Vodacom

Good day
RE: Vodacom: I4309875
I have upgraded during the early time of lockdown, where a sales person spoke to me and my wife to get a better package, I was told the account will be around r1200 a month that never happened, I am up and down to vodacom outlets to try to fix this problem, every time I am told "we will take the extra data packages off" that vodacom add to the account every month! This never ever happened! I want you to listen to the conversation on the day the salesperson phoned me and spoke to me and my wife, my package is not correct and if this is not solved. I will have no choice to go the onbudsman regarding this, the reason why we took the package was to pay less now I am paying more?
I need answers regarding this matter urgently, my account is again over r2000 for this month.
Thanks Colin Cillie

I logged a call in October 2019, indicating that I wanted my insurance cancelled as I had gone with another supplier for insurance. The insurance amount was cancelled for one month in November and then reinstated again at a later stage. I did not take notice of this till around April 2020 and realized I was still paying device insurance with vodacom and my new supplier. I queried about the matter around June of this year and was assured the policy was cancelled. it still continued to go off. I then went to the Northgate branch where I was assisted by Lianne, she advised that insurance is dealt with by Finrite and contacted the agent there who was dealing with the matter: Leesum Phillips | Policy Agent
Finrite Administrators (Pty) Ltd

I received an email from Leesum assuring me the policy was now finally cancelled a year later and that I would receive a credit refund for the money that was taken. He could not advise on the amount but I should receive the refund at the end of Oct.

I communicated via email to him closer to the end of October and he then said that he was not sure when this pay would happen and then disappeared from communication completely. I called the call center which as you know takes up to an hour to answer and I spoke to a team leader who assured me he would call in the next day to give me progress but surprise surprise no call. These kind of follow ups and consistent chasing people takes time and energy.

I called through yesterday 25th November and an agent advised that no supervisors where available and that she would get Someone to call me back. No call!

I am currently due for an upgrade and I have been with Vodacom for many years with pretty much the same disgusting service on most occasions if not at the branch then at the call center. The only reason I have stayed with Vodacom as a provider is owing to the inconvenience of changing suppliers but I am at that point now. Not that I believe it would mean anything to the large amount of profits already being made, I am just a drop in that ocean.

This is hard earned money that you have taken from me for months and I find it highly disgusting and unethical that there is no line of sight in paying me back what is due!

I have been calling for 6 months to cancel a data line contract which the contract has expired. Every consultant says they will cancel it but never does! But its easy for vodacom to increase the price of said data line. Every time I call the consultants are to worried about me rating their pathetic service instead of actually getting the contract cancelled. Now I have to pay more for a service I have baan trying to cancel!

Three months ago a applied for Fibre to the home. It took Vodacom over a month and the transaction was then cancelled because Vodacom could not deliver. They claim to have had issues with FrogFoot.
Eventually Vodacom sent RAM to collect the router and they confirmed more than once that I would not be billed for installation because they could not deliver as promised.
Two months later I received an invoice via the Vodacom APP for R1700.00
I have tried to get it rectified for two weeks because my debit orders go off on the 20th of the month. I have had no help from Vodacom.
Every day I phone and e-mail and the same story. Peter is working on it.
Peter needs to pull his finger and get this sorted. Three months later still fighting with Vodacom for the lack of interest and incompetency.

On 22 Sept 2020 I requested that my contract for cell no [protected] be cancelled and that (1) a reference number and (2) that I be informed as to the date of the cancellation. On 6 and 13 Oct 2020 I sent follow up emails to Kenosi Leshoro. No response. On 20 N0v 2020 I called cancellations and requested to speak to a supervisor. I was told he will call back. today is 24 Nov. No call received. I also need to know what the closing balance is. Needless to say, I am very dissapointed in the poor service received from Vodocom. Barbara Diana Gilfillan

I am sick and tired of vodacom who keeps debiting my account after I have cancelled my services with them.

The last time I called I was told that only one of my contracts were cancelled and that I had to cancel the other one, I was also told that I would be refunded but not once have I received my money. On the 20th of november 2020 vodacom debited my account with r215 yet I have cancelled all my services with them. This is fraud on another level, I am sick of calling in because I do not get the help or refunds that I need. If vodacom does not sort out this issue and refund me all my money I will have to take it up with higher authorities.

Tre-jean hendricks

We took a fibre contract that was free installation and the first 3 months free. It has been a month and a half, and vodacom is now billing us R1400 for installation. I have phoned them and opened a dispute. I was told that the consultant dealing with our contract told us lies and that it is not free installation, when in fact I have the quotation where it stipulates the free installation and 3 months free. Our internet was cut on Friday and we were without internet the entire weekend. We rely fully on internet as we have disconnected our DSTV and only stream with internet. This morning I am still battling to sort it out.

My father died on okt 4 th the numbers were under his personal name I send a transfer form with a death certificate! We having this account for over 20 years with Vodacom never been in arrears they just blocked the numbers and I had to go in to the closest Vodacom store they said which I did by the way a drive of 109 km filled in all the paperwork to transfer the numbers to my business 2 weeks ago the numbers are still off line and the number is till in my dads name ? I am so frustrated all my Otp etc are on this number otherwise I would have cancelled Vodacom and go to another provider but they keep me hostage with my number VODACOm South Africa sucks

I tried applying for Fibre since early this morning. Eventually after phoning the agent said that I will receive an email or SMS. Am still waiting. I tried applying again since I received no reply and agent called me back again and said I must not apply again because it will cause a problem. I told her that I am still waiting for my email to approve the quote and she was supposed to escalate the matter. I am still waiting. If this is the service I received how will fibre be

I am trying to cancel my fiber line for the last 3x months. Still waiting for the email to confirm cancellations after numerous phone calls and reference SMS's. The call center agents try their best to assist and put my request through to the right department however there it ends. Nothing happens after I receive my SMS with reference number and I still pay for a fiber line that I don't have anymore.

3 november 2020
I did a premature upgrade on my contract with vodacom.
Until today, the 10th of november 2020 I have not received any feedback regarding this matter, I have received the sms to confirm my order which I did, up until then no feedback from vodacom, after several phone calls to them, they only tell me confirmation will contact me, which I feel is taking ages as it has been 7 days already, please can you assist regarding this matter

I am an Expats who travel in and out South Africa all the time. Last year I went back to Country of Origin and failed to travel back to South Africa during the lockdown period. Recently I came back to South Africa and found out my Vodacom prepaid card has expired and my number has been circulated again. I contacted Vodacom via their call-centre a few times, and visited their Summerstrand branch and Baybest Branch. No one can help me with this. I don't need to have my number back, but I would like to have my money back as I have more than R2000 airtime in my prepaid card. Please refund me with this. My name is Shansheng Jin. My invalid Vodacom number was [protected]. Please email me with the outcome if you can: jin.[protected]@baicsa.co.za Thank you!

Fibre do not sell the products as Vodacom can not deliver the service. Will definitely not renew my contract. Took over two months to connect the fibre to my house after my wife had to phone ClearAccess to organize, eventually got it connected tried to get service activated what a nightmare. Lies told by the service agents and agents not doing their work. Service still not activated. All I can say is useless

My Vodacom email account on [protected] has been giving me problems for nearly a year now. If I try to read or send an email, I get diverted to Vodacom portal. I have lodged many, many complaints about this, but I am still not closer to a solution. Vodacom has a different story every time, and sometimes what the consultant tells me to do helps for a day or so, then it is back to square one.
So at the moment I cannot use my email on my laptop at all. Although I receive emails, I cannot open, delete, send or respond to them on my laptop.
On my cell phone however, it works fine.
Please help me to solve this problem because I do not wish to change my service provider.
Thank you
Ida Soekoe
Bloemfontein

Good morning Vodacom

I am extremely disappointed and heavy- hearted in writing this mail, since my expectations were not meet, rather appalled by the service received at East Rand Mall Vodacom outlet, across Dischem.

On Monday the 02 November 2020, I went to the store to get a new phone after the one I was using was debilitated from day to day use. The reception was not bad upon arrival, I was assisted by a young lady there.
Yes it might have been minute before closure (+/- 30 minutes), but doesn't justify what I am about to express.

I bought the P40 lite (accompanied by a watch), the procedure entailed me been given the phone and further "figure it out" on my own, without explaining anything.
Since I have been using the Huawei P series for a while, I didn't see the injustice prevailing of me failing to operate or use the phone.

When I got home, I tried downloading Google drive on it to restore all my information to a dismal fail. I couldnt access any of my contacts, and decided to return to the store the next day.
On the 3rd at about 13h30 I went back to the store, to enquire about the functionality, I later learned that the phone was not working on google drive, something which was not explained to me.
The manager at the store called a lady by the name of Ouma working for Huawei to come and assist, she arrived after 40 minutes, I waited nonetheless. She started working on the phone with great struggles, and later informs me that the phone was never set- up from the store, and that caused the delay.

After a long wait, she start getting around the phone and informs me that a Huawei ID is needed, all this is foreign to me. I then asked her, if she, as an expert is struggling, what would become of me as a lay man with no knowledge and experience of the HMS?
I humbly requested to be given a phone that is user friendly and google drive supported.

I was moved from pillar to post, inciting that it would be a come -back on the consultant that sold the phone to me. I then wondered why are they not sensitive to my needs of getting a user friendly phone.
After battles of note, and them trying to convince me that " I will be fine with the aforementioned phone" asked if they will be able to assist me or not.

They furnished documents to put in a query of a phone that is defective, written that it "kept dropping calls and lost network", but that was not the case. I clearly stated reasons for not wanting the phone, yet they opted to putting what they saw fit.
I asked if I will be getting another phone, they refused such and said they will need to take it in for Technicians to make a determination on it.

I was again told that if the technicians find nothing wrong with it, I would have to take the phone.
The entire drama ended in a bad way, I left the store without a phone at about 17h30, making it 48 hours without contact.

I don't believe in the notion that the customer is always right, but it was within my right to request a different phone.
I am deprived without a phone.

I called the customer care centre today 4th November 2020 to enquire about the account and grace period on feedback, but was told that nothing is reflecting on the system about the phone or drama that unfoulded. The assumption might be that they will wait for the 14 day grace to pass and load it as a late return, after being returned within 24 hours

Recourse:
I hereby request that the contract be terminated with immediate effect, I will find alternative shops to obtain a phone, as for the attitude at East point, they can keep their Vodacom, I will find alternatives.
My phone number is [protected], I would have made a plan to get a phone by no later than 10h00 today.
Please peruse my profile, you will also note I have been a loyal customer of Vodacom for years now. But that too doesn't worry me

I as gor an upgrade they send a new contract. Ronald promise me thst he will cancell the Contract thAt WaS send baCk with the sim and now he onlY chaNGe it TO pre paid. I DID NOT ASK FOR A NEW CONTACT ONLY AN UPGRADE. I dont want an prepaid i want it cancelled like roland said.
Hi Maryke Du Plooy

We have received your request to convert [protected] to pre-paid. It has been logged and will take effect on [protected]:21:47. Please note that any outstanding usage costs will be billed in the next month's billing cycle.

We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.

For any queries, please call Cancellations on 0821958.

Kind regards

Vodacom

Issue 1: Change of debit order date.
17.04.2020 I sent an email with a copy of my account, ID and an email request to change the debit order date as my salary date changed.
The email was recevied (automated response received) but the debit order date is still as it was.
I even telephoned to change it and the lady said it will be changed (unfortunately I did not record her name).
im over the first issue by now.

issue 2: Termination of contract at full term.
After numerous calls to the Vodacom cancellation number provided on Vodacom website - no answer, the number is either not available or just no response.
05.10.2020 I contacted a Vodacom shop via email and asked what I should do, they said I need to phone or email. mmmm.
05.10.2020 I emailed cancellations@vodacom.co.za to which I received an Undeliverable email response.
05.10.2020 I also emailed customercare@vodacom.co.za with the same information to terminate the line but received no response to date.
09.10.2020 I emailed Customercare, Cancellations and Vodacombill with the same request - the email was at least "Read" this time but nobody replied.
02.11.2020 I emailed again - same story, no reply.
Since then, the debit order has debited my account - will I be reimbursed?
does a person actually work at vodacom or is it all automated?
Contact me on [protected]@afrit.co.za

I wanted to cancel my contract for the Mercer guru pro laptop purchased on the 8th of October 2020 at clearwater mall. I called on saturday the 17th of October 2020 because the laptop was faulty and they didn't want to assist me and said that I should cancel the contract, they even gave me a number to call for contract cancellations. Please note that I returned the faulty laptop, router and sim card to the clearwater vodacom store manager today the 19th of october 2020. Please note that I was still within my 14 days grace period and they still debit my account.

CLM4234345

I'm writing to inform you of an issue that I've had with trying to process an insurance claim. I first called Vodacom/Finrite on Wednesday 14th October. The person attending to my call told me that my phone was not insured and gave me the reason that it's impossible to have three phones insured under one name.
The story then changed when the realisation was made that Kutluano Mbele, who we had submitted our change of cover details to, hadn't processed the update. It took days for this realisation to be made. At this point, Nazli Williams had taken over the process and was seeking proof that these change of cover details had indeed been sent. She wasn't satisfied with me forwarding the email trail and had to have it sent from the original email address. This took another couple of days of back and forth - not to mention countless hours of being put on hold and being told that I am uninsured and the claim is being denied.

Last week Thursday, I was then dealing with team leader, Thuto Mashigo, who was supposed to expedite this process. He informed me that since the change of cover hadn't been processed, there were back premiums that needed to be paid. He couldn't provide the amount outstanding, or the bank details to which these amounts would need to be paid. On Friday, I was told I would only be told of this amount on Monday. It was only at this point - 8 business days after my first call - that I was sent a claim form.

On Monday I was told I needed to provide proof of purchase for the device in question - surely this should have happened way before this stage?
I was given the back premiums amount on Tuesday, not Monday as initially promised. I then scrambled around for banking details to make the payment and sent the proof of payment, within the hour. Thuto said he didn't receive the proof of payment and I had to resend it, again, within the hour.

Once the back premium payment was received, I was told the claim had been approved and I needed to go to a store to process it and get the device replaced. I called about 15 stores to find out if they had the device I was looking for. Eventually, the Vodashop at Vodaword told me they had the device. I went the following day (Wednesday, 28th) to find that they don't in fact have the device. The attendant at Vodaworld told me I needed to go to an iStore, to get a proforma invoice for the device and send it to claims. deviceinsurance@vodacom.co.za. I did this on Wednesday and when I called an hour later, there was nothing on the system. I then emailed the invoice to Thuto directly and was told it would take 7-14 days for the payment to be made. I expressed that this would not be acceptable as this process has already taken weeks of my time, countless hours on the phone and unnecessary drive to Midrand.

Thuto informed me that he would be in contact with the finance department to make sure that the payment was processed in 2 days or less, and that the proof of payment would be sent to me. We are now well into the second day and I'm still being given the runaround by your department and would like for your intervention to see this process come to an end.

To date, I've been on the phone, whether on hold or otherwise for close to 8 hours with your department. I've had the line dropped and no one call me back. I've dealt with at least 10 of your consultants. It has been far from a pleasant experience and need this brought to your attention.

Please could you give me a call as soon as possible, to give me your feedback on what has now become a traumatic and time consuming process. This to me smacks of gross incompetence and customer service that is seriously lacking.

Desirable resolution: Do what you promised to do when the insurance policy was initiated.

Absolutely the worst experience in my life its been almost 2 months now without fibre because evry time we phone in the have a different story about our relocation they seriously need to work on it i would not recommend anyone use them if you are going to relocate