Vodacom
reviews and complaints

For the past 4 weeks I have had network issues: calls dropping, bad quality of calls, not being able to make calls at all. I have no network, my phone states: emergency calls only. It is now at a point where I cannot do online banking because many transactions require me to enter a one-time password that is sent via sms to my cellphone. Guess what: I cant send or receive sms'es either!
During these past 4 weeks, I have called Vodacom's customer care line twice, gone into the Vodacom shop at the Waterfront and Canal walk. Interventions included a network synchronization, an AP -something and eventually my phone was sent in for repairs and a system upgrade done . My phone was wiped clean in the process and now I'm sitting with the inconvenience of downloading apps etc.
I am still having the same problem! Vodacom insists its not a network issue, yet my personal networks have complained of network issues recently. What am I paying Vodacom for if I cannot make calls? In the past, I have used Vodacom because your network was great. Once my contract is up, I'm moving to another network. Please attend to this urgently as I cannot do my banking, this impacts peoples salaries.

I recently bought a Huawei P30 lite through a consultant. I received the device on the 23rd of October 2019. I then went to a voda shop for a screen protector and insurance which I ask when the consultant contacted me. I then tried calling ********** as given by the consultant at the vodashop but they were already closed. I called ********** Thursday morning the 24th of October 2019. I spoke to a consultant where I asked for the Comprehensive Cover. He told me that he will send me the application forms. I told him I did not receive it where he replied that it shows send on his side. I gave it time because I thought the email was maybe large. On Friday the 25th of October 2019, I still did not receive any application forms. I then tried getting a quote online where I received an email that one of the consultants will contact me. Nothing happend. I waited and waited and requested again online. Saterday the 26th of October 2019 I went to Mamosa Mall. My phone then got stolen out of my handbag. I went to the shops to ask for the cctv footage. Only Foschini could provide me with it whilst the other shops told me that they do not have cameras. Due to my work environment and time, I could not report this up until today after 17h00. I went to the Vodashop to get my phone blacklisted. The consultant told me that I will receive an SMS with a Ref to then take to the police station. As of yet I did not receive any SMS on the number I provided them. This is my first time with Vodacom. I am really disappointed that a consultant could not meet my standards by just providing me with the application forms. I would have payed the fee of R115 that I was quoted. Kindly assist me in what to do next. I filled in the application forms today and did send it through because I am not aware of how this works and thought it might help in some way. You can provide me with an email address in order to get all the needed information and proof of requests.

They have no customer service at all. Dialing 135 doesn't help at all. They are always experiencing high volume of calls. then you get put through to an audio recorded voice that gives you options that don't help you at all. voice recordings with a list of options does not solve the customers problems. we need to be able to speak to a another human being so that there is that level of understanding to solve the problem.

Highly pathetic service. Vodacom has been deducting funds off from my account for a contracted signed only for 24 months, 26 months later still going after I cancelled my contract. Sadly won't recommend this service provider.

I've been on the phone with vodacom for more than 2 hours with customer care & for all that time I've been put through to different accounts.
This is crazy ! & I'd like my R709 x 2 back please !

My wife Loran Paterson (nee and professional name Jacklin) (ID [protected]) died on April 11th. I have visited your local agent at the Glen five times since June 11th. Each time they phone a Vodacom representative and follow whatever instructions I am given - all to no avail. I have followed all instructions and have been emailing yourselves at deceased @vodacom and legal.collections@vodacom for months. There is never any reply. The much vaunted automated response is apparently inoperable. I have submitted the death certificate, her ID, marriage certificate, my ID and our will showing that I am the executor not once but many times. Vodacom representatives keep saying there is no record but cannot explain why. Whatever information I have been asked for I have submitted. I have stated in writing that I do not want to take the contract over. Customer care does not help at all. The numbers given take one to computer generated instructions which either do not cover the case in point or when speaking to an actual human, they cannot deal with the problem and refer one to contact numbers I have already tried unsuccessfully. What do I do now?

I took out a contract in July only to find that my bank details captured on the system is incorrect . Seems like my old bank details were pre loaded on the system.
I went to the branch on the 05.10.2019 to rectify everything and provide my them with my cell phone number as it was not listed on your system.
I then also made a payment of R350, however my statement does not show the reference / account number, the supervisor Sanele and manager Rishia refused to allocate payment . They also advised that the Account department will refuse to do allocation even though time, date and amount is on the P.O.P.

This is the most disgusting service I had as Vodacom is just inconveniencing people. Imagine NO DEBTS and no communication, mean while I think everything is fine.

I am so angry and will not advise anyone to part take in business with Vodacom.

Naa'ilah Milanzi
I7638808-4
[protected]
[protected]

Please see Email trail below

Good day

Can I please have response to all the correspondence below and to the document attached. I think it is disgusting how I have been treated in this matter despite being a loyal long term customer. I expect MORE!

Regards
HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: Harald Niebuhr
Sent: Thursday, 25 July 2019 13:55
To: 'vbsadmin@vodacom.co.za'
Subject: RE: EC-1R0I-20SSOK

Good day Kubeshni

I had high hopes that you would deal with this matter, but it seems as this episode is just continuing. Can I have a response to this matter please.

Regards
HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: Harald Niebuhr
Sent: Monday, 24 June 2019 11:20
To: 'vbsadmin@vodacom.co.za'
Subject: RE: EC-1R0I-20SSOK

Good day Kubeshni

Thank you for your email. Please accept my apology up front if I come across as being irritated, because I AM! This query has been going on since November 2018, and all that has happened is that NOTHING has happened. Originally I worked with Deolene, then Levern, and now you. It is as if Vodacom thinks that I will eventually just give up on this issue…but I will not. I want my money.

I have once again attached my original letter sent in November 2018. What I do not understand is that you once again ask me for the information as surely the Query code should provide you with all the information. I can send you all the communication since that time to justify my frustration. At one stage I got some bizarre offer from Vodacom to "settle" this claim. When I asked for the offer to be put in writing nothing happened.

If you need all the correspondence let me know - but it should all be on you system. It was apparently even forwarded to the "like minded department" for what that is worth.

Please don't see this as a threat but I will have no choice but to take this issue to the ombudsman if Vodacom is going to continue to ignore me. That might mean the end of my association with Vodacom (who I have been with for many years) for all the companies that I am involved in… probably a bigger loss to Vodacom then paying back the money.

Regards

HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: vbsadmin@vodacom.co.za
Sent: Monday, 24 June 2019 09:59
To: [protected]@lantic.net
Subject: RE: EC-1R0I-20SSOK RE:

Good Day

Kindly be advised that my colleague Levern is on leave hence i will be assisting you with the below. May you please advise on the query you require assistance on so i can assist and advise on a way forward to resolve the matter.

Kind Regards
Kubeshni Moodley

-----Original Message-----
From: [protected]@lantic.net
Sent: Fri Jun 14 08:18:16 GMT+0200 2019
To: srm
Subject: RE: EC-1R0I-20SSOK

Good morning Levern

Thank you for your email and missed call. I unfortunately was in meetings the whole day. Today will be the same. Is it ok if I give you a call on Tuesday (seeing Monday is a holiday)? Please send me your phone number. I am just checking if you have a copy of all the correspondence that I attached to the original query. If not let me know so that I can forward it to you. I sincerely appreciate your willingness to assist as I have also received no joy up to now.

From: srm@vodacom.co.za
Sent: Thursday, 13 June 2019 14:28
To: [protected]@lantic.net
Subject: EC-1R0I-20SSOK

Good day Harald,

I tried to contact you for clarity on the account so that i can assist you as i am not receiving any joy from the other departments who assisted your wife. Kindly confirm which numbers need to be assisted with and what has transpired(i do see that there was an upgrade done on one of the numbers).
Please accept my apology for the delay however i will take it upon myself to assist you in the best way possible.

Regards
Levern
[cid:image001.[protected]@01D52289.B757B4A0]

"This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

Good day

The staff at Vodacom Southern center Bloemfontein are very friendly but incompatent My reason for this opinion is as follows:
My phone is 2 months old and on a contract. My charger broke. I went to Southern center were I purchased the phone. I asked them to tell me if the charger was covered under warranty? They were unable to tell me and told me they will phone me back. They did not call me back, so I went to Loch Logan vodacom in Bloemfontein. There they informed me that it can be replaced but I have to go back to the Sourhern centre branch.
I went back telling them this, upon which I was for told for the 2nd time that they are not able to give me an answer because the manager has to decide ! 2 weeks further and still without a charger or any straight answer! Please help !

I went to a Vodacom store as I was due for an upgrade. I informed the consultant that I would like to change the contact option. He said that there is a phone he wants me to have a look at. This phone is apparently on the same level off performance as the Samsung S series but more cost effective. So I received a demonstration of this device and all the wonderful things it can do.
I was the told that I will receive a R1000 voucher it I take this device today.
I asked about other devices options as well but this device was being promoted.
I trusted the opinion of the device except.
When I started using this device I was very disappointed as the performance was not as promised, the picture quality was not good at all.
As it was with the 7days period, in fact it was within 24 hours I decided to go back to the store.
I explained to the store manager that my experience with the device was not good at all and I would like to exchange it for a different device. The manager the said I signed a contract and I know what I signed. She said there is nothing wrong with this device and she will not exchange it.
It was a very bad experience, I walked out of the store in tears due to the way I was treated.
I honestly hope that no other customer will have this experience.

I signed up for Vodacom Fibre and had it for the last month. This is the worst service I have ever experienced. The call centre does not even answer the calls. The service has been unavailable for several days in my first month of having this. I have signed up for the option to give 30 days notice. I consider to rather cancel the service as it seems to me I am paying for I service Vodacom are not able to render.

SADV installed fibre 3 days ago at our house. Vodacom is our service provider. After 3 days we still don't have any internet. We keep calling the call centre with no success. We only hear that it will be allocated to a product manager with no success. No one ever gets back to me. Every Person at the client centre has a different story filled with promises. Please be aware of Vodacom's pathetic service!

good day my name is letlhogonolo cell number [protected] to who it may concern I am not happy at all with the service I receive from Vodacom I made my contact order last week...till today I am still waiting for my delivery my unit was delivered to the wrong address, why I don't know clearly someone is not doing there job ur agent contacted me offered me a contract phone but now it's a mission to get it delivered to the correct address...yesterday I call spoke to a very rude lady to update my address as agent inserted an incorrect address I 've been getting empty promises about my delivery and I've lost hope in the order am tempted to cancel this contract coz my first experience is been hell I never expected this from Vodacom but clearly your employees don't know what is customer service that's why they don't take customers seriously...

I have a few contracts with vodacom. I renewed a few this year and 2 contracts came with 2 phones and 2 sim cards. One is the original and the second sim is additional and it receives r65 of airtime, meaning there 2 sims that received r65 and thse numbesrs are [protected] and [protected]. These contracts were taken about 9 months ago and I dont use them for now but when I checked the airtime, I only found r130 of airtime in each. I called vodacom yesterday and I was told the airtime expires every 60 days. I had having a contract with vodacom from around the year 2000, I have always been accumulating airtime but today I am told it expires and I was never told. Please give me all my airtime for the past months and then we can start on a clean sheet of the airtime that expires.
My original main number for my contract is [protected].

Rgs

Piet langa

I place an online order (SO [protected]) for the installation of a Vodacom fibre line on the 16th of July 2019. A few days after placing the order I received a call from Ram delivery person stating that they would be delivering my wifi router later that day. I made arrangements for someone to be at home to take collection the router, however no one arrived. The next day I received a call from the same Ram delivery person stating that they were held up with another delivery the previous day and that they would be delivering the router on this day. Once again I made arrangements for someone to be home to take delivery, but once again no one arrived.

I then received a call towards the begining of September from a person stating that they needed to do an installation at my home, whereby I assumed that this would include the line installation and the router delivery. However when this person arrived at my home he asked to what point the line was installed to, as he needed to installed some box. Obviously he was told that there has been no line yet and he left.

On the 11/12th of September 2019 I received a phone call and a sms whereby I was informed that the fibre line would be installed on the 13th of September 2109. The line installation did in fact that place on the 13th, however still no wifi router.

Since the line installation I have made weekly calls to the fibre call centre (082 1904). Each time I'm told that by the person answering my call they would check what the problem is and each time I am told that the router has been sent back to the Vodacom warehouse, but that the issue would be raised with the sales team and that arrangement will be made to get the router delivered.

Last week (16 October 2019) after sending a email to customercare@vodacom.co.za I received a call back whereby I was promised that the problem was escelated and that it would be sorted asap. However once again I have not received any phone calls after this and still the router has not been delivered.

PLEASE CAN I GET SOME PROPER ASSISTANCE!

I Mr Risimati Johannes Ngoveni would like to state of the bad service i received from this Vodacom branch concerning a Hisense mobile phone that i bought in this shop.
The mobile phone has not been working properly from the day i bought it and the manager has suggested that the phone to be brought back and assessed, Of-which i had returned the phone 4 times to the shop and still the phone had not been working properly and was within the seven days. I told the manager to cancel the contract or give another devise but the manager replied by saying it is not possible to cancel or to give another device. I`m Very angry with the service because i was requested to bring the mobile and my mobile contract is also with the branch manager "Given".
Date of purchase :10 September 2019
Current Contact no: [protected]
Contract Contact no: [protected]
Please contact me for any customer queries

Regards
Ngoveni

I need or want someone senior t0 call me. I done an upgrade and now i notice there's charges to my account that is not part of my contract. the complaint is tied to bad service from a Vodacom Store in Sandton. this is my second complaint regarding the same matter in one month.

1. Upon my upgrade i was allocated a pre exisiting contract number when i done the sim swop for my new phone.
2. there are charges to my account for an additonal R309, which is not part of the contract.
3. vodacom customer care confirmed that the additional R309 is strange, because of the contract structure.
4. the store manager who done the upgrade, always ignores my calls.
5. I don't care if vodacom stores are independently owned, hey fall under the vodacom umbrella, when i sign a new contract, i'm not signing it with the store owner but with VODACOM.
6. In order for me to get my refund, i need to be in Jhb and go back to the store. How is this logically and whats the point of doing a upgrade at any store in the country, when they mess up, i need to go back to that store. HOW IS THAT LOGICAL.
7 the sad thing is, i can't even cancel my contract after this terrible service and port my number, because how ironic the bad service happened after i signed already.

I'm disappointed with Vodacom and their lack in trying to resolve this. I pay on time every month, and if i miss a payment, Vodacom calls thatsame day, but yet, i must escalate matters to everyone to get attention. This is not right

Good day,

kindly assist with the request, I have a complain to make about advise i was given your official social media page. In June I sent a message on the twitter page to advise I have been robbed and I would like to block my number for time being. Then i asked after how long can it expire (My number ) if i did not activate it and the response i received was 180 days.

Recently I went to the branch to make a sim swap and they could not do it, they told me to call customer services. When i went back to twitter the change the period to 120 days then the number gets recycled to another user. When I checked my number at a branch it is still not yet recycle, it was red i think it reflected block im not sure. And the lady who was assisting me asked me to provide 5 number i dialed out which i could no longer remember them. So the number has not yet been recycled.

All I request is to have my [protected] number back as I was advised incorrectly as per your social media page, they cannot change status when I say i am ready to activate. My ID number is [protected] Andisiwe Malangeni alternative contact number is [protected] or better via email as i might be able to respond on calls.

I will be patiently waiting for feedback

Have been complaining to Vodacom Care Centre since mid Jan.2019. Been given various reference numbers and promises. Got a booster box and attena, installed by
Vodacom. Not once have anyone from Vodacom been out to the premises to check on the booster boxes. Today they told me I can cancel my contract? Seriously? They promised me a service and I need them to honor the contract. Where to from here?
Amanda Stander +27 [protected]

I have had my vodacom fibre activated for about 2 weeks now and have daily interruptions to service, sometimes for hours at an end. I am howeer still expected to pay the full monthly fee for the "service". When calling to find out what is going on the call centre agent cannot tell me whats wrong or when it will be resolved. Please provide a more stable fibre solution. The current service is pathetic and i am paying for something i cant use when i want to...

I signed up with you at the gateway branch around june / july last year and had gone overseas for approximately 5 month thereafter.
I never noticed my contract premium go off as I was using a global bank account and not my south african one.
I received a call from vodacom debt collectors around november last year saying I owe on my co0ntract of which they admitted you had payment
Issues. I agreed to settle the balance and instructed a payment to be carried on. Still till today cellucity have never taken a premium.
Which has given me a negetive score on my itc that no1 can reverse. I have relocated to pretoria from durban
All the services I have been paying for are null and void as I know you never backdate (I think) … I lost my sim card and have never been compelled to re-instate as I just loathe everything about vodacom or cellucity right now.

Please advise on way forward as this is really affecting me mind you i`m fais accredited and would like to give your organisation a chance to rectify before I take this further with my ombud.