Vodacom

On May 15th 2016, a fraudulent upgrade was made at vodacom chatz westgate shopping centre, using my stolen ID on one of my vodacom data accounts.

I have been in contact with the store manager as well as several of their employees over the last 3 months since the incident in order to acquire the documents used for the upgrade.
I get zero feedback/callbacks from the store and still haven't received the documents via email. I need it to be sent via email or couriered, because i am in a different part of the country and to report the incident at the police as well as register my ID number with SAFPS.

This incident has cost me many hours in calls to different departments within vodacom call centre as well as several incorrect bills and eventually disconnection of both my telephone lines.

This is the worst service i have ever encountered and that includes the lack of service from many of our South African Government Departments.

I cancelled my cellophane contract on the 29th July 2016 and it was only cancelled on the 3rd of August since then I have experienced serious problem with Vodacom.I got an invoice in August and when i called to find out what that was for i was told not to worry about it but it turns out ththat there was reason to worry.I have another contract with vodacom which should have been debited from my account on the 27th of August and that did not happen, when i called in to find out why the account department told me my account was in credit and I was shocked because as far as i remembered the only money i transferred was for my other contract's premature cancellation but clearly something was not done right.At this point my phone is not insured because they did not get their premium for the last month even after i was told by a vodacom agent that they will take care of that.when i called vodacom to find out why they didn't=t notify cellsure of my cancellation they said that is an internal matter they will resolve it and they still havent done that, I received an invoice on the 9th September and i called to find out why i got an invoice 2 months after i cancelled my contract but to this day i still dont have an answer.After staying on the phone for over 4 hours on a daily basis with over 20 vodacom agents, i still dont know what is going on with my accounts and my contract.Everytime i call in i am being transferred to different departments and they keeping passing the buck, when i demand answers they go as far as hanging up on me or putting me on hold or mutw qithout asking me.Today i got a bit of light from accounts saying the cancellations department did not use the right code and that is why my account was in credit but as soon as i spoke with cancellations they said accounts is lying but they still couldnt explain why my account was in credit when that money was for contract termination.On saturday i spoke to a team leader in the cancellations department and she told me that she will allocate July subscriptions to me because i paid for that, to this day she still hasnt done that and she also promised to call me back on the same day but that also didnt happen.I called in on numerous ocassions looking for her and everytime i called i am told she is not available and she will call me back but she never calls.I want my money back, i dont want anything to do with vodacom anymore, i want both my contracts terminated with immediate effect because i will not be treated like this.I am really frustrated, this has been going on for too long and what irritates me the most is how the agents i have spoken to sound so unbothered on the phone, they dont care about this mess that was created by them.Evrytime i call in i must explain my story from scratch even after they told me that they are logging notes on the system, they just enjoy transferring people and hanging up.I want my money back and i want it now.I am done with your company, a lot of people warned me but i chose to see the good in you but i am now done.What kind of managers and team leaders or agents do you have working for you when they dont even care about your clients? This is utter nonsense, please give me back my money and cancel your contracts i dont want them anymore.

Online Upgrade Nightmare

I tried to upgrade my 2GB month-to-month contract to a new 2GB data bundle with a new R-209-Z WiFi modem on 31/05/2016 using the online Vodacom website.

Tried to follow up on the upgrade telephonically and was delivered a new SIM card without the WiFi modem on 10/06/2016.

Upon numerous calls to Vodacom's multiple customer care numbers, I personally went through to VodaWorld on 17/06/2016 and still could not receive my modem through the consultants.
They had to call the service number themselves and I received a reference number to reverse the upgrade, on the same day.

Once again, having to make frequent calls and send emails, the upgrade was finally reversed on 20/07/2016, however I am still been charged for the 2GB data bundle and 2 amounts of R20.00 for the WiFi modem, since June 2016.

I emailed customer care again on 25/07/2016 to query my account and was given another reference number to follow up on.

There have been weekly email correspondences since 01/08/2016, the last reply on 15/08/2016 which mentioned my query is still under investigation and has been escalated with utmost urgencies.

It is now 13/09/2016, almost 4 months later and all I have is an un-opened SIM card with no new WiFi modem and unnecessary additional monthly charges on my account.

I do not know who else to escalate this to, probably Vodafone in the UK?

Please advise urgently!

Regards,
A very patient and now very angry Vodacom customer.

Good Day

I would like to know why would you assist me with an upgrade qualify me for a second line and then ask me to bring the cell phone back for the second line as you guys had a technical problem with all the phones only to get a call to tell me that I am the only one not getting the phone back as you guys did a review and my payments was bad on previous record then why give me the phone and then take it back ?

Why make me believe that I will be getting the phone back and why do you approve the second line and give it back … and then grant me the upgrade and please do send me a statement on my account where I missed one payment . First of all who was doing their job when the cellphone was approved and then had the cellphone a week and then I was told by the consultant that my application was reviewed

Because you guys have been receiving you money each and every month .

?

I took the phone at Vodacom Golden Acre - Consultant Keanu who assisted me with the second line .

I am struggling for a month now to get my credit card number changed at vodacom. No feedback comes from Vodacom. The call center just keep on saying the accounts department will phone me back to confirm the new card number! No one is taking responsibility to solve my problem.

I have been a customer of Vodacom's for years and have never received such disgusting customer service. I have recurring data bundles on my line and every month before I go out of bundle I receive an sms letting me know so that I can purchase a new bundle. Last month they just decided not to do this anymore, and I was also informed by one of the customer care agents that they had been charging me for a 2Gb bundle but I only had a 1Gb bundle. I asked the agent to please fix it and this is when the s#@t all started. I have now racked up R1600 in data charges for last month without realising it because I thought the agent had fixed the bundle issue and as I did not receive the sms I thought everything was okay. Now my line keeps on getting softlocked because my credit liit has been reached. I am still in bundle for all my usage this month and I can't use my damn phone. I am so disgusted by this level of non service by this 'service provider'. I called customer care and asked the lady to log a complaint for me and she refused. I have requested a cancellation quote and they have not sent it through. Tomorrow I am going straight to the nearest store and cancelling this contract.

I have reported fraudulent calls to vodacom from one of my contract numbers after i received an unusually high bill on the 15th of august 2016. The debited amount was r6400 for my contract account qc261762. I immediately disputed the bill with vodacom. They informed me that a sim swap was done on my [protected] number which i am paying for but not using. They told me that the number is making international to maldives.

My response was that: i did not do a sim swap, i do not make international calls either. Therefore this must be a case of fraud which vodacom fails to prevent. I therefore requested them to cancell the contract and leave the [protected] number which i have been using for 16 years.

Vodacom did not cancel the or lock the numbers and the number continued making calls until the bill was r33151.16. Now vodacom locked my number; i can't make or receive calls. Three weeks later after reporting the case to vodacom i have not received a response regarding my disputed, instead vodacom keep trying to debit the amount from my account. They have not been successful because i blocked the debit order.

My request to vodacom is that they unblock my [protected] number and suspend the bill from [protected] number until they conclude their investigation.

I have submitted an affidavit through my legal representative to vodacom stating the facts as mentioned above, to date he has not received a response from vodacom.

I have made several calls to vodacom but they would unblock the line for a while and only to lock it again without sending a notice to inform me of their intentions and the reasons for doing so.

This matter is causing a lot of stress and inconvenience for me because i am self employed as a medical doctor and my patients cannot reach me after hours. I am also employed to do call at the hospital, the hospital cannot reach me as well, because it takes time to install a new speed dial for the hospital staff.

Kindly assist because it is affecting my business and my work.

On 19 Sep 2016, my wife purchased a tempered glass screen protector for her Samsung Galaxy S7 phone for R449. It was attached to the screen by the assistant at the shop. Shortly afterward, my wife experienced difficulties related to contact with the screen; tapping the screen resulted in unreliable responses (intermittent or delayed responses) from the phone.
My wife returned to the shop, where the problem was confirmed, and a second screen protector of the same make was attached. The problem recurred, which was witnessed by the personnel at the shop.
The personnel suggested an alternate make of screen protector, to which my wife agreed, but they had no stock. My wife suggested that they refund her, so that she could proceed to another shop to purchase an alternative make. The personnel then said that the manager has a no refunds policy, and that she can rather choose something else in the shop.
To avoid further disagreement, my wife consented to wait for the alternative make of screen protector to arrive, given that the personnel assured her that the stocks were imminent.
At the third visit, my wife went back to the shop to acquire the alternate screen protector, which was a much cheaper make. My wife indicated that she expected a refund for the difference but the personnel once more invoked the "no refunds" policy; they insisted that she uses the price difference to purchase something else in the shop! She opted to defer the transaction, and submit a formal complaint.
We are deeply dissatisfied with this transaction with Vodashop, because the reason for the request for a refund is based on a defect of the product they sold, which was witnessed by themselves. My wife has have gone out of her way to accommodate the shop, by agreeing to wait for an alternative item, going back twice after the initial sale and waiting in queues each time. She had no intention of buying anything else in the shop, so why should she be forced to do so? In fact, we doubt that this is lawful, under The Consumer Protection Act, No. 68 of 2008.

I am currently a long standing customer with Vodacom and have more than one contract with them.

On July 22 I upgraded one of my contracts to a higher option with a Samsung S7 and a Samsung TAB 3 Lite. During this telephonic upgrade i was told that there were no charge and admin fee for the upgrade. The upgrade was effective from the 01 August 2016 onwards.

On July 25 I received the Samsung S7 and TAB Lite 3 with a sim card for the lite 3.

On Aug 1 I called Vodacom activation department to activate the sim on the TAB Lite and was told that it would take 24hrs for activation.

On Aug 3 I called again speaking a customer care agent who then refered me back to activations

On Aug 5 I spoke to activations again, still no joy

During this time, my husband who utilises this number had visited the Northgate Branch for a sim swop and get the CLI activated. They went out of their way to help but they were limited in trying to assist.

Aug 5 I called the customer care number a few times and was transferred to various departments accounts, collections, activations etc. Eventually it was picked up that my account was reflecting in arrears and as such was locked therefore no services could be activated on my account. The agent then helped with a 3 way conversation between accounts, customer care and myself and it was confirmed that an invoice for an upfront fee for the upgrade was billed. I had not received a copy of this invoice and a week prior my normal Vodacom debit order had been debited off my bank account. I was very confused as this invoice did not fall part of the statement that was received by myself from Vodacm. The invoice date was for the 22/07/2016. During my conversation it was confirmed that I was billed incorrectly and that my query was escalated to a supervisor. The customer care agent promised to call me back the same day once the account has been unlocked. I then preceded to the Vodacom at Northgate branch for assistance and they checked the system but could not help me as Vodacom migrated my contract onto their new system which they did not have access too. The manager from the store escalated my query via an email.

Aug 8 I called the customer care centre again, my account was still locked and the agent couldn't see any update from Aug 5th. I then requested to speak to senior person and was put through to a Team Leader. The teamleader said that the agent could not have confirmed that the invoice was billed incorrectly and he would need to investigate and listen to calls. He would call be back regarding my query.

Aug 12 I again called the call centre, asked to speak to the Tleader from the above, he was not in. Again I spoke to the agent who tried to assist me. She spoke to accounts department who then escalated and said that someone would call me that day by 15h30.

Aug 17 Spoke to customer care again and was transferred to accounts. Accounts said that the query was closed with the comments that the amount was due by me and that I am saying that this number was not upgraded. I tell the agent that through all my conversations with the agents I have never disputed the upgrade but the upfront fee attached to the upgrade. I asked to speak to someone senior and was told that the senior was not available and she would get the senior to call. I left my details

Aug 18 T/Leader calls this number which my husbands uses, he tries to speak to the T/Leader but she can not discuss anythimg with him as I am the accountholder, he gives her my number to contact me.

Aug 19 Vuyo from collections calls me, I take her through the my query and dispute the invoice in question. She says that I need to speak to activation department, at this point I am fustrated and tell her so. She asks me to hold while she speaks to activation. Activation confirms with her that I should not have been billed the upfront fees. She then tells me that she will raise the query and generate a reference number. I express my concern about my debit order going of my account for August, she says that she will cancel my debit order on the system and I can reinstate once the query has been resolved. I also let her know that I am being billed a monthly charge for the handset so don't understand the upfrant fee payable.

Aug 22 I receive an sms from Vodacom confirming that my query has been escalated to a support specialist with ref no. 1-[protected].

Sept 4 I call customer care to find out about the status of the query and if the credit note has been passed, I am told that the status still reflects open. I request to speak to a TLeader, non are available to take my call. The agent says that she will escalate and ask her TLeader to call me.

Sept 7 I call the call centre again, no update and the status still reflects open and under investigation. I ask again to speak to a TLeader, I am place on hold. The agent comes back to say that she is trying to find an available T/Leadeif I would like to continue to hold, I say yes. She then goes on to say that she is also trying to hold of someone in the department that is handling the query. Places me on hold again for about 10mins, come back to saying that the person that has been handled the query is not available and she will try to get hold of him and come back to me during the course of the day.

At 09h14 receive an sms from Vodacom requesting payment within 5 days for the invoice on query.

I have now reached a point of absolute irritation as well as fustration with trying to resolve this query with Vodacom. Their customer care department cannot assist with resolving this issue and always need to escalate with no resolution.

I need this resolved and need to CLI and sim on the TAB activated.

Accordingly to the agents spoken tho over the last few weeks, this query should have been resolved within 48hrs. It is now a month and a half with no resolution.

The impact on this is not just the activation of services that I am paying for and not receiving but also my credit record. Vodacom is comprising my credit history because irrespective of who is at fault this will impact my credit record has an individual. It effects me personally and will be a record on file that will follow me my whole life.

Iam a Vodacom contract client, I sent my phone for repairs last week and I got an sms that I should come and collect my phone. When I went to collect it they told me that its no longer under warranty as it was opened at the back.

I do understand that, but now they refuse to repair my phone and I should go somewhere else to repair it. This is totally unacceptable as I did not take my phone for repairs anywhere else. My son opened the phone thinking it had a battery to take out. My phone is a Experia M5 and the battery cant be taken out. Initially I sent my phone to Vodacom because after I had fully charged it, it refused to turn on.

Now Vodacom is telling me that I must go and fix it somewhere else, this simply means as a customer I must go and get a contract somewhere else. This is not service that I condone, atleast give customers an option of repairing their phones let them pay for the repairs.

Iam an unhappy and sad customer as I am thinking of opening another contract with another service provider.

Thank you

Good day

This is now a ongoing problem and I refuse to pay, i contacted vodacom and they were of no help there.

Vodacom contacted me to upgrade the 1st of May 2016 my contract should be R599 pm but ever since the amount of almost R900 deducted. The first month I paid it as i thought subscription etc but after that i refuse to pay it. No one told me anything that it will be so much when i upgraded and this was now the 3rd month.

I dont care if the nr is off or if it affects bad on my name but i refuse to pay things no one told me about

ACC nr : I4004788-9
mrs Maartens
[protected]@gmail.com

Judging from the complaints for September 2016 alone it is obvious that there is a serious lack of assistance and support from Vodacom!
I have been on Vodacom contracts for many years but on 30 August 2016 I cancelled my contract because, after the assistant in the Vodashop at Cresta tried for an hour to get my bank details changed, it "could not" be done. It was easier to cancel my contract, this being the assistant's advice, (and interestingly enough, this went very quickly - does Vodacom not want to retain clients?). I went onto pre-paid and promptly paid for BIS for 2 months but am unable to activate BIS on my phone or set-up my email account - although it was operational when I was on contract. I phoned twice on 1 Sept and twice on 2 September, each time being told to do different things none of which worked. I was eventually told on Friday 2 September that the matter would be escalated to the service department, but seeing that it was nearing the weekend I would only hear from them on Monday 5 September (2016). We are now after hours on Tuesday 6 September and no-one has had the decency to contact me.
I sent an email to a lady, who will not be named and shamed, from the Vodacom Upgrade Information Corporate Division, who was trying to get me to do upgrades, to inform her of my problem and that as a result I had cancelled my contract so would not need to do upgrades. I also mentioned that maybe I would receive better service if I changed to another service provider as well. Imagine my surprise when she said she was sorry to hear of my predicament but hoped that the new service provider would be able to assist me better!
Like I said, it appears that Vodacom, although claiming to be the best service provider, definitely does not have their clients best interests at heart!
Very bad and disappointing service after having been a Vodacom client ever since I bought my first cell phone many many years ago.

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