Vodacom
reviews and complaints

hi all my Name is Sbusiso Msomi

when i was offered the contract no one cared enough to enquire about the debit date

so Vodacom took it upon themselves to debit my account without my consent and this happened 3 times in a row. now i am owing the bank R450 as i am using the cheque acc, i get charged R150 for every returned debit.now i am requested to pay R375 and yet the agreement was R250 per month.

who is going to pay me back for the bank charges that have encured due to unauthorised debits done by vodacom, this is no professional.

however i would like to cancel my contract with vodacom and pay for what i have used because it is clear that i am going to suffer. this is not acceptable.

my email is [protected]@bidair.co.za
contact: [protected]
acc no: [protected]
regards
sbusiso msomi

Fiber has been down for 4 Days.

The "Customer support" is a total waste of time, and of no help whatsoever.
buy a cheap answering machine and send them all home. Then hire someone who can DO SOMETHING.

On Saturday I was told "we do not have technicians on the weekend "
you can't sell a 24/7 service and only support it some of the time !

Don't buy Vodacom Fiber !

I am a long time Vodacom client over 10 years now, I feel it is my duty to report the employee. He not only is inapropriate with Cocky Comments he also uses non medical drugs (CAT, Mandrax ect).

Vryburg is a very small town and I feel this give a very bad reputation on the company in a whole.

I would like to remain anonymous in this matter.

Regards
Anonymous Charlie

I have purchased 2 social tickets yet my normal data got taken for facebook and then you get to speak to customer service agents that believe their right to have a attitude is right way to handle queries i am disguted at your company's lack of client service and will be changing as many of my relatives over to another service provider after being with vodacom for a number of years this is the last of accepting being ripped off and bad service.

I took out a new line at a game store which is your 3rd party store which sells contracts on your behalf. I was not notified when the 1st payment is due as I thought it would be debited with my other two contracts on the 27th each month, however, that was not the case. On the 27th my two contracts was debited but not the new line and I thought okay it will be debited on the 30th July. Which is the day I received a sms to say the funds was not paid for the new line which I then called and spoke to a agent whom adviced me that the full amount will be debited on the 27th August and I dont have to make a manual payment. Today while having supper which spoil8my evening I was notified my service will be cut if I dont make payments on the 21st which is not my salary pay date. I called in the stupid manager who 1st refused my call said to go to store point of sale I understand what action will be taken as the store will say call in. I refuse to pay a penalty fee and for my ser8to be cut is out right wrong for a paying loyal customer to be treated this way I'm furious call me back or will take it to hello PETER

6 August 2019

We ordered a mobile wifi router online which was delivered today. We tried to activate it because we needed it urgently but with no success. Therefor we went to the Vodacom shop in Kleinmond to ask for help. The assistant who was suppose to assist me gave me a number and told me to go home and call them myself (for immediate activation) if I didn't want to wait for activation to take place automatically, which can take up to 24 hours.

I urgently needed internet connection in the evening and because I was not going to be back at home until after 6pm and not sure that I would be able to make the phone call in time before the Vodacom services/lines close/shut, I returned to the Vodacom shop, and ask the same assistant if she could please assist me by activating the device for me.

The assistant showed her unwillingness very clearly but made the call. The phone was handed to me for verification of my identity which the consultant on the other side requested. I answered to find that the line was disconnected. Not looking happy at all to make the call again I offered her my phone which she took and used.

She was very rude and in no uncertain terms she made it understood that we should have taken out the contract in their shop, showing her disgust that it was bought online. It was very clear that she did not want to help at all.

She roughly forced the cover off with a little tool (jammed it in) to open the device causing a very slight chip in the plastic. While busy with the device she knocked the device with force on the counter for the battery and simcard to come out.

What would have taken her 10 minutes to assist in a pleasant helpful way with experience and expertise on her side, looked like a very unpleasant duty. She was extremely unprofessional.

I would not recommend anybody to use the Vodacom shop in Kleinmond.

Kind Regards
Tania Mehnert

Last week I had purchased some just for me data from vodacom but then only 60 megabytes were allocated and instead of 150 megabytes I contacted vodacom through Facebook messenger the consultant was helping me asked me to send a screenshot of my detailed balance and my confirmation message I for then sent the message but the consultant didn't reply she left everything like that but during the last times when I bought the just4u data from vodacom and the wrong amount of that was allocated they would help me through messenger but this time they failed today the 6th of August 2019 I bought the data again I called the customer care but then agent could you explain to me and was telling me something that was not fair I told you that the wrong data was allocated and I would like it to be fixed but then I sawa message saying 30 minutes and 150 megabytes were allocated but then that was fine I asked her if what is happening she said she can't tell me what's happening because she cannot see what am I buying on my side I told you that when I was buying on the USSD code the confirmation said that you have purchased 30 minutes plus 150 megabytesbut then she said only 60 megabytes are allocated I read my messages to her and I asked her if she changed the system and allocated the right data she refused I asked why is is there a service is so bad she didn't answer me and then she then cut the call

From: Louise Malan
Sent: Tuesday, August 6, 2019 3:36 PM
To: customercare@vodacom.co.za
Cc: Anne Ekstein
Subject: URGENT URGENT URGENT FW: QV253659 - [protected]
Importance: High

Good afternoon Vodacom Customer Care,

I am contacting you on behalf of my client Mr. JP Ekstein. He has granted me "Limited Power of Attorney" to assist him with the problems he is experiencing with his VODACOM Account. Find attached. DO NOT CONTACT CLIENT - CONTACT ME.

Refer to Mr. Ekstein's correspondence below sent to you on the 31st July 2019 as well as many, many unanswered telephone calls to your 082 135, visits to your local VODACOM Stores and many, many hours of having conversations with Vodacom staff without any help or assistance.

I myself have tried to contact you on his behalf:

• Tuesday 6th August 2019 - 15H00 - waited on line for 7 min - no response - call dropped
• Tuesday 6th August 2019 - currently 17min on hold - 20 min on hold…..21 MIN….. no assistance.

I am hoping for the opportunity to rate your service.

Contact me URGENTLY - I will be asking for legal representation.

Louise Malan
[protected]
[protected]

From: John Ekstein
Sent: Tuesday, August 6, 2019 10:30 AM
To: Louise Malan
Subject: Fwd: QV253659

---------- Forwarded message ---------
From: John Ekstein
Date: Wed, 31 Jul 2019 at 12:40
Subject: QV253659
To:

Good day Vodacom,

I have been a loyal customer of yours for many years, 18 years at least, I retired from my full time occupation on the 30th of November 2017 and no longer required my cellphone for business purposes.

I contacted one of your consultants on the 10th of October 2018 and had a discussion with him, I told him that I did not wish to renew my contract with vodacom once my current contracts have reached their full term. I explained to him that I would prefer to go onto a pay as you go system, ie buy my airtime and data as and when I required them.

Any contract which you now claim that I have with you has been foisted upon me, I did not request or authorised it.
I have at various times spoken to different consultants but it seems they may as well have been robots who have been programmed to foist contracts onto customers.
Not one of these consultants had any idea what previous ones discussed with
me, this makes me wonder if the calls are recorded as you claim they are.
The first portion of my contract being QV253659 came to full term at the end of October 2018 and the 2nd portion being QV253659-4 was fulfilled at the end of March 2019

I have more to say, but it will depend upon your reply to this message.

Regards

John Ekstein.

--
John Ekstein

1. The 5gb backup dongle does not work.
2. Nokia router "SN: ALCLB352D151" doesnt support any other USB drives like portable Hard Drives. Tech support say the product doesnt support / allow USB HDD. After I send them the product brochure of that Nokia Router clearly indicating
that the router does support NAS & Portable HDD's they had nothing futher to say.
3. Now they came and installed an aditional HUAWEI router "SN: J3N7S19518907146" with the hope to solve the USB problem, the Nokia being used as a OMT or something connecting the one router to the other with a LAN cable, now since last night my internet is down again and still not working.

One this is for sure...TECH support is incompetent !
When I reach home this afternoon I need everything to be working 100%

I left MWEB because of the land line instabilities, but its better to have instabilities that NO internet at all.

Atleats every time if there were problems in my area we were notified by Mweb with a message to my cell, and when the problem was resolved we got another message saying that the problem was fixed.

With you guys it is costing me money to find out what is going on, the customer need to phone phone phone.

I want enought data by the end of to day on my cell so I can use my cell phone as a HOT SPOT to stream movies on vodacom cost if my Fibre is not up and running by 16:00.

I called Vodacom to cancel my contract [protected]) in the beginning of July. I went through the retention process and declined the offers given and confirmed my wish to cancel. I Was told that the contract would go onto pre-paid on the 31st July. I confirmed that I would be able to port my number to MTN in the beginning of August.
On the 2nd August I tried to port my number and was declined. I called the cancellation centre again and they confirmed it was on pay as you go. The porting was still declined. I went to a Vodacom4U Northgate and was told the contract will only cancel at the end of August. I requested the call recordings. The manager still has not gotten back to me.
Today I tried calling the cancellations who told me they cannot cancel the contract. They say their system does not provide for early cancellation. Even when the Consumer gives 20 days notice for early termination they only put a notice for the contract to cancel at the end.. They also confirmed that even though the contract will end on the 26th of August it will only be cancelled on the 31st as the system cannot process cancellation during a month.
The Consumer protection act allows for any consumer to cancel a fixed term agreement on 20 days notice. An early termination penalty will be applicable but it must be reasonable and must take in to consideration the remainder of the contract. When I raised this they told me to call the legal department. ( 0821958) on calling this it transpires that this is only for overdue accounts or debt collectors and they cannot pick up my number.
I gave 20 days notice and confirmed that I wanted to cancel. I should not be forced to wait and pay for another month simply because Vodacom's system cannot provide for adhering to the law.

I purchased several data packages in order to be able to run my data on my vodacom nr. Due to networking problems i have on several occasions now lost all my money and still cant connect through Vodacom data This has now i creased 1000 fold in the last 2 weeks and is cery frustrating. It seems to ne that vodacom has gone of the ball and has no more answers in coping with its clientele in Mkhondo Piet Retief. Why i compmain only I would know as the dont care attitude towards clients has become a norm

Hi... I live on the cape flats in cape town and I often buy the just for you 1GB data package for 7 days for my town for R19... Imagine my surprise I buy today and the sane package's price jump a ridiculous R10 to R29 .. I find this appalling and unethical considering the cape flats is a disadvantaged area and considering the cheap cost of data. It's daylight robbery to hike the price by a massive +/- 50 %..

I was contacted via telesales to apply for a data contract (which I did) on Wednesday, 31 July 2019. On the call, the lady told me that I will be able to keep my old Telkom number, will receive the new sim which will be activated within 3 to 5 working days and will receive 25GB data free as part of the new contract and I will only start paying for this on 1 Sept 2019.

First off, open inserting the new sim card (which was delivered to me on Thursday 1 Aug 2019) in my phone I did not get any Welcome SMS's, I did not get the 25 GB I was promised as part of the new contract, my old number was not migrated, I did not even get an SMS stating "This is your new number". I did not get an email upon sim activation stating this is the number linked to your account or here are the steps that you should follow to link you account.

Secondly, not only did I not hear anything from Vodacom, I had to call them (on Monday 5 Aug 2019) to find out that the migration I was promised was never logged. I thought that because the lady told me it would take a while to be activated that I would give it some time. Now I have to cancel the contract which apparently will take 3 to 5 working days, then call after that and re-apply for the contract AGAIN. I have been a customer for 2 days and this is the service I get?

Thirdly, not only did I not get the services I was promised over telesales, but the connectivity does not exceed HSDPA, and the problem is not with my phone. So I am stuck with bad connectivity as well, no fast LTE/4G as advertised. Then only when I phoned Vodacom did I find out that this is something that has to be activated on the sim. Why is it not standard?

Please explain to me why I should stay with Vodacom if I am going to cancel the contract now anyway?

I have never experienced such bad service delivery within such a short span of time. Congratulations.

I applied for a contract and it was approved but took them 2 weeks to tell me that it was out of stock, I waited until they they had stock n unfortunately I had moved from the delivery address I had given them, so I changed it last week Tuesday and it's been almost a week now, they still haven't changed it and I don't have my parcel. They were supposed to send a template to Ram but and I called Ram, they have not received anything from vodacom.

On the 29th July was contacted by a telesales person at about 11h45 on my main number [protected]. He promoted a data package of 10 gig during the day and 10 gig at night for R149 per month.

My understanding was I did not need a separate device to use the package and could transfer the data to other Vodacom mobile numbers on my account.

My request is as follows:

1. How do I transfer the data from the new number [protected] to my main number or any other numbers linked to my account. Nobody has been able to help me.
2. If 1 is not possible the following is what I require:
a. My contract for [protected]
b. A copy of the call on 29th sent to me
c. Appropriate corrective action taken against the agent who misled me.

I wanted to blacklist a phone on my contract. I have been to my Vodacom shop, I have phoned 0821958, I have phoned 082135. I finally came through to someone. On my contract is several phones but I gave the phonenumber, the phone model and the time of upgrade and still they cant help me. Customer Care is to begin with not user friendly with all the options you have to go through before you can speak to someone. My problem is still not solved. Between me and my husband we have more than 50 contracts with Vodacom and I am seriously thinking of stopping each and every one since this is not the first time I spend more than 2 hours and lots of petrol to solve something. I hope someone at Vodacom will give me a proper answer to my problem so that I dont have to go further with this.

Surita van der Westhuyzen

Apllied for a contract September 2018, wrong devices delivered, sent it back to Vodacom.Phoned customer care after sales, they promised to cancel my account, just to find out later I am being debited for closed account, queried this, was promised it will be looked at, and closed again, later saw i was blacklisted for being behind on payment.And my debited money also never returned as promised, called after sales again, to find out there is nothing they can do as this account was closed and no longer on their system.So now blacklisted, and payed for items i did not have.

We are customers of vodacom for over 20 years n have over 5 contracts. 2 of our contracts were due for upgrade n we received numerous sms's yo come upgrade. When we did upgrade they charged us double for 3 months. Did not wabt to hear anything, said we signed so we liable. We were unable to pay and agreed on a payment plan but as usual vodacom are liars n unethical. We get blocked daily n they blame it on their systems. Going on now for over 6 months. We can't use our phones for at least 12 hours yet we not getting refunded. I'm sure it will cancel the arrears amount since it's 5 contracts n 2 data contracts.

I have cancelled my contracts with Vodacom. For 2 months now, after having cancelled my contract, they have still billed me. I have complained about it and was told it would be looked into. Then i receive a sms saying "Your query with ref...has been closed. I still don't have my money back though. or the perks of the contracts i was on. How am i supposed to get anywhere with these people when they give me numbers to phone to sort out the problem that just give me voice prompts that eventually hang up on me because there isn't an option for me to solve my problem?

I've been too loyal to Vodacom. I've had contracts with Vodacom only, I wanted to cancel my contract with Vodacom last month because my data and airtime would just disappear out of nowhere, but since you guys have a wonderful agent working for you guys (Jabulani), he convinced me not to cancel my contract and rather change my number to a data line instead of airtime.

Now here comes the problem, your Agent said to me that I can still recharge not a problem.. 31 Jul I had airtime and data but when I woke up 01Aug I didn't have any data or airtime which I had on 31 July, but I only had the data that Vodacom (20gig day&night)is now giving me..

I tweeted to your Vodacom twitter handle but I was requested to do things I've tried to do more than 10 times. But still with no luck. Guess that's what Yol are good at keeping your customers waiting. I then decided to call the help line spoke to a lady (Audrey), who as well at first had no clue what was happening on my account, until she put me on hold more than 4 times to figure out what's happening.

She then later told me I forfeited my airtime and data because I took the open line, which it's the first time I'm hearing about that. I then requested her to cancel this so called open line and cancel my contract with you guys..She then transferred me to another agent (Pearl)to help me with cancelling my contract. He told me it was done..

Pearl actually didn't cancel that contract, only found out on the 02 Aug when I spoke to one rude agent by the name of Vusi. I have never, never in my life received such a bf service from Vusi. He dsnt give you a chance to speak, he assumes things instead of asking for clarity. I'm just tired of you guys taking advantage of your loyal customer when it comes to data and airtime.. NO MATTER HOW MUCH I LOVE YOU GUYS I AM DONE WITH VODACOM. Please CANCEL MY CONTRACT
(Ref- 1-34388844075107) . When it'd done Please give me a quotation of how much I need to pay this phone off and WE GO OUR SEPARATE WAYS! Highly disappointed that your staff don't explain things properly to clients but you wana keep us.. I WILL APPRECIATE IT IF MY CONTRACT GETS CANCELLED as soon as possible .

On that note I'm still waiting for an email that I have requested from your supervisor Diseng from the upgrade department regarding the recording that I asked her to listen to when I called and spoke to Vusi, and give me feedback regarding that..
Thank you.