Vodacom
reviews and complaints

I originally logged a query with Vodacom regarding my data sim content service billing: Reference #6867841, earlier this year. This billing occurred from November 2015 until May 2017. These are data sims and should never have had telephone related content service billing added to the invoice at all.

Vodacom informed me that the service to which my sim was subscribed, was administered by Mira Networks, and that I should contact Waspa and Mira Networks. The subscription was terminated.

I contacted Justin and Brandon at Waspa (tel [protected] and email [protected]@waspa.org.za). Waspa referred me to Princess Maduna, at Mira Networks (tel [protected] and email [protected]@miranetworks.net),  who has been very helpful indeed. We established that my five data sims are all billed as [protected] but they have different numbers. I was unaware of this. The numbers are as follows:

[protected]
[protected]
[protected]
[protected]
076 248 1850

The Mira Networks subscription was for data sim [protected]. It was for a smartphone service called Funlazio. This sim card is a data sim only (it has never been in a phone). It is installed in a 3G Wifi modem. Megiel Coetzer,  logged into our wifi network with a Samsung Neo Pocket with phone sim number [protected], and subscribed to the Funlazio service. My data sim was billed instead of his telephone sim.

I contacted Funlazio (Reference LTK122120168010437X). Funlazio is based in Amsterdam. They have provided me with a full refund for R3012.00. (Email address info.[protected]@idnasupport.com). 

However, Vodacom has billed me R6504.01 in total for content services. They have said the only service that was billing me was Mira Networks. Mira Networks say they have only charged me R3012.00 and I have been fully refunded.

R3492.01 worth of charges are unaccounted for. Vodacom should refund me this amount if there is no other record of a subscription on my data sims. I initiated a second query with Vodacom Solutions Department (Ref: S4ONYZW-WKU06), at the beginning of June. The response to this complaint was that the content service billing has been terminated. I KNOW THIS. THIS IS NOT HELPFUL.

On 14 June I spoke to Tshepiso Makgale in Solutions in Johannesburg. She provided me with her email address: tshepiso.[protected]@merchants.co.za. I emailed her details of my complaint, all my invoices, the data record from Funlazio, and the refund email from Funlazio. I followed up with her via email on the 19 June and she said she had escalated my query. I have received no further responses. I have emailed Tshepiso on 22, 26, 27, 29 June and 4 July. I have also tried to reach her telephonically via the call centre with no success. 

Here is a summary of the charges on my account:

Dec-15
6, 00
Jan-16
428, 87
Feb-16
402, 88
Mar-16
369, 88
Apr-16
338, 90
May-16
453, 86
Jun-16
361, 88
Jul-16
353, 90
Aug-16
382, 88
Sep-16
441, 86
Oct-16
357, 89
Nov-16
416, 88
Dec-16
381, 88
Jan-17
330, 90
Feb-17
188, 94
Mar-17
6, 00
Apr-17
1072, 67
May-17
207, 94
Total
6504, 01

I have copies of all of my invoices for my data sims and the data record from Mira Networks, related to this subscription. I also have a copy of the refund email from Funlazio. (Unfortunately none of these are in photo format to be attached to this complaint).

Vodacom has overbilled an amount of R3492.01 in this regard. (R6504.01 less the refund I have already received from Funlazio of R3012.00).

This content service billing is fraudulent as these are data sims, and I never subscribed to any content service at all.

Kindly refund me. 

Regards
Victoria Roets 
[protected]

On the 5th of July I paid my Vodacom account in full and shortly afterwards I received an sms were they confirmed that they did receive payment and that there is no need for me to submit proof of payment. On the morning of the 6th I phone them to ask when my line will be unblocked and they informed me that it could take up to 24hr's. This morning I phoned again and they indicated that it will take 2 hrs, after two hours I phoned again and they indicated that it would take 2 - 5 hrs. After 5 hr's I phoned again and I only got a voice prompt telling me that they have picked up I phoned a couple of times during the day and that I must leave my number and they will get back to me. Just after 17:00 I phoned their customer care line and they informed me that there is nothing they can do as their accounts department closed at 17:00 and I must wait until tomorrow. WHAT REALLY BAD SERVICE.

Good day
Content services were billed on my account without any request or authorization from my side. It was done on my data line [protected] which I only use via a modem stick for email and occasionally Facebook. I've contacted Vodacom on 13th of June 2017 to log a call. I was told that Vodacom can do nothing about this and that they also cannt supply me the name of this so-called supplier. I was told that the call will be logged with the WASP team who will contact me within 2-3 days. No call from Vodacom. I specifically requested the response to be on my pay as you go number as it is a data line. On the 22nd of June 08h30 I spoke to customer services (Thato) who was very friendly and helpfull and he confirmed that the call was logged incorrectly and logged it again ref [protected]. I told him that I cannot afford to pay additional moneys as it is R590 plus VAT. I also will not, out of principle, pay that. I told him that I want it sorted on Monday. Tuesday at 12h25 on 27th of June I phoned again only to be told by Nyanga they will only have an answer ready by Thursday the 29th. I was very unhappy with that. On Thursday I phoned in and was told that an email was sent to the supplier and they are awaiting the response. I told the person again that I will not pay my account nor upgrade if this is not sorted and credited on my account. I will rather then move to a different supplier for my cell phone and data needs. I've received no further communication except an automated phone call with recording about my outstanding amount to be paid starting ironically with "Dear VALUED customer"
Well then, what would you do, recommend Vodacom?
As stated to more than one person in client services I want to post this on Facebook and Hello Peter as I cannot see my way to resolve this. I still did not do this but plan to do this by next week latest. I do not like to do it but if it's is the only way to be heard, what else?

Thank you for your time
Ester Brink

I have logged a query with Vodacom in 2016 regarding a cellphone number that has been charged over R18000.00 while there is a R50 limit on the account. They don't respond and give numbers where its not working. Now handed me over to their legal department and don't answer the simple question on how do you send a bill of R18000.00 if a limit is setup. I will not be paying this account before they sort this out.
Below are a copy of the Hellopeter.com review:
No response or feedback
Phoned the ********** number provided now and Vodacom System is off line please phone back later. 
 
 
Dear Wilma
 Thank you for your email.
 Kindly ask the account holder to contact us with regards to the query.
 Contact can be made via email or by calling ********** . 
Regards,
Cashandra Grosch

Customer Care
eService Team

On 2016/12/15 09:41 AM, Wilma Alberts, wrote:
 
Good day,
Received the new bill of over R13000.00 and the line is now suspended.
No phone call or update received till today.
Kind regards
Wilma
 
Good day Wilma
 
One of our Senior Consultants is still busy with this matter. I have however requested he contacts you with an urgent update.

Regards,
Junaid Hansby

Customer Care
eService Team

On 07/12/2016 10:17 AM, Wilma Alberts, wrote:
 
Good day,
I have had no feedback or call regarding this.
Please could this get your urgent attention
Kind regards
Wilma
 
Dear Wilma
 We acknowledge receipt of your email.
 Please be advised that a service request has been logged to our Senior Consultants at the Back Office for assistance with your query.
 The reference number is 1- ********** 08724 and feedback will be provided within 24 to 48 hours.

Regards,
Mthuthuzeli George

Customer Care
eService Team

On 2016/12/02 08:20 AM, Wilma Alberts, wrote:
 
1.**************
2.1st of the Month
3.Standard Bank, Cheque account
 

Wilma Alberts
 
 
Thank you for your email. Your reference number is: 003S~SCR4
 
 
Please note:
This is a system-generated email that requires your response in order to be processed. After that, a Customer Care agent will contact you within 24 hours.

Protecting your Vodacom account from fraud is important to us, so before we can help you with your query, we need to verify that you are the owner of this account.

Please reply to this email with these three bits of personal information:  
1.ID number or Company Registration Number for corporate accounts
2.Debit order date
3.Bank name and account type
Want to help yourself and skip the call-centre queue?
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Thank you,
Vodacom Customer Care
 
Find out more about 31050 Keyword SMS options  
Contact Details  
 
 
 
Vodacom 2016 
 
----- Original Message -----
From: Wilma Alberts 
Sent: Friday 02 December 2016 6:13:23 AM
Subject: Account I **********   
 
 
Good day,
I have phoned to activate a limit of R50.00 on my son’s account the beginning of October 2016 after receiving ridiculous bills as we do have unlimited Wi-Fi at home.
Now I have received an account of R18462.43 on his cell phone number 079*******.
I am want to know in detail how do you get this right?
This is totally unacceptable as this is an error on your side and guess how has to pay the price?
Please rectify this as I will not be paying this.
Kind regards
Wilma Alberts

Dec 19, 2016
6 months ago
Official business reply:
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing scams.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team

Jan 3, 2017
6 months ago
wilma-alberts:
One phone call received the Lady told me she would phone me back last Wednesday the 28th of December 2016 but no feedback yet

Jan 5, 2017
6 months ago
Official business reply:
Good Day  
Thank you for making us aware of your complaint.
We are sorry to hear of the circumstances under which your posting has reached us.
As per our discussion, I have been in contact with you and believe that your matter is now resolved.
I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.
Kind Regards
Kulsoem
Vodacom Escalations Support

Jan 10, 2017
5 months ago
wilma-alberts:
No this has not been resolved you have not sorted out the problem and haven't contact me

Jun 30, 2017
1 week ago
wilma-alberts:
Unbelievable this is still not sorted out till today! Who can this be escalated too as till today I  am receiving a bill that I will not be paying until this is rectified.  Please could you fix this account and send me an update? I am really dissappointed by this, this is truely a bad, bad reflection on your Customer Service.

After being a Vodacom customer for over 10 years. I feel that I've been treated with disregard. Just because I've been unable to pay my account because I've been unemployed.

Even though through my most difficult times I've always endeavoured to pay my account.

I needed this number to get me back in a position of employment again.

Please be considerate. Wherever I've send out my CV has this number and some of them might have contacted me on it.

Even if you convert the number to a prepaid.

I took an Acer laptop/data bundle on contract from Vodacom early in 2016 for my son to use for Varsity. Soon after he started having problems with the laptop not accessing the internet etc. I took the laptop back to Vodacom who then contacted Acer and then I was told I had to first delete all programs and saved data from the laptop before they would take it in to assess. This meant all his music, photos and Microsoft had to be deleted. The laptop went in and they had to replace a component. Now my son had lost all his photos and music and we had to reload Microsoft again.

In a few months, the laptop started giving problems again, went back to Vodacom and they said it must be sent in to Acer again (Vodacom did not check anything). Another few weeks without a laptop and then it gets returned and I am told there is nothing wrong. This was now near the end of 2016. So I believed them, what could I do? I thought maybe there was too much saved on the laptop and it was just slow. I decided that when I had some spare cash I would then buy an external hard drive or see if additional memory could be added to speed it up. Meanwhile my son used my laptop when I was home to complete assignments etc.

Then it was holidays and 2017 began. My son was offered a working year stay in Australia so applications for VISA etc made time fly by and last was week final preparations so I took the laptop into Matrix to ask them to add memory and they phoned me a few hours later and said the hard drive was crashed. This had not been used since it was returned from Acer late in 2016 when I was told there was nothing wrong.

So I contacted Vodacom to ask what could be done about this as we have hardly used this device and all it has done is given us problems and I am paying for nothing. Needless to say, I was told after 2 days that Acer said it was out of the warranty period and I would have to fix it myself.

I am very angry as it was taken to Acer long before the warranty period was up but was returned and still did not work. Vodacom do not assist with this as they do not do any checks so I just had to believe there was another issue but this was not the case as the hard drive had crashed.

I have this contract with VODACOM not ACER and I would expect better customer service and assistance than this. But I have to admit this has been deteriorating over the last few years so much so that I have now reached the end of my patience and am going to start closing all my contracts as they come to an end and will not be renewing with Vodacom and I have been a customer for many years and have 5 contracts.

So before I lose total faith in Vodacom, I hope someone will contact me to discuss this matter.

On the 5th of July 2017 I applied for a phone iPhone 6 on contact at Vodacom Westgate mall and it was approved but I couldn't get the phone because it was out of stock and I understood but they told me I will get the phone today 06/07/2017 when the stock arrives I will have to collect the phone and finish up the paper.I called the shop today 15:00pm(Vodacom Wesgate mall) and they said the stock has arrived and I told them I will come before they close. I came at the shop 17:30pm of which they close at 18:00pm. I told the consultant that I called earlier as we spoke on the phone and apparently they misplaced my documents, just after 18;00pm the so called "Store Manager" named Novel Walters take out my papers as if he knew where they were kept all along and when we had to finish up with my paper work with the consultant, he denied and told me that they are closed and the system is automatically off line, the cage is automatically locked and they cannot open it unfortunately he cannot release my phone, but people who they got me at the shop they were still helped by other consultants, I am not happy the way that guy treated me its like I was borrowing the phone rather than buying it, if Vodacom managers treat customers like this then how will the staff respect us. I am not pleased at all with Novel Walters treatment towards me and the way he spoke to me its like he was under estimating me.

I cannot say how to resolve this issue but I want this guy to be taught how to treat customers, especially as a manager clearly he do not deserves that position because company sales do not matter to him that much never to mention customer satisfaction.

My contact number is [protected]. i ported my number to vodacom because i thought it was more convinient but with this kinda treatment I think I will have to go back to my original network

Good day please see my email communication below and i would like some o urgent assistance. You vodashop refuses to acknowledge their error and refuses to take responsibility for their mistakes. Now because of this i am forced to do this. I dont want anything from Vodacom any more and I wish that u lose a lot of customers, Your consultants are shrewd and a bad representation of your company..

From: Magoo, Arishaad A
Sent: 06 July 2017 03:59 PM
To: [protected]@vodacom.co.za; 'Quinton Cawood'
Subject: RE: Arishaad Magoo

Hi Quinton

Please note that I am not letting this go as I have really been treated unfairly.

I have signed the insurance and you guys didn’t activate it, why is it my fault and why must I pay for the past 10 months.

I am definitely taking this further as you have gone against the Consumer Protection Act…….

Arishaad Magoo
JHB Operations Shared Services/ Home Loans Account Maintenance Client Services Consultant
Tel +27 (0)[protected]/ www.standardbank.com

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 02:40 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

If you are unable to pay the pre mentioned amount I will unfortunately not be able to assist with your request.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 02:02 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

Please note I don’t think you are understanding me or my frustration.
The fact of the matter that you re-iterating that I signed for the service and I am obligated to yet you initially did not hold to your end of the deal t. Again I will state no fault of mine.

You were obligated to ensure this was activated, when I signed which was not done.

Arrears ? I am not in arrears for your mistake, treat your customer’s fairly. That money you state I owe you is actually an account on your error.

All I will accept is my claim and for the past 10 months what you failed to activate is none of my concern . You may activate my insurance as soon as you supply me with a phone. The funds for the past 10 months that was supposed to be deducted, was due to your consultants negligence.

There is only 2 options I will accept :
· You accept my claim and assist me with this request
· Or all my contracts with you, I wish to cancel and I will indeed ensure this is placed on all social media platforms, ombudsman, hello peter

I am not accepting this as you are making it seem as if I am the one at fault.

Can I please get a solution to this as I am getting tired of this and I will have no option but to take this further.

Kind Regards

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 01:13 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

I understand you signed for insurance however all service agreements are subject to requirement from both parties to be met. Payment for service and vice versa.

I understand you were under the assumption that you had insurance, however you cannot receive service you have not paid for. You have agreed to these amounts in your original documentation. For us to provide you the service you require those cost would still apply. So you would indeed be responsible for the amounts in arrears.

I do understand your frustration with this matter

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 12:28 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

Again as I stated it was not my fault that this was not activated. Your consultant was the one that did not activate it.
Seeing that this was not activated, not an error on my side for not activating this insurance.
Why am I burdened for something that was not my mistake in not delivering.

I signed for insurance and it was not activated henceforth I am not responsible for the payments. I would only be responsible for the payments if it was activated and I did not pay for the 10 months.

I signed for insurance, this was not activated and you as a service provider is going against the Consumer Protection Act.

I am well aware that you are trying to avoid a loss on your side but this is not my fault and you have the obligation to provide and rectify your error.
By asking me to pay in the amount mentioned below is just a way to recover the loss, the payment to the insurance will hence need to come from your area to the insurance department.

Please take this into account.

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 11:37 AM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good morning Arishaad

I understand your frustration in this regard. These are the cost you would be responsible for and agreed to when taking out insurance and thus these would be outstanding costs you would be responsible for if claiming.

I do understand that this is not ideal as you thought you had insurance and the cost were being added to your bill. However this was not the case as insurance was never activated. You also mentioned how you receive all your lines on the same account and did not notice the premiums were not added to your account. In that regard it is unfortunate however in the documentation you filled in on your application for insurance it stated that you would have received confirmation notification via SMS and then only would insurance begin. By not receiving a confirmation SMS stating this the fact that insurance was not activated would have been confirmed.

I do apologise again for this unfortunate situation.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 11:01 AM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi Quinton

Please note why should I pay previous as it is not my fault that the consultant didn’t include insurance.

Not acceptable.

Kind Regards

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 10:34 AM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good Morning Arishaad

From the investigation from our side it seems as if it was a consultant error. We do apologise for this.

We are willing to replace your device that was lost as an insurance claim.

However we require a pay in amount from you of R3267.80

The breakdown being- R1590 ( Cost of insurance premium per month from October 2016 to July 2017 [10 x R159])
- R 1677.80 ( Cost of excess which is 20% of device value as per insurance requirements)

Again we apologise for any inconvenience caused by this situation.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 05 July 2017 04:45 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

I called the insurance department this was when I noticed I was not covered and was advised that my insurance was never activated.

The Vodacom Consultant omitted to activate my insurance.

If you noticed I have sent you the contract that I have signed for insurance.

Please advise what is the need to send to the insurance as it seems I am being pushed from pillar to post on an error on Vodacom’s side.

Please I need a response now not later sorting out Vodacom’s numerous amount of errors is really frustrating especially the service I have received.

Kind Regards
Arishaad

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 05 July 2017 04:26 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

I do apologise for any inconvenience that you are experiencing with this situation.

I have requested documents from the insurance company regarding this query and expect feedback form them tomorrow. Although you applied for insurance this does not guarantee that insurance will be granted as it is dependent on their vetting criteria.

I will provide you with more feedback as soon as I have more information. Will keep you abreast of all developments as I receive them.

Again sorry for any inconvenience caused.

Regards

Quinton Cawood
Operational Manager Hicell Cellular Group

Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 05 July 2017 03:04 PM
To: Feedback
Subject: FW: Arishaad Magoo

Hi

Can I get feedback?

From: Magoo, Arishaad A
Sent: 04 July 2017 04:25 PM
To: '[protected]@hicell.co.za'
Subject: Arishaad Magoo

Good day Quinton

I am emailing you as I went to the vodashop in Simmonds Street, where did my contract. Requesting an enquiry, regarding my enquiry.

Claas from the store advised me to contact you to provide me with an explanation why am I not going to get anything. There was no other explanation other than I should have noticed that the insurance was not activated.

There is a few points that I would like to point out:
· In October I did an upgrade and I signed for insurance, however this was never activated.
· I have more than one contract with Vodacom and all that I see on my monthly bank statement is the total debited from my account.
· As you can see in the attached I have contacted Customer Care and was advised that I would need to visit the store where I did my contract.
· The consultant on your side failed to activate my insurance and this is no fault of mine. I did indeed agree to have insurance and that was the contract I have signed.

The past month I have been really burdened with the unpleasant service I have received from vodacom

Please do come up with an amicable solution as I will not leave this until I get this sorted as this is really unfair.

Please do contact me urgently my number is [protected] and I also would like whatever is said in writing.

Arishaad Magoo
JHB Operations Shared Services/ Home Loans Account Maintenance Client Services Consultant
Tel +27 (0)[protected]/ www.standardbank.com

Standard Bank email disclaimer and confidentiality note
Please go to http://www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email [protected]@standardbank.co.za (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

Standard Bank email disclaimer and confidentiality note
Please go to http://www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email [protected]@standardbank.co.za (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

Standard Bank email disclaimer and confidentiality note
Please go to http://www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email [protected]@standardbank.co.za (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

Standard Bank email disclaimer and confidentiality note
Please go to http://www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email [protected]@standardbank.co.za (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

Standard Bank email disclaimer and confidentiality note
Please go to http://www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email [protected]@standardbank.co.za (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

From: Magoo, Arishaad A
Sent: 06 July 2017 03:59 PM
To: [protected]@vodacom.co.za; 'Quinton Cawood'
Subject: RE: Arishaad Magoo

Hi Quinton

Please note that I am not letting this go as I have really been treated unfairly.

I have signed the insurance and you guys didn’t activate it, why is it my fault and why must I pay for the past 10 months.

I am definitely taking this further as you have gone against the Consumer Protection Act…….

Arishaad Magoo
JHB Operations Shared Services/ Home Loans Account Maintenance Client Services Consultant
Tel +27 (0)[protected]/ www.standardbank.com

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 02:40 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

If you are unable to pay the pre mentioned amount I will unfortunately not be able to assist with your request.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 02:02 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

Please note I don’t think you are understanding me or my frustration.
The fact of the matter that you re-iterating that I signed for the service and I am obligated to yet you initially did not hold to your end of the deal t. Again I will state no fault of mine.

You were obligated to ensure this was activated, when I signed which was not done.

Arrears ? I am not in arrears for your mistake, treat your customer’s fairly. That money you state I owe you is actually an account on your error.

All I will accept is my claim and for the past 10 months what you failed to activate is none of my concern . You may activate my insurance as soon as you supply me with a phone. The funds for the past 10 months that was supposed to be deducted, was due to your consultants negligence.

There is only 2 options I will accept :
· You accept my claim and assist me with this request
· Or all my contracts with you, I wish to cancel and I will indeed ensure this is placed on all social media platforms, ombudsman, hello peter

I am not accepting this as you are making it seem as if I am the one at fault.

Can I please get a solution to this as I am getting tired of this and I will have no option but to take this further.

Kind Regards

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 01:13 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

I understand you signed for insurance however all service agreements are subject to requirement from both parties to be met. Payment for service and vice versa.

I understand you were under the assumption that you had insurance, however you cannot receive service you have not paid for. You have agreed to these amounts in your original documentation. For us to provide you the service you require those cost would still apply. So you would indeed be responsible for the amounts in arrears.

I do understand your frustration with this matter

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 12:28 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

Again as I stated it was not my fault that this was not activated. Your consultant was the one that did not activate it.
Seeing that this was not activated, not an error on my side for not activating this insurance.
Why am I burdened for something that was not my mistake in not delivering.

I signed for insurance and it was not activated henceforth I am not responsible for the payments. I would only be responsible for the payments if it was activated and I did not pay for the 10 months.

I signed for insurance, this was not activated and you as a service provider is going against the Consumer Protection Act.

I am well aware that you are trying to avoid a loss on your side but this is not my fault and you have the obligation to provide and rectify your error.
By asking me to pay in the amount mentioned below is just a way to recover the loss, the payment to the insurance will hence need to come from your area to the insurance department.

Please take this into account.

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 11:37 AM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good morning Arishaad

I understand your frustration in this regard. These are the cost you would be responsible for and agreed to when taking out insurance and thus these would be outstanding costs you would be responsible for if claiming.

I do understand that this is not ideal as you thought you had insurance and the cost were being added to your bill. However this was not the case as insurance was never activated. You also mentioned how you receive all your lines on the same account and did not notice the premiums were not added to your account. In that regard it is unfortunate however in the documentation you filled in on your application for insurance it stated that you would have received confirmation notification via SMS and then only would insurance begin. By not receiving a confirmation SMS stating this the fact that insurance was not activated would have been confirmed.

I do apologise again for this unfortunate situation.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 06 July 2017 11:01 AM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi Quinton

Please note why should I pay previous as it is not my fault that the consultant didn’t include insurance.

Not acceptable.

Kind Regards

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 06 July 2017 10:34 AM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good Morning Arishaad

From the investigation from our side it seems as if it was a consultant error. We do apologise for this.

We are willing to replace your device that was lost as an insurance claim.

However we require a pay in amount from you of R3267.80

The breakdown being- R1590 ( Cost of insurance premium per month from October 2016 to July 2017 [10 x R159])
- R 1677.80 ( Cost of excess which is 20% of device value as per insurance requirements)

Again we apologise for any inconvenience caused by this situation.

Thank you

Quinton Cawood
Operational Manager Hicell Cellular Group

Cell: +[protected]
Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 05 July 2017 04:45 PM
To: Quinton Cawood
Subject: RE: Arishaad Magoo

Hi

I called the insurance department this was when I noticed I was not covered and was advised that my insurance was never activated.

The Vodacom Consultant omitted to activate my insurance.

If you noticed I have sent you the contract that I have signed for insurance.

Please advise what is the need to send to the insurance as it seems I am being pushed from pillar to post on an error on Vodacom’s side.

Please I need a response now not later sorting out Vodacom’s numerous amount of errors is really frustrating especially the service I have received.

Kind Regards
Arishaad

From: Quinton Cawood [mailto:[protected]@hicell.co.za]
Sent: 05 July 2017 04:26 PM
To: Magoo, Arishaad A
Subject: RE: Arishaad Magoo

Good afternoon Arishaad

I do apologise for any inconvenience that you are experiencing with this situation.

I have requested documents from the insurance company regarding this query and expect feedback form them tomorrow. Although you applied for insurance this does not guarantee that insurance will be granted as it is dependent on their vetting criteria.

I will provide you with more feedback as soon as I have more information. Will keep you abreast of all developments as I receive them.

Again sorry for any inconvenience caused.

Regards

Quinton Cawood
Operational Manager Hicell Cellular Group

Office: [protected]
[protected]@hicell.co.za
Fax: [protected]
Fax to mail: [protected]

420 Theuns v. Niekerk Street
Wierdapark South, 0157

► www.hicell.co.za

From: Magoo, Arishaad A [mailto:Arishaad.[protected]@standardbank.co.za]
Sent: 05 July 2017 03:04 PM
To: Feedback
Subject: FW: Arishaad Magoo

Hi

Can I get feedback?

From: Magoo, Arishaad A
Sent: 04 July 2017 04:25 PM
To: '[protected]@hicell.co.za'
Subject: Arishaad Magoo

Good day Quinton

I am emailing you as I went to the vodashop in Simmonds Street, where did my contract. Requesting an enquiry, regarding my enquiry.

Claas from the store advised me to contact you to provide me with an explanation why am I not going to get anything. There was no other explanation other than I should have noticed that the insurance was not activated.

There is a few points that I would like to point out:
· In October I did an upgrade and I signed for insurance, however this was never activated.
· I have more than one contract with Vodacom and all that I see on my monthly bank statement is the total debited from my account.
· As you can see in the attached I have contacted Customer Care and was advised that I would need to visit the store where I did my contract.
· The consultant on your side failed to activate my insurance and this is no fault of mine. I did indeed agree to have insurance and that was the contract I have signed.

The past month I have been really burdened with the unpleasant service I have received from vodacom

Please do come up with an amicable solution as I will not leave this until I get this sorted as this is really unfair.

Please do contact me urgently my number is [protected] and I also would like whatever is said in writing.

Good day im very unhappy with vodocam chatz in carletonville. As i spoke to a lady called zodwa .where i simply asked her that i wanted to find out when my one contract will expire . As she told me sorry shes busy with a client infront of her and the other employees are also busy can i call back later . The lady didnt even take my number so thay she can call me back, which in this case we call customer service. And now i must waste my time again to call vodacom to help me. Im very upset because im also a customer ?

On the 14th of June, we went to Vodacom in Piet Retief to upgrade. We signed all paperwork required and paid our R150 fee. The store did not have stock of the phone that we wanted so they said they will get it and then courier it to us as we live in Hoedspruit and there is no Vodacom shop here. The store manager Johan said it will take a week for the phone to arrive at their store thereafter he will courier it overnight to us. I called them on the 4th of July to follow up with them about where the phone is. They said they will call me back to give me an answer, they never called back. I called again, they said the phone was sent off and it will be delivered tomorrow. Si I called again yesterday (the 5th of July) wanting to know where my phone is, I asked the lady who answered the phone to provide me with the waybill number so I can track the parcel. She said they will look into it and phone me back. Three hours later I call them again, I ask for the waybill number again and her response is: " We are still looking for it". So I asked why does it take so long? Her response: "It just takes so long I can't answer your question." I then called the store manager, Johan to ask for the waybill number again. He says he will send it to me, after a few minutes the waybill number gets sent. I track the parcel and it turns out that the phone was only collected yesterday morning from the shop. Johan then just said the couriers made a mistake. I tracked the parcel again today (6 July) and it was delivered at the Vodacom shop in Piet Retief and received by Johan. When I phoned to find out why they sent the phone back to themselves he said the courier company didn't find anyone at the address where it was supposed to be delivered. This is absolute nonsense as there is always someone at our office. Their next excuse was that there was a communication problem between them and the courier company. Needless to say, I STLL don't have my phone! The service from this branch has been absolutely shocking from the day we walked in there.

On the 3/07/2017 I went to a Vodacom store in Bayside to apply for a contract, I stood in a queue mind you I was the only one in the queue and was blantantly ignored I then spoke to 2 tranees to find out who'll be assisting me, I then received a rude response from one of them saying they can't assist, every sales consultant that came past myself couldn't be bothered to even assist, I then left the store shocked to say the least and went to the store in town strand street I was assisted with the application and was told I would receive a call back in a day it has been 3 days no response as yet, I then called the store, was put on hold multiple times unnecessary to then be told rudely told by the store agent that my application was unsuccesful and there's No reason what so ever..I'm really disappointed with Vodacoms customer service, the agents in store are incompetent to do the least of things it ridiculous

I am writing out of frustration and confusion. On the 11 June 2017, my phone was not connecting, I couldn't make or receive calls. I submitted my phone to a Vodacom store in Ballito Junction Lifestyle in Durban. I was told that the phone will be taken for repairs as they couldn't identify the problem. I was told that it might take 21 days, I was given a loan phone and I was told that I will receive a call to notify me if the phone is ready. I decided to call as I was not hearing anything from the store, i went to an extend of even calling the repair centre because this shop was not of any assistance, the repair centre said that i should go back to the store to get a new phone, the store manager told me that they were out of stock, they will order the new phone and sent it to me that was on the 30 June 2017. During that time I informed them that i will be going to work in JHB for 2 months and i was told that the following Tuesday on the 04 July 2017 i will definitely get a call to inform me where to collect the new phone. i kept on calling each and every single to check the status of my phone and each time i would be told a different story. until today i am not sure whether i will get a phone or not because of the stories i am getting. the phone that was loaned to me is not giving me joy at all, if its not freezing when you have to pick up a call, then it i will be unable to view messages. For the amount of money that Vodacom is deducting from me every month i am not a happy with the service i am getting and i would like know if i will ever get a new phone or i should just forget about it. My phone was a Huawei P9 which i bought in January 2017 and the person i was dealing with is Nash and Vukile from Ballito Lifestyle Mall.

When my contract expired with vodacom they kept deducting a debit order and I kept on paying this debit order for more than one year after the expired contract, in 2015 I've closed this account at absa and opened a new cheque account with absa for a beter package account, so automatically the debit order with vodacom was stoped that meant I will no longer need this service from vodacom. So today vodacom's dept collectors called me and told me I own Vodacom ±R500 which were a total surprise to me because vodacom made no attempt to contact me or whatsoever! I'm going to pay this amount now but Vodacom must know that I will never do business with them again and will lose more money and clients by this attitude!

I requested an upgrade - downgrading from an expensive contract to a cheaper one- in March 2017, and I received the new phone however, this change was not effected in the monthly bill. I continued to be charged at the rate of the previous more expensive rate. Part of the upgrade was a promise of 10Gig once off data. Both these commit ments were not fulfilled despite numerous calls to the call centre - each time the call lasted close to an hour and promise made that all has been resolved. To my horror, none of this has been resolved. I then went in to a walk in shop, they committed to submit the issues to vodacom, on one occasion I sat for 3 hours, and nothing was resolved. Instead, the next morning I woke up to a phone with no data, no airtime and even call identify removed. I also recently bought a mobile wifi unit from the same walk in shop on the 29th June and when I arrived home, the device worked for a few hours and later reported that we had exhausted the data and we should wait till the 1st July for new allocation. The 1st came and no data was allocated. On the 3rd July I went back to the store and found that they had cancelled the wifi contract without notifying me or explain ing reasons for the cancellation. I had to spend petrol money to discover that vofacom cancelled the contract with no regard for me as a customer. This is noe the 4th month of dealing with vodacom nightmare of being overcharged on my monthly contract, unfulfilled promise for data, extreme data costs and now a wifi unit which gets cancelled without notification. I have called Vodacom repeatedly with no success and Im now at my wit ends with Vodacom s shocking customer treatment and disregard.

To who it may concern.

I would like to lodge a formal complaint.

Please note I have been a loyal Vodacom contract holder for the last 18 years. (Never once missed a monthly payment or made a late payment)
I obtained a caterpillar phone S30 from Vodacom, that phone was in for repairs 3 times since I upgraded in December 2016, combined period of time in for repairs +- 54 days.
They gave me a S40 on 2017-06-17 and this phone is also doing the same thing
• Reboots by itself
• Changes the ring tone by itself
• Contacts disappear by itself

Clearly this CAT phones are not up to standard. (I don’t want this brand of phone anymore it is costing me money and not working)
I am an Auditor of profession and this phone is causing me to lose business.(This is like a policeman with a broken gun)
I have spoken to a bunch of people and all of them are going to investigate and come back to me...but nothing is happening.
It is not that I have a spare phone to use in the meantime...!
I have lost trust in this phone each time it reboots periodically, I have to insert the pin code and by then I have missed phone calls.
Each time I get the phone back I have to get additional data to reinstall the apps. (It is costing me money) & (I have to drop the phone of and collect each time, my vehicle my petrol)

Today I travelled 54km to Vodaworld, was send from the repair shop to the Vodacom shop backwards and forwards waiting in queues, 4 hours later I was told to go back to Westgate and do a phone exchange, travelling another 64km to Westgate.
I need this issue resolved; I cannot accept this poor customer service, with inferior products.
Phone is currently at Westgate Vodacare

Is this the thanks Vodacom is giving a customer for 18 years of loyalty?

JJA Viljoen
[protected]

Beware that vodacom steals your money in the form of content services that is billed to your cellphone contract. I was billed r200 the first time (For something I never signed up for in the first place). After querying it and requesting its immediate cancellation, I was charged r320 in the subsequent month. Now i'm cancelling my contract becos paying the premature cancellation fee is still cheaper than paying every month for something that I never agreed to. The thing is that vodacom sells wasp (Content services) to companies, so they make money from those companies, then they bill u for it, and make money from your cellphone contract for the content services and when u query it with vodacom, they claim no responsibility for it, cannot help in any way but they allow it to be invoiced to your contract. I'm currently on a drive to inform all consumers about this but if u don't believe me, there are a number of complaints from other ppl experiencing the same problem, go google it or visit 'hello peter'

I have logged an Upgrade request with Vodacom upgrades department on Sunday 2nd of July. I was promised an Confirmation of that request Mon end of day, that did not happen. So I went to a Vodashop and did my upgrade Manley and received my device and new simcard. But now I had to do a simswap, because the new phone uyses a different simcard. Unable to proceed with that because the upgrade request was still active on my account from Vodacom Upgrades department. Spoke to Vodacom upgrades department, perhaps 5 different people, and each 1 told me that they cant help me cause they cant cancell the request on their system. a Call must be logged with their upgrade bacjoffice to cancel the request, and that will take 7 days! I am using this number for Buzzeness and for 3 days allready I have no access to the Vodacom network, because the request that was logged within 5 min when the prospect of making money was possable, but will take a week to be cancelled because Vodacom got such fantastick service support?

Hi! I got a message that my 50MB has run out(08:38 today) that I bought I bought a few days ago I think I bought it before the 30th but now when I check my balance for my monthly 500mb is zero how is that possible when I had data before the 30th or the first when am supposed to be recharged
cell number [protected]
Name Nathaniel
email [protected]@yahoo.com

Ref [protected] & ref [protected] - my phone number is: [protected] - sharon nell

I use to be on a red package advance. When I upgrade with grant at your westgate store in december he was drunk and did not care what he do. I wanted to have a package that I pay less on. (At not r999 anymore). He offered me a package of r600.00 (I did not care what time minutes I got, I just at least wanted to have 1gb data a month).

In january 2017 I was billed for almost r800.00 (250 minutes & 500 mb data). I need to buy at least r300-00 additional data to get through the month, which brings my account to r1100.00 for myself. Bearing in mind that I have 5 contracts with vodacom. This is a rip off! I phoned numerous times, reference numbers etc., but it seems if nobody cared. I had to wait 3 months to have this package migrated. Up to now nothing has happed. Your vodacare referred me back to westgate, where chris said he can offer me r379.00 (1 gb data and 600 minutes call time - top up). This would have kicked in effectively 1 july 2017.

Still i'm having 250 mins, 500 mb data for r800.00 - when will this be sorted?

I give vodacom time to fix this mess of a package by not later than the 7th of july 2017 where after I will take this to the ombudsman, and hello pieter. I think I was patient enough up to now. (Thereafter I will advise all my friends not to deal with vodacom, and I will move all my packages from you!)

Another thing I don't understand is:
1. Every time your transfer me to another call I have to go through the whole verification process.. Surely if you done it once, you do know who you are talking to
2. Why in today's life will you offer you clients (Go and see on your records since when...) sms's as part of an upgrade package? Even if you do competitions, you can't use that sms's, as you need to pay for those kind of sms's.

Regards

Sharon nell

Rudzani,

I am again truly disappointed in the service received from a private company. This can be expected from government institutions but due to a variety of cellular phone providers in our country, clients have options, and the only thing that separates the one from the other is service.

As I have explained to you Vodacom’s cancellations department have cancelled the wrong contract. From Saturday not one of your departments nor yourself who I contacted early in the morning have been able to resolve the issue and have now prejudiced me.

On the 26th June I had paid monies for the two remaining contracts for the month of July 2017, and Vodacom gladly took the money but cancelled the contract putting my phone to pre-paid.

You then advised me there was money outstanding as the contract was not cancelled and you said to sort within the day so I can upgrade I must pay an additional R125. Unethical because you and your department did not have the time to attend to this query correctly.

You then advised this will be refunded to me.

I then trusted you and tried the whole evening to upgrade my packages without success as you and the staff members of Vodacom have lied and cheated and exploit your customers.

You now owe me not only the R400 for the contract already paid but the additional R125 as well. You have lied and I trusted your company.

Your company have also made me miss out on the upgrade options and no one is able to transfer my phone back to the contract as it is on pre-paid as it shows cancelled. You advised it will be quicker for me to phone as you do not have time to attend to this query, absolutely shocking as I again foolishly took your advice and word which has again proven to be a big mistake and no assistance.

I am disgusted!