Vodacom
reviews and complaints

On the 2018-08-25 I applied for one of Vodacom's Online promotions for a Sony Experia L1 device, which one will receive a Play station 4 as an extra. I was informed that my application was received and that a sales consultant will contact me within 24 hours.

By Monday 2018-08-27 I still have not received a call from Vodacom, which I then phoned myself and completed the online application.

The consultant informed that the application was approved and took all the necessary details for the device to be delivered to me within 4 to 7 days.

On the 2018-09-04 I received a notification from my bank that the expected device's monthly instalment was deducted from my bank, but I have still not yet received the device.

I started phoning Vodacom to sort out the matter, and they informed that they can not explain why my account was debited, but according to them the contract was cancelled without a reason.

Today, after the hundredth time I called Vodacom to assist, I was informed that the online promotion no longer exist. Now they have money for a contract that does not exist and I;m without the joy of a new device.

There mistake, and I'm being penalised, my opinion, I think this is pathetic service from Vodacom. Every day I receive promises that they will phone back with feedback, and every day I receive no call, and I must follow up, just to speak to a new consultant who first refuse to transfer the call to the consultant I request, and then I have to explain the whole issue from the beginning.

i had initially started up my very first contract with Vodacom in 2015. July 2017 i was due for an upgrade and an online consultant had assisted me with the upgrade. As per the terms and conditions she had read out to me she advised that my device was not insured and if i required insurance i should contact 0821952. The consultant did not explain to me that the insurance from my previous device was being carried over. I was robbed about 2 weeks ago and my cellphone was stolen. I had gone to the Vodacom store to find out what i could do. I found that the insurance from my previous device was carried over however it was not sufficient to cover my current device, the store consultant contacted cellsure and they advised that i could upgrade my insurance and thereafter put a claim through. When i went back to the store to check up on what was going on regarding the claim they advised that it was declined and the reason for decline was "no insurance" how is that i did not have insurance when i have been paying for it since 2015 and was not informed that at the time of my upgrade it would be carried over and i would need to upgrade the insurance aswell. Now cellsure wants me to pay the back pay of R573 and excess in order for my claim to go through which is unethical and unreasonable as at the time of my upgrade i was once again told my device had no insurance however i was paying for insurance. This needs to be resolved within the next 24 hours or i will be going to the financial ombudsman because the process that Vodacom has is pathetic. As for cellsure their service is even more pathetic. Vodacom does not value their customers but just look for ways to get money out of them without providing sufficient and accurate information.

I cancelled my wireless broadband lite service. I was told to give one months notice, witch I did. (27 July). I have spoken to numerous call center agents who cannot confirm if my account has been cancelled, and to ad insult to injury vodacom deducted an amount from my account this month that is more than double the normal amount.

All I need is confirmation that my account was cancelled and a detailed statement showing why the amount was deducted as i am currently getting send from pillar to post by agents who "cannot give me that information"

Sales Order # SO180806-465032
Customer MEIRING PIETER FREDERICK
Billing Account # I4287463

This is shocking.

To whom it may concern,

I have ceased to pay my contract account as per the last 3 months for the following reasons:

1. I was requested to pay R3500.00 to un-lock my contract in October last year 2017 when infant my line was open and no need for payment.. However i made the payment with the instructions given to me by the vodacom representative over the line. This entire ordeal took 2 hours out of my day originally and thus i paid R3500.00 into Vodacom P/l account via my Capitec account. Then 24 hour later i was told i did not pay it and i must send through a POP or my line will be cut off...I sent through the pop and i was told it was not received and the payment was not made... I then had to make another payment of R3500.00 to vodacom which i did... I asked that since i had provided proof of the first payment that vodacom refund my money as soon as possible due to bills i had a the time. some 9 months later and almost 150 hours of my time, phone credit used communicating with Vodacom in excess of R1500 from my contract with MTN and close to 70+ emails later - I went into your gardens store and threatened legal action against vodacom, as this is border line extortion! After 2 weeks and a very helpful shop assistant who has since left vodacom due to the amount of customer in my positions assured me this is a daily event and she herself is sick of how vodacom strong arms small people living within a budget monthly. I was then told when she brought up my account that i have incurred over the top costs for my data, which was never allowed by myself, has never happened see past 11 months of monthly statements and all of a sudden i now owe almost the same amount Vodacom has taken 8 months before and not refunded in a form of over usage data...? WT..?

I was then sent a mail saying Vodacom in good faith will waiver half of these fee's, as you can see i have still not paid my bill since then and i made it bloody clear i shall not pay a cent towards Vodacom until they 1. Refund me R3500.00 to which they kept for almost 10 months..(More than enough proof supplied daily to refund me but never did)

Now there is no banking/financial institute in the world to which if i owed them money for such a duration if time would not incur interest and loss of capital costs to the amount.

You people kept my money R3500.00 for so long the account it was drawn from i had incurred costs of not being over drawn of close to R1500.00 from standard bank, i could not even pay my rental the first 3 months after this ordeal due to no savings.. and yet you think after almost 10 months of keeping my hard earned saving you can just refund me and thats that!

No ways, i have prepared a legal battle to take VODACOM to court the same way the CEO of Bidvest did, you guys are practising illegal consumer antics and my legal team has assured me that should vodacom not try and solve this, via this last email im sending you now, they will go ahead and incur costs involved to get me:

1. The interest on my money you had for 10 months.
2. Loss of savings and inured interested from Standard bank due non refund.
3. Time spent trying to resolve this matter and proof which we have that from the day this happened i supplied the docs needed to get my refund done.

Since my shop experience the only things have happened:

1. I was finally refunded my R3500.00 into the wrong account.
(once again i had to incur costs getting the money from the refunded acc into the correct account it was paid from)

2. I have been presented with bills well over my normal usage which in the history of my account has never happened.

I am at the point of no return and am more than happy to take Vodacom to court to resolve this matter rather than another 10 months of calls, emails and disappointments.

I am due for my upgrade in the mid of September this month and was truly looking forward to upping my monthly spend, acquiring a new handset, opening a further contract for my company and enjoying the Vodacom experience i once had some 12 months ago before this ordeal happened.

I trust that this email find someone in a senior position well and that my threats of legal action are treated respectfully. I have also taken the steps to notify the consumer ombudsman whom has assured me i have a case strong enough to get the outcome im asking for.

I am a valued customer of MTN and Afrihost of almost 5 years to which i have never missed a bill, anytime their has been and issue in terms of payment not going off, i haven manually paid through my client zone and MTN online.

I would like to further add that i work with children for a living and have an extremely good relationship within the South African consumer market(Families, businesses and large corporations) Should this matter not be settled and dealt with professionally and faithfully...

I will take further steps in paying for a front page of every national news paper, advertising my story and should there be anyone like me who's been bullied by Vodacom too, may jump onto my band wagon and come for you whole heartily.

I am a medium class hard working south african who cannot afford to have R3500 floating in your banking system/accounts for close to a year. Interest alone should my savings had stayed where they were would have been in excess of your current bill!

I would like a person of senior management to contact me should anyone in a lower position do so, i will begin the legal proceedings.

Kind Regards

C R Futeran - [protected] - [protected]

Vodacom charged me over R8000 "out of bundle" costs - whilst my Vodacom Application on my phone clearly states that I had over 13gigs left over for the month - I have a RED VIP account - with 20gigs per month. This occured mid August 2018;

Numerous calls to Vodacom and a personal call to their Midrand offices - proved that their client services were also confused - as they could see the LARGE amount of bundles left on my account - and yet - could also see the out of bundle costs that vodacom was literally charging up by the hour going up and up!

Telephonic proof when I phoned their inquiries dept - will also prove that they could clearly 'see' my 13gigs still left on my phone - and were also baffled!

A personal call to Midrand - also confirmed the large amount of bundles available on my phone application and on their system, but said I must 'wait' for the final account.

I received a "goodwill" credit of R4000 - but my accounts 'out of bundle costs" is over R8000!

This is whilst I had a lot of bundles on my vodacom application on my phone!

If there is something wrong somewhere - I cannot take the responsibility for any type of error - I cannot see where the error is - but If I am not responsible for this - cannot take responsibility for their system/errors.

Julie Swartz
[protected]

Recently upgraded my phone. The consultant asked if I need insured I said I currently have an insurance with vodacom and I found out that she ticked that I rejected insurance. The 16 years I have been with vodacom I always had my phone covered. The consultant was not thorough to advise me on my current insurance. They say it was for the previous phone. I strongly feel that the consultant are not educated enough to give customers proper advices. Now I'm sitting with an expensive fone without insurance

Vodacom engaged me with an offer of providing us with Fibre 2 months ago. I eventually decided to change to Vodacom and sent in our application forms. Raeez Dharsey contacted me on 9 July and we have been engaging ever since to get our change over timed perfectly. I cancelled our Fibre connectivity with Afrihost, and provided Raeez with proof thereof. Their confirmation stated that our service would be cancelled on 31 August 2018, I therefore arranged with Raeez on more than one e-mail / phone call that Vodacom must come and install their router and connect our new Fibre contract on Saturday, 1 September 2018. He confirmed over and over that this would not be a problem and in this week again said that installation would be scheduled for this morning 08:00.

No-one arrived, and no-one at the Fibre support line could pick up an scheduled installation. Because of this my Guesthouse is now without WiFi until we can get this resolved on Monday. It is utterly disappointing, I have rarely in my life been this disappointed in someone for dropping us so badly.

Dilisca Guesthouse (Pty) Ltd
Jacoba A Claassens
[protected]

[protected]

I had 24 mb on my phone. I only went through my google news feeds never entering a site and after 5 min my data was done and R100 airtime was missing. That is ridiculous and it is theft. Only way I see it. As soon as my contract is done I am leaving and I will inform others of this theft Vodacom. I understand out of bundle charges, but R100 in 5 min is crazy.

When I went into the store the employees did not know what I was querying about. They told me they can't help me and in a rude tone.
As a professional I don't expect to be treated in such a disrespectful manner and feel so utterly disgusted with customer service. The employees have no respect for employees and the manager did not intervene. This is just poor service and unethical behavior. If one is working with people they should know how to make customers feel welcomed and if they are not sure about something they should say so in an appropriate tone and manner.

I have been with Vodacom for 18 years and this is going to change if they do not fix this problem immediately.
First time that I am complaining even though this is the 3rd time that I have the same issue. I was due for a devise upgrade probably 4 years ago. I did not need a new phone at the time and did not do an upgrade. I since used my contract on a month to month basis.
Vodacom phoned and said that I qualify for a discounted package which is all great, since I've been with them for so long.
I explicitly told the sales agent that I appreciate the discounted price on the upgrade, but that I will only agree if it will allow me to upgrade my devise any time that I need a new device. And not to have to wait for 24 months.
I will not know if it did work the first time as I never tried to upgrade. The second time they offered a discount on my husbands phone number (same terms) - the mess up was at least sorted out after about 30 days (really - how convenient for Vodacom and inconvenient for us). The third discount was done in March 2018 - (same terms) - now I need to upgrade my phone - guess what - the terms have not been adhered to. I am sick and tired of constantly having to fight due to incompetent people that cant do the simplest of task.
I really do not like any other service providers and it will not be a great experience for me to change - but at this point in time - I feel that after strike number 3 you should be out...
Such a silly problem to have. I am really frustrated and at worlds end with this vicious cycle not coming to an end. Fix my problem and stop phoning me with discounts...………….

Hi,

I bought a cable charger for an Apple phone at Voda4U (Secunda Mall). The name of the product was Snug. It is not an approved product by Apple.

I returned it today as it stopped working.

They did not accept it claiming I damaged it.

To me, this is ridiculous... The guy that was "helping" was condescending and he was already convinced that he will not change it.

I would appreciate it if I could my refund.

Regards,

Good afternoon. I trust you are well

I want to lodge a complaint against the Vodacom store situated in Sanlam Head Office, 2 Strand street Bellville. I have never heard someone speak to a client in such a manner and the way i was treated is disgusted.

I was told yes i am more than welcome to lodge a complaint with Hello Peter and its not her fault the way things are.

Can someone please contact me to address this matter

On the 14th August my sim card was suspended. I cant make calls but I do receive calls and I tried to take it to vodacom shop to be ricard and till now is not making calls only receiving the calls. I love to usevodacom line but the way you are treating me it is better for me to stop to use your network. Please help me iam devastated

my email adress:ramovhaalugumi. [protected]@gmail.com
cell no: [protected]

28 August I paid R110 for prepaid airtime using my FNB banking.
I made 1 call to Bloemfontein land line - 5minutes to be exact and my R110 airtime was complete.
I recharged at 11:-03 never made a single call, and today 29 August I attempted to make a call at 08:43 and am told I have no airtime.

I am tired of Vodacom robbing me, I had a data issue and that was unresolved, now I wont tolerate this.

I cancelled my contract in August 2017 as it was at the end of the term for the 24 month contract. I called on the 27th of July 2017 and was told that both the device and data would be cancelled immediately with the last payment at the end of August 2017.

To date there is 261 rand coming off my account each month in August 2018 marked Vodacom and I did not renew my contract at all, I have also called in on the 28th August 2018 and I received no rationale for why my contract was not cancelled.

Please investigate this matter urgently, cancel my "contract" and please refund the fees charged to my account. This is a gross miscarriage of justice and illegal considering that on your records it shows my account expired and I requested that the data and the device be cancelled in 2017.

My name is Hiron Snell with ID [protected]. I have a Vodacom contract for my wife ([protected]) which was suspended without notification due to the price increase and her monthly short payments. We normally paid R790.00 per month but due to the unknown price increase the contract was suspended. The local office in George is also not too clued up and simply refers me to this web page, in fact Salome should actually work for Telkom.

Please explain, not a happy camper as I do not have these issues with MTN

I noticed in the beginnig of this year that I am Paying R200 for a 5 gig data device i can't recall ordering, or receiving, neither have i ever used one single MB of it.

I went in to the vodastore where they told me it was for an ELITE mobile contract special of 2 years ago - whom of which I cant recall anything. I got in touch with Elite mobile after which they told me they went on a new system and cant retract old data at that stage.
Because I did not have the nerve or time to go into the matter further, I went to vodacom again and was told if I wanted to END and STOP paying for this contract I had to pay whatever was left on my contract - at that stage R900 plus minus - the contract would end July 2018.

in order to get vodacom out of my hair I paid the amount the very same day and send the proof to the persone helping me - thinking this would be the end of my headache - (this was in April). think again. I am still paying that amount.

again I went into the vodastroe in canal walk cape town and dealt with Umar, on 3 Aug. my ref was [protected]. He assured me they would refund me. Well, today the amount of R200 went off AGAIN. So please explain to me HOW do I get them to stop STEALING money from me? I have spoken in person to at least 7 people in the last months.

I

I have an existing complaint because Vodacom messed my upgrade up completely and tried to charge me R3950 for a headset that was included in the deal, which promptly was unpaid from my account. I got an sms notification of the unpaid on the 8/8/2018 and promptly called at 08h10 in the morning, speaking first to Gugu, then to Porsha who assured me she would correct the error as well as refund my unpaid fee. On the 27th of August I received another SMS informing me my account was R4000 in arrears. Realizing my problem was never resolved I called again, angry and worried. I spoke to Matifadzo and was told that a team leader/supervisor would call me back. At 13h10 the call came through and I was put through to Lydia Mamodiha, whose service was absolutely shocking. Knowing this is an existing query/complaint she didn't peruse my query at all before commencing the call...she asked me security questions (they called ME!) which I answered until she asked me what my Vodacom account number is. I said I had no idea because I paid via debit order and didn't recall it off the top of my head and she replied "if you wont give me the information the I wont assist you" - I had already spoken to at least four other people and none of them asked me that or had a problem with all the other stuff I confirmed. She proceeded to antagonize me for the rest of the call and played a belittling power game bordering on a refusal to help me. I was told that the R4000 was a K invoice which is issued because I had a low credit score (I have been a Vodacom client all my adult life, never missed payments, have no clothing accounts)where the other staff confirmed there was an error with my upgrade. She then said it would take at least 14 working days to resolve even though it was an existing complaint and that I was kicked out of their debit order system and would just have to pay cash. Whenever I got upset she would interrupt me saying I was shouting, I couldn't finish talking half the time. This is not the service I expect from a supervisor, this was arrogant abuse and withholding assistance. If this is the caliber of the staff you employ in leadership roles then I am absolutely disgusted. If she was half as competent as she was arrogant, or even half as helpful I would have put up with her terrible attitude. How does someone like that attain a position where she is required to resolve problems of clients who are already unhappy because of existing issues? This was the most shocking, terrible service I have ever received.
Please go and listen to this call! Ref [protected]

I cancelled my children's accounts (two accounts) on 23 Nov 2017, paying the early cancellation fee and sent through proof of payments as well as signed early cancellation documentation to Vodacom.
Since 23 Nov 2017 I have emailed and even called from abroad where I live and have received many reference numbers but no one has contacted me from Vodacom and even after my pricey phone calls (39 minutes via my mobile phone from New Zealand) Vodacom continue to bill me over a thousand a month.
I am at my wits end and need to understand why Vodacom has not followed the process as I have done so and cancelled the two accounts. I cannot call Vodacom again as this is costing me thousands. I would need to be reimbursed since 23 Nov 2017. Please confirm what the hold up is and why I am still being debited? I cannot continue paying Vodacom every month for absolutely no service. I need to please speak to someone.

ihave this problem a week now. i was helped but they said it will take up to 7 days before solved which is still not solved, i am paying for a service that i dont have. yes i was credited with extra data but how can i use it if my internet is not working. i am losing money because of my internet thats off. i was contacted by a man who said he will refer the problem to profike and nobody called me to rectify the problem from your side. it was also said its because we upgraded in april and that is why my internet is off, i can believe that. i cant even go online to bank i had to hotspot a friend yesterday to have internet. i am losing my cool because of this this is bad service.