Vodacom
reviews and complaints

Good day Vodacom,

I am writing this mail with a heavy heart. I have been a loyal vodacom customer for a long time now with 3 cellphone contracts.
They recently installed Fibre in my are in the Reeds, Centurion. One of the vodacom resellers or sales person came to my gate and asked me if I wanted Fibre.
I do not know the name of the person. But I explicitly told him that I already have Rain 5G and getting speeds over 200Mbps for R999, So I cannot afford to also
pay for Fibre internet untill I cancelled my 5G. So the person told me that I can use the fibre for a month for free and measure the performance compared to the Rain 5G.
After the month I can cancel and give back the router. This is what I was told by the person. There are other ISP's oferring 2 or even 3 months free Fibre.

So my router was delivered and someone from Metro fibre came to connect my fibre line with the main line and my fibre service was active from 14 February 2021.

I used the fibre for the rest of February and then unpugged the router and ont device before I used it for a month.

I called Vdc to find out when my free month would stop and to make sure that I still get a month of free Fibre.
REF number SR210301-266473 logged on 01/03/2021

Details
Request type:Incident
Source:Phone
Resolution date:06/03/2021
Logged by:Kurt Wilson
Contact Person:KOBUS VILJOEN
Description:Good day Customer called to advise that when the sales people came around to sell the fibre they said he would get 1 month free on the fibre. The only reason the customer took the fibre was because of that. Customer wants to get the 1month free as he still has other wifi that he needs to cancel. Please urgently assist as there is no discount loaded. Name & Surname: KOBUS VILJOEN Contact #: [protected] Sales Order: SO210111-351423 Solution ID: S21019812448 Infrastructure: Metrofibre Serial: 485754438E4D84A2 Address: 19 VERSVELD STREET THE REEDS CENTURION Gauteng
Comment:FTTH Billing, Discount not loaded

The ticket was closed saying there was no discount on the account

05/03/2021SR210301-266473 "Good day KOBUS VILJOEN As per the attached agreement, the fibre line and contractual agreement does not include a 1 month discount.
We are unable to load a discount if no discount line item is present on the system and if the discount was not included in the sales order.
Kindly provide us with the agreement that includes the 1 month discount. Regards Kurt Wilson Vodacom Fibre "

I do not have the details of the sales order or agreement. The sales person just asked for my id. I did not even give bank details because I was not sure that I will keep the Fibre
after trying it for the month.

I called about this discount issue again a few times and finally one to manage to speak to someone who sent me my invoice. This was the 1st invoice I received and I noticed that
I was being billed pro rata for Feb and there was no free month as was being promised to me by the reseller at my gate. I also noticed that I was being billed for the month of March
and I have not even used the service in March 2021.

I made a point to call in on 10th of March before my 30 days month free that I assumed started on 15Feb. According to me a month free would be from the date the service was active on
15 FEb untill 15 March. After calling Vodacom again, I told them that I would like to cancel as I was under the impression that I had a month of free Fibre.

Below is the cancellation request I logged on 10 Mar 2021

SR Number SR210310-310734
Abstract FTTH Cancellation, Financial Difficulty
Status Pending
Status Reason Cancel - Awaiting Signed Docs
Opened [protected]:50:21 AM
Area FTTH Cancellation
Priority
Customer KOBUS VILJOEN
Site OWNER (ZE2101-17041)

Then I was sent a cancellation quote for the router of R1490.52

I do not mind paying the R438.16 exc vat for the 2 weeks in Feb even though I was being promised to get a month free.

But I cannot pay the R1007 for the month of March which I did not even use the Fibre as I was still waiting for my query I logged to by solved.
And I also cannot afford to pay the cancellation quote of the router. I do not care to keep the router, I can gladly return it as it has barely been used. only 2 weeks.

I would really appreciate it if Vodacom can somehow accomodate me in this matter.

Currently I have to pay R3002.16 for using your Fibre service for 14 days. You are welcome to check my usage and if I infact used it in March.

I understand that I have to pay for the usage of Feb pro rata and I will pay that, but why should I have to pay for the month of March and have not used it all.
Also is there no other way that I can rather send back the router to VDC?

At this moment I will be force to go to ICASA, and I do not really want to, but I cannot pay all that money for a service that I did not use and the sales person told me I have a month
free and can return the device. I did not know I will have to pay for the device.

Regards
Kobus VILJOEN
[protected]@gmail.com
[protected]

[protected] Gabriel Netto I3729109-7
My account has been suspended.
In August 2020 I was charged for fiber which I did NOT request.
When the email came through stating the charge I immediately sent an email saying did not request it and it must be canceled.
I then received an email 20 August 2020 confirming it was canceled.
In November 2020 I was charged for 4 months of fiber. I called Vodacom they sent I was not to be charged and they would reverse it.
I have phoned, emailed vodacom and fibre so many times and each time was told that the fiber was never installed, I should not have been charged. But yet no one will reverse this off my account. Now in March 2021 my whole account is suspended because of this.
Please help! I do not have fibre!
I could not install fibre because my communication box was under my gate which, they can't give access.
Here are all the references numbers that everyone closes without resolving the situation. Contact me [protected], [protected] is suspended.
SR201221-992314
SO170806-283242
SR210302-273598
SR210310-311038
Reverse Full Fibre Charge.
Reverse charge for services not received from 1 March 2021 to date.
Gabriel Netto
*contact me [protected], [protected] is suspended*

I am so tried of struggling with you online upgrade systems its unbelievable. This is now the 4th time in a row (so 8 years ongoing) that I get an error when trying to go to online upgrade saying there is a problem with the account linked to this number and to call 082 135

Calling this number today resulted in me being transferred 6 times to different departments of which nobody could help me with my account issue, everyone very willing to help with telephonic upgrade but that is not my issue, I want my issue with online upgrades resolved.

Who can I contact to sort this out?

Regards,

Laurence

I requested to have my banking details changed in January, via telephone and numerous emails. I eventually enlisted a friend at Vodacom, who has nothing to do with client service, and he requested two different colleagues to assist. The one, after I had to chase him up, said its not for his department, the other requested another list of documents which I supplied, (I received a lesser list in January after I called). I have been a customer since the 90s and have mobile, data, fiber and wifi services with Vodacom. This is atrocious service. Really, how difficult can it be?

Name is Beatrice Molubi
I have accidentally purchase airtime that amount to R707.00 with my capitec banking app to my Vodacom numbers [protected] .

I wasn't aware of the amount I then purchase Vodacom all networks for 12 as do that daily.

I only notice later when I check the message that I purchase the airtime for 707.00 .

I then called Vodacom customer care to ask them if they can't reverse the airtime .
I spoke to Herbert who refuse to give me his surname, he told me that they can't reverse the airtime I must sell it to people close to me .
They could only reverse if I didn't purchase the that 60 minutes all network .

I then request to talk to the manager whom I was told she will call me at the later stage .
She called but just to tell me that they can't assist me .she didn't show any interest of assisting,
I then asked her to give the contact of their account department she said she can't I need to send an email to request it .

I desperately need to reverse this, it was a mistake .
I believe that if they can check my record they will see all my transaction and understand I do recharge almost daily but the highest amount purchase was 40.

Regards
Beatrice Molubi
[protected]
[protected]

Canceled my vodacom fibre request before beieng connected and before receiving the router vodacom is now illegally holding my isp hostage and i can now not use another provider until they decide to release it, i have 2 recordings of agents saying it is released and email to confirm will follow and i also have 2 recordings of agents a few days after that saying no cancelation has been logged

Vodacom originally signed me up for a Vodacom Fiber contract with Metro fiber for the amount of R604.00. They signed me up in Dispatch and then again at my house. After a while, 3 new agents arrived at my house with new forms I need to sign because Metro fiber would not be available now and I need to wait, or change to Frogfoot for a more expensive option. I told them I will wait for the original quotation. I waited from July 2020 till March 2021 for the installation so I can use the internet. Now I receive an invoice for a different amount R668.99. How can they change this? I am not happy with this. Original Quotation Ref. SO210111-351699. The Hippo Quotation Number FC-014703

We have received your order for Vodacom on Metrofibre.

Dear Johan du Toit.

Your request has been sent to Vodacom to fulfill your order. Vodacom should contact you shortly to confirm your order and arrange for payment and installation..

Your reference number is FC-014703

Package Details
Package: 10 Mbps
Monthly fee: R 604.00
Installation fee: R 0.00
Activation fee: R 0.00
Provider: Vodacom

Contact Details
If you have any queries please use the contact details below.
Tel: 011 431 3530
Email: customerqueries@realpromotions.co.za
Web: https://www.vodacom.co.za/

I've complained as many others have regarding signal in the area yet its constantly ignored. Just like the ANC, Useless [censored]s.
There is a site down or data and calls are not operating properly in Chartwell N to Broadacer's
Signal is low and calls are not able to be made properly and data more often running on GPRS Wake up VODACOM IDIOTS

Vodacom gave me a number of a business owner that is in debts. Im receiving threathning calls, his clients call which I cannot answer them.

Everyday I recieve unkown calls, I have to answer them because im also expecting important calls.
I once went to vodacom store at paarl mall they didnt assist me

Also on whatsapp I recieve messages I dont know about

I pay every month the cellphone but im not happy with whats happening on the cellphone.

As much as they dont send data anymore.

Good day

We have received the Vodacom rooter on 16 February 2021. After several calls still no luck. Not even Vuma can pick up the installation request. Today after hours being on the phone they advised me that I now have to wait another 7 days for them to contact me to arrange for installation. It has now been a month and now another 7 days. I have asked for a manager to contact me but to no avail. This is very bad service. How can I get this resolve

Since November 2020 I have called in so that the cancellation department can cancel 2 contracts ([protected] and [protected]).
Since then my account went UP and NOBODY cancelled my contracts. I want this case to be investigated and I want my money back for the 2 contracts that I wanted to cancel.

Their is recorded calls on your systems to proof that my contracts needed to be cancelled. I feel Vodacom steel my money.

Regards
Rinaldi Herbst
[protected]

I have an account with Vodacom. Someone from Vodacom phoned me telling me they will assist in reducing my prescription. they made all kinds of promises and never deliver. now all of a sudden I am receiving increased bills. I phoned them several times to complain that they should cancel some of the contracts but without success. they are rude and not helpful. I also sent several emails to customer complaints but did not receive any feedback or a call back. every month my account is just going up and up

When a handset is lost, damaged or stolen and the user is unable to claim from insurance for whatever reason, or the user doesn't have insurance, Vodacom doesn't provide the user with a means of obtaining a new handset and simply adding that handset charge to the same contract, instead, they force the user to apply for a new contract, buy a handset cash or pay for a contract which the user is unable to use when he/she can't oobtain another handset!

After my data kept disappearing (Vodacom's data usage showed places I'd apparently visited but NEVER have, and NO-ONE else has access to my computer), I purchased a once-off data bundle (made very sure I ticked off "once-off" and my husband double-checked with me), but Vodacom changed it to 'recurring' and the extra money gets deducted from my bank account every month (and even the initial bundle was advertised for R175, but they deducted R237). I sent repeated e-mail messages to their Customer Support, but never received any follow-up.

Beginning January 2021 I lodged a complaint online, and received their automated response: "Thank you for submitting your complaint #10660 ... We will review your complaint in 1-2 business days and inform you ..." (from no-reply@complaintsdb.com).

I never received any follow-up on this, but almost a month later (early in February, after I had AGAIN contacted Vodacom (this time telephonically) an agent ("Elvina") phoned me and said that it was impossible to stop a recurring bundle, because their rule is that if one purchases it once, it automatically becomes recurring and that it would be in place until my contract expires (almost 1½ yrs in the future!). I was very upset, and said I don't accept it (especially since I purchased a "once-off" bundle only - which would not even have been necessary if my data hadn't disappeared - and insisted on speaking to her superior. She asked me to hold the line, and a few minutes later she said that she had stopped the recurring data bundle, and confirmed that I would not be billed on this any further (Ref. 134908828717598).

But this month I was billed for it AGAIN, and the money was deducted from my bank account! For five months now almost double the amount of my contract amount gets deducted, something I did not sign up for, and don't want!

PLEASE HELP! (I tried to upload an e-mail thread, but your platform didn't allow it).

I on the 26th Jan 2021 requested a call limit to be placed on two numbers. I was told to send the instruction on letterhead and copy of ID. I was told to send it from CO email. I did. Got reply that a gmail address is not a CO email address and my query is CLOSED. I emailed back that it is not acceptable and no requirement that domain be purchased to obtain a non-gmail account. Both the above numbers were disabled. Both numbers are attached to business which had to halt as a result of the malicious actions of the staff. The person involved in the emails are a Uwais from this email address: [protected]@vodacom.co.za. This was no accident that the lines suddenly no longer work and the instruction could not be misunderstood.

Vodacom failed to register my payment on their system and blocked my line which I use for business without notice. Took more than 24 hours to get my line re-instated.

I am deeply dissapointed in Vodacom. Ive been a customer since 2004. I wanted to upgrade my contract on Sunday just to be told they have no stock and they will phone the Greenacres branch which the guy didnt coz he said there was no answer but inbetween and me standing in the door he first eats and drinks then realized Im still waiting then he was supposed to call me this morning which he never did. This is the Data shop in Baywest mall Port Elizabeth.

Had power failure on Friday 26/02. Modem bombed out. Get solid red power light. Call center unable to reset after numerous calls. I'm working from home and can't wait any longer for connection.
Call center attendance does not call back as promised. Waiting periods for attending to faults are too long.

My contract expired in november, I called vodacom before expiration date to inform that I will be cancelling and do not wish to upgrade. Agent assured me all was in order. December I receive another statement. Called vodacom again, only to be told the previous agent did not do the cancellation but this agent will sort it out. Come month end, vodacom deducts money. Call again, new agent told me the previous 1 did not cancel, but she would do it. Few weeks later, another statement. Called again, exactly the same story. Come end of the third month, I decided to block their debit order. Now I receive a statement that my account is in arrears. Call the customer care, explain the whole story, agent tells me she need to transfer me to collections. Explain the whole story to collections, agent tells me she need to transfer me back to customer care. Explain the story again, and guess what, I need to be transferred back to collection. I tell this woman that she will not transfer me as I have been speaking to 4 people and no one can assist but they keep transferring me and she just dumps the phone in my ears... What a bunch of incompentent people they have working in their customer care!

I applied for an upgrade with vodacom which for some reason was converted to a new line. I was not aware of this because when they delivered the device there was no new simcard. I have contacted them a couple of times to resolve the issue and they said that they cant switch lines on the 16th of February I spoke to Mishack he said that he will log a request for the contract to be cancelled and the device will be collected within 7 days- he called me again on the 19th to confirm this. On the 25th of February I called them again and spoke to Linda Ntsundu who was very rude - refused to give me a reference number for the call and refused to give me his team leaders (Refiloe) surname and contact details. Refiloe called me back and because I was busy with work I requested her to call me back in 5 minutes which never happened. Today (01 March) I called them again and spoke to Sasha Gope and she said her team leader Curtis Green said she must escalate my query. I requested to speak to Curtis who was apparently busy. I also requested that he calls me back and I am still waiting.

I have been debited twice so far for a line that has never been active and worse I never received the sim card

Nothing even after so many calls:
Customer service
16 February
1. Lethabo - customer service
2. Alton - Online Sales
3.Mishak - After sales
Ref: 005803100fbf9267
25 February
4.Linda Ntshudu
5.Team Leader: Refilwe
01 March
6. Sasha Gope
Awaiting call from Curtis Green - team leader