Vodacom

On the 22nd of October 2014 a lady phoned me from Mondo Mobile a approved service provider for Vodacom to offer me a flexi 100 package. I had just done a transfer of ownership on my Vodacom contract that was on my fathers name but now on my name. She said I will be receiving a new sim card and I thought this was normal procedure because it will have RICA on it as my address had changed with my transfer of ownership. I however did not know I was getting an entirely new cell number and contract until about 10 days later. Why would I want another cell number and another contract? I can only afford to pay for one. I went to the Vodashop in Fourways mall to ask what was going on as this is where I had handed in my forms for the transfer of ownership. I thought they had made a mistake and opened a new contract for me. This was not the case and young lady looked up this new number on her system [protected] and said Vodacom had made a mistake and they have cancelled this contract so do not worry about it, then proceeded to cut up my sim card in front of me! I said to her are you sure? She said yes. Now since December 2014 I am getting billed R339.00 a month for a number which I am not using! I have spent hours speaking to customer care but nothing gets sorted out. Finally my package dispute was escalated to rewards for a call recording and a request put in to cancel the contract and refund me for the amount I have been overcharged and been misled. The first request was submitted on 10 December 2014 and nothing happened then the second request was submitted on the 9th of January 2015 and I was told by customer care lady Bianca Qwabe that this procedure usually takes 3 to 5 working days and she will keep me updated as to what is happening. I heard nothing for about 10 days and phoned again to find out what was going on. I was met with a apology and was informed she had had no feedback from Vodacom and will escalate the issue to a higher department. 5 days later still nothing and then decided to email Mondo Mobile as I waited 7min for somebody to answer the phone to no avail. A gentleman name Jonathan Subban who is the Customer Care Liaison Officer replied and apologised profusely and informed me Bianca will contact me shortly. She did the next day with no news again! I explained to her how serious the situation is as I cannot afford to pay for this number again February. On the 2nd of February 2015 a debit order of R339.00 went off! Now when I try contact Bianca or Jonathan about this they do not reply to my emails and I cant get hold of them telephonically! I am so disgusted and disappointed with Vodacom. They really do not care about their customers at all. They are happy to suck you for every penny you have. They do not care if they lose your business because they will get more from many new clients. My current cell number is [protected] which I pay R267.50 a month. This other number I am paying for is really hurting my bank account as things are really tough at the moment. You try explain this to them and you just get a F you attitude. I really need this issue resolved and do not know what to do anymore. If Vodacom or any other cellular company tries to offer me something over the phone again I will hang up immediately!

Good day
As an existing vodacom mobile data contract holder on two mobile modems, I was due to upgrade which I enquired on,
This process started where my wife and I entered Vodacom canal walk cape town to undertake an upgrade /renew on my existing data contract. 1. being 1 gig data day and one gig night owl bundle.2nd being 1gig top up data bundle.
We opted to have the 1 gig top up bundle transferred to a tablet deal at Vodacom .
My wife chose the tablet and had to wait a two week waiting time when contacting us to collect we went in store the tablet (HP 7 slate HD)which my wife chosen was given us payment made and upgraded contract of 169.00pm was signed on the unit.
dated in store .28 Jan 2015- to date 02 Feb 2015 . The unit was not opened and activated in the store at that time of purchase and on activating the unit found that it could not serve the purpose of making calls (no dialer on this tablet unit) which was disheartening for my wife, it couldn't serve her purpose, we contacted the store and explained our situation that we did not want the unit, we returned it to the store sunday 31st January 2015 and explained our discomfort of the product to the store manager and was told the unit had been already opened from the box and that it could not be returned a such also that the seven day out of box policy was only for faulty devices, we were told the matter was refferd to another shift manager and that feedback would be given via mail on whether or not we could change the product for something else, in the same time instruction for us to keep the unwanted unit with us was given. Today 03/02/15 I received an email stating that then upgraded contract of 169 pm will take effect from March 1st 2015 and that Vodacom canal walk would not take the unit back... I now am in possession of a unit we do not want as it does not serve my wife s requirements. We in the store asked if the contract be placed on a Tablet unit which could dial and pay the increased amount difference on the unit as an enquiry, To our dismay the maili received held only negative responses . I HAVE FROM THE FIRST OF MARCH HAVE TO PAY FOR A TABLET WE ARE UNHAPPY WITH ON VODACOMS CONTRACTS...
Please as a client what can I do to escalate this issue as I fear seven day [policy will lapse and we be stuck on this contract.
feedback will be appreciated...PLEASE HELP. IV ETRIED NUMEROUS SELF SERVICE NUMBER AN THIS HAS BECOME A WAISTE OF TIME TO DATE

Good Day,

I am extremely annoyed with the Non-service I am receiving from Vodacom as an existing customer for over 8 years!

On the 27th of January 2015 I visited the Vodacom store at the Glen Shopping Centre to enquire about my cell phone upgrade on [protected].

I was told that because I spend more than R800 a month I do qualify for a premature upgrade.
They did not have the phone I wanted (iPhone 6) and said it would take up to a month to get one so they referred me to the I-Store.

The I-Store said they would have the phone for me today the 3rd and so I attempted to complete my upgrade only to be told that I can no longer do it because you “VODACOM” have changed their rates premature upgrade rates to R1200.00.

On phoning the call centre to query this with an extremely rude and unhelpful operator, I was told well that is the way it is.

I have 3 contracts with you, have been a customer for over 8 years and find this unacceptable!
I have been told by your upgrades supervisor that I am not the only one complain about this and a number of that complaints are coming through.

Please revert to me with feedback A.S.A.P. or I will be cancelling all three of my contracts and taking them to another Network.

I await your urgent feedback

Regards

Good day

I am so appalled at the level of service I have received from Vodacom obviously there is no consideration for good customer service and you want us as customers to rate the service I have been waiting from last week for my phone to be unblacklisted as Vodacom blacklisted the wrong phone iv called your customer service line on 082 111 and they advised me to go into the branch and they would be able to assist me I went to the branch on the bluff ( as they blacklisted the incorrect phone )and they say they unable to assist only by filling in the form you guys can assist me they also gave me a number to call which was 0821 954 i did not know any business especially a call centre would make someone hold for over 30 minutes there is no way your call volumes can be that high that nobody is available to take my call i just don’t believe that if that is the case you need to hire more staff to make yourself efficient as a call centre

Would someone be able to call or assist me today i do expect to get feedback in this regard

I found that there was a other number registered on my name that I have to pay each month about a year and half ago. I did stop the payment of that contract immediate but kept on paying my old account, then suddenly VODACOM Cut my old line for not paying the fraught one. Now each month I must phone them to activate my line again. Then they said I must send a copy of my ID an a Avid avid to them for the fraught department of VODACOM to investigate . And they are sorry for cutting this line it won't happen again. But each month it is the same all over. I'have send my documents to them now 5 times and each time they cut my line they say they Haven't received my documents, but each time I send it I got a sms that said we received your documents with a ref number. THis is poor service, better VODACOM cancel my contract that I have with them for now all most 12 years and I move to a service provider were you at least getting service.

I was due for upgrade in December which I phoned in and took.

However upon taking the upgrade i was not informed that I would still be charged the Hardware subsidy for my previous handset.
I was also told that my monthly installmet was R570 nad its now over R700.
I really think the service from vodacom is shocking.

I want this issue resolved as soon as possible. I cant afford 1000 rand a month because of their stuff up

June 2014 I took out a contract with Vodacom and chose the Sony Xperia Z2 after seeing what great phone it is and for the reason that I will be able to take photos under water when viewing the advertisement on TV. On 28 December 2014 I placed the phone under water (not for more than 1 minute), took a photo and took it out of the water. When placing the phone under the water I DID KEEP ALL THE PORTS CLOSED SO that the water won't go in. Then the phone went on and off by itself and I realized that the water was the issue. I took the phone to Vodacom on 29 December 2014 and they then send it in for repairs to Sony. Today, 12 January 2015 I received a message stating that my phone is in the assessment process. I then phoned 082 1944 and the lady told me that Sony is NOT going to REPAIR OR REPLACE my phone as the water test is showing that it was MY NEGLIGANCE. I was then told that I have to claim on insurance and then I have to PAY for everything. THIS IS UNACCEPTABLE! IT IS FALSE ADVERTISEMENT. DO SONY WANT TO TELL ME THAT I AM LYING? I WILL NOT LEAVE THIS HERE. THEY ARE SUPPOSED TO REPLACE THIS PHONE AS THIS WAS FALSE ADVERTISEMENT.

It is with sadness that I come reporting on the ridiculous service that both agents and management of Vodacom are providing. I called in asking to be assisted with a sim swap besides the unreasonable questions they ask you, you can feel that these people are not willing to lift a finger, having worked before for MTN I understand the process and time it takes to do a sim swap and feel that at times it's not that you answer the questions incorrectly but agents are lazy and don't want to help you, worse even their supervisors have joined in this. Today I spoke to two agents after failing to assist asked to be referred to a supervisor Veronica Claasin who came out to be incompetent, which made me understand why vodacom have service that is like this

Been reporting about for too long now, and I am real ****** off of vodacom service.I am on contract for 24mths expiring 2016 but ever since I've renew my contract have'nt find happenes as almost 10 times months I have to call vodacom requesting BIS real wat the issue with this bis thing as I am only receiving Aitym and all my social netwrk ar not wrking due to this stupid vodacom bis any cud please assist by cancelling this stupid contract. And put me back on prepaid as m so fed up of this now.last time I spoke to vodacon consultant promised me that this issue won't give me problems again everything is sorted but I am having same issue of not having a bis bt receiving aitym.Exactly what contract I am in? Just cancell it pls asap.no [protected]

I have a contract with Vodacom and 3 months later had to take the phone in for repairs (the camera froze when taking pictures and the battery wasn't charging properly). My phone has been for repairs 4 or 5 times in less than 1 year (december 20 2014 I will have this phone for 1 year) yet I have the same issues, all they do is give me a "device exchange" as they couldn't find the fault. I took it up with Monja who apparently is more senior and all she can say is I need to book the phone for repairs but also admits that when she tested a BB9720 the camera froze, yet they will not admit that this specific model is a problem! 1 year later I need to book this phone is again as the charging block is totally screwed yet they will not give me a sattisfying solution!

My iphone battery packed up and it was replaced by apple as it was under a year old. The new one stopped getting signal after 8 days. Vodacoms techs tried to fix it and want to charge 3600 for a damaged sim card hlder? To date have had no response except will get back to you in 24 hts or call u back in 10 min. I am still waiting. I am giving them 24 hrs and then my attorny willstep in as I am now gatvol.

I was due for upgrade in July 2014 and my name was placed on a waiting list for the iphone 6 (128 gig) during July 2014 at the Vodacom shop at Sanlam Head office in Bellville. I've followed up on numerous occasions after the release date of the iphone 6 in October and was told that the store is waiting for stock. On Thursday 11/12/14 I've received a message from the store that they will not be receiving any stock in 2014 and that they will be starting a new list in January 2015.

I'm really dissappointed that I was made to wait months before being told that the store will not receive iphone 6 stock. Had I known this I would placed alternative orders for the phone via a bigger outlet, online sales, istore etc.

I am so fed up with this ridiculous service received the last + - 2 months. I filed a complaint through hellopeter on 18 nov 2014 regarding no data reception and absolutely no internet connection available. I got a response via a phone call where i was told that the problem was taken care off. The call centre agent informed me that they would contact me again to find out if i tested the service but with no avail. I pay about r 1500 a month for internet services and so called smart service. I am fed up with not being able to connect to anything while i can see the towers used by them right outside my home. I am willing to go the full mile to get this sorted out. I invite any person who works for vodacom and who will see this complaint to my house and surrounding areas to test and live through my frustration.

We have an upgrade available and this so-called fantastic deal for a Sony Xperia phone together with a Playstation 4. It has been 2 weeks since we signed the contract and were told that the phone + playstation will be in store within 2 days. Well, its more than 2 weeks and the consultant from the Fourways store does not bother calling nor returning our calls. Apparently all stores are out of stock indefinitely! How can one advertise something that's not available...is this not false advertising?! The unhelpful Vodacom Head Office switchboard operator will NOT put me through to anyone senior as these people are only available for the more important corporate clients. Customer Service is diabolical and for such a large organisation, this is shocking and they should be embarrassed for more reasons than one!

I am completely flabbergasted at how bad and how indifferent Vodacom's conduct towards their customers has become!

After more than 10years as a Vodacom subscriber, I am now seriously considering leaving the network for what I guess will become the devil I don't know. I signed up for a new contract with Vodacom on Sunday 23 November 2014 at the Vodacom Shop at VodaWorld. It is unfortunate that I did not get the gentleman's name who assisted us, but his attitude should have been an indicator of what was to follow. Throughout the process he barely spoke two words to us, conducting the whole transaction in silence and evidently not doing what we had asked of him.

I think my instruction was fairly simple. In your catalogue for the month ending 6 December, you have a package deal. This deal included the following:
•A Samsung S5 Mini LTE
•A sports armband with earphones
•A Vodacom Smart S contract subscription
•and an extra 1GB data @ R99
•All this at the sterling price of R379

I asked for two of this deal on one account, with only one SIM Swap required (as my fiancé already had a micro-chip and I did not).

What I got was:
1.Two lines on two accounts (instead of the one account I asked for). So every time I call in to fix something on one line, it's another process to do the same change on the other.
2.No SIM swap. Having waited the whole day for the contract to come into effect, I then discovered that I could not use the new phone because the SIM card was still not registered on the network. When I called in 6 hours later, I was informed that there was NO SIM swap requested on the system. Only then was a request for a SIM swap made.
3.The following day, I further discovered that the deal I had requested was indeed not the deal I had received. Although I had received the phones and the "gifts" and the subscription cost, there was no 1GB data voucher loaded on either one of the accounts.

Furthermore,
1.No one bothers to explain the basic things. Things which I honestly feel if the gentleman had nothing else to say to us, he could have at least mentioned and asked which options we preferred. For example:
◦Caller ID is automatically disabled. It can be enabled at a cost of Rx. Would you like us to enable this for you?
◦International calls are automatically blocked. Would you like to be able to make international calls on this line (understanding the cost implications)?
◦Your default credit limit on this plan is Rx. Would you like to increase or decrease this limit?

As a customer, I don't appreciate having to call 111 every time on matters that could actually have been ironed out upfront because you know them and they should form part of the contracting process! And then when I ask for the complaints department I'm told there's no point complaining! Really?

Vodacom don't even have a complaints option on your site. I had to call in today to the same call centre that yesterday told me there was no point complaining to get an email address that I do not even think is correct. The address they gave me is for Vodacom Life Assurance which I doubt deals with contract sales complaints!

I am saddened and disappointed. If it was the attitude of one person I might say that it was one incident and it was a bad day. But the response I got when asking for complaints tells me there is a bigger problem. A problem that it does not seem to me they are bothered to do anything about.

I am highly disappointed in the fact that Vodacom is robbing me when I have so much of dealings with you guys I spend a total of R7000 to R8000 per a month on telecommunications with Vodacom and this is the thanks I get.

Last night my airtime balance was +- R1189.2 if I remember clearly also my data was +- 1.46 gig remaining and as soon as I get home my mobile connects to Wifi (Iburst) so my airtime could not have got depleted on on out of bundle internet usage like the contact centre agent has mentioned to me neither could the Mymig 2gig bundle I had get depleted so quickly. It’s impossible.

I originally called the vodacom customer care call center to enquire why my blackberry bis was being stopped on my account. I was due to upgrade but was waiting for a specific phone to come in. During my phone call it came to my knowledge that I had last upgraded in october 2012. Throughout this conversation my mental capabilities were being undermined my one of your call center staff, portia, who kept telling me “she had explain and does not understand why I don’t understand”. She was trying to explain that I had to work out the extra months from upgrading early, but could not tell me how I have gone from starting the contract in october 2004 to needing to wait until december 2014 to cancel. She had previously spoken to my father and mother, to acquire permission to access the account as it is in my fathers’ name. Portia also kept telling me “if I do not understand then I must ask my parents to explain as they understand. She also said I must go to a vodashop to get them to explain to me. Just out of interest sake I ask my parents if they understood what portia was explaining. They both asked me in what respect as they had spoken to her about their own contract and not about mine. My mother did however say she was extremely rude and it seems that but telephone manners are all that is needed to work at the vodacom customer care call center. Strangely I had also spoken to a manager, think his name was mpho, who also could not explain and was just as rude. So to get a better explanation I went to my closest vodashop, which is at musgrave center. By this stage I wanted to cancel my contract as I was no longer interested in doing business with vodacom. My mother even said she made the biggest mistake by upgrading with vodacom. When I was eventually assisted, I was told that vodacom normally cancelled the bis on the 21st month of the contract and could not tell me why. He then advised that I go to a vodacare shop, but should not use the one in durban, as they are useless, but rather go to gateway. So I went to gateway. I was told there that my contract must have been signed in december 2012 as that was when I could cancel. When I asked about my bis, I was told that bis was used in a pro rata format and that is why I have already used 24 months. When I went home I looked into this story a little more. Only to discover that the upgrade was done on the 18.10.2012. So I went back to gateway vodacare to find out more. I was told that the previous contract must not be considered when calculating the contract expiry date and he does not know why I cannot cancel my contract. He then tried to call the cancellations department who never answered and said he left a message for them to call me back as the are very busy, however he does not think that they will call today as the close at 16h00. I am still waiting for them to call me back. I also enquired what it would cost to cancel the contract early and he said I would have to pay r74.00. I then called vodacare again and they advised me to call the cancellation department on 082 1958 and they are open from 08h00 until 18h00 or 17h00 on saturday. Well they never answer that phone, so I went back to gateway vodacare. To my surprise I was told yet another story. So I was told the same story of how when you upgrade early you still have to finish the last three months at some stage. This time I was told exactly how I went from beginning the contract in october 2004 to ending in december 2014. Strangely enough when I asked him how much it will cost to cancel early he told me r186.00, where did this price come from. Thanks to poor customer service and high prices from vodacom, I have no time for vodacom. I will never take out another contract with vodacom and will make sure everyone sees the bad service they give. You seem to always advertise how fast lte is, try lte your staff. All I want from vodacom is my number, so please tell me how and when I will get my number free to use on a helpful service provider.

I have recently become the victim of sim card fraud.

The sim card that I got on my vodacom contract (Attached) for a top-up data package of r69 per month was stolen from my car whilst my samsung tablet was in for repair. To my knowledge this sim card was only a data card and would be capped to the data as per the contract for r69 per month and that should I require any further data/airtime I would need to top up.

At no point did anyone explain or is it stated in the contract that the line would be open for calls and airtime unless topped up. I never received invoices for this line ([protected]) since I signed the contract, only the r69 per month was shown on the monthly statement. It is not even possible to view from my vodacom account online.

The first notice I received of the amount charged against this line was on the 29th september 2014 when a deduction of r7, 688.93 came through on my bank account of which only r2, 030.39 was for my red vip cell phone line [protected]).

I immediately contacted your customer services line where it took the operator about half an hour to locate what the charge was for. After I phoned the number it was picked up by someone else on the other side and I requested the operator if it is possible to trace to which the reply was no. I then requested him to immediately block the line. He promised to report this to the fraud line and they would call me within 48 hours – I am still waiting almost a month later!

Unfortunately the person that stole the sim card had already made another r4, 730.55 worth of calls on this limited top-up account before I found out that it was stolen.

I hold vodacom responsible for the full amount r10, 389.18 (Less the 2 months r69 per month) as this is a top up account and no calls or data above the r69 should have been allowed without a topup on the account made by myself.

This was the forth time I handed in my gear for repairs for my Samsung galaxy note 3. It was handed in on the 10th of October, when I return yesterday to enquire about the gear, they can not find it, it's missing. This is not the first problem I'm having with this shop. Previously when my handset was in for repairs, 4 weeks later I went to the shop, they gave me the wrong phone back.my nr [protected]

The last week of September I took my contract cellphone which is now a year old (Blackberry Q5) to the vodacom service repairs centre in Lakeside Mall Benoni. The so called technician who was very rude (obviously not wanting to work on a Saturday) took one look at the phone and said you can throw it away. The problem was that the phone said battery not connecting or something like that. He said its water damage and they wouldn't be able to repair it and can be thrown away. I said to him that the phone has never been close to water or steam and cannot be water damage as no one ells has the phone except for me. He responded ''oh sorry that is how it is and I don't know how but its water damage) and he starter to help the customer behind me rudely taking his concern ells where as now I was starting to irritate him. Not being happy with the answer he gave me I took the phone to a local repairs shop. the guy had one look at it and said that is a software problem. he updated the software and after me needed to pay R700 the phone is working 120 %. I have 2 contracts at Vodacom and feel so disappointed that that's how they treat their customers just because they are lazy as hell. I want my money back which I needed to pay to get my phone (that is under warranty and covers software) back!