Vodacom

Good morning,

I bought a samsung galaxy note 4 may 2015. Since January i have a problem with the screen, On my garantee vodacom replace the screen, It came back the screen was loose and the pen was not detected. I send it back through Wolmaransstad Vodashop again.

It came back from potch again. the screen was still loose and still asking for the pen, I phone Vodashop Potch talking to Juanita. She said any problems again I must send i t back again.

Since this morning my screen is total black. the phone is on.

I insisted on a new phone. Vodacom Wolmaransstad advice to put in complain.

What must i do now.
Everytime 2 months without a phone

Leone Jacobs

vodacom nr: [protected]
Imei nr: 354201/06/160584/2

contact nr: [protected]
email: [protected]@gmail.com

I renewed my contract on 12 Feb 2016. The iPhone 6S was delivered with old software and whilst trying to update this on the day of receiving the phone it fell and had a slight crack. The phone was collected the next morning for repairs. I am yet to receive the phone more than 2 months later. Vodacom platinum call centre has been beyond incompetent with staff (Gavin Fouche, Siphiwe Ngwenya, Patrick (surname?) from back office all not being able to assist or give me details of any supervisors that I could talk to. Nor were they willing to give me contact details (emails or numbers) for higher management. In this age of information sharing and as this is a customer service line, it is unacceptable behaviour of a "premium" mobile operator. I see on hello peter that Vodacom has not even responded to most complaints by customers so is this falling on deaf ears? Action should be taken.

I upgraded my contract in the 25th month on the 7th of January 2016, whilst paying R179 a month for a Blackberry which included R60 BIS for data . From 15th December 2015 until 7th January, I was suddenly charged an amount of R911 for data usage while all other conditions of my contract remained the same. I received no notification prior to this. Upgrade was done to a FIXED package of R329 yet my bill exceeds R329. I have been to the Fourways branch on FOUR occasions since mid February to rectify the matter, speaking to a consultant Sifiso who assisted with my upgrade and thereafter forwarded the query to his managers, Ewert and Abel Matsoso whom I also saw on 1 April seeking help to rectify this error. I was promised a call and follow up from him, to date have had no response.

This is really pathetic service. Would like an urgent response to clarifying this charge on my account.

Thank You
Sadhna Gajathar (ID0 [protected]
Cell [protected]
Invoice date 03:02:2016
Invoice number:B985206204

Lost my ipad
Called vodacom on 15/4/16 to ask for blacklist form to be emailed to me
Had to cal 4 times as no email cam through
Eventually one email came through
Filled in form and was told to send to vbs.[protected]@ vodacom .co.za
:received an email with this re no EC-04WJ-3V1845
The email stated that I would be contacted with in 24 hours
At 5pm today I called to enquire what had happened
I was told by the lady I spoke to that vbs.[protected]@ vodacom .co.za was incorrect email
It should be sent to" [protected]@vodacom.co.za'
how is it possible that 4 other agents gave the wrong email address
When my contract is up in June I am moving from Vodacom

Les Davis
[protected]

On 2016-02-20 I went to the Vodacom store in West gate mall to take a phone contract and I took 2 contact phones.
It is an Apple 5s and the monthly bill was R199.00 each phone. A week later the screen of the phone turned blue, what it would do is show the Apple icon then turn blue. I called the Vodacom customer care and they advised that I should return the phone with all its accessories to the store.
On 15 March I went to the store, after the phone was assessed I was informs that the phone has a software problem, They did try to fix it and they couldn't. They then booked my phone in because the phone has 1 year warranty and I should have received my phone after 21 days.
I have been receiving SMS's from the Vodacom repairs centre in Cresta informing me that they have received it and its booked there(Job number [protected]).About two weeks later they sent another one informing me that it's been taken to a higher level repairs at the centre.
[protected] I receive an SMS informing me that they will not be fixing my phone. I called the repair centre and I was told that the phone has a physical damage. I talked to someone there telling them telling them that the phone was booked in for a software not any physical repairs. He then told me to call the store, I spoke to a lady by the name Patricia but I was told that there's nothing they can do and I should take the phone to I-fix which is going to be at my expense..
I tried to get clarity as to what the warranty covers and it was not explained. They are still debiting my account for the phone, which I don't have with me. I have received sums that they have my phone back in the store. Called them again and this time I get to be told my phone was booked for battery failure and power point not charging. They even suggest I contact I phone myself because my phone is under warranty at my cost. Please fix my phone of provide me with a new phone. This contract will be for 2 years.

On the 04/04/16. I contacted the Upgrades Department to upgrade my contract. I was told that my account was moved to a 3D customer portfolio"an internal upgraded system for Vodacom staff". I was pushed on to another
department and after 20min was assisted by a women who seemed to rush me off the call. I was told that the delivery of the device will take place within the next 4 days at the latest.

After 13 Days, 38 phone calls, 29 emails and 3 visits to the Vodacom Outlets i still have not received my device. Apparently the user was not too clued up on the new system and now my portfolio is locked and only an IT technician can resolve this. By WHEN?, I was not told. And to top it off my number has been barred from calling the contact center as apparently i have called too many times. So basically my 13 years as a contracted clients is of no value to this service provider. All i am told each time i send a mail to them is :" WE ARE WORKING ON IT " It was imperative that i received that "Tablet upgrade" by the 14 of April as I require this for college but as evident i have not received it. So taking this route of highlighting my problem is the only way to get a resolution it seems.

" Unbelievable Service" and to think " Customer Service is what drives this Industry"

On the 17th of March I've added a new contract to my account. I am paying via EFT and my account status is immaculate for years now. Without any notice, the additional charges were loaded to my account for the same month.
At no point was I notified of the value of the amount or the date payable. Therefore I paid my account exactly as per my statement like every previous month.
Upon calling in for minute balances on my account, I was notified that no information could be given to me as my account is in arrears. Only then did I find out what the amount owing is and that is WAS payable on the 31st of March. Vodacom did not, and refused to, change the status on my account and it remains on "collection status". The collection department advised me that there is nothing they can do about it.
Although it was agreed that this amount will be paid at month end, the status remains the same and can apparently not be changed, which means no additional service and not being able to add caller identity on my new contract. It also reflect bad on my profile which is the most important of all issues I am experiencing.
This contract was taken out because of 'n cell phone theft. The new cell phone kept on freezing and I took it back on the 7th day in order to make use of the replacement policy in the contract that I can exchange if brought back withing 7 days.
So here's the second problem and complaint : They could not exchange it right away, but needs to send it to the technical department to verify if it is a software problem. And no loan phone is available! So then I was without a phone again! For 5 working days. Then I received the same phone back, after software upgrade was apparently done.
No new phone and a possibility that I could have the same problem again.
Now the third problem and complaint : Every time I had to use a new phone, my bank application needs to be loaded and activated at a Capitec branch. The phone is a necessity to access online banking. Therefore I also phoned in to Vodacom, asking if it is going to be a problem if I pay the account on the 1st of April, as I need to activate again at Capitec after receiving my phone back. Customer services assured me that I have until the 3rd with no issues, so I did not try to make arrangements with a friend or family member to pay on my behalf in order to pay in time. I've paid on the 2nd of April. On the 5th I received an sms to advise me that my account is in arrears. Customer services advised me that it is a negative rating on my account. They put me through to Accounts department (I found out later it is called "Collections department"). After a very long discussion, trying to convince them to assist me in my credit rating problem, they said they spoke to legal department and there will be no "late payer" status on my account for this month. I just hope it is true as apparently I can not speak to legal department and also no formal communication can be done as confirmation of this. Could you assist in these 3 problems? I am not even going to address the fact that I did not receive a new device as it is the least of my problems at this stage - (although my phone froze again).
In short, to summarise:
1. Loading additional charges on my account without advance and timeous notification
2. The loan phone not being available when device is returned within 7 days is unacceptable.
3. The credit rating on my account for the month because of payment of my account on the 2nd as per advice from Vodacom Customer services.I want to state again that my credit rating on my account was perfect until this month. I always pay on time. Thank you for your time.

Family holiday in Mauritius (22nd-29th March 2016) turned sour where upon our return back to SA, we had an sms from Vodacom to say there appears to be above normal charges to our phone bill. The phone in question is an iPhone 4 and from the time of landing to take off, it was on the Wi-Fi only button in settings menu. Hotel had free Wi-Fi throughout. When we got back and received notification from Vodacom, we went into the nearest store to investigate, and were shown the itemised billing. For the first 3 days of the trip the data charges were average - between R80 per day to R327.13. On the 3rd day (25/03/2016) at 03:31:24 in the morning (SA time, Mauritius is two hours ahead) my phone suddenly spiked in costs to the value of R34, 323.11 ! Vodacom has not shown me what the data was and at that time in the morning we were fast asleep! They keep telling us it is 'under investigation with no further details but the likelihood is we will have to pay'. Why did Vodacom not deactivate the phone or send notice that they were deactivating the phone when they saw the sudden increase in data costs? If the phone was NOT IN USE at that time that the spike started, how can we be charged for using data that wasn't in fact being used? This all sounds highly suspicious and I am getting nowhere fast with Vodacom.

I have lodged an enquiry with Vodacom Reference: 001CCaBFVEYH19TF on 01/04/2016, after my bank account was debited with the February account on 31/03/2016. On 02/04/2016 a customer care consultant e mailed me a guide to Vodacom's billing, which FAILED to address my query as I enquired about an upgraded price packet which I purchased with effect from 01/03/2016 but which was billed along with my usual billing costs for February. Vodacom's customer care are apparently reading my subsequent e mails [according to "read receipts" from my server] but to date nobody has even deigned to call me, let alone respond via e mail. I am not prepared to phone them again, to hold the line for 20 minutes of my precious time, only to be met with a consultant who advises me that they will "look into it" and revert to me via e mail [I took this road on 31/03/2016]. Shame on you Vodacom. How difficult would it be to explain to me why you billed the new price packet as from 01/03/2016 in February?

Good day

I am fed up and extremely frustrated with the service we have been receiving (or rather the lack thereof) from Vodacom. My husband, D.J. Eloff, has settled his account with Vodacom in November 2015, but his status at Trans Union has not been updated up until today...6 months ago. This was requested in November in order for us to get our finances in order. He has been trying to get hold of them for more than a month now, but to no avail. He even posted a complaint on HelloPeter, hoping this would shake them up. We tried to purchase a vehicle last month, but could not do so because of Vodacom who has not updated his status at Trans Union yet.
After numerous calls, hang up's, "hold on's", etc. I have decided to send mails to anyone who might be able to assist. I sincerely hope to get this from you. My husband can be contacted on [protected] or jacquesd.[protected]@gmail.com.

Regards,
Janine Eloff

80 Days and still counting for a cellphone upgrade order!.
My business placed an order for an upgrade on one of its cell phones on 19th January, based on a sales call from a Vodacom agent. The order was for a Samsung A5 phone with glass protector on the uChoose smart S which would cost R229 pm for 24 months. The delivery never took place. Upon enquiry it was informed that the phone is out of stock and will be delivered as soon as stock arrives. These excuses carried on for weeks. The dealer ID is XLKMI. I was contacted by Amanda few days ago that Vodacom will supply the phone under the new contract packages of R419pm with a waiver of two months subscription fee. That is asking me to pay R 9218 instead of the original R 5496 an increase of 168% and 77 days of delay. What an arrogant and inconsiderate response!. No delivery for 77 days and asking me to pay 168% more for a fault of the dealer!. Most frustrating aspect is A. the non-existent customer support system; B. Vodacom pretends to be a single brand but there are numerous small private franchises(!) . The customer has no idea whom you are dealing with and what his responsibilities are; C. Lack of clarity & responsibility

Pathetic experience with Vodacom.
On the 14th March my phone was stolen. The 15th March I went to Vodaworld to get an add on to my current contract. Which should have been quick and easy. I got the approval and was told 24-48 hours the sim will be activated and the amount debited off my account. I had to go to Vodaworld everyday after the 48 hours to get feedback, the sales consultant did not even bother to confirm what was happening with my account. His response was "I have 7 days to activate your account". Surprisingly after 7 days, this was still not done and yet again I, myself, had to go back to Vodacom to find out what has happened. The documents were not submitted correctly and another sales person had to help me and resubmit it. I requested that the sim they had given, which is supposed to be lte activate, you know a lte phone needs an lte sim. My prepaid number was done within an hour ironically without any hassles. My contract sim is still not lte enabled sadly. You would think that a contract with a client would actually give them a service that they are paying for but I guess it pays to stay as prepaid, you get a better service. My debit order is supposed to come off on the 1st, which half of the debit for the original contract did. The remainder did not. So I waited to see if it would go off on another day because dates specified by Vodacom from start has been wrong anyway. The last debit order went off my account and I knew that there was a problem. In the afternoon after office hours I received a sms saying, "Vodacom :) Life is hectic, so avoid phone calls and SMS "PTP" to 31050 if a full payment of ### will be paid to your vodacom account within the next 5 days". As we all know at exactly 17:00 accounts department have already left. Even if the person who has been holding for 10 mins prior to 17:00 hearing "we are experiencing a surplus of calls" (seems something the government offices would do). I had contacted Vodacom and ask them why I get this message and why they did not debit the amount off my account like the rest for the contract. The answer was oh we didn't get the approval from the bank in time... And of course as a customer I must be expected to know this is the case without being told. I mean, I know their systems and have full access to it so I know this is this case. I mean, who pays for a service and then does all the work and get all the feedback because a service provider can't do something they charge you for doing in the first place. The accounts person says they can debit the amount off on the 13th and even sends an sms notification confirming this. I even asked to make sure that the phones are not disconnected, which I was told "you have made arrangements and the numbers will not be disconnected". Great story, probably as reliable as the rest of the dealings too. And it seems like with the rest of the time I have dealt with vodacom on this simple add on to a contract what they say is a whole completely different story than in reality. Yesterday i called and I spoke to a gentlemen who had agreed, if you had made plans they should not have cut off the numbers, this gentlemen also could not help because apparently the accounts department are a force on their own. All fair and well. I called Vodacom customer care. And spoke to a woman who really should not be dealing with customers in the first place. I eventually asked to speak to her manager. To which the reply I got was, let me tell you how this works. It's fantastic right. I'm sure everyone would love to hear that. Understandably I said I don't care how it works. I have asked for your manager and expect to speak to your manager, probably not in those words and probably not that nice either. Your accounts supervisor then told me I should have corrected this and also I should have ensured the banking details were captured correctly, again I guess I have full access and can see what your sales personal enter into their system. To which I had replied, if half the debit order goes off, then how is my banking details incorrect? A fault from Vodacom yet again, well done. This lady then confirms that as an arrangement has been made the phones will be unblocked. Apparently what the first accounts person failed to tell me us that even if an arrangement is made the sims are automatically blocked. Surprisingly right, yet again, another person not actually able to do their paid for work that is supposed to be fully trained in supplying a "service". The supervisor then confirmed eventually at 9am that within an hour (first time) or 2 hours (after 2 minutes), (the ever changing lies and falsehoods between what comes out of vodacoms staffs mouths and reality. And guess what the time is now 13:00 and the numbers are still blocked. Now tell me. How would you expect a paying customer to be interested in staying with you when having a prepaid sim has a much better service than your contract customers. Should the phones still be blocked tomorrow I will notify my bank to withheld my payments to Vodacom. I'm not getting a service at the end of the day so why should I pay for nothing. No one will pay for something they are not getting.

On the 1st March I saw an iPhone 5s it was on special price for R199.00 per month on vodacom phamphlet n my contract ws due for upgrade and I called the upgrade department n I was promised I will get my phone within five days after that 5days wen I called to find out when am I gonna get my phone I was told about the new system that has been installed so there's a little bit of delay, and I phoned again after a week there was a different excuse that wen u change to a different plan I will only receive a phone month end till today I haven't received a phone yet when I checked my airtime balance my account os credited with R200 airtime which is for the new upgraded contract yet I haven't received the phone when I try to call them I hold for
Literally an hour until my battery runs flat.i need help can sumbody please advise wat to do or who to call I ran out of options

Hi to Whom It May Concern

Hope this mail reaches you well,

I wanted to highlight my dissatisfaction, not with you per se. But procedurally with regards to how my claim through CellSure was conducted.

I claimed my damaged Samsung S6 Edge from CellSure whom is Vodacom's insurance company. I followed up with Thomas from CellSure who assisted me with my claim. He advised that i would be able to get a new phone from any of the Vodashops as my claim had been approved.

On the day of picking up my phone, that being toady Thur 7 April. Whilst the customer service was busy working on the finalising the claim, i spoke to one of the other service agents, to which she spoke to before and requested that the phone to be brought to the front from the store room. She then requested for the sim card that was going to be used in the phone which i gave her. Which i then did. She then activated my insurance and then i left the store. When arriving at the office, i took the phone out, only to find out that i was given a phone that i did not order. After numerous cals between the Vodashop and CellSure. I have been told i cannot bring the phone back as the box is open. The same box that i did not open but the shop opened. After many queries it seems that the miscommunication of me receiving a phone that i did not want lays with the shop clerks who gave me the wrong phone and without my communication.

CellSure asured me that my claim would be for the phone that i wanted, which was a Samsung S7 Edge. I have been given a Samsung S7 flat, which is a phone that i do not want and i would like to escalate this matter with both CellSure, Vodacom and the Voda stores.

Since the 1st of April I am struggling to get through to the cancellations department with no success up to today. According to customer care there are a technical problem with their numbers. I phoned customer care everyday since the 1st of April and everyday somebody else promise me they will give my details to the cancellation department which will call me. Up to today, nobody phoned me back. My contract expires on the 1st of May and I need to give a month notice, but how do you give notice if NOBODY is able to assist you. I put a complaint on Hello Peter and only got Vodacom's standard reply, someone will phone me. I can't get it how a company such as Vodacom can assist a customer with something simple as cancelling a contract. Not even head office replies on an email. This is absolutely ridiculous and unacceptable.

Call ref no. 1-[protected] must be resolved today !
and CALL REF. 1-[protected]
You people keep on sending me different reference numbers but my problem does not get solved.
!
My primary no is still not getting any 4 G signal.

Call outstanding for a month now !

I bought a little 'over the counter' nano SIM card (completely diffe...rent number than my primary number) just as a test... Put some airtime and data on it ... Inserted into my phone and it is working 100% WHY IS ONLY MY PRIMARY NUMBER STUFFED UP ? Vodacom already ALSO done a sim swap twice. STILL DOES NOT WORK. Can you please get a senior network specialist (or Iphone specialist to contact me urgently)

I need to have LTE working on my primary number URGENTLY. LTE is the only way i can access my security cameras around my house.!

I visited Vodashops MANY times. SIM swaps was done MANY times. Spoke to VARIOUS agent and all they recommend is ... reboot your phone.

PROBLEM NOT SOLVED !

Please get one of your Iphone specialists to phone me or make me an appointment and i will bring the phone so they can test directly and also see if all settings is correct !

Good day

I would like to enquire about the amount payable and due on the 31 March 2016 - IT with utter discussed than since logging my call reference number 001CCaBEDT5TE7YS I had no response to my query. Vodacom also ignored my Helle peter complaint logged.
Kindly take notes if my complaint or query is not addressed this time I will be forces to log my complain with the ombudsman and media.

The issued at hand:

I have requested a copy of the Itemised billing statement on a number occasions today and still did not received the full statement for date 2016-02-01 to 2016-02-29
I have been send emails at 13.27, 16:29, 16:34 and 16:28 with the same information and not the requested information – Am I be billed for these documentation where I was specific in my requested I needed which is my itemised billing information dated 2016-02-01 to 2016-02-29 yet I only receive stated for 21-02-2016 to 29-02-29 ( refer to statement attached).

2nd Issue

I have been send and invoice B993888905 for data usage and data once off payment request. I need to verified when these transaction took place as I have a used problem if these transaction took place on the weekend of the 19-02-2016 to 21-02-2016
Reason being - on this specific weekend I made numerous call to your call centre which you can trace on your system and the discussion that took place whereby I specificity enquired about purchase data and of which the system gave me errors and the message unable to process your application due a upgrade your organisation did without informing the client (as I has no interaction nor notification of this – if you differ on this regards I will require proof that you did send me the notification).
I also spoke to your consultants which was also not clued up into what was going on and I was referred another department as some sort migration happened I of which then I was advised.
Eventually I got to one consultant which assisted and of which he was also unable to purchase bundle for my contract due to your system problem and if which he assured me that he would log a service requested and of no consultant got back to be on the regards – refer to the call conversation on the 21-02-2016.

Questions

1. I need to know when these bundles was purchased on your my contract as well as data usage amounting to R 174.93 as stated on the invoice B993888905.
2. If this is on the weekend of the 19-02-2016 to 21-02-2016, why am I being charged on bundles of which I got specific notification the my request is unable to process – why am I being charged and why was this application processed without confirmation – hence I would not have purchase more than 1 bundle if it was successful. Why am I being charge on data usage if you guys did not inform your clients about the migration where by data bill negatively increased due to not being able to purchase bundles (yet I was charged for these bundles).
3. What data usage and data bundles is reflecting on invoice number H0-245E and what is the data usage and bundles on invoice number B993888905 – why do I have separate invoice

I need my invoice statement to be addressed as soon as possible – and will be take further steps by submitting a formation submission to the ombudsman with my question has now been answered. I want all my charges for the weekend to be 19-02-2016 to 21-02-2016 reversed – this fraud and bad client services by not informing me as client. I have a business and my data need to available 24/7 hence a purchase additional bundles and you negatively affected me with your poor migration implementation system.

Good day
I hope that this email finds you well.

Firstly I would like to express my disgust in Vodacom"s poor service.
I have been a loyal client of Vodacom for the past 24 months and had alays been understanding even when services were not quite delivering as they promise, as my loyalty has always kept me understanding.

On the 25/02/2016 I did an telephonic upgrade as I was due for an upgrade I was very much satisfied after all was concluded and I was advised that my device will be delivered the friday after.

Four weeks later, 11 customer care calls, 4 trips to the Vodacom stores, 6 complaints and complaint follow ups, 4 supervisor calls and 2 calls to head office later I still do not have the device.

I tried to come up with my own solution. I advisedVodacom sales to cancel the telephonic upgrade as I will do the upgrade im store rather as they are dailing me. I was advised that yes its cancelled only to find out when i drove all the way to the store that I already upgraded as on the system the telephonic upgrade is still pending.

Now I'm super frustrated and irritated I have been waisting my time with agents, Team leaders and whoever I spoke o, that were all incapable of resolving the matter as I've been sent from pillar to post that seems to be the only thing they do right.

I would like to cancel my contract, my number. I do not want to be affiliated with the Vodacom network and its incompetence . I will be advising friends and family and people that are willing to listen to consider moving from your network. You failed to give a very patient customer a solution 38 days later.

Please do not contact me to apologise as I have more than enough apologies from your consultants.

I would also like the call recordings as I have laid a claim with Icassa.

Regards
Elizabeth Davids
[protected]@gmail.com

Yesterday I file a complaint at hellopeter.com. I am a Vodacom customer for 17 years with 6 running contracts and never miss a payment. So I went to Makro to upgrade and change a flexi 150 to a flexi 200 because they have a deal with a gift card. Then the salesman told me it is only on a new contract on my upgrade I get R.1500 less, do this make any sense? They give this to a new customer but not to a 17 year customer. A lady from Vodacom called me and put the blame on Makro ( this is their deal) but Vodacom give Makro so much more commission on a new deal how is this Makro's fault. Then I told her maybe its time to move to another provider and she said yes I can do that. This is how they treat their customers. Look if they give a new contract R500 benefit I wont complain but R1500 is R62.50 pm less than a old good customer. Does it sound right.?

I am trying for more than three weeks now to get LTE activated on my sim card after i did a sim swap at the Vodacom shop in Woodmead.

I bought a new Iphone 6 and had to get a "nano" sim for it. My previous phone had a normal "micro" sim.

The sim swap was done successfully ... except for only getting a 3G signal. I tested the phone with my wifes sim card (4G) and the phone worked perfectly with her sim. I also had the phone checked out at the Apple Istore and 4G is working perfectly on the device.

I then started the "rocket science" experience of trying to get Vodacom Customer Care to activate 4G on my sim card. It is now 3 weeks later and absolutely no joy ... 4G is still not activated !

I called them 9 times and also contacted the Vodashop on numerous occasions. No 4G yet !

Is this really such "rocket science" or a simple "tick" that a 3 year old can do ?

What else on earth do i have to do to get LTE activated ?
That was working perfectly until the sim swap 3 weeks ago.

Thanks
I C Kok
[protected]