Vodacom

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

I pay by eft every month. More than what the invoice total is. Then January 2018 the block my contract. Went into branch, with all proof of payments, all before payment date and correct reference numbers. Helpful guy at the store told me that it will be fixed within a couple of hours. Then everything was fine again. Up ans until last week. They blocked my account again and handed me over to their legal department. Again I submitted via email and in person all proof of payments. Vodacom told me that October 2017 payment was not allocated correctly, they will rectify it immediately. Today is more than 7 working days, no reply, not connected, nothing and when I call they only tell me I must phone their legal department.

And they charged me reconnection fee in January, after they made the mistake. And they downgraded my credit record, and I did not miss a single payment, infact I am almost R300 over what invoices total up to ad as I round up to closest and pay flat figures.

Now it will cost me legal fees to get my name restored too.

This is by far the worst service I had ever encountered.

I made an offer to purchase a house, that they do not approve the loan because of vodacom.

I believe my smart L (iphone 6s) contract ended 27 jan 2018.
I was charged continually for both Feb and March and it is only on the 30/04/2018 statement that this has fallen away.
no one in your call centre could explain this to me at the time - why I was still paying for something I had paid off.
interestingly it then aligned on the 30/04 statement.
however, I had already elected to cancel with Vodacom due to this dishonesty.
I would like to be paid back for Feb and March please.

ELISABETH RIC HANSEN
ACCT: NA097502-1

Why can't I attach a PDF here?
contact me: elisabeth.ric.[protected]@gmail.com

I have a problem with my Vodacom account, I have not been receiving airtime since November 2017

All my payments have been up to date and the only time I had a problem was in January when I paid into a Wrong account which was later allocated after I had sent numerous emails with no response.

I need someone to tell me what is going on because all the people i have spoken to say that they do not understand why it is still closed.

i Have called Vodacom customer care (082 1946) 3 times today and i have not been helped,

I an still holding on the line its been 25 minuets on the line but I'm still not getting any help. Is this the way you do business? I mean what will it take for these people to finally help me. (a lady called Maria put me through to your supervisor which I still haven't spoken to)

The service is very bad shame and you people do not value your customers I will leave Vodacom and encourage many people to do so as well, you cannot be treating people like this!

The East-gate Branch is the worst the consultants are very rude.

FYI- I am still holding on the line its now been 30 minuets!

I am very disappointed with the behavior of ur call cente upgrade department. Today I received a call from one of your ll agent would was keep tell me to upgrade. When I told her I am not interested. She started to question me. I thought the customer is always right. Guess that's not with Vodacom. I have been with your from 2003 till now. I think I will be definitely cancel the contract and move to a different network. Sad and disappointed by employee work ethics.

In 29 June 2017 my contract came up for renewal.
I called the Vodacom call centre to renew and was put through to Joseph Hlope - Joseph.[protected]@bytes.co.za

I decide on a Smart L package for 36 months. This package included 600free minutes airtime, 600 sms, 1GB data and 1 GB data free for 24 months

In addition to this I had always had a My Gig 2 package with a separate Datasim on my existing contract which I use in my laptop.

The instruction to Joseph was to just carry that over to the renewed contract and billing

so I would land up with the Smart L package and the My Gig 2 package on one bill.

I received my first invoice B801627511 in August 20017 which was correct. Thereafter the data bundles where removed from my billing and I have been charged astronomical data bundle rates which no one could explain to me.

I have been calling the call centre every month since and every month they have processed refunds but not full amounts and just for portion of the bill.

I have no recon showing how they come to the figure they are refunding and still believe that I am being ripped off monthly with out of bundle rate chargers.

After numerous complaints which is still ongoing for the same issue, I was told on the 24 November 2017 the matter was resolved and that I would be given the My Gig 2 package free for the next 24 months

ref: A2-6KE6-AP1110

as months went on the 2 Gig was not applied and I was billed for 1 Gig which I should also be receiving free on the Smart L
and I am still fighting.

I have kept all my reference numbers and sms confirmations but still have not obtained a solution on this.

I am frustrated to say the least. And knowing that Vodacom has reneged on the agreement I entered into they still feel no shame in suspending my line when I refuse to pay for the bill if I am in the process of disputing the billing.

I expect the matter to be dealt resolved and my monies that I have been overcharged with to be refunded immediately, the same way they expect payment.

Truly annoyed.

Good day 29 March 2018, I bought Xiaomi Redmi 4A Smartphone, I got the phone but there were no headsets inside the box. Sales person by name of Portia told me they will order the Bluetooth headsets of the phone for me, I must come the following weekend to collect them, ever since then I've been going to Vodacom Ga-rankuwa to fetch my headsets for the phone, till today I haven't been sorted, I called Vodacom queries line, but I was told to ask the branch where I bought the phone. I'm getting frustrated as no one has answer for me about where will I receive my headsets

I received couple of messages on my cell number for an upgrade clearly stating my number . There was also a message my line can be upgraded to a Vodacom Red Plan. I was very excited so I went to the store on a Sunday to be upgraded. I gave the sales person my number and wanted to be upgraded to a specific phone. They did not have stock and he told me he can get it in 3 days time. I received a call on Wednesday my phone has arrived. I went in on Friday to get my phone. Sales person was not there so I saw someone else. All my documents were prepared before I arrived so I needed just to sign. The initial cost was high so I asked him why, he said I was changing my package . I told him I was not and already on a Smart S package. He said ok, so he just scratched the amounts and changed it for the upgrade charge. He said I don't owe any amount on my line and to sign the zero balance.I intial the amounts he ammended. I got my phone, I asked the guy to move my contacts to the new phone . I also needed to do a sim swap because it took a different sim card. It was going to be done on the next day. The next morning received a message from Vodacom thank you for your upgrade with a different number. I was under the intention I was signing the contract on my number. I called the store when they open to say, there was something wrong with the contract and they should not do the sim swap. I went to the store thereafter and spend 3 hours there with initial sales person. He said my phone number does not qualify for an upgrade, and he has done the upgrade on a linked line .He did not contact me to discuss this .He assumed I wanted the upgrade to be done on that line. That line was due for a upgrade 6 months ago. I did not want to upgrade that line because it because it belongs to my daughter. I wanted to keep her in that specific amount. I spoke to customer care they could not help. I wanted to cancel the contract. They said the store needs to do that. There was no manager in the store . The sales person said he will sort it out on Monday when the manager comes in. I call Sunday to speak to him to tell him this is bugging me and we need to resolve the issue. He was not there and was only coming back to work on Tuesday. On the Saturday he told me he in on Monday. I left a message for the manager to call me on Monday. Waited the whole day no call. I called him at 4.30 on Monday. Explained the whole story. He said because the phone was opened he can't do anything. Explained I did not use the phone. The sim card was not even put into The phone. He said he was not in on Tuesday and will call sort it out on Wednesday. Wednesday came, no call . I rushed there after work only to hear manager not in today. Call him on Thursday lunch time He said it has been submitted for it to be reversed. It was declined. He said he is confirming with someone else and will let me know.I phoned customer care, they said they can't help. It was not a online sale and I need to speak to The store. All i wanted to know if this was submitted by the store. There is so much more to this, I want a manager, not a team leader to call. I need to resolve this issue. I went to the store on Saturday, manager said he got the response from Vodacom the contract cannot be reversed. I said ok, transfer the package to my number, I agreed to pay the handset cost for the next two months but the said they can't do that as well. I have spoken to almost 10 people explaining the same thing . someone needs to resolve this issue.

I was recently contacted by Vodacom with a offer of a Router device with a 60Gig plan for R309 per month. Vodacom said that it is part of their rewards program since I have been with Vodacom so long.
I do have another router with a 20Gig plan for R309 per month but this salesman sold me another router for as he said"exactly the same amount" as my other plan but with more bandwidth.

When the router arrived, I eventually got it to work after some issues with the pathetic after sales person with NO technical background whatsoever.
Well, I then noticed that I was signed up for a 5Gig plan and NOT A 60Gig plan. When I phoned again to bring this under their attention they said that I will have to pay for pro-rata usage of the device until cancellation has happened. This will take approx. 10 working days.

This is really bad service. When I phones the after sales and spoke to linda ntshdu she just told me to cancel the contract.
I plan to cancel all my other contracts with Vodacom and rather use Telkom since they offer better SERVICE even if the rates are a bit higher. Vodacom service sucks.