Vodacom
reviews and complaints

Good day Vodacom,

Firstly I would like to tell you how bad your service is, because of you I will never take another cell phone contract ever again.

I got this contract with you and had issues from the start, I had issues loading a debit order and when I stopped paying then you handed me over and only after listing me was a debit order loaded.

I tried applying for a home loan in March and due to you guys listing me, I almost lost my house.

I then requested a settlement (attached) and paid the settlement amount the same day I received the settlement.

On the settlement letter I was advised to send an email to Retentions.Cancellations.C3D.PROD@vodacom.co.za to cancel my contract, which I did. Please see attached email sent and response received that my contract was cancelled.

I thereafter received calls from your collections department and over and over had to explain what happened to them. I was advised they can't assist me and and and….

This morning I get a letter of demand.

Now I have had just about enough of Vodacom and want this to be sorted out immediately.

Resolution:

• I expect this contract to be closed once and for all.
• I will not pay the R 155.56 as I have settled my account already and have proof thereof which I attached.
• I want my name to be cleared from the credit bureau immediately.
• If I further get effected by the lack of your employees interest in assisting a client, I will log an ombudsman complaint.
• I want my details to be removed from your system and never to get a call from VODACOM ever again. These calls include collections calls and promotion call.

I expect feedback within 24 hours.

If no feedback if received I will log an ombudsman complaint.

Regards

Patricia Olifant
Complaint Specialist
Collections Customer Management
Everyday Banking
T +[protected]

Absa, Auckland Park, 9 Lothbury Road, Auckland, Johannesburg, 2001, South Africa
www.absa.africa

NB: please note this correspondence is for internal use only."

Hi,

Hope you are doing better than I am.

I have a Top up contract with your company which Started in August 2015.

I did my first upgrade in June 2018 and had to pay an Admin Fee, even though I upgraded via the internet because according to your consultants I had a sim card only package. ( Please take note I took out a top up contract WITH A PHONE).

In June 2019 my upgrade came up again and I upgraded via the internet again to spare myself from the agony of having to deal with your consultants, But once again your company just keeps on improving in ways to amaze your clients with your very BAD service.

I received an sms stating the amount due on 31/07/2019. The amount was double the amount of my previous contract (which ends in August 2019) and more than the amount of my new contract.

I phoned customer care to find out how they got to that amount. The consultant explained to me that now I am paying for my old contract plus the rental amount for my new phone (yayyy me).

So you see the excellent way Vodacom has just screwed over one of their clients again...just listen to what a marvelous deal I am paying for now :
I get to pay my old contact with its phone (R 329-00) and then the fee for my new phone which is an extra (R 336.98) wich puts you on a total of R 666.98 and I get to pay it till the end of November 2019, but wait there is more...I also use to receive R 200.00 airtime with my old contract now I only get R 175-00.

My new Contract Is a top up 175 with a Samsung A70 for R485-00 p.m my old contract was a top up 230 with a Hawei P10lite for R 329-00 p.m and I upgraded online when I was prompt to do so guess so much changed in 4 years that you forgot to add the fine print on your website.

Please note that I will NEVER advice any one to get a contract from Vodacom.

A month after my upgrade I was sent a very confusing SMS with the amount due on my contract which are payable

I bought 2G data in the beginning of July 2019

Yesterday 31.07.2019 I got a SMS from VODACOM stating that I have less than 1015.MB remaining.

I did put my data off at about 16H15 yesterday (because I got WI-FI at home). and it stayed off for the whole night.

This morning 01.08.2019 at about 00H25 I got a SMS again stating that my data has run out.

I use about 1G data a month, now you want to tell me that I have used 1G for a few hours ? I need an explanation for this.

I tried phoning your CALL CENTRE with no luck there.

I'm thinking of cancelling all my contracts and my husband's with VODACOM. I can't keep on buying and the data just dissapears.

PLEASE SORT THIS OUT

My account was in arrears for a while and i made a large payment to settle everything. a day later they deducted that amount again leaving
my bank account in the minus. I phoned and sent in the proof of payments for a refund and they state i have to wait 7 days. I explained that i can NOT wait 7 days as i settle my account already and after i settled the account they deducted more money that i do not have and tell me i need to wait 7 days when i need the money urgently as i already paid them what i owe them.

When we miss a payment as customers, they charge us more and more until we pay. Should that not also be the case? They took money i don't have and i promise you they will not pay me a single sent more plus i have to wait over a week for money i don't owe them nor have in my account.

Vodacom is utter crap, this is my first contract that i have with any phone company and i have to deal with this crap. Not the first time i have issues with them taking more than they should without notice.

I called Vodacom Customer care last week (22-26 July 2019). I want to cancel my data contract without cost. I have poor or no reception at my house. I have therefore problems using the router provided by Vodacom. I spoke to 2 x operators last week. I explained the situation. Both of them confirmed the contract will be cancelled after consulting with their managers. I was told that the area I live in has a signal problem. They also confirmed Vodacom has plans to erect a new tower in the same area but nobody can tell me when it will be done since it requires approval from the municipality and owners of houses close to where the tower will be erected. I can therefore not use the product I am paying for. When I called one of the Vodacom shops this morning (29 July 2019) I was told my request was cancelled without any reason. The area I live in is Midlands Estate (Midstream code 1692). The data contract number is 0798842739. My e-mail address is [protected]@prepquip.com. My contact number is [protected].

Vodacom used to be the best network l have ever used. the quality of service has drawn to poor rating, I tried to check the cellphone deals from the online page, the online form requires me to fill in my details that's my Passport number, cell number, address etc which is fine . After a few hours of reviewing online deals l received a call from a consultant asking for my ID number then l mentioned that am using a passport and he said they cant help me unless l go to a vodacom shop for more help . I went to a vodacom shop trying to proceed with buying phones on contract there it goes showing that I have a Quotation pending online, why should it be pending if they said they cant help me due to the fact that am using a passport. the worst and disappointing part is that l cant cancel that online thing so as the vodcom team as well, its one system after all so why must l suffer to contact the helpline that is always saying high call volume every time l called. who on earth must cancel this online thing for me. am now forced to use other networks not of my interest because of one click that can easily be done. Hopefully Vodacom services can be improved back to its remarkable excellent and efficient state as it was back in the days. I would highly recommend to anyone around me even stand an argument of comparing vodacom services and other networks with my friends and family but am not sure anymore if is still the best.

[protected]@gmail.com
[protected]

for any support help responses if there will be any

Good day,

I have a MASSIVE problem with the fact that I get promotional calls from Vodacom once to three times daily.
I have asked Vodacom to stop phoning this number to offer new deals various times, we are not interested in anything at all and they just don't get the picture.
What does someone have to do to not be absolutely harassed by Vodacom?! Do we have to swear and make an absolute scene before you understand that we are not interested in any of your promotional offers?
This is ridiculous!

If we are interested, we will contact you.
Please can you explain this to your call centre personnel. PLEASE!

On the 24 July 2019 I bought a R5.00 just for your town data which gives a person (or supposed to) 150MB data and 30 minutes talk to any network for the day. When I received the data I only got 60 MB data and the 30 minutes, then showed I'd received 90MB but not the full 150 MB. I then spoke to customer service and asked them what's going on that I received less and they told me that I have apps in the background that's eating data, which I think is utter nonsense as I have downloaded data via the Vodacom app and no data goes off.
So that been said I once again buy another R5.00 just for your town data for 150 MB and 30 minutes for the day to any network, and you won't believe it, YES that's right it happened again. When I got the msg it told me I had received only 60 MB this time and that's it.
My question is what the hell is going. I have been a customer of Vodacom for years yet I get treated like this, data been taken and bad excuses as to why the data has just been used. I mean come on 90 MB gone just like that, no way.
Could someone please contact me on this number and sought this out. I don't want excuses I want results.
Regards
Shawne

Ref nr - 1/34114097415745 logged on 13/6/2019

This reference was to cancel a number that was put onto my account by VODACOM!

2 YEARS AGO! (please provide proof where I signed up for the contract with number 064 751 6542)

So yesterday when I called to follow-up why the number has not been removed from my account yet (I have been invoiced again) the operator, Sive, was clueless, after a call of 13 minutes I still don't know why the number has not been removed.

And to top it all, I receive an SMS to inform me that my email address has been changed! WHY!?

So please reply with answers...and I will be lodging a complaint at the FRAUD department regarding the placement of 064 751 6542 on my account without my signature...thanks to the bad service yesterday by Sive!

Hope to hear from somebody that actually cares about keeping me as a client!

Thank you
Penny
[protected]

It really confuses me in these economic times that service can be so poor, I Went to Menlyn Vodacom to contract a new mobile wifi device, fist off no stock, but I applied with the notion they can deliver, problem 2, my old contract was never closed properly, consultant contacts account who advises 2 hours to resolve, ridiculous but the consultant advises he will contact me once done, this never happens, next day I phone, new consultant advises 1st consultant only arrives at 11AM but she will assist, she advises the same, the account is still not closed properly and subsequently the cannot continue until this is resolve but she will contact me, she actually did only to advise this is still not resolved but she will follow up and contact me, sadly this has not happened yet. In my frustration I think lets do the online thing, maybe there is hope, applied online only to realize a manual process still need to happen getting a message someone will call me, I receive a call and the call is dropped receiving an sms that they tried to call me and will do so again later, the trend continues, no call received, absolutely brilliant service levels Vodacom, really WELL DONE. Note, your staff is your business and if they are not enabled on all levels, this is the result, I blame management, this is the tendencies I encounter daily and then business complain about economics, really!

Hi, My name is Janke and I really don't know what to do anymore and really I do hope you can help me .

I have called Vodacom endlessly to rectify this, even went into store to get this straight and they are still charging me for two contracts on my invoice after I even went into store and they told me that it will be fixed and that it is just a mistake . I upgraded online in the beginning of July . So basically I just wanted to upgrade online because then you are supposed to not pay admin fees. And they were the ones to inform me that it is time for an upgrade as per mail below .

But now I am being billed for two contracts and we are customers for more than 10 years with more than 6 contracts with Vodacom in our family and YET THIS HAS NEVER HEPPEND BEFORE and they also added on an upgrade admin fee which they were not supposed to do if you upgrade online. I am so upset because now I have to pay for two phones, what is the use of an upgrade then ! Also they are trying to cheat me into paying for this contract for another 26 months because on their system my next upgrade is now 01/08/2021!?! For a 24month contract that I took out in June 2019?! Does not make sense.

I also spoke to consultants on the phone a couple of times but I was told they cannot tell me how long this is going to take to fix, yet they are deducting money from my account with no consent what so ever and to me this is a fraud situation as no one told me about it nor explained . But surely it must be just a fix on the system that should be high priority and should have been done by now. I can't imagine I am the only one with this problem. I mean surely it is a big problem with respect to the consumer act if people are being double-billed and nothing is being done to rectify it.

Please can someone help as soon as possible as I never gave Vodacom any permission to do it nor has anyone called me to inform me ? I don't even think this is fair nor legal .

I am looking forward to hear from you.

Kind regards

Janke

The internet on my sim card is not working, I woke up and turned on my mobile data and nothing changed, I tried switching to another phone because I thought it was my phone with the problem. I even restarted my phone several times but still nothing changed. It has been more than two hours and I still ca not get access to the internet and I have purchased data bundles but I am unable to use them

Good day

I live in a small town in the Northern Cape, Komaggas and we have been experiencing signal and network problems for more than two years.

In previous years it was never a problem, but since more people joined the digital network we have terrible signal and network and can only connect properly at night around midnight.

I would appreciate it highly if you could address this matter.

I am not only speaking on behalf of myself but also on behalf of the other users who are highly frustrated with the current situation.

Area code: 8242

Thank you.
A.Magerman

This is the second time in a period of 20 days that I am having this depleting data issue with Vodacom.
I have a running contract which consists of 20GIGS anytime data and 20GIGS (12am-5am) data with Vodacom. Since having this contract, This is the first time that the data is depleted before the month has ended - I usually have some data carried over to the following month - this seems not to be the case anymore (Extremely odd) since I am not doing anything different or changed any data settings since having this "data-contract".
When I first escalated this issue, it was the 30 June 2019 where I had actually gone into a Vodacom shop (Blue Route Mall in CAPE TOWN) as I was in the mall and while sitting have breakfast (phone untouched), a whole 6GIGS had been depleted (SMS to confirm) which I showed to the Vodacom consultants assisting me. They had AGREED that there is some funny business as all the settings that would have potentially exhausted my data, were actually "disabled" on my phone. The Monday following, I received an SMS from Vodacom saying that I have in actual fact used all the data in question, that basically no funny business was going on and that as a "once-off gesture", they have credited my number with an extra 10GIGS on top of the 20GIGS that I got that day too (first day of the month). So to my absolute surprise this morning, just after 6am, I received an SMS from Vodacom to say ALL 30GIGS of my data has been depleted. I escalated the problem yet once again by calling "082155" (the data support line) and the lady on the other end escalated for me. I just a few minutes ago received a very familiar SMS from Vodacom saying that my query has been resolved and as a "once-off gesture" they have credited my number with 2GIGS! 2GIGS? That is not even close to the amount of data I should still be sitting with.
HELP PLEASE!

Ref: [protected]-5

I have received a letter of demand from Vodacom. My account and contract expired ages ago. This was taken out in 2014... Payments have been coming out of my account AFTER requesting a contract closure. I finally had to put a stop payment on that debit order...years later. Vodacom will not answer their phones. The customer care line is IMPOSSIBLE. I just spent an hour being sent from one person to another and then cut off. Nobody can say what I owe the money for. In fact Vodacom owes me for collecting money illegally after the contract was terminated. PLEASE HELP.

I have a serious complaint regarding my data usage this week from Vodacom. Please see below sequence of events together with supporting screenshots.

On Monday, 16 July 2019
- 13:11, I received an sms that i have less than 3353 MB left
- 15:26, I received an sms that i have less than 1343 MB left
- 15:33, I received an sms that i have less than 323MB left
- 15:36, I received an sms that i have less than 128MB left
- 15:38, I received an sms that my data has depleted.

On Wednesday, 17 July 2019
- 17:45, I purchased 2G data bundle.
- 18:25, I received an sms that I have less than 1014 MB left
- 18:58, I received an sms that i have less than 400 MB left

On Wednesday, 17 July 2019
- 21:05, I subsequently called Vodacom to query this and was told that applications that use my mobile data are causing this. I have had the same phone, with the same applications running for the past year, my cellphone behaviour was no different this week. So i do not want to hear any excuses about my phone's applications. This excuse is not good enough for me.

I requested further escalation last night to which i received a reference number: [protected].

On Thursday, 18 July 2019
10:56, I receive an sms that my query has been closed and that my data usage is accurate. I am then told as a good gesture I have been credited with 1GB data bundle. What a joke!

This is not good enough! I would like my full data bundles to be refunded!

I am very unhappy with the service I got when I had to get my Iphone 6 fixed.

I went to the Vodacom Shop in Hazyview. I asked the onsite technician whether the screen could be fixed. He firstly looked at it and said its fine, there is nothing wrong with it. I told him it fell, it was so badly cracked that I couldn't even answer it and pieces of glass fell out... He then saw what I was referring to. He then told me "go the Indian's upstairs" to which I replied that no "I have insurance and you will send my phone to a repair shop" I decided to ignore him and see a consultant.

She then called the manager and he advised that we complete all the forms etc. This was the 19th of June. At this stage my Sim in-tray was not in the phone as I had taken my sim out and forgot it on a counter top at home. Never once was I advised by the manager or the consultant that it had to be with the phone.

Two weeks later I had still not heard a word from Vodacom and my job no kept stating "in transit" when I tracked it on the website. Only After I had phoned the Hazyview Branch and the manager followed up with the service centre it was discovered that my phone was sent back to Hazyview and lay in a drawer of the consultant that I booked it in with - not even locked away. It was sent back because the IMEI number couldn't be traced without the sim in tray - although it is clearly written on the back and that they require Proof of payment - the Phone was a Vodacom upgrade, I would expect Vodacom to be able to see that... but never the less. This was late in the afternoon just before closing time so I only managed to go to Vodacom the next day.

So myself and a friend went to the shop the next day in lunch time and took the sim in-tray to the Shop, once again I had to recomplete all the forms etc.

Once again - zero communication from Vodacom. After I traced my job card - which displayed that my screen could be repaired for R4828.85 I had to phone the customer care line and ask why was my insurance claim not processed? This was at about 08:00 pm so I had to wait till the next morning to speak to anyone from Vodacom that could actually assist me. I phoned Insurance and I was advised that the claim was not sent through. I phoned Hazyview and Hussein assured me it was the Nelspruit Repair Centre's fault. I phoned the Nelspruit repairs Centre and was transferred to the person that deals with the claims - who for the entire time didn't answer here phone, it has a voice mail box but you also can't leave a voice mail because the mail box is full.

Finally after phoning insurance/Vodacom Hazyview etc 10 times my claim was processed. I was then phoned by someone and told that my options are: 1 a new as good device For R750 or a new device at an access of 20% of the new phone's value. I downloaded my policy as per the attached from the Vodacom Website that shows my phone is insured for R195.00 per month at a value of R12 000. However you have debiting my account with R196.71?

Regardless of that... my policy also shows that if I have my phone replaced my access is 15%?

I still don't actually understand what I paid almost R10 000 - roughly R9600 for the past four years for to have the worst service and then to top it off I am expected to replace my phone with a device of R6300's worth of Value and then also pay an access of R1300? This doesn't make any sense financially.

I have been a Vodacom client for more than 11 Years and I have never missed a debit order. Being treated so badly is just terrible and its shocking!

You have been deducting the wrong amount of my account according to my policy and then at first the phone could be fixed, then all of a sudden once the insurance was processed it couldn't be fixed and I have to pay all sort of additional amounts for a lessor amount than what I am "insured" for which is R12000.

I want someone to sort out this mess TODAY.

This is unacceptable. Vodacom is quick to sell contracts and nag me for an upgrade and sell insurance but when it comes to keeping your word and honoring an agreement, the service is horrific.

Regards
Carina

Both arrogance and lack of customer services is clearly an obvious behaviour issue within the vodacom group. I applied for a NEW contract online which was approved - all i was waiting for was for the device to be delivered to me. After waiting 5 days i checked my order tracking on the website and saw that no delivery was attempted due to not full delivery address available - this just peed me off - i completed this information, reiterated it when i was called by vodacom, yet the information was never forwarded to the courier company. I then called again on Monday gave my address details for the 6th time and was told delivery would take place within 3 -5 working days, again another delay. When i checked my order status yesterday i saw that the package was returned to sender. How? firstly .. i wasnt even contacted to confirm delivery, when i called at 8:26 this morning once again i was assisted by the most famous arrogant and clearly unknowledgeable staff - who mind you sounds as if they are working in a factory - it is so noisy and rowdy - i think most of the time the agents cant even hear themselves speaking. I was told by the agent sorry she cant do anything ?! new customer - i then asked to speak to the team leader who was Curtis Green who advised me he would find out what how to rectify the matter and he would call me - at 12 i called him and his excuse was "uhmm sorry i was busy with other queries" er NO I'm not interested in anything eslse that you are busy with. I am a brand spanking new customer to your business and this is the treatment i'm getting. Curtis told me that he would call me back in 30 mins, that was nearly 2 hours ago. I am so disgusted in the lack of service - it's appalling that in this day and age new business is important -

My service was suspended and then rectified and now my account still shows in arrears and I cannot open another line due to that.
Everyone keeps telling me 7 working days and it's now a over a month.

I took out insurance but because they double debited which they didn't inform me of I cancelled and they put my account into arrears. But I called straight away and I was told it was canceled. Now Noone has bother helping me. I'm fed up and looking for a way out or looking to speak to higher management.

All my calls were recorded as stated and I want my account rectified otherwise I'm taking my business elsewhere.

I took my Vodacom contract in January 2017 for a period of 2 years of which it was supposed to expire end of January 2019. My account was in arrears for 8 months and i sorted it out in June 2019. I checked the expiry date of my contract and a message was sent to me indicating that my contract period ends on 14 May 2021. Now it is like Vodacom wants me to pay this contract for a term of 5 years which is amount to unlawful enrichment by Vodacom. I made a follow up telephonically on checking the expiring date of my contract so i can terminate any deals with Vodacom.

I need this matter to be investigated thoroughly and for Vodacom to update their systems accordingly.

regards
Pandelani Mushiane
[protected]