Vodacom
reviews and complaints

I obtained premature cancellation quotations in June 2017, paid the quotes, and returned the documents to Vodacom immediately, along with proof of payments, ID etc.
Vodacom however continued to deduct amounts via debit order in spite of my queries, and notwithstanding me having resubmitted all the document again in August, 2018.
Eventually I had to instruct my bank to stop any further deductions, and since then I have had a series of emails between myself and Vodacom in which the documents have been submitted a 3rd time.
In March I received a letter from Vodacom indicating that I owed them money, so I asked for the information to support their request. I have received it and have responded with all the information proving premature cancellation and payment and submission, yet again.
A further 6 weeks has passed since then but I am unable to get any response from Vodacom as to when this matter will be resolved.
This is quite disgusting for a company the size of Vodacom.
Can anyone suggest how I should handle this?

I cannot receive phone calls or sms notifications, I have spoken to 2 customer support agents today 8 May and both advised me that the back office is busy synchronizing the network. Not sure why was I not informed that this is happening. I cannot do online banking since I do not receive my on-time pin via sms. This is totally unacceptable, customer support cannot help, back office is doing what they can, will take 7 days.. this is the answer from them...there is no email address only numbers to dial and same story. will be changing to new network as soon as I can.

I have a debit order on my account that goes off the 1st of every month..never ever was it declined due to insufficient funds..yesterday i applied for another line which was immediatly declined saying i owned money..after n 100 calls being send from here to there i was informed that i was suppose to pay 1500 but only paid 1200.
Who fault is this..i dont put the debit order trough vodacom does..and even i did not apply for something new i would not even be aware of this..this is also not the 1st time..now i need to go back to the store tomorrow to pay in another 200 plus..they did not even gave me this option in the store..they only said they dont know what to do..

2 and 'n half weeks ago on a wednesday we took out a contract for a laptop they said it will be here 3 working days on that friday she told us the laptop is back order( did not know what that meant untill i went to google it) she said they are waiting almost a week after that it took US! to go to vodacom to ask were is the laptop and they said sorry its out of stock...so then we said leave that laptop we will choose another one so we did few days after that we did not hear anything from them no conformation that this laptop is in stock or not soooo today we went to vodacom AGAIN! To ask Again were the laptop is and her response " oh sorry i forgot" i mean really were is that customer service or client etichet. So the point is she could have asked us that friday if we want to wait for the laptop that is on BACK ORDER or do you want to choose a different laptop. Why is it taking us to go back 3 TIMES! Today we sat there untill she start phoning headqauters to ask if that second laptop is in stock or not! If the laptop is not here by Wednesday like she said I WILL take things further

Good day

I took out a contract phone with Auto page a few years ago I took insurence out on my sony Z2 my phone was send in for 2 claims so they gave me new phones sony Z5 so when Auto page closed down it was time te renew my contract so I went to vodacom insted of a phone I took a laptop I asked the lady to keep the insurence on my Sony where she said its fine and kept it on my sony Z5. My phone broke and I send it to vodacom for repair where they phoned me by telling me I dont have insurence on my sony Z 5 its on my vodafone wi fi so I went to vodacom they went through my folder and saw that cellsure moved my insurence to my vodafone without consulting me about it according to vodacom when removing sim from device the insurence gets cancel but the sim was never removed out of the sony Z5.

If someone can please consult me about what to do about this situation.

[protected]

Hi there,

I have a major problem with Vodocom! I went in to a branch and spoke to a consultant who stated i needed to call the vodocom Legal department regarding the outstanding payments on this phone. I cannot get through to legal! Firstly, secondly the customer service people just say " You must pay your account" They dont advise or anything. They offered me a 2 month payment plan - THAT IS there ONLY option or pay it all! They wont let me cancel insurance or anything to bring the monthly fee down until the full amount has been paid, so this bill is just ringing up monthly.
The issue with this phone - Yes it may be on my name but i am NOT and have never been the payer of this phone. Vodocom has Anthony Milner as the payer - if you check your records he has ALWAYS been the payment person. He also had 50/50 authorization on this contract. If you check your records you will see this.
He is now refusing to pay, and now Vodocom is asking just me for the money. Please can someone assist me. Surely with him being the sole payer on your records it should count for something?
Please dont give me the same advise your customer services people have. I would appreciate you to look deeper into this account and query and give me some advise.

Await your response. Thank you Petra
lcoach.[protected]@gmail.com
[protected]

About 4 weeks ago, i handed my phone in for repairs at your Cape Gate Branch after a consultant telling me that my port was damaged and needed to be replaced. I paid for a data back of R299 before proceeding. it has been 4 weeks now and I have been shoved from pillar to post. The vodacom repair centre, didnt bother to leave a message on my cell phone, they called me once from a private number, and sent me one email advising that they cant do a back up (?) - there was no charge to this repair as the phone is still under warranty - of which i had already done in the branch, and then returned my handset to Cape gate branch. After Ulrich the manager contacted me there, and I told him that i needed my phone fixed. Let me advise you that i have not received nor had my handset in my possession for the last 4 weeks. On the second time the repair centre received my phone to repair, THEY NOW ADVISED that it would cost R2600 to repair I was fuming at this stage. when i contacted the repair centre, they advised THAT THE PHONE HAD BEEN DAMAGED since the last time they saw it, and now it would cost me R2600 to repair. I have never had the handset in my possession from it being "send back and forward " to the relevant branches. I urgently requested that Riaan from the Repair Centre please contact me to discuss this matter. No response ever. I then spoke again to Ulrich the manager of cape gate, whom advised me that he would speak to the Manager at the repair centre and get back to me on the 4 may 2018. I am still waiting. !

Ref account S017117-330897. Need your urgent help.

I purchased last year a contract for wifi from Vodaom South AFrica for my flat in Capetown at The Sandown. My rep was a Mr Chad Butler. I told him that I diddnt want a 2 yr contract as I only live there 3 months of the year and the flat would be rented out and the tennants would set up there own wifi .
He gave me a contract where as I paid a higher installation fee of R899 instead of the usual R499. I could cancel at any time I took this one and wanted not to pay on debit order, unfortunatly he said I had to .
I cancelled end of Jan to reflect end of Feb as stated a one month cancellation and requested my debit order be cancelled.
I spoke to a lady in the accounts unfortunatly I dont have her name. she said I had to put it in writing which I did to the address she gave me.
I received a reply saying that, my request was acknowledged. Well that has not been the case. I have sent so many mails and i get no answers. I am extremly upset about this as i would never ever have enterered into something where a company such as Vodacom whos name I would trust normally only to find such poor comunication to its customers no help at all.

I please request that someone acknowledge my request as I have written to Mr Butler as well and nobody gets back to me.
I am unable to phone as I am not in South Africa and cannot find any number from overseas.

Good day
On about 15 April 2018 I took my Samsung S7 phone to the Vodacom shop to have screen fixed as it was cracked due to drop. At the shop the attendant took the phone and had me signed a form for insurance purposes to determine access payment. On 21 April 2018 I`ve received a call from the insurance stating that I had to make an access payment of R150.00 which I did the same day and mailed proof of payment to cindy.[protected]@vodadealers .co.za as requested by the insurer. on 26 April 2018 when I queried the status of repairs on my phone I was informed that the repair shop have not received my access payment proof, I mailed the proof again to the vodacom shop attendant (vodacomshop.[protected]@vodacomdealers.co.za who admitted receive via text message) on 26 April 2018 who informed me that she will make sure that she forward the proof to the repair shop in polokwane. I contacted the vodacom shop in lephalale again today 4 May 2018 to request the status of my phone repairs and again the attendant said she will contact me later after ensuring delivery from Polokwane repair shop. After a while the attendant phoned me back informing the repair shop replied they are still waiting for my access payment, therefor my decision for this complaint.

I had cancelled my contract with Vodacom in October 2016, after the 24 month contract expired. Till today they did not stop their stop order from my bank, and deduct e3very month a premium, but on end of April 2018, they deduct R217, for what I do not know. I had phoned the customer care several times, and sent e-mails, but they keep on taking money out my account. In my eyes it is theft, and I am not going to tolerate this any longer. My request is that Vodacom immediately stop taking money out my account and refund my money for all the months, plus interest. I do not get any feedback from them as they also said on phone and on their automated response at my e-mails. What a poor service.

[protected]. My contract airtime of has been gradually depleting without me making any calls for the past 2 days. Another issue is i bought data of 500mb then the sms says i have also bought 5gb for r25 once off. There are no options not to choose this 5gb just the ok button. I want my money back. Stop using fraudulent marketing/sales practices. People should be given the choice to further buy your product not automatically deduct a persons airtime for data i did not request for. You will lose me as your long-term client if you continue such blatant theft.

Good I have a complaint I phoned on the 23 March 2018 about my account so I changed my banking details and they told me they are going to deduct from my old account so I arranged with my employer to get my pay in my old account then they deduct it from my new account so I was not happy because they told me they going to deduct it from my old one so I phoned them on the 30 March 2018 and arrange to stop the debit order the guy said it was fine and that they are going to stop it yet again they fail and yet again I get a penalty fee because they fail to tell me everything and he told me he is going to phone me back with a reference number and never got any phone call so this month they deduct it yet again and it didn't go off so I phoned them and I complained and again another storry and the line went down

My contact details
[protected]@gmail.com

Dear Vodacom

I am a customer of vodacom and the service I am receiving by vodacom and its employees is ridiculous.

My issue began when an employee of vodacom at the store at forest hill city paid the my installment into the wrong account. My number is [protected] about two years ago this number was a contract of my husband and cancelled once its term came to end. The consultant asked me is its the contract for Ashley James I told him no its the one for shaaiesta James then he said oh I got it and I asked him about 3 times is it paid into my account not my husbands and he said yes. But he still paid the money into my husbands old account.

In January I had taken a contract with vodacom on the same number but under my name. The consultant at vodacom had paid the monthly fee in to my husband old account.

Upon receiving an invoice from vodacom I immediately went to vodacom store at forest hill city the manage sent an email to [protected]@vodacom.co.za stating that the money was paid into the incorrect account.

Nothing has and had been done to credit the funds into the correct account.
I have called vodacom customer numerous of time the last call on the 25th April the consultant had told me that I should go back to the store and request a refund so that I can deposit the money into my account for it to be debited.

I went to the store on Saturday 28th April 2018.
I spoke to a consultant there at vodacom forest hill she had then informed me that the manager has to authorise the refund and he is out at the moment she had then called him telling him that there is a customer that is in need of his asisstance he had told the consultant that he is at the bank and will be there shortly.

40mins had passed and he did not return. I requested that she the consultant please call the manager as I had places to go to and cannot wait there any longer. Upon the second call the told the consultant to tell me that I should email vodacom she had then told him I have already emailed p.o. p and nothing has been done I need a refund the Manager then told the consultant something that upsetted her and cut the call before cutting the call the consultants words were TK please listen to me Tk the customer needa your assistance.

The manager then called and spoke to my mother as I was in no mood to speak to him and told her a lot of nonsenses.

I am extremely disappointed in the service I have and still is receiving by Vodacom and its employees. The level of service is beyond ridiculous.

I need action to be taken at the manager called TK at vodacom shop forest hill city and also for the funds to be redirected into the correct account. TK is a rude arrogant man. That think he is a boss just because his a manager. That uses working hours to get personal errands done.

When one miss a debit order then vodacom is quick to call and tell you crap but now that there made mistakes and need to rectify it they take they time and also wastes customers time.

Please vodacom stop employing incompetent people as we customers pay to receive good service.
You guys advertise that yourl are the number one network. From my experience you guys are the worst ever. Stop false advertising and start giving what is promised and improve on customer service

In February 2018 I phoned to cancel my contract I was convinced to upgrade to a better deal with a free router and 5GB of data for R99.. 3 weeks later the router had still not been delivered and the data not upgraded, I followed up and the person who did the upgrade messed up and they assured me it would be sorted out and I would get the deal offered. This did not happen and I phoned to cancel on 29 March again I was promised it would be sorted out. A Month later I followed up and was told on 30 Apr it would be sorted out.. I phoned on 1 May to see if my data had been upgraded and they said it had not and told me that Ithe original deal I accepted was no lo Fer availabile. I am I threatened to cancel and I was told I would have to pay for the next month anyway... I said I was not happy with it and the call was cut off.. I phoned back to find out what was going on and they said a cancelation was activated on my contract although I had not confirmed... The lady put me i on the hold to find out what was happening and I was cut off again... No one has called me back...i cannot believe the shocking service from Vodacom

I requested premature cancellation of my Vodacom mobile phone contract on 16 October 2017. Upon receipt of the cancellation quotation, I promptly made payment of the full quoted amount, completed and submitted all necessary documentation and proof of payment to Vodacom Retentions same day 16 October 2017.

On 1 January 2018, an unauthorised amount was incorrectly and illegally debited by Vodacom from my bank account. Despite numerous phone calls, being pushed from department to department, emails, more phone calls and a number of unfulfilled promises by Vodacom staff, I have not been refunded the debited amount.

The above problem has arisen due to the fact that the person at Vodacom Cancellations failed to cancel the contract on the Vodacom system upon receipt of the cancellation documentation on 16 October 2017, despite my request to confirm cancellation by responding email accordingly, for which I have proof of this correspondence.

Due to the fact that Vodacom Cancellations failed to cancel the contract correctly on their system in October 2017, I received a further invoice to my account in December 2017, some 2 months after I had made payment of the full quoted premature cancellation amount and submitted all required documentation to Vodacom Cancellations accordingly.

I contacted Vodacom Cancellations immediately after receiving the additional invoice in December 2017 to query this issue. The representative at Vodacom Cancellations admitted during this conversation that they had failed in performing their job in the correct cancellation upon receipt of the attached documentation on 16 October 2017.

Despite me contacting Vodacom Cancellations regarding the incorrect invoice, the unauthorised was debited incorrectly and illegally by Vodacom on 1 January 2018.

I immediately raised a dispute with Vodacom and was subsequently pushed from department to department, first Customer Services, then Cancellations, then Accounts, then back to Customer Services.
Some 10 phone calls later (from the UK where I am currently residing), the matter is yet to be resolved and I am yet to be paid back the funds illegally debited from my account.

I was again promised full reimbursment by 17 January 2018 during phone call to Vodacom Retentions on 13 January 2018.
During this phone call, the Vodacom consultant promised that the above amount would be paid back into my account by no later Wednesday 17 January 2018.
Please check your voice records to confirm this phone call on 13 January 2018 in which the above promise was made.

Over the course of this year, I have made numerous follow up calls and emails to Vodacom Retentions, as they had promised me this would be resolved To date no payment has been made.

This is simply unacceptable. This is an error on the part of Vodacom and NOT the customer.

Following my first post to Hello Peter, I was assured by Vodacom that this matter would be resolved. This is what happended...

I was contacted by Vodacom Retentions on 16 April 2018. Their response ... "Please note that both your lines are cancelled and credits were done due to late cancellation to balance the account. Your account is up to date and you do not owe Vodacom anything ."

I responded same day to explain to why the above statement is incorrect.

I have since sent through to Vodacom Retentions all relating documentation including the two incorrect November and December 2017 invoices. No response. No acknowledgement of receipt. Nothing.

I have followed up with 3 subsequent emails requesting a response or at least an acknowledgement that my email has been received. Radio silence... No reply at all from Vodacom. Nothing.

It's absolutely pathetic. This is clearly an intentional tactic used by Vodacom to steal money from good South Africans. Here I am over 4 months since the incorrect debit and still no refund. It's blatant theft.

I took out a CLOSED Data contract with Vodacom in 2015. My monthly installment was R95.61. On 31 Oct. 2017, an amount of R2 510.31 was deducted from my Bank account. When I quarried it, I discovered that my contract had been changed to an OPEN CONTRACT in June 2017 without my permission!

I sent an email to Vodacom's Fraud division informing them that a certain Mr. Pillay apparently phoned me on 19 June and made the changes to my contract and that I insist to listen to the tape regarding this incident . Vodacom refunded me with an amount of +- R1700, but my contract was never rectified. I went to our local Vodacom shop and asked them to rectify it. The lady who helped me, made a sim-swop and told me that my contract is CLOSED again. This was NEVER DONE, though and another large amount was deducted from my account. I went to my bank and reversed the payment.

Now Vodacom Blacklisted me and I do not know how to clear my name! I am so dissappointed and frustrated, because I do not have the money to see an attorney. This is unexceptable and very unfair!

I hope you can give me advice on what to do.

Antoinette Scholtz

Its now the 29th april - and 13 april I posted my disgust... To date not even a response! So! No [censored] was posted by me. I spoke the truth! One of sa's most pathetic companies!

My post: 13 april 2018 -
We have 3 vodacom cell lines with vodacom.

The time came in august 2017 when one of the lines 072 060 * was due for an upgrade. This was put on hold and the contract ran its course to completion and went onto month to month.

In feb 2018 the line 084 657 * which was due for an upgrade was done through a local agent and not online. This is where the problem started. The 084 657 * number was upgraded to the 072 060 * number, in other words escalated into a massive bill for handsets etc which should never have happened. From feb to march 2018 after how many phone calls, reference numbers given, which by the way was told not valid when the next call was placed and number given, and the all time favorite word/sentence of vodacom's time, "your call has been escalated" pushed buttons whereby I am still holding myself back from using choice language but refuse to be dragged down into the absolute pit of useless call centre staff, line supervisors and whoever sits perched on the hierarchy system of a once useful company that is slithering down a slippery tube of pathetic, void of service and lack of problem solving abilities that vodacom is now becoming known for!

Around the end of march 2018 the so-called mix up of the upgrade and fees payable seemed to have been sorted but I am still not convinced and awaiting to to see what is happening over the next month or so. Vodacom call centre even phoned to say they were giving us r3k that we were overcharged... Like wtf! (we said to them, no! After the last normal payment beginning april 2018, it would have seemed the overcharge was sorted, the correct - normal billing amount was paid and that was it) but if vodacom want to give me free money again in future, I might just take it!

Then! Now in april 2018, it was decided on the line 072060* which was due for an upgrade in august 2017, we would now upgrade. Even though the ug sms kept coming back saying "there was a problem with getting my upgrade details" (that was because of the 084 upgrade cockup), an online application was done, reference numbers given by vodacom etc. And it went off successfully. The primary owner of the account was contacted to verify the order and when asking vodacom as a matter of interest what number had been upgraded due to the past problems we are told the 084 657 * had been upgraded! And not 072060*.

Now! How does that work! You can't get things done properly at an agent on the ground, neither can you get it right with an online app! We have not received the new upgrade handset etc, and will not sign for it if it does arrive and also the problem we were told... You guessed it: "has been escalated" and as of today, nearly a week later have heard nothing! I am sick and tired of this total disregard from vodacom and as far as I am concerned, I will stay with my old month to month contract and vodacom can go get stuffed! After many years with vodacom, this is a very poor show!

My third contract number 072 970 * is coming up for an upgrade and guess what! There will be no upgrade with vodacom! I'll make sure of that! I will continue to do research, homework, suss out other providers and could switch and migrate anytime plus I will continue to slate vodacom and their pathetic service to all and sundry every chance I get. Why? Because its my right and its also the right thing to do! The social media platforms are wonderful tools to use and believe me, I use them!

I note with GREAT DISGUST that you have charged me and deducted from my account an extortionist amount in access of R4000.00 relative to your claimed activities beyond data-credits that i had signed up for on my data account [protected] that should not cost more than R169.00 per month. My disgust results from the fact that:
1) in October/November of 2017 you had an even greater extortionist charge in access of R7000.00 on the same account. When i queried the amount and evidence for what you claimed I had used you simply "refunded" R3000+/- out of the total amount as if you were doing me a favour.
2) at the time my airtime also mysteriously disappeared and your non-compelling claims, for which you could again not produce any evidence, was that i had signed up for some mobi(?)- nonsense - which I, of course, (and is the case with many millions of other South Africans) did not sign up for. That same afternoon I noticed a number of cancellations of puerile and gross mobi content which i did not even know was linked to my account.
3) The kind lady (a certain "Hermia") who took my enquiry-call also undertook to set a cap on my data usage so-as to avoid your extortionist so-called "out of bundle" pricing. IT SEEMS AS IF THIS WAS DONE ONLY FOR NOVEMBER 2017 UP TO FEBRUARY 2018, or perhaps not at all. Your message to me, trying to placate with the "refund" mentioned above, followed; however with no explanation or evidence of undue and unwarranted usage of data on my part.
4) Then March 2018 came around and you AGAIN charge me for (what you claimed to be additional and unwarranted "out of bundle" usage (the amounts reflected on the attached invoice), despite the fact that I had requested in November 2017 that the data-usage must be capped.
5)When I became aware of this latest extortion I took time to visit your vodacom (voda-CARE?) shop at Menlyn with my complaints. The assistant took details and sent an email right there in my presence. I have yet to receive a response to that plea. THE ONLY RESPONSE THAT I NOTICED ON MY PERSONAL BANK STATEMENTS IS THAT YOU WENT AHEAD ANYWAY TO CHARGE YOUR EXTORTIONIST AND ILLEGAL AND UNETHICAL for data-usage that (1) i cannot take responsibility for since I had requested capping of the [protected] number.

The media-evidence shows that vodacom seems to only respond if exposed on facebook or twitter. It seems as if this is the only route that we can follow in order to gain some respite, respect and retribution.

I am awaiting your response, then I will decide what to do next

This Fraud happened in December 2017 at the North Gate branch. It was reported in January with all the
the needed papers. No answer from Vodacom since.
My son is working overseas to make some money and now he has to pay an account of a thief who upgraded at a vodacom shop in North Gate, using my son's id. Clearly an inside job at your branch. This case has been reported quite a few times. Ref EC - 1J89 - 2PAD2M Van Zyl / AO4 At the time of this illegal upgrade my son was working in Singapore.

PLEASE help!

H.J.Steyn (father of son, J.H.Steyn)[protected]

hi. Alice town has not had network since Wednesday please Kindly fix it because a lot can happen and your team will not want to be held responsible for this. my contact number is [protected].

could you please Kindly fix for us as this is an inconvenience that is giving us an impression that you guys are not alerted or keen to help us. I have tried contacting your team on twitter but still no help