Vodacom
reviews and complaints

24 May 2021 SR210524-626149 and 26 June 2021 SR210626-759778).
The fibre link was down and still is down since the second SR. In May the technician came through after 7 days and Vodacom declined to reimburse us for the data bundles we had to buy and also did not credit us for the downtime.
Today 28 June 2021, the fibre link is down again and they will only send a technician on 30 June 2021.
We use fibre for TV, Work, School and cellphones.
I will be cancelling all my contracts with Vodacom when they lapse.

I had a Vodacom contract many years ago which ran beyond the two year contract period. The contract was for a tablet which I hardly used after the first three months. When I took the tablet on holiday in Cape Town and attempted to use it, I was unable to do so as the number seemed to be disconnected although money was still deducted from my phone every month. The person at the counter at the Vodacom shop informed me that the number was disconnected due to the fact that I did not use the device or the number for a period of more than three months and I had to purchase a new sim card.
After the holiday I again forgot about the device and a few months later went in to Vodacom shop in the Bridge, Port Elizabeth to cancel the contract. I was informed that they could not cancel the contract and even after I asked for an email address to do the cancellation I was told that the only way to cancel was by phone and they provided me with the number. After many attempts I managed to speak to a lady who took down all my details an told me thst the cancellation period was three months, which I accepted.
On the fourth month after my cancellation I noticed that Vodacom had deducted money from my account again and I phoned the cancellation department again where the lady informed me that they did not receive any cancellation notice. I told her that they have already now taken money from an account that I have not used for a long time and therefore requested her to cancel the stop order immediately which she promised to do and also look into the previous cancellation.
At the end of that month money was deducted from my bank account again by Vodacom and although my bank could not help me to cancel the stop order which according to them could only be done by Vodacom, I want online and managed to reverse the deduction and cancel the stop order.
Since then I never heard or received anything from Vodacom again.
Two weeks ago I went to the Vodacom shop, Baywest, Port Elizabeth to apply for a fibre contract. Megan, who assisted me phoned me a week later on 18 June2021 and informed me that the contract was not approved due to the fact that I had an outstanding account which was with their legal department, but they did not want to give her any details. I went to see Megan on Monday to get more information, but failed to get any answers.
On Wednesday I phoned the legal department and while I was still explaining the person on the other side cut me off. That evening I mailed Vodacom Customer Care and received two subsequent aut0mated mails asking for information which was not relevant to my situation.
It is now four days later and nobody from Vodacom legal or complaints department had made any contact with me. The only person from Vodacom who phoned me was a sales lady who tried to sell me a contract over the phone. I explained the situation to her and she informed me that there was no legal block on my name. I requested her to contact me vie email to look at the contracts, which she did.
On 27 June 2021 I went to see Megan at the Vodashop and she confirmed that the block was still on my name.

see a copy from earlier emails.
this is been going on since May 2021, The package has been collected but I am still being charged for the product I have cancilled
From: Esterhuizen Leana
Sent: Monday, 10 May 2021 09:47
To: '[protected]@vodacom.co.za'
Subject: FW: cancelation. urgent pick up
Importance: High
Good day
I do not want this upgrade.
I have phoned for the cancelation
I have forwarded ed you an email a week later.
I am not satisfied with this.
I have contacted you before the so called 14 days for returns, but you are ignoring me.
Strange how quick you are to deliver and force a person into a new contract, but when I want to cancel, you ignore me completely
Please collect the box from me.
From: Esterhuizen Leana
Sent: Thursday, 06 May 2021 10:43
To: [protected]@vodacom.co.za
Cc: [protected]@ram.co.za
Subject: cancelation. urgent pickup
Importance: High
Good day
I have called last week Thursday for the cancelation of this new device package
Still today, the package has not been picked up.
It took you 1 day to get it delivered from JHB but in 7 days you are not able to collect it.
I want this canceled and collected.
Why the delay?
I will not pay for this. I have indicated I do not want it
Please urgently collect your property from me

Dear Sir / Madam

Even after requesting that I did not want these services or options you have kept on processing the debit orders of R 60 and R 74 from my account since August 23 2016. I was told that both of these debit orders would be cancelled, however it is still being debited against my account.

I have also attached all the emails that I have sent.

I have called on the following dates, where I was told that you have escalated the query, and have spoken to Selainin, Mandla, Marilyn, Veronica and Ambi:
11 March 202126 March 2021
4 April 2021
23 April 2021
3 May 2021
10 May 2021
31 May 2021

I have also called on numerous occasions since then but I am unable to get hold of an agent

If you do not return the amounts to my account within 10 days I reserve the right to take legal action, the cost of which will be for your account. The outstanding amount that you owe me excluding interest is R 7 236.

It has been 2 weeks now since i am experiencing this issue after 1 day of heavy rain, i have called the call centre now 3times with no concrete resolution to my problem, every time you phone the call centre, they want to do internet settings and scyronize your sim card which does not resolve the issue, once i use my wifi i have no problem which is a cell c device, clearly its vodacom network issue, my frustrations arise from the call centre who has escalated the matter to the network department, but no solution in place, all they say is waiting on the person assigned to this issue, which now 2 weeks gone, the people in this department dont seem to realise the urgency of this issue as we rely heavily on network for emails and social media for communication, sitting ducks could take days weeks months nobody knows, as a loyal customer for over 10 years the team leader at the call centre gives 101 excuses, and says i can cancel the contract free of charge and switch to another network, he talks about load shedding which is fair, which you dont receive signal, but this issue passed load shedding, we pay for a service, an we dont receive it, in the 1st of every month the debit order goes off the account irrespective if you didn't av connection .

Good day, To whom it may concern
Please see the subject Concerned as to why i am seeking Compensation on the matter,

On the 8 June 2021 between 13h00 - 14h00 my husband Robert Swanepoel received a call from Vodacom Customer Care informing him that a illegal sim swap was being asked for on his Vodacom number [protected] which we have now Blocked)
my husband informed the lady(Vodacom Consultant) that he was not requesting a sim swap on his number, the lady then informed him that a flag would be put on his number for other customer care consultants to be aware of the situation,
Just after 17:00, 8 June 2021 my husband noticed a complete LOSS in signal on his Vodacom sim card, and could not receive or make calls,

Now due to the ILLEGAL sim swop my husbands bank account and Emails were accessed and all of his Money was stolen from his Bank account (R13500.00), we have opened a case of Fraud at the SAPS BRITS North West, on 9 June 2021, CASE number: 134/6/2021 Brits SAPS contact number: [protected]

We are seeking answers as to who the person was that authorised the Illegal Sim Swop, and compensation for the pain and suffering caused by the person and Vodacom, If I do not have answers within the next 24hours, I will be taking the matter further with ICASA.

KINDLY CONTACT ME, Mrs Natalie Swanepoel on [protected]
Or My Husband Robert Swanepoel on [protected]

I have been trying to cancel one of my Vodacom contracts since the 29th April 2021 - when it was due to expire. I have phoned the' cancellations Department' 15 times, spoken to different consultants, and they could see from the records I had phoned numerous times, and to date, no cancellation seems to have been done. I have received two e-mails saying that it has been logged to prepaid and will take effect with from 11.05.2021. Yesterday, another e-mail received, which is the same as the previous one with the date now 06.06.2021. I went into a Vodacom Store and they confirmed it has been cancelled.
I want to know... WHY they have taken off the R200 for BOTH May and June if it has been cancelled? What is wrong with the Cancellations Department? I would like a refund of the R400.00, as it is NOT my fault that they' cannot do their work properly.'

Account number: [protected]-1
Account Name: Joyce Ndlovu

I would like to log a formal complaint about Vodacom.

I had 2 year contract on a mobile WIFI which ended last year. When my contract ended I called the company to cancel the contract, I was then offered more products which I declined on the spot. I went on to explain to the consultant that I have since installed an unlimited WIFI at home and the mobile WIFI is now of no use. I was assured that the contract was cancelled. I have been debited by this company since then for the contract that was ended on a so called recorded telephone conversation. I then called again and again and every time I am told that this time around an investigation will take place and my issue will be resolved in few days.

My I request that Vodacom cancel this contact with immediate effect and credit me for the funds which were not authorised to be debited from my account.

I have attached their latest statement

I find this behavior to be unethical, when the relationship is over with the service provider, why do they still insist in taking my hard earned cash?

Thank you for intervening as my efforts have been in vain.

Regards,

Joyce Ndlovu

[protected]

We applied at the vodacom Three rives store in River Square. We were called twice to say the phone arrived, but to find out it's the wrong phone or order.

Nobody can tell us when the stock arrives. The gentleman I spoke to was so rude. You can listen to the phone recordings. Phone call made 17h41 on the 7/6.

Mervin says it can take upto 3 months to get this phone.

It's a promotion but nobody can say what's happening.

Please kindly assist.

Tel [protected] or [protected]
[protected]@gmail.com

After my contract ended vodacom carried on to Invoice me even more than I paid for my device included...

I have been trying to cancel my contract with Vodacom for more than a month now... First they told me my account was in arrears and when I paid the amount and they still wouldn't help me to cancel my contract. Then I had to phone accounts to request a change on my account status after I received the payment receipt,

I have phoned 4 to 5 times a day and eventually someone promised to help me but had to phone me back because the cancelation process takes too long and I'm still waiting for the call...

Hi there
On 31 May I tried to purchase 100 MB data via USSD channel for 7 days.

And I selected to purchase data (option 2 - in first attached) and I was taken the next screen and selected option 3 (second attached). From there I was taken to the next screen I selected option 2 (third attached)

I was then taken to the next screen which gave me to options:

Option 1: Purchase 10 GIGs for R365 (I think that was the amount?) for a month
Option 2: Ignore offer

I selected option 1 in error and I was not taken to a confirmation screen. i. e usually when I buy data is asks me to confirm if I want to process with the data request, I need to select 1 if I want to process or select 2 if I want to decline.

I WAS NOT GIVEN THIS OPTION to decline the offer. It was straight through. Why is the process different? R365 is an large amount when my original request was for 100 MB for R17 for 7 days! This offer is for a months data?.. it doesn't even match my original need - DATA FOR 7 DAYS.

I cannot afford this I want the transaction reversed!

I called the customer care line 082 135 on 31 May at 7:45pm and the agent advised the transaction would be reversed and the 10 GIGS removed in the next 15 mins (please retrieve this call and send it to me - I called using my cell phone number [protected])! I checked an hour later and it was not reversed.

I called the customer care line again and another agent said it's not possible?

I am very angry and disappointed how can I get two sets of feedback! The first agent raised my hopes. I CANNOT afford R365 and I DO NOT need 10 GIGs! I want the transaction to be reversed please.

I have been with Vodacom for over 20 years now! This is something I will leave over. I believe your process is broken and not consistent! I would have opted out of the purchase if I had been given the choice. This is not treating your customers fairly! Please process my request urgently the data expires on 26 June.

I am raising my complaint here, the next step would be to take this to the Ombudsman ICASA

Getting my contract to be cancelled has been a long struggle.My contract has long being expired and I have been trying to cancel the contract on my occassion. Their cancellation department always promise that I will get email for confirmation of cancellation which to date am still waiting
Cell Number: [protected]
I would appreciate if this contract to be immediately cancelled and be converted to prepaid

good day,

since i upgrade in february, the old cellphone does not read sim card.please help

For the past few months I've been asking for a letter from your Lawyers regarding my fully paid debt but they have been ignoring me plus I paid more than what I was supposed to. Ive called but the phone goes unanswered, I've send them emails but I got no response. I need that letter please talk to your people to sort out this mess for I've been pursuing them for months now so the can give me what I want.

Contract No: [protected]-4
Expired Data Line: [protected]
Active Data Line: [protected]

I acknowledge receipt of your letter and am saddened that it had to come to this. However, after numerous calling and notification through to your respective hotline of the imminent and then expired contract you continued unabated debiting my account for expired contract.

I refer you to telephonic conversation made mid November 2020 were i called in to report a contract expiring in December 2020. Despite this notification, my account was debited month end of January 2021 for the already expired contract. Again on realisation of this debit, your outlet in Irene was notified about this followed up by calling your help line to request termination of the contract. As if that was not enough, month end February 2021 the same debit went off my account. Again, your outlet in Irene was notified and a text message was communicated to your termination office. This was followed up by me calling your help line to terminate the contract once again. This was not enough for your company which again saw it fit and proper to again debit my account for the expired contract and brought to you attention on four previous occasion.

Your last straw was your deduction that occurred at the end of April 2021 which i duly reversed and requested my bank to cancel the debit order.

Faced with this narrative above as a law abiding customer obligated to honour contract signed in confidence with a reputable company, what would you gave done?. I followed up all your documented and communicated prescripts to terminate the expired contract but you continue to take for a fool or rather your cash cow. What more did you expect me to do when your processes a hell bent on making me pay for something i indicated it is not required.

I would have personally written a letter to request termination of the contract, however, that channel you terminated in favour of calling your termination helpline.

Finally, may you indicate as to when will i be reimbursed the funds that were illegally debited from my account and thereafter may you also indicate how much the contract settlement would be to cancel for the remaining months of the current active contract? I am deeply disappointed at how you have treated me as your customer of over nothing but 10 loyal years.

I was actually awaiting your call to air my frustration with your handling of my situation and to my disappointment you sent a message. Otherwise, am grateful of the email because all that i had bottled i managed to voice it out for those with hearing ears to listen and take appropriate action.

I am exhausted with this issue and very disappointed at Vodacom for you were my last hope in terms of customer service and treatment. Contracts are entered into with mutual respect that services will be rendered and payments due will be made timely on active contracts. But you seem to have exploited to your advantage the fact that you have free access to my banking details and you debited as you please.

I had enough

Regards

I am curently very angry.Vodacom is debiting me every month with the amount of 128.23 which i do not have any idea what it relate to hence i cancelled all my contrats with Vodacom. Description on statement is VODASURE VCPOL27328144.

I had the following cell numbers on my contract which are carently paid up: [protected]
[protected]
[protected]
The contract number was NM119135

An amount of R345 is deducted from my account every month while I cancelled the service on numerous occasions via its cancellation process and on the Vodacom platform on Facebook. My data contract on number [protected] expired on 21 November 2020. I indicated to Vodacom that I have a wifi service in place and that I have absolutely no desire or need to carry on with this contract. I have done so again and again. I have lost a lot of money on a service I do not use - they can check their usage records. This is painfully unfair business practice.

Good day,
went for new contact on company acc b0101910-beka manufacturing sa (pty)ltd, cell no [protected].

was at the glen vodacom in johannesburg on 8 april 2021, new contract was approved by vodacom head office.but then no stock of the huawei d14 laptop since 8 april 2021 until now and then the new catalogue comes with the huawei d15 laptop on promo and again no stock.its almost 2 months.
so either i get the laptop as applied for or explain or there should be taken care of the company because of this.
very frustrating, just want the laptop as promoted in may huawei matebok d15 for 550 a month.with all extra with.

awaiting urgent response.

On May 17, 2021 at about 12h05, Mr Berning phoned 082135 to report a lost phone with EIMI No:[protected] they give me a ref no for the phone being blacklisted. On 18 May 2021 at about 10h50 I went to the Vodacom shop in Secunda Mall to get a quotation to replace the handset, a Mr Ntuli assisted me there and asked me for my cell phone number, while I was sitting there my phone that I used now suddenly said network unavailable, I asked Mr Ntuli if he blocked my current phone and he replied no, he did not do anything. My phone stopped working in that shop. He then told me that the Vodacom customer care stopped my phone and I must go and do an affidavit at the police station so he can unblock it for me. When I phoned vodacom again they said that the Vodashop in the Mall and a person by surname Ntuli blocked my phone this morning, when I tried to resolve the matter with the Manager, Clara Smit, she was very rude with me in front of other people and said her staff does not make that kind of mistakes, now I must sit without a phone for 7 days because of a mistake they made, I am very upset on how this was handled, very unprofessional service from Vodacom in Secunda Mall. I Need my phone for work and now I must make plans on how to operate without my phone. Please assist asap

I called on the 16th February 2021 to cancel my contract which was long overdue. I spoke to a consultant by the name Itumeleng who told me that he canceled my contract but cant give me the reference number because the system is slow. To my surprise Vodacom was still deducting money from my account. I called again on the 19th of April with regard to the same issue and the consultant (Andrew) told me that my contract is not canceled, he will send the request for cancellation and i will get confirmation or a call with 7 days and still nothing happened and my account was still debited. I called again on the 6th of May and the consultant (Precious) told me that i will get a call within 24 hours to get my refund for the money debited after my call for cancelation and even today i haven't received any call.
Vodacom does not have any customer care nor do their job. The consultants are liers and not helpful at all! It is so quick to get contract from them but one will never get out of even if it has expired because they just continue debiting the account. There is no customer service at all.