Vodacom
reviews and complaints

I paid nearly 500R for a sim/minutes/SMS/data bundle as I came through CapeTown airport. Was given a card to give to the Vodacom desk through immigration, where I was given a SIM card, assurance that what I'd bought was perfect for my two week stay, but no receipt
Two days and two short phone calls later, I can't make calls get on internet or send SIMs. Message tells me I am out of credit. Spent hours onto 'customer care' this Morning and, eventually given 100R 'credit'. Unsatisfied and having wasted my entire, precious last morning in Cape Town, I called into a small, local Vodacom store. The guy I spoke to told me he had already had another complaint along the same lines.

It's nothing but a complete con. I've paid money to Vodacom (VodaCON?) in good faith. I now have no phone, SMS or date. Ive lost a good chunk of my holiday and was unable to take photographs at Robben Island today as my phone wax out of charge, having spent to long trying to get through to and some sense from misnamed Customer Service.

How can you sleep at nights knowing you are taking money with false pretences. I'd be ashamed to be associated with such a company

My name is Grace Makgoba, ID no:[protected]. My current mobile number is [protected] and the number for the complaint is :[protected]. On the 27th Novemebr 2019 i noticed around 15:00 in the afternoon i wasn't receivig calls on my mobile number and to my suprise it suspended without any notification from Vodacom. I contacted the customer care and the person who assited me said my number was suspended and it will be deleted if i dont pay the amount oustandin for advances which were around July and August 2019. I then explained that i had made arrangements with them to debit my account on the 16th of every month. She checked and confirmed that the debit went through but i owed an advance. I explained to her that i was expecting them to debit the next month. She then said i am expected to pay the oustanding amount by the next day which was 28/11/2019. Ithen assured her that i will make a plan to pay by then, and that was i was last agreement. After a few minutes i noticed that the phone was showing that it's only for emergeny numbers on the screen. I used my husband's cellphone to contact Vodacom and they confirmed that the number was deleted by the sytem. i have been using this number for many years and have been a loyal customer to Vodacom. This deletion has affecting my whole as i am using this number for my work, banks, family, medical issues, policies and many more matters. I therefore request Vodacom to activate this number and re-allocated to me as it has caused me stress and disorganised my life. Hoping that this matter will be resolved urgently.

I am horrified at the pathetic level of service I have received from you!  I patiently phone 10 people at Vodacom and I will get 10 different answers.
I want my fibre cancelled IMMEDIATELY.  While I understand you have procedures, quite frankly I don't care about them.  Your policies and procedures also state that my Fair Usage Policy for my 50/50 line is 1500Gb.  However, I have been throttled to 2mb and according to your reports I have only used 1100 Gb.
Over and above that when I have logged a ticket firstly SR [protected] I heard nothing.  You sent me zero communication.  I then phoned on the 26th to get a status update only to find out that a new Incident had been logged SR [protected] (and this was supposedly escalated to Matthew).  Still no communication.  I followed up the next day 27th November and was given promise after promise that the incident would be dealt with and that "management" would be getting in touch with me.  To date this has not happened.
Later that day and out of options I decided to Cancel my account with Vodacom.  I was told that I would need to settle my account which I am happy to do .. in fact no price is big enough to get out of dealing with the incompitent idiots that have zero idea of what customer service is at Vodacom.

This email is to make double sure that my line will be released as soon as possible so that I can engage with the service provider that I should have gone with in the beginning.

I will be telling everybody that I know to stay well clear of Vodacom.
I expect a response to this request immediately.  By the way SR191127-946231 has been logged already however as usual I have not received any communication regarding my request and am now trying everything to try rid of the plague that is vodacom Fibre.

The Vodacom network signal in the residential area, Albemarle Extension 2 (Alberton) has been poor for the past number of months.
A call with Vodacom help line, 082 111 has been logged.
From past experience, such a complaint from a single resident does not weigh in, hence this complaint is registered as well with this link.

This complaint is therefore is raised for and on behalf of our residents in this area, the Albemarle (extension 2) Residents Association.

If there is assistance that can come from this complaint, it will be highly appreciated.
Cedric Coetzer - [protected]

I have visited vodacom on the 22/11/19 and the 25/11/19 of this month to add on to my current contract. Stacey was the assistant provided to me. She had informed me that a R99 prorata fee and an additional fee of R75 will be deducted from my account. I wake up to find that R436 in total was deducted from my account. She had not informed me that because it was a combo deal there will be 2 amounts deducted from my account. I have asked her numerous times to confirm that only R175 will be debited from my account to which she assured me that i was right. Today i call vodacom customer care to only find out that the other amount which was deducted was for the other line. What if i had not had sufficient funds in my account? who should be liable to pay that amount? i am utterly disgusted in the training that is provided to your staff. For Vodacom it is all about getting the business even if clients are screwed over by details left out by the assistants. How are you able to sort my issue out? I need a proper explaination!

Good Day

I am highly annoyed and disgusted as a loyal client of vodacom for years that i get a shock of my life when i had to enquire about my monthly installment after setteling one of my accounts.
I spoke to a consultant on the 05.11.2019 and told him that i have not yet eft'd my monthly installment (which i do on the 1st of the month) because i would like to settle one of my accounts and he gave me a quotation telephonically for both of my contract numbers and these amounts are as follows :

[protected] SAMSUNG S9+ R7308
[protected] HUAWEI R 4469.58

In which i then did an eft that very same day of the amount of R7308 for the Samsung S9 as stated in the email he has sent me with the details and the form i had to sign and form was signed and sent back as well as proof of payment, the very same day i called again asking how much is my installment now for the Huawei and the gentlemen asked me how much i took it out for which was approx just over R300 and again the very same day i eft'd a R400..

Now how in the world can my monthly installment be over R2000?
So, since ALL calls are RECORDED please listen to the recordings for the 05.11.19 and sort this mess out.

I have logged a complaint telephonically as well with REF [protected].

I request feedback ASAP

Regards
Micaela [protected]

I am a very loyal customer of Vodacom, I have been a loyal customer for the last ten years, and have recommended Vodacom to various people. But I have realised that loyalty does not mean a thing now does it?

Currently I am extremely unhappy with Vodacom, and I would like to tell you why. Not that I have any illusions of anything coming from this, I am certainly not the first customer to complain, and certainly not the last, but I am hoping that my voice added to the voice of the masses might do something for our plight. I am emailing you as a last resort due to the fact that I am receiving no joy from the call centre or any of the other channels.

I closed my bank account and when I went to vodacom to change the banking details(sandton city) I was told to call a certain number and change them telephonically. I called the number and got cut of several times. Went to the vodacom store in Randburg and they did not help at all. I resorted to paying cash because the pay date had arrived. I have been paying well in advance and I haven't had any problems. Last month I paid on the 24th and Vodacom debuted money from my account on the 27th.
Firstly: I was not allowed to change my details and I made sure that every month I pay well in advance. This month(I dont know how it is different from the past 2 months) I was told that I owe R100 extra and my line was cut off. I have been paying my contract monthly with no problem and all of a sudden I owe money and my line has been cut off.

Secondly: if I do indeed owe Vodacom that money, my line should still not be cut off right now because I paid for this entire month, if anything I should be affected by this from the beginning of next month because that is the month that has not been paid for.

How am I supposed to carry on working and making money if I'm being toyed with? I honestly do not understand how I have falled victim to this when all I have ever done was pay you guys on time every time.

Kind Regards
Segomotso Malapane
[protected]@yahoo.com

I lodged a claim with Vodacom insurance for my cracked I-phone screen, as I had Vodacom Screen Insurance that I paid monthly on my phone contract.
They denied the claim and said that it was because the phone was not insured. They said the insurance was on a Samsung, not on the I-phone.
The Samsung was my previous phone on the contract. I upgraded to the I-phone more that a year ago.

I told them that it makes no sense to have me pay insurance on an old phone that is no longer on the contract, but have no insurance on the phone that is currently on the contract.
They told me that it was my responsibility to upgrade the insurance when I upgrade the phone and that I signed for that in the terms and conditions of the original contract, which was more than 2 years ago. I asked (per telephone request on 7 November 2019 to 0821952 between 15h00 and 16h00) for a copy of the terms and conditions that I signed to be emailed to me but still haven't received it.

If the upgrade of the insurance was my responsibility, the disclosure was not nearly sufficient nor reasonable. This does not constitute Treat Your Customer Fairly behavior on Vodacom's side. No reasonable person will remember that requirement on a contract that they signed at least 2 years ago. With the next upgrade, the original contract would have been signed 4 years ago, even less chance that you will remember then and so forth.

On the monthly Vodacom invoice it only states Vodacom Screen Insurance. There is no indication of the phone model that is insured so it was not possible for me to know by looking at the invoice that I was paying insurance on an old phone. If the phone model was indicated on the monthly invoice, then it was reasonable to expect from me to know that I was paying for insurance on the Samsung phone. By only showing Vodacom Screen Insurance as a line item below my contract premium that I pay for an I-phone, any reasonable person will assume that the insurance is for the same phone as the one on the current contract.

Desired resolution: I request that you refund me for the screen repair that I had to pay for after a denied claim due to Vodacom's insufficient and unreasonable disclosure regarding insurance. Also please add the phone model on the monthly invoices so that customers can see what phone they are paying insurance for.

Thank you in advance for your assistance.

I logged a request for my router password details. However, the Vodacom agent who called me misunderstood and reset my WiFi password, which I could do myself. The reason I need to reset my router password is because someone keeps changing it and then using our router, which results in poor service as the line speed becomes so slow it remains in buffer stage. Refer to SR191109-894550 logged on 9 Nov 2019 & SR191028-865845 logged on 29 Oct 2019.

Please advise my ROUTER password and not the WiFi password.

Good Day,

I requested invoices from 30/06/2018 when this contracted started and the signature of the person that took out the contract.

The lady only gave me an invoice of 01/11/2019 on Sunday at the Vodacom Shop. Vodacom Cell phone number : [protected]

Please send me the following per e mail :

• Please send me invoices from 30/06/2018 up to date.
• Documentation to show who signed the original contract?
• Amount that I must pay to stop this contract and banking details to pay the amount to stop the contract.

Kind Regards
Charles Lemmer
My contact details : [protected]@gmail.com/[protected]

I am very unhappy with the service i received from the vodacom online sales. On the 26th of October i concluded an online deal for an iphone XR. This was meant to be delivered the next week. On Wednesday 6th November a consultant called to confirm the order, the information was incorrect i then had to cancel the order. Placed another order the following day and asked tat a sim card be delivered together with the new device. the order was again incorrect and i had to cancel it again. This is supposed to be a convenient method of purchasing goods but it seems the people offering sales are not competent and do not listen. How can i cancel the same order twice? I would like an apology for the way this was handled and furthermore i have to make a number of phone calls to cancel the order and make sure the delivery/ collection takes place. People do not take their jobs seriously and this is so time consuming when it is meant to be a convenient service.

I upgraded my current number via the Vodacom App on 26 September 2019. Instead of upgrading, I was apparently issued with a NEW contract - even though I followed the prompts for UPGRADING via the App.

I did not receive a new contract via email.
I did not receive a SIM card or a notification that my account had been changed.

I did receive the new phone and started using it, thinking that it was part of the upgrade.

At the end of the next month, a substantial amount was debited from my account. I immediately called to try to find out why, and this was the first time I realised that I had been issued with an additional contract. I have tried to rectify the matter countless times since then - being shifted from pillar to post at call centres, and sending emails which were not helpful at all. Even call centre agents shared that their hands were tied because it was via the App.

I am now stuck in the situation of having to cancel my contract, with a pre-cancellation fee of over R20, 000. Or to change from using my current number to the new contract number.

All I am requesting is that the 'new' contract be viewed as an upgrade rather and I am happy to keep this package. But apparently, it just cannot be done. The 'new' contract also apparently cannot have the number changed to my current number in use.

I keep being told that I should have called within 14 days, but I had no idea that there was even a new contract issued on my account until a month later when my account was debited.

There is no one to talk to about this. Despite call agents being very friendly, no one knows who can resolve the issue and they keep trying to convince me to keep both lines but downgrade one so that it costs less.

At this point, despite being with Vodacom for more than 15 years, I want nothing more to do with the company.

If anyone knows anything or anyone who can assist, please let me know.

My name is Bafana Nhlabathi ID no [protected], l recently had a vodacom contract with the number +[protected], l was listed because l was in areas then l paid my account its been +-3months that l have settled my account but still l am listed on the credit Berea l am now stuck my credit score is low because of the enquiry please help clear my name

I have been trying trying to resolve several issues for the past month with Vodacom. I keep getting different answers and nothing gets resolved!

You get pushed from pillar to post with no one being able to take responsibility and actually assist. You get told that the information given to you previously in incorrect! How is his possible? Then you will be called back - this too doesn't happen!

We have a connectivity problem as well as an insurance problem. I am going to esculate this if I do not get assistance. My husband and myself have both had our Vodacom accounts for an excess of 20 years but clearly loyalty is does not mean anything to Vodaocm. Do we need to move to other networks to be given decent service?

Hi,

My data was about to run out (I had 45MB left over) so I recharged by buying a 1 gig of data today. 14 November. Just to receive this text:

Your 250.00 MB Vodacom DATA bundle is due to expire on 2019-11-19 21:43:09. Once this bundle expires you will no longer be able to use it. To buy bundles and save dial *135# or visit the My Vodacom App.

What the hell? 5 days after I recharged Vodacom
wants to let 250MB expire?!

Please explain what I am clearly misunderstanding here!

Maria [protected]

Use the reference number….the call is not yet closed !
I am not re-submitting I D again.

My phone was in my hand and It rang just once.

From: customercare@vodacom.co.za
Sent: Thursday, November 14, 2019 2:38 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good Day, Lynn Harrod

We thank you for your email.

I have tried to contact you on the number [protected], however the call rang then routed to destination busy.

Protection of your account and personal information is critical to us, before we can access your account we need to verify a few details.

* ID Number
* Vodacom Account Number (sms AN to 31050)
* Invoice/Statement Address (sms ADD to 31050)

Upon receipt of the above mentioned we can access your account and assist accordingly.

Our apologies for the inconvenience caused.

Regards,
Justin Joseph
Customer Care
eService Team

On 2019/11/14 14:17, Lynn Harrod, wrote:
Further to all of the emails below, I am still waiting for written confirmation from Vodacom that all Vodacom contracts linked to my ID have been cancelled.

From: Harrod, Lynn
Sent: Wednesday, November 06, 2019 4:56 PM
To: customercare@vodacom.co.za
Subject: Re: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Ok wow
The plot thickens!

Who the hell flagged my account!
I am not on debt review! Can someone tell me who gave you this information about my financial status ?
[protected] has been due for upgrade since 2018 and I've not upgraded for a whole year only now to find out that I'm on debt review.

Who the hell gave this about me. I demand you check with your finance team or who ever else and get back to.
Even the credit bureau doesn't have this as my financial status so how the hell does Vodacom have this status ?
I demand an explanation

On 06 Nov 2019, at 15:56, Harrod, Lynn wrote:
Further to my previous emails, I am still waiting for written confirmation for the numbers below.

On 06 Nov 2019, at 14:48, Harrod, Lynn wrote:
Hi

Lucy from Sandton city Vodacom called me,
Says these that Vodacom finance says these 2 numbers below are on debt review.
[protected]
[protected]

How the hell is this possible - please check your records - I have not defaulted over the years.

ALSO please check : [protected] - how the hell have upgrades been done if Im on debt review!

This is a written instruction to cancel both of these contracts with immediate effect
[protected]
[protected]

From: Harrod, Lynn
Sent: Wednesday, November 06, 2019 2:32 PM
To: 'customercare@vodacom.co.za'
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

It is now 14h30, no one has called me as yet.
This is one big mess up from Vodacom side. From Lucy at the Vodacom Sandton City store to calling Vodacom, I am utterly disgusted with the different stories!
Absolutely pathetic.

Check your records, for years I have more than 4x contracts with Vodacom.

This is what you get in return,
From logging a call in store, 3days later I needed to follow up and only to get more crap from Vodacom.
You seriously want to lose a customer? Who actually wanted to give more business and upgrade?

Are you for real.

MY [protected] - I haven't had any problems when it was upgrade time for the last few years. What is the damn issue with these other 2 numbers?
I don't understand.

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 2:16 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good day Lynn

As discussed today on [protected] with Patricia you should get a callback from Sales or Vodacom direct as the query was escalated to the departments.

Regards,
Noluvuyo Mgwangqa

Customer Care
eService Team

On 2019/11/06 12:20, Lynn Harrod, wrote:
The other cellphone numbers are off
You can call my on [protected]

3 WORKING DAYS! NOT ACCCEPTABLE AT ALL. I WENT INTO THE STORE ON MONDAY… TODAY IS WEDNESDAY! YOU NOW ANOTHER 3 DAYS

I WANT THIS RESOLVED ASAP OTHERWISE I WILL CANCEL BOTH THESE CONTRACTS.

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 12:15 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good day Lynn

Thank you for your email.

I contacted you however I got your voicemail.

Please note that the query is still pending and feedback will be provided within 3 working days.

We recommend you register at www.vodacom.co.za or download the My Vodacom App to administer your Vodacom account.

Regards,
Ntebo Chaphi

Customer Care
eService Team

On 2019/11/06 11:36, Lynn Harrod, wrote:
Hi

Lynn Harrod
[protected]
Nedbank Cheque
[protected]
2) [protected]

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 11:31 AM
To: Harrod, Lynn
Subject: Vodacom Customer Care Reply - Authentication Response

----- Original Message -----
From: Harrod, Lynn
To: customercare@vodacom.co.za
Sent: Wednesday, November 6, 2019 9:30:17 AM GMT
Subject: query number : [protected]

Hi

Regarding the above query number for cellphone numbers :
1) [protected]
2) [protected]

It's an hour to go for 48hours since I logged this call. I called yesterday and I followed up now and this is still open and not yet allocated to anyone ?
You say 24-48hrs? Yet its almost 48hours and not allocated to anyone.

I need this to be actioned asap.

Lynn Harrod
[protected]

Good day.

My contract on [protected] has been eligible for upgrade since May 2019.

The lady on the phone convinced me to do an upgrade over the phone.

We arranged for the delivery of the phone but Ram Hand to Hand never pitched up at the location we arranged. Thus my upgrade was not finalized. This meant that I moved to a month to month payment system. I can not afford this contract and this is why I wanted to upgrade to have my monthly installment much less.

I can not catch up my account because of the fact that Vodacom or Ram made a mistake with my delivery.

Now my lines are cut off and I cant do my work so I cant make money to pay the phone and I have to take responsibility for other peoples mistakes.

I want Vodacom to give me an explination and compensate for your error and find a way to pay less or pay off and get my lines back on ASAP.

This is such bad service.

Not a happy customer!

Tiaan Duvehage

[protected]

I ordered an upgrade telephonically November the 8th and spoke with Amanda. The iphone was only available in black. Because the upgrade is for my daughter she was not happy with the colour. Therefore I phoned back on Monday the 11th to cancel the upgrade. I was informed the sales assistant will phone be back the next day. Tuesday the 12th I received no call back and phoned again. Again she was supposed to phone me back . I emailed DL Admin Team and received a ref nr EC-1SK8-2HGVWH. No feedback yet. I received a sms to confirm the order nr K1822574. I went online on the chat line and again it was promised to phone be back. So today the 14th I received no call back or any response.
I want the upgrade to be cancelled to go in to the branch and upgrade personally.
Name: Sharika Naurattel
ID [protected]
Cell [protected]
email [protected]@sars.gov.za

Hi,

I am very furious about the way I was treated by your sales representatives when I tried to cancel one of my contracts with Vodacom. I phoned 082 1958 to cancel my 10Gb data contract. The lady try so hard to sell me another contract and asking me time after time why I want to cancel it. She never explained to me that I must have an order number and never gave me an order number for cancellation. I am not familiar with your procedure and thought she cancelled my contract after I asked her to cancel it. After this call I received two more calls from sales reps trying to pursue me to keep my contract. I've told them both that I have already cancelled the contract but they kept on trying to get me to sign another 24month contract. I've told them over and over that I don't want to, and the they became aggressive on both accounts.

My data contract latest invoice is R509 for 10Gb because it is out of contract data I'm paying for. Why didn't anyone explain this to me? But I am more furious because I was under the impression my contact was cancelled.

I'm going to cancel all my contracts with Vodacom from now on as soon as the contract period ends. Your representatives doesn't listen to their clients and don't explain the cancellation procedures properly. I see my cellphone contract ([protected]) is due for an upgrade in Sept 2020 and ends March 2021. I know now how to cancel a contract and will do it as soon as it's possible.