Vodacom

Hi
I would like to report my problem with Vodacom at Nicolway in Bryanston.
I have tried on numerous occasions engaging with them to open a cellphone contract My first engagement with them was in March 2020. I spoke to Ithabeleng, well presented lady who seemed to be helpful at the time.
I was asked to submit documents and all were submitted on that first day in March.
To date I have not received any feedback.
In May 2020 I was asked to send yet another 3 months bank Statement
Early in June a clearer copy of my ID, I have sent that.
In July I was informed by the consultant that only now Vodacom was checking my ITC and it was not looking okay; She promised to get back to me the next day. A week later I have been waiting for both Kamohelo and DK to give me feedback because Ithabeleng was not feeling well and she'd left work to see the doctor.
Its now 16h10 on the 17 July 2020 and I have been waiting for Kamohelo to call me back since 14h00 or earlier. Tried calling back and she is busy assisting a customer I assume its someone very important as they have been chatting since 14h00 or so.
This is utterly disgusting, disgraceful, totally unbelievable that Vodacom treat their clients so poorly! I guess the staff don't care because they still have their glamorous jobs and pay checks every month! They don't even care to apologise!

I am so disappointed... black on black:(:(:(

From Siphelele D. Mdluli
[protected]@gmail.com

I have a Vodacom account which is paid from my bank account every month. This is for my Mom's cell phone.
However, in the process of transferring billing of my Mom's cell phone to my bank account, Vodacom, in their wisdom, transferred the billing of an additional subscriber, Ian Brady, to my bank account.

The account number is [protected]. I've been billed for this account since May 2019. I've never met this person. And, despite many queries to Vodacom, the debit order still goes off my account.

My contact details are
Allan Jansen
Phone +[protected] in Canada.
My email address is allan.[protected]@gmail.com

You may also contact Hanlie Loubser on [protected] if it is not convenient to call me, so this matter can be resolved.

I went to vodacom festival mall next to musica on 16june for a upgrade to a p40 lite, cause I was in the area but staying in pretoria. I wanted the phone for my sons 21 birthday in july. Halfway through the deal I cancel it. On the 13 july I went to vodacom mayville mall they inform me that the concract was renewed at festival mall on 16 june and I received the p40 lite and the only way to resolve it is if I go to festival mall. Which I did and after more then 20 minutes wait they help me. They found out that the problem was from vodacom side and not from us and it will take 7 days to resolve. My sons birthday is to day and he didnt received is p40 lite cause of vodacoms mistake. I was force to asked my husband to take a phone witch was not my son fisrt choice p40 lite at cell c just to give somthing for my son on his birthday.
The manager didn't apologies I had to call her and asked her why she didn't.
Who is paying for my expenses from pretoria to kemton park.

#JustSwitch #AwayfromVODACOM

I am really dissatisfied and disappointed with how Vodacom has fallen from the best telecommunications provider to the worst ever!

During this Covid-19 pandemic, the vodacom signal to my family's farm has disappeared. For the last 3 weeks I have tried to make contact with vodacom to ask for assistance in getting this signal restored, but my attempts have been futile. This during a period where I cannot visit my parents on the farm to see if they are still safe and healthy, having to sit with the daily struggle to find someone at Vodacom willing to assist.

Challenges experienced:
1. Calling the customer service centre doesn't work and there are automated language response I cannot understand. (In 3 weeks you would have though that I would be able to get through at least 1 time, but nothing. Also, why not have english as an automated language response to have customers understand what the response is saying.)
2. The second option was the online chat platform, but this is so outdated and broken that you cannot even see if you are trying to type a sentence. (If you do not want to interact with your customers via telephone calls anymore, which is ironic in it self as a telecommunications provider, then at least build proper online chat platforms that work. Greedy on your charges, yet no support to your customers that brings in your revenue. Ridiculous!)
3. Then when I finally, after days, receive a call and want to log the problem, I am told that they need to call the phone or person that is having the problem. I then explain that the problem is that nobody can get a hold of my family on the farm because there is no signal. (But they are adement and become aggravated when you try and explain why this approach will not work, so much so that they put the phone down in your ear or leave the online chat platform whilst you are still trying to sort out the issue.)
4. Oh and let us not forget the sms communication which is the best way of really pushing all your customers away! You send these sms's with reference numbers, ensuring us that all is fine and that our feedback is valued and our needs are being attended to... But in the same breath sms's comes through saying that attempts have been made to try and contact me and because of the lack of a response the ticket has been closed. (This is a slap in the face, especially because there was no attempt to contact me and not considering that I have been trying to make contact with your company for more than 3 weeks so far!)
5. And dare I request to have my concerns escalated to a manager, then I am attacked and I am suddenly the person at fault. How dare you accuse me, when all I am trying to do is make contact with my family during a global pandemic to see if they are still safe and healthy. What kind of service provider doesn't take the means of communication seriously for their customers, of which my whole family have been with Vodacom for years! (When I beg a representative on a Friday to keep trying to sort out this issue during the weekend, I am told that they cannot guarantee that anyone will assist during the weekend shift, just to legally cover themselves from any backlash. This just shows the lack of respect that Vodacom has towards their client base!)
6. So to end this all off... After all the attempts to guide and provide information to Vodacom on the dire situation on our family farm, here I am sitting this morning having to go through all the above steps again. With still no sense of urgency or support of any kind from South Africa's biggest and "best" telecommunications provider. Vodacom has become a joke! I have no more faith in your service.

I wanted to enter into a new contract with Vodacom, but wanted to retain my number, naturally I needed to Port from my current subscriber to Vodacom, this use to be done with Vodacom Sales, but the person through online Sales advised he does not have access and the person at the shop advise he cannot assist as the offer I'm looking at is online and he can only assist with in shop offers, catch 22, no ownership, no service, no "how can we resolve this", "The Future Is Exiting" uhm not at Vodacom currently, anyway I digress, finding someone with a brain then suggested get a vodacom prepaid sim and do the porting first, this should ease the process, great right, well no, vodacom promotes assistance with Covid conditions right, well no, no sims available online, finally without choice anymore I visit the voda shop where I was friendly advised that porting from FNB is going to be a struggle, same submitted and an hour or so later approval received from FNB and porting submitted on the new vodacom prepaid sim, awesome right, well no. Later the same day my FNB sim went off and vodacom sim activated, seeing that signal is showing I'm too happy finally things are progressing, wrong. No one can phone or sms me, I can phone out and I can send an SMS but nothing is coming in. So I phone client service and a friendly lady assist me only to advise me that she will raise a call for tech to investigate and then our call was cut off, obviously she cannot return a call right. Ok so I investigate other methods of contact, finding vodacoms messenger service where I got response that the matter is being investigated and now, just with the sim struggle we are now on day 3 and with vodacom overall about 2 weeks now, and behold, as I'm typing vodacom phones to advise escalation now has been done to porting department to fix the routing problem, but this will take up to another 24 hours. I don't know if I even want to continue with vodacom when it goes like this, where did it go wrong, vodacom use to be on top of their game, but for now I'm just a really unsatisfied frustrated customer

Jaco du Plessis [protected] don't phone, it does not work

I have requested a ftth relocation I am so angry now I can not use my fiber as it takes 30 days change a address on a system I am not asking for a new box or line just to activate I am fully paid up this is [censored] I have working line will vodacom reimburse me for my already paid money which I paid generously to them this is nonsense what is taking so long 30 days rubbish I want it sorted.
Sr200630-465477

I took out a sim only deal for r199, which offers data 20 g night and 20 g day offer. To my suprise that sim card can make calls. Called customer care to cancel it, because I dont want to pay for calls. Called customer care but im not getting the right answers. Its either vodacom cancels the contract and give me what I need or I stop paying for it.

Good day

Order Number1-[protected]

I would like to lodge a complaint regarding my upgrade with Vodacom.

On Monday 22-06-2020 I phoned to upgrade my line in question. later that same day somebody at Vodacom phoned to confirmed upgrade and told parcel will be delivered with 3 to 5 working days. I upgrade to a 2x APPLE IPHONE 6S 64GB GREY CPO Space Gray on uChoose Flexi 230 for R399 Pm x 24all good and well but then...

Today 26-06-2020 I phoned in to do a follow-up AND to my shock, they told me there is no stock they waiting for stock to deliver for me but on Monday 22-06-2020 the upgrade consultant told me yes sir we have in stock can we process with the upgrade and my reply YES PLEASE.

Ok, I'm going to wait maybe two weeks longer for my upgrade and new phones but whey telling me you have in stock but in the meantime, there is no stock. ill wait a few days but still you at Vodacom can't tell somebody you have stock when you don't.

I even give the upgrade consultant lady a 10 out of 10 for her service after the call was ended.

This is the first time in my 17 years at Vodacom that a received this type of service. If you need to contact me regarding this you can phone me at [protected]

Regards

MJ Pretorius

[protected]

Good day, I have taken out a new vodacom contract from vodacom table view branch a consultant by the name of zane assisted me with this. After explaining all of the great features of the phone I asked him if there is a warranty on the phone's screen if it should fall and break I even made a simple example and I quote 'if I should walk out with this new handset and it falls and breaks or cracks my screen is this covered under the warranty? ' the consultant reply was yes it is. Even after the purchase of the new contract I have asked him again a few times and he reassured me that it is covered under the warranty then the unfortunate happened about a couple of months later my phone fell and my screen cracked I then contacted zane via whatsapp to tell him my phone has fallen and my screen cracked and how do I go about booking phone in for repairs since I have a warranty he then said yes its fine all I need to do is go to tyger valley mall repair centre which is about 70 km from where I live just to be told that no my phones screen is not covered under warranty I then go all the way back home and contact zane again via whatsapp and asked him are u sure its covered under warranty because they have told me that it is not? Zane is puzzled and he assured me again that it is covered under the warranty I then saved those messages as proof in case they refuse to repair my phone. I then went back to vodacom store and spoke to the manager lee-harvey lombaard, I told him everything he then took the proof of whatsapp messages where zane has assured me again that it is covered under warranty he then booked my phone in for a quote and I recieved a quote of plus minus 4700 rand for repairs then the manager sent this quote and complaint as well as the proof and sent an email to colleen wilson and riaan van wyk - repair centre manager. After. A few days I received a call from colleen saying that there is not enough evidence to prove that zane told me that it's covered under warranty. And told me I should go see a lawyer should I want to take this further. So now i'm treated like a liar and a criminal if zane told me that it is not covered I would have put my phone on my insurance or not take the contract in the first place

All I want is for my phone to be repaired as this was not my fault I was misled by the representative of vodacom in order to conclude a sale

Dear Vodacom,

You are the most the unprofessional service providers (I use the term loosely) I have EVER had the displeasure of doing business with!

All I want to do is cancel my contract with you since at least 2 months ago & my contract was finished in February! I have literally spent hours on the phone to Vodacom being passed from cancellations, to customer care to billing to retention & back to all of these departments so many times I have lost count. I have kept names of the consultants & in which department they are in & fortunately they have all been very pleasant (except 1) but completely unable to help me so much so that they themselves have admitted that your service is poor as have your in store consultants. Please feel free to listen to all my phone recordings.

I was advised by one online consultant to rather go into a store & insist the manager assists me on the phone as "you will just go around in circles on the phone". I have been advised by some of your consultants to go to social media also as this is apparently the only way you listen to your customers, so her I am after countless hours of time wasting whilst like many others continue working & help school my small child!

I was called back in March/April this year by a consultant to "upgrade" me to a phone that I subsequently found out is discontinued & I have never received nor do I want, again one of your own consultants advised me that if any phone was delivered I should not sign for it & send it back as all of my calls were a huge waste of time & that there is nothing legally binding... I repeat YOUR consultant.

It is NOT acceptable to happily take clients cash & yet when your clients need help they are ignored except for being bombard with sms's that we owe money on a service we can't cancel. You give us not one avenue in which you can help someone. I am so over hearing that my issue has been "escalated" but yet I then hear nothing back. I am so angry I have now moved over to MTN South Africa (Cape Town, Western Cape) BUT I still have to deal with your pathetic poor service & waste valuable time. It amazes me that even the people who work for you think your useless. Get a grip, open your eyes & start providing a service that can help your customers! You will see my profile name is my married name but if you would take time to listen to my pointless calls & your own staff bashing you then the name you have on database is Charlotte Corkill.

Just to confirm, everything I have said in this post is all available on your useless recorded calls.

TO EVERYONE ELSE WHO MAYBE THINKING OF USING VODACOM... RUN!

#vodacomsouthafrica #uselessservice #dontusevodacom #vodacomdoesnothavecustomercare #timewasting #vodacomemployeesagreeyousuck #vodacomdosomething

Upon purchase of my device I was offered device insurance. I accepted the insurance and have been paying the premium, going on to three years.
The device stopped working and I took it in to the store where I bought it. They did a hard reset and said it is sorted. It lasted a week. Then lockdown. Soonest I took the device back to the store. Again they said they can hard boot it. I said no, have it sent in. The repair center contacted with a quote just short of R1000. Clearly it needed more than just a hard boot. A week later I was again contacted by the repair center and told to contact vodacom on 0821952 and use xxxxxxx as ref. I did so and spoke with an agent (Johanna). She failed to explain the issue at hand and said she would forward me an email with details as to escalate my complaint. A week later and nothing. I called again and spoke with an agent (Earnest). He claimed to know Johanna and said that he was busy forwarding her an email as we speak. He confirmed she would forward me that email and phone me. Again nothing. Again I called in. Spoke with an agent (Moesha). At first I asked to speak with a supervisor/manager/director. She said that she would transfer me, but may she try to solve the issue. I gave her the benefit. She had a wel rehearsed verse, she was repeating over. And in the end refused to transfer me to a supervisor.
They claim that the insurance is on the sim card and not on the device. Why on earth would I have such expensive insurance on a sim card. Subsequently they are refusing to honor the insurance.
I regard this entire matter as fraudulent.

My phone was booked in for repairs on 08/06/2020 (job no. [protected] for cellphone no.[protected]). On 13/06/2020 the insurance approved the claim. On 14/06/2020 parts were ordered and I received an SMS saying the phone will be ready in 2-3 days. Today is 9 days since the first day the parts were ordered and I am still being told the same status. It is now over the turnaround time of 14days and it does not look like anyone is checking on the delayed parts from wherever they are receiving them from.

I have been struggling with my phone, since December. It has been in and out of repairs constantly..! It went to Vodacom repairs in Alberton a few times without success.. Then I took it to SSS Cellular in Boksburg, whom also said that they can't fix it and then sent it to you... 

NOW there are claims of liquid damage..! I have NEVER before swam with my phone, it has NEVER been underwater before.! 

But... 

AFTER getting it back from repairs, it seems to not have the water proof / water resistant rating it was made with...! 

IF THERE IS INDEED LIQUID DAMAGE, IT IS DUE TO THE WORK THAT WAS DONE ON IT BY THE REPAIRS CENTRE.. Because after I got my phone back from them, I stuck it into the sink to check if it was still "waterproof" for 5 seconds... 

Attached you'll find the previous job cards I still had, as well as the information if the lady (Kirsten) whom I previously spoke to on 23/03 at around 14H00... Now nobody knows anything about it..! 

Please help me out here..? I've been without my phone since December last year, and I'm still paying the monthly fee EVERY MONTH..! 

I would expect Samsung to replace this phone, as it is clearly NOT IP68 rated anymore... 

Thank you,  

Tobie Meyer 

[protected] 

My contract was due to expire in march and have been contacting vodacom since then attempting to convert my number into pre-paid. I have been following up but vodacom keeps debting my account. I have settled this amount. It is over three month attemting to cancel. I have been sent from pillar to post by incompetent call center agents. They also have lied that the issue is ecallated but each month I hear the same story that my contract is still active, I do not recieve the monthly airtime (not that I am aware of) my second line has been inactive since february but I am being billed for it.

I am quit fed up!

I have cancelled a contract with vodacom on 3 april 2020 and arranged for collection.
Up to today 18 june 2020 (3 months later) no collection was made.
I have been phoning almost every day and spoke to so many different consultants to sort this out and have it collected as I am being charged for a contract I have cancelled and they cannot cancel until vodacom has received parcel. 3 months. This is unacceptable.
I have spoken to the following consultants on 082 1945
Aubrey - bongani - ivey - ianda - londi - vhulinda - ntabaleng - phindi, ntabaleng again - bongani again - wesley again -
You can go into my account with vodacom all calls will be there as it was recorded - I want this sorted out urgenly otherwise I will get a lawyer to sort this out at your cost!
Check my account with vodacom - id [protected] elsabe le roux

We received precancellations contracts on 18/5/2020. We made the payments on 19/5/2020. Since then we struggeld to get feedback if proof of payment has been received. I spoke to cindy who gave me an email adress retentions. Cancellations. C3d. [protected]@vodacom.co.za. On your precancellation contract it gives an email retentions. [protected]@vodacom.co.za which also not works. In the meantime we spoke to a few consultants from vodacom to confirm cancellation. I have been calling the number 0821958 for the cancellations and/or proof that we need. Today brightman gave me a number 0821946 and put me through. I spoke to romona and she told me that 0821946 is not the cancellation department. I am an red vip which apparantly in vodacom's eyes does not mean anything. My account is also between r11000 - r13500 per month which apparantly also means I don't need to get any service! I am sick and tired of my queries not being solved. With much difficulty romona got taslynne labistour to email me back so that I have proof you received emails and are working on my queries. She also promised that somebody will phone me back before end of business today. Lets see! I also spoke to a zana before and with all the consultants they told me I am on the old system they can't see anything but will let the supervisor call me back which obviously never happened. I need this problem to be sorted out! This is unacceptable behaviour from vodacom. I have been with vodacom for ever!

Good Morning

As an old Vodacom customer, I will have to say the service and support has gone down the drain.

I have taken out a Fibre contract with Vodacom thinking this was the best service provider, what a mistake.

I took out the contract: 21 May 2020
I received the rooter.
I then received a mail from SADV: 25 May 2020 (Till today I have not received any call with regards to my installation)

I have informed the agents that I canceled my 3G Wifi contract with Telkom and this will be cancelled at the end of June, my wife currently busy with her honours in Psychology, thus she needs faster and better connectivity.

I keep on phoning and every agent I speak to, says it is still within the SLA, so Monday it would be out of SLA.

I have sent mails with no response to them, I am at a point where I am now going to cancel the contract due to lack of service as per the CPA, and this is within my right.

I will have no option but to go to Telkom which I tried to move away from, but I am left with no choice.

I expect a response to this mail before the closing of business today.

Calling the number 082 1904 gives me no help nor finality on the installation.

Really Vodacom I did not expect this from you at all!

I went to the Vodacom store in Chatsworth Center which is Durban South Africa.

I went to do an upgrade on my contract. Initially the salesperson couldn't even locate my account information even though i provided all required information. Clearly showed lack of his jib skills.

After proceeding we were choosing a package best suited to my budget.

The Consultant "Deveshan or Devesh" or something like that advised me of a deal for a Huawei P30. The store was approaching closing time but due to me standing in the line he proceeded to assist me..

Once the deal and price were discussed with me i agreed to take it in as it suited my budget, a recurring data bundle on my previous account made the quote of the new upgrade higher by then he said he could remove the bundle and it would drop the quote to the price i signed up for.

Once signed, he was not really interested in completing his task properly, he then proceeded to tell me my new package would kick in on the first day of the new month, the recurring bundle would be removed, he would also email me a copy of the contract signed the following day of signing up for the deal.

The following day approached and i didn't receive the documents on my email as i was supposed to.

Next, when the new package kicked in and i received my allocation of airtime i noticed the data bundle was still visible on my account.

I phoned into the call center and found out that the bundle was never removed by the salesman as promised and because it was given to me I would stillbbe billed for it...

So instead of paying 549rands as i signed for im forced to pay R 594, 99.

I had the call center agent remove the bundle for my account the same day proceeded to visit the store that gave me the phone looking for the salesperson and wanting answers as to who exactly would be responsible for the extra charge as it was not what i was told when i signed the deal.

The salesman failed to keep his end of the deal. The manager of the store said she attached a request for me not to be billed for what ever reason.

Once my statement was issued the bill still showed the extra charge which means that the manager did not even make a difference.

Today i proceeded to visit the store in search of answers. The manager shouted at another salesperson to help me infront of other customers which i found very unethical.

I received little to no assistance from the store or the manager in solving my issue.

The salesperson who originally signed failed to complete his duties as promised which is now costing me money.. All the store says is that he has been moved to an administration office.

I still feel that he or the store i got the deal at should be responsible for his mess up.

I have a copy of the quote, which clearly shows something way different as to what I'm forced to pay because of that idiot..

I want answers from vodacom Chatsworth center, and i want action against the salesperson for his negligence and failure to fulfill his duties.

I feel cheated and I have surely lost confidence in the staff and salespeople that I have spoken to.

I want to know whats going to be done about this...

My 2 year contract expired on 13 March 2020.
I contacted Vodacom in Feb 2020 to have my contract (cell number [protected]) terminated after expiry, and moved to prepaid.
I received an email confirmation on 26 Feb 2020 (ref: [protected]) that contract will be cancelled on 31 March 2020 (with recommendations that I should use up all my data/airtime by then), and that I will be moved to prepaid from 1 April 2020, and that I should load my own airtime/data from that date.

However, and this is the real issue, Vodacom then loads airtime of R125 overnight on 1 April 2020. So, when I notice it in the morning I immediately contacted Vodacom (had to try 3x 30 min before I eventually got through to accounts) that I had cancelled my contract, as per above reference.
I insisted, after much resistance from Vodacom, that it must reverse the airtime on my phone. It was then executed at about 3:20pm on 1 April 2020, and left with a zero balance... that's good, I thought and problem solved.
On 7 April 2020, I get an invoice for R135 (R125+R10 identity call). I immediately contacted Vodacom via email (as it was during lockdown) to have the invoice reversed (credit note)... I received an automated response that query will be attended, but no formal response.

Then on 1 May 2020, a debit order in favour of Vodacom goes through for R135 + bank charges of R19, for a terminated contract and for no airtime/data!

I have spoken to numerous call centre personnel at Vodacom. I was promised escalation of my query to accounts department, and that I will be contacted within 2-3 days.
Nothing yet, after 2 months!

My claim against Vodacom is thus a refund of R154!
Its not really the amount, but the principle of the matter... Expiry of contract and cancellation is exactly what it means.

Vodacom should be charged with fraud for take money out of others' accounts.
I am certain that there are thousands in a similar position.

H Ismail

Good day
I received an sms on 30 may 2020 on cell number [protected] saying my number had been admin locked - no explanation. My account is up to date my next debit order is on the 1st and as it is not yet the first what is going on? My accouny is not overdue! Please advise why was this done?
This is totally unacceptable service. Please fix this with immediate effect