, in order to confirm that the account was up to date and confirm eligibility for an upgrade, I needed to call 082 1959. Since the 29th, I have been trying to get through to the 082 1959 number. I do not have the time to sit on hold all day. Today, when I finally have the time to dedicate 15 minutes to being placed on hold, I do so, only to be told I now owe R109 because Vodacom tried to deduct money from the account for the contract and it was not there. I do not understand how I could go from paying up a contract completely to owing Vodacom money within the space of a few days. This, after several attempts to reach out to sort out the account- whether to close it or to upgrade. Now, I am being told I need to call a different number- Customer Care. Really? Can I not have the account resolved in one call? This, I need to sit on the phone for another 15 or more minutes! Not acceptable.

For the last couple of months my account gets suspended for no reason, when I call customer care they unlock and apologize, other times they say it is with legal, i must contact legal? well I have tried to call legal, it is impossible - I sent an email, got a automated reply back saying they will make contact within 5 working days - the last email sent was Aug 12, today is September 05
My account is paid, zero balance and in good standing according to my records. If I query my account with Vodacom they say all is good, no arrears... I simply can not continue with this treatment... why suspend somebodies line for no reason... glitch on your system well then sort it out

I have requested the cancellation of my expired contract 4 times, but my account continues to be debited. I have spoken and emailed several agents but no help. Here is the last letter I sent them, followed by the customer care number I received in response. S3-G1MKF-F9JE.

Vodacom Customer Care

Account cellphone: [protected]

Dear sir/madam;
I have requested on three occasions for the above contract to be terminated. Yet I am still being debited monthly for it.
Previously there were two phone numbers on my account, one due to expire in Sept 2015, the other due to expire Jan 2016.
In August 2015, I spoke telephonically with an agent to arrange the cancellation of both contracts on their dates of expiry. I was assured they would be cancelled on the respective dates. I was immigrating and needed to be sure that they would both terminate upon expiry without me having to call back later.
I again telephoned an agent in Sept 2015 shortly before leaving the country to ensure my request had been received and processed. I was told it was. I submitted a written request on your website to cancel in March 2016 after I saw I was still being debited for the expired contract.
To date, I am still being debited for the contract which was supposed to end in Jan 2016.
Please cancel the number [protected] and re-imburse my bank account for the payments taken off after the contract expired. I would appreciate a confirmation of this email.
Sincerely,
Jacobus Pieterse

Since then I have received email correspondence from two different agents, both requesting my banking details and other personal details. These were provided twice. Then I receive a message saying they tried to call me on the above number [protected] but could not reach me. If the agent had read the content of the email they would realize the number is no longer in use as I am in the US. However, I responded with another email on 22 Aug (last correspondence date), with no further response from Vodacom and my account was once again debited end August.
I am requesting again that my contract be cancelled and that I be re-imbursed for the full amount taken from my account since Jan 2016 when the contract expired. if you check the phone records you will see the phone number has been in use for months.
Thank you
Jake Pieterse
I can be reached via email: [protected]@uniqueinsightusa.com

I have been a Vodacom customer with the same number since cell phones came to South Africa . I am appalled at the service at the Vodacom outlet in Cavendish Square and the response from the Head Office. They promised me every day that my data bundle would be connected ( switch the phone on and off) then it was a head office problem, then it was a technical problem. After 5 days of buying out of data bundles, call them up to three times a day I eventually asked them to cancel and I would go to Cell C.

No apologies no compensation, just repeated "I don't know what is happening". Such incompetence is disgusting.

I am a loyal Vodacom supporter of more than 10 years now. I upgraded my contract on the 02/06/2016 and eversince then I only had problems. They keep locking my phone stating that it is a Credit Bar limit that is blocking my phone. After nnumerous phone calls to the call centre, Vodacom Head Offie, Vodacom Accounts department, nobody knows why this is happening and what is going on with my contract. I've even been to a Vodacom store and i've sent numerous emails but no one has been able to assist me. This is the worst service I have ever received from any company. Im paying for a service that Im not receiveing and they just dont care. How is it possible that I have to phone everyday (Sometimes 3 times a day) to unlock my line an they have no idea what is going on?

I phoned about six month's ago regarding my cell phone contract. The agent said that my contract is expiring 31 October but an upgrade takes place two month's before that. I phoned on Friday 2.9.16 to try and cancel this contract. The agent told me that I'm in luck because my contract expires 31.10.16 but I need to phone cancellations on 0821958...so I did that. Agent Brain Mchumu at cancellations told me that my contract is only expiring 30 Nov. I phoned the customer care no again and Jasmin told me that my contract is definitely expiring 31 Oct but I must phone one of the stores and see if they can help. I phoned Woodlands Branch in Pretoria. A very rude lady told me, after I asked if it's possible to check something "I can't help you...I'm busy". I told her she's very unprofessional and that I will be reporting her. So tell me...what and how must I go about cancelling my contract because It seems at this stage as if no one knows when this contract is expiring. My number is [protected]

My contract says r479.00 vodacom deducts r1393.18 from my account.
When i phoned no sorry your account is arrears but i have proof of payment.
Vodacom - no we will not refund you.
Vodashops oh no sorry we cant help please phone the call centre
no customer service no one willing to help solve the problem.
The customer has no say and is always wrong.

End July 2016 I upgraded my contract to the double deal S7 edge plus free Tablet and 10 000 educational voucher. When the device was delivered the tablet had no earphones in the box and no sim card. I called customer service and after almost a week I was re assured that they will deliver the earphones as well as sim card, this of course didn't happen, simcard was eventually delivered but with no earphones. At the end on the month my account was debited with R2 700 instead of R550 and when I called the customer service they said it was a mistake on their side. I immediately called my bank and reversed the payment. After numerous calls my problem was not resolved and each agent will give me a different stories. I kept getting sms's that my account was in a reuse. Eventually I decided to cancel my upgrade. Again this was done through the call centre and I was promised that the device was going to be collected, of course this didn't happen. I then went to the head office personally trying to sort the issue out once and for all. Again, I was promised that the device will be collected but of course another week passed and nothing. My husband then took it upon himself to try and sort the issue out, at last they collected the device and after one week I called the call centre and they said the upgrade has been reversed. On the 2 September 2016, I called the call centre to try and sort out my payment and they found that the device is still being added to my account even though the reversal has been done. I would like to cancel my Vodacom account but cannot do so as my account is in a reuse. This ordeal with Vodacom has made me physically ill. I'm having sleepless nights thinking of how this matter will be resolved. I don't know who to contact or where to go from here. If there is anyone who can help me resolve this issue I will really appreciate it.

Jan van der Vyver
Sel [protected]
Ek is baie ongelukkig met Vodacom.
My datalyn kon ek nie gebruik vanaf 11 Junie 2016. Ek het Vodacom 12 Junie geskakel en hulle sê toe my lyn is geblok ek moet ‘n simswap doen wat my R67 gekos het. Ek het dit die 13de gedoen maar my lyn was nog geblok, hulle sê toe my rekening is oor die R13, 000.00 daar is bedrog op my lyn. Die einde van Junie was my rekening oor die R89000.00. Ek moes toe ‘n verklaring by die polisie aflê en met my ID vir hulle stuur. Ek het my rekening geblok en steeds het iemand toegang tot my rekening gehad. My rekening was die einde van Julie R12358.43
Tot hede het ek nog geen gebruik gehad van my datalyn nie want hulle moet eers hulle ondersoek afhandel. Dit is onaanvaarbaar want ek moet maandeliks betaal vir geen dienste.
Ek het hulle al verskeie keer geskakel en elkeen het ‘n ander antwoord met verwysnommers.
Die mense met wie ek gepraat het is Ronny, Balesa, en nog ander. Verwys nr’s 1-[protected].
Die bedrog afdeling se nommer is [protected], die request nr is [protected], die lyn betrokke is [protected].
Net om terugvoer te gee.

Gister was ek weer met Vodacom in kontak.

Ek het met Oupa van bedrogafdeling ([protected]) gepraat en met Lindie wat die saak aangeroer het (het nie haar nommer.)

Hulle het bevestig dat die problem opgelos is. Ek het my datalyn gekonnekteer maar toe ek by die huis kom was my lyn weer gesluit.

Oupa het my ook meegedeel dat my saak al 27/7/2016 opgelos is maar dit is nie die geval nie.

Ek het met Everd van Vodacom [protected] op 15/8/2016 gepraat wat my toe meedeel dat my saak ‘n nuwe request nr het 1/[protected] en dat hulle besig is met my probleem, hy kan dit nie aktief maak nie.

Ek is nou rêrig gatvol vir Vodacom dat hulle nie my probleem kan oplos.

Elke persoon met wie jy praat vertel jou ‘n ander storie net om van jou ontslae te raak.

Gister 1/9/2016 het hulle my weer geskakel en gesê dit is net 'n tegniese probleem wat hulle sal regstel. Weer net woorde.
Dit is nou al 2 maande en 24 dae wat ek sonder diens is. Pateties

Vodacom Ref: 1-[protected]
I received an email 28 December 2015 asking me if I have added a new line to my contract. I immediately replied by email that it was not me and it does not belong to me. I only now realise that even though I alerted Vodacom to the fact Fraud has been committed on my account they went ahead and added the line. I reported it again on 16 August 2015 as well as cancel two other lines on my contract. Today my cell number that I have had for years was suspended and the Fraudulent line on my account continues to operate and I have to continue to pay for it. Over and above this my address has been changed on my account without my permission. I am in Tanzania and depend on my cell number that Vodacom took upon themselves to cancel. I can't buy a plane ticket because my bank cannot communicate with me. How can they let a reported Fraudulent number that I must pay for continue on my account but cancel my number I have had for years? When I phone in I get told they don't know how it happened and will query it. It will take 24 hours but up to 21 days. This is a gross mistake by Vodacom yet I must get in line for them to try and sort out the problem. Since 16 August I have had no communication from Vodacom with regards the Fraud. I need the Fraudulent number [protected] removed from my account and reimbursed for all the charges since inception on that number. Secondly I need my number [protected] reinstated with immediate effect.

I'm very disappointed in Vodacom.
1) I was due for an upgrade in August on one of my 4 contracts that I have with Vodacom. I phoned Vodacom upgrades and chose one of the Double Deals (Vodacom Power Tab 10 on 2GB 24 month data top up price plan & Includes additional Vodacom smart tab 2 3G + Starter pack + 10GB data once off & R10000 online educational voucher) for R269p/m x24, that was advertise online. The lady told me that, that deal don’t exist anymore, but for the same R269p/m, I will get all the devices as per that deal, with my 2GB 24month data and on the starter pack I will get 2GB of data for 12 months. Great! I told her that they must take that deal off online, because I am sure I am not the first one that wanted that deal. Yesterday that deal still exists.
2) Yesterday morning I had no data, no sms and no airtime. The previous night I had about 169 min, 200 sms and a lot of data left. I phone Vodacom and asked them what is going on. Where has all my things disappear to? I'm still waiting on an answer. Yesterday afternoon me and my husband went to Vodacom at Somerset Mall and there were two nice consultants that tried to help us. Abashia and Khanya thank you very much for all your time. Unfortunately they couldn’t help me because they also didn’t understand where my things disappear to?
3) This morning I have my 2GB but where is my 10GB data once off or my 2GB of data on my starter pack? I only got 100MB on my starter pack? Why must I pay for something I didn’t get? I didn’t agree to this!
I'm feeling that I want to take my contracts and go over to MTN or CellC. Which one will be the best?

Date 1 Oct 2016
Dear Sir/madam
I have 5 lines with vodacom. The total of my bill comes to approx R 645. Last month I got a bill of R 924. To date no one at vodacom has been able to resolve my problem. They all see the issue, but the normal response is that they will transfer me to the dept that will assist me...but the transfer never gets to the person...to date I have spoken to approx 6 different people over a period of 2 weeks at vodacom and in total spent about 3 to 4 hours on the phone...I have a router with a fixed 1 gig monthly amount of data...but I have been supplied 2 extra gigs which I didn't request for nor should that be possible as its not an open line...for these extra gigs I have been charged an extra R 349, 26. The number in question is [protected].

I am unhappy about being always shunted from one consultant to another with no one being able to resolve the matter. Am also unhappy about being transferred to another dept each time, but have to each time begin as if I am just calling again for the first time. Am also unhappy about the many hours spent on the phone without any resolutions.

Further in the light of this discrepancy I would like my previous accounts to be provided for perusal of descrepancies.

Yours faithfully
B Reddy

Changed my banking details and confirmed that I will do my first payment via EFT and did it 25 Aug @ 5am and sent my proof of payment to the email advised. I was told that I must send the proof of payment again admin will allocate. its been a week and just lies have been given to me. How difficuilt is it to find a payment that was done Morena advised that he will have my lines back up and they just cant find my payment really I don't understand its on my bank statement and they seen it. I feel that VC is in breach of contract. its been 7 days and no reactivation and no one cares. I phoned today and the client service on collections is even worse. So I got fed up and told them not to bother I am cancelling my contract and going to another cell provider.

I phoned Vodacom cancellations in mid July 2016 asking them to cancel my one contract which was coming to an end and was told it was attended to only to find out once I phoned them that it wasn't done. When I spoke to Thembi she said she can see my call but it wasn't done and then fobbed me off saying Yolande would phone me. Needless to say she didn't and I want my contract cancelled like they said they had done. I started phoning them at 8:15am and it's now 12:20pm and I hang on for over an hour each time to be fobbed off! I am so angry. I have 5 contracts and will be cancelling all of them when the contracts expire. I have been with Vodacom for 15 years and this is how they treat their clients!