Vodacom
reviews and complaints

To whom it may concern

I recently made the mistake to take out a new phone contract with Vodacom and if I could go back in time the first thing I would change would be to undo this mistake.

I got notified that there was an outstanding amount of approximately R250 that needed to be paid on the account to stop the services from being suspended on the 19th of February. The payment was made a week before the deadline and unfortunately the reference number was incorrect.

On the 19th my phone services were suspended and after sending the proof of payment to the correct party I was told that my phone service would be reinstated within 3-4 hours. After the first day of nothing happening my mother phoned multiple times a day to find out what was happening as I was unable to call myself. When I tried calling them myself I was greeted with horrible service and a rude lady at one of your call centers. Due to the account being in my mother's name, I was unable to make any progress without her verification.

I don't appreciate being treated horribly and like I am a criminal just because I was trying to sort out an issue that I was told would be sorted out days ago. I understand that without my mothers verification she could not help me but the manner in which she treated me was horrible and totally unjustified.

This issue was only resolved when my mother paid the requested amount for the second time and she had to send the proof of payment through again. I was without a phone for four days which nearly cost me a job opportunity and I was unable to go to a scheduled interview. My mother encountered the same issue when she spoke to someone from the call centre on Saturday morning as they were arrogant and unhelpful. This was after we both phoned numerous times every day without any help or progress.

This was the worst service I have ever received from a phone service provider and I am seriously sorry that I chose to do business with Vodacom. Not a single person was able to help me connect with someone higher up that could assist me.

Kind regards

Sheldon Joubert

Hi, i stay in Mashau Thondoni. I've been complaining about network since 2019, references has been given/opened and closed without any change. My last ref no [protected]. my family uses Vodacom network on all network requirements. vodacom is not doing anything to assist us we have 3 contracts with this network.
Can you please assist us and the cummunity of Mashau Thondoni in general.

regards

I have paid my account. Sending emails to Lebo at Vodacom Lebogang Mochitele and '[protected]@vodacom.co.za'
I have proof they reading my emails and spoke to hellopeter vodacom of which they send me letters that my account is closed, and they have managed to debit my account on a monthly basis and still sending me smse harrassing me and telling me I am not paying my account. But the account has been closed and they have to refund me.

I spoke to them last week and then they tell me I must direct the querie to the person that is dealing with it, but Lebo is not doing anything about this.

I dont know where to go anymore.

Any suggestions or help

Marlene
marlene.[protected]@gmail.com

I have a serious problem with being phoned by vodacom representatives phoning me with deals and giving false information to catch me in a deal I do not want.
This week I received a call on [protected] (check your records who phoned me) he said that because I am such a loyal customer my other contract number will no longer pay its monthly amount because it will be changed to r175 which will be for 5gm. I asked if it was additional and he insisted it will replace the payment I currently pay. He then wanted permission to load the new debit order. Again he confirmed I will only pay r175 for [protected] and the r 500 odd payment falls away. I agreed. Later I received a message on my number about a 'bonus data bundle @ 50% discount. Then another message to [protected] saying the bundle was loaded and r175 will be added to my bill.
This is false marketting and fraud.
Rectify this matter and I want evidence of the representative being dealt with.

I have been laying complaints [protected] and [protected] to vodacom about a subscription of 2Gb x2 data that i don't know about
My query has been closed with consultation I don't know of the outcome.

The are 3 things that I don't understand, if they say I have subscribed to this 2Gb data.
- the first time it was the 1st of January then why m I being billed in February for what happened on the 1st of Jan 2020?.
- which number did I dial where the are terms and conditions.
- why would I subscribe to something that I will pay later while on the first I have received my monthly airtime allocation which for the past 20+ months I have been receiving and was buying data with.
- On the 24/02/2020 a consultant from Vodacom called Iksaan called and wanted to know if i am happy with their service and i said no i explained my problem, he checked on his system and he told me that the was a mistake and the 2gb data x2 has been removed i will be paying my monthly fee which is +R149 that i had an agreement with from the start with vodacom. To my suprise on the 28/02/202 a deduction of R415.99 was made by Vodacom. Please pull out the recording and listen to it.

Please look into this and advise accordingly I am not happy for paying for something that I didn't do.

Thank you
Emmah
[protected]

I am a long standing client of vodacom. I have a cellphone contract and data contract. I now want to increase the data on my cellphone contract BUT the differences in price are outrageous!

How can you offer me 20GB data for R229 with my Router yet data for contract is R249 for 2GB!

I would like the same data package, namely 20GB added to my phone contract - whay can't that be done? I have a router and that will continue but i dont always have my router with me.

Really!

I must say that for a customer of over 15 years with Vodacom I'm disgusted to how I have been treated. 12 Feb, I was put through to the retention centre as I'm up for an upgrade. I spoke to a Oscar that told me he would send me a special deal for being a loyal customer. I received a written text email from a nonreply address about price package and phone. I called back to see how I could get this. he was not available and was told will be called back. Nothing happened. I then called again and spoke to Mandisa that offer me the same and I was keen and wanted to sign up. she said she will have details sent to me. I received an upgrade equipment quotation with a price but not the package we agreed upon. I then called again and spoke to Mandisa that said her system can't load what she said she would do on a contract, but I should take her word and ignore quotation. she then told she can send me my contract and that the deal is done, nothing I can do now. I told her this is not acceptable. Even spoke to Tashriq Franke who is her team leader and he said the same thing, it's done. nothing can be sent to confirm what we spoke of. I said again I'm not accepting this. He told me he will get his manager Umpho Phahlane to call me, she did not. I called thrice on different days to ask for her, she is never available. now i have a courier company wanting to deliver a phone to a contract I did not agree on. Every time you call the centre and go through to the upgrade centre you get a text stating you are due your upgrade, I have 15 texts stating this to show how many times I have called to help their business but they clearly don't give a damn about retaining business. I even have a uncap fibre contract with Vodacom to have shown my loyal support to this brand. Why I don't know now.

SR200214-146319 - still waiting for whatever dept to do their work and configure my router. Now this morning I get told they can't pick up my router!? .. I have been WITHOUT INTERNET FOR 2 WEEKS after submitting my change of address beginning of JANUARY, and you have billed me for the full amount?
CAN SOMEONE WITH AUTHORITY PHONE ME WITH A SOLUTION TODAY! It does not seem there is any team leader or manager at Vodacom, because no one is available to give me a straight answer.
All I want is internet, all the hardware is installed. Look at the log on this number and you'll see how much of a battle this has been.

I AM FED UP WITH THIS NONSENSE.

See attached my original relocation form, the date signed and the date requested for the installation to be done and tell me you do Not understand why I am so disappointed.

Michele
[protected]

I have been a Vodacom customer for about 25 years.

The latest contract I took out with you was about two and a half years ago and has been an absolute nightmare.

I got an iphone 7 on a contract costing me about R700 a month. about 22 months after starting this contract, I called Vodacom to enquire about an upgrade, as I have done every two years for the last 25 plus years, only to be informed that I was not due for an upgrade for another year because this was now a three year contract?

Never before had there been a three year contract involved or mentioned.
After numerous calls, screaming matches etc over the next two months, I was told that my contract had ended and that I now qualified for an upgrade . I was also told that I was now on a month to month plan.

On going to the Vodacom shop in the Vaal Mall on about the 21st of February, I decided to do the upgrade that I qualify for. I explained to the assistant that the reason for this upgrade, (or lets say downgrade) was that I wanted to reduce my monthly cellphone fees, He was helpful and said that with a new Iphone 6s the monthly fees would now be around R360 a month. This was great and I said I would like to do the upgrade.

On taking a copy of my Identity document .the assistant then went to fetch my new phone...The store had none in stock .The assistant then said he would call me when they had got new stock and he said it should be on Monday the 24th of Feb. I asked him if I could pay the R150 upgrade fee and he said no only when I came to collect the phone next week.All he would need was my ID and the upgrade fee.

On Thursday the 26th of Feb, I was once again in the area and not having had any call from Vodacom, decided to again go to the store .At reception The lady said that they now had the iphone 6s in stock and I could now complete the upgrade process. The assistant that I had originally spoken to was not there and the store had no record of my pending upgrade .

I sat down with a new assistant and she again took a copy of my ID document and then brought me some forms to complete.. THEN she pointed out that There was still an amount of around R2700 outstanding on my I phone 7 contract. I LOST IT...As far as I know, my contract on the iphone 7 had finished in September after the 2 year period and I Had been on a month to month fee from then until now.

I stormed out of the shop and am extremely annoyed with Vodacom again.

What would have happened if I had signed the upgrade forms..? would I then be invoiced for two contracts?

The left hand does not know what the right hand is doing at Vodacom and people are being ripped off because of misinformation .

I have had enough now .I need to reduce my monthly fees and no one wants to assist in the matter . I am being left with no alternative other then to just stop paying and going to another service provider.

R.E.Halse

[protected]

Hereby I would like to cancel all contracts and business agreements with Vodacom. I have been trying for 3 months to get Vodacom employees to understand that items on the statement was never invoiced to me. Cost against me has no proof, except on an statement, which does not agree with my invoices. I disagree with the amount of R 17 884.75 that I apparently own Vodacom. I have communicated with various departments of Vodacom and been in different shops for assistants. The buckets gets passed and I have to run all over, hitting a concrete wall every time. My tel nr I am using [protected] has been disconnected for three months. I also use this nr for my work contact. Previously I paid money to autopage
R 15 000 which was never paid to Vodacom and I had to settle the bill. Again no assistance from Vodacom.
I am getting billed for items I do not no off. There is no proof of data useage, but I have to pay for extra data used.
Arangements was made with Vodacom to put my nr on pre-paid until these problems has been sorted. When I quarry about this I was told that I have been handed over to the lawyers. Well Vodacom I do not agree with this and therefore I can not pay any more monies to Vodacom and would like to cancell all contracts.

Device was booked in for repairs on the 23rd of December 2019, I received one message stating that device was booked in at the Clearwater Branch with Job no: [protected]. In January I followed up with the repairs centre and the consultant advised me that device was not received so I went back to the Clearwater branch where they assured me the device was couriered to the repairs centre they then phoned the repairs centre and advised that they indeed did receive the device and made a note on the system on the 24 of January 2020 that they are currently busy. Since that we had no call or sms from repairs centre as to what the progress on the device are and whenever I call, phones always ringing or they put you through to someone who never answers and eventually the line gets dropped. Today is the 25th of February 2020 still no feedback on the device and I am still without a cell phone and Vodacom is just not feeling a thing...I am paying this contract every month for nothing I am paying and getting airtime for my phone to lay at the repairs centre. I think this is ridiculous... and so frustrating that I the client needs to follow up every day and Vodacom is just not bringing their side. I have been a client of yours for 7 years and every day Vodacom is just not worrying about client service. I Hereby attached the screen shot of the repairs screen I get when logging into my account... not very helpful either...

Do not hesitate to contact me on:

[protected] or [protected]@gmail.com

Kind Regards

Renaldo Hoon

Came over to Vodacom on black friday Nov 2019. Since then struggling to get SMS'e activated. Being send back and forward between call centre and branches. Spend hours on call centre. Call centre insist I must go back to branch contract was signed. Then later I get sms, query closed.

Being at Cape Gate, Century City and Tygervalley branch. They were also not able to fix.

Michele Briedenham
[protected]

I was contacted by Bevin to take out a contract around the 10th January 2020. Cell number is 076 431 3294. I agreed on the contract. He asked me which date my account should be debited and I said on the 25th of January. My account was debited on the 23rd when I distinctly said the 25th. Now my account is in arrears of a hundred and odd rands which I am not happy about. Instead of paying the contract fee of R175 plus insurance. I have to pay R269.87.

Cheryl Kuscus
[protected]

According to my contract, I am allowed to exchange my upgraded phone within 7 days should I not be happy with it.
I upgraded on 14.02.2020, today I went back to the shop to exchange the phone as I am not satisfied. I was told that I can only exchange the phone if there is a factory fault on it. Unfortunately, that is not what I read or understood from my contract.
hey advised me to phone Vanessa at head office. I have been phoning her from 14h00 and every time she tells me that she cannot assist me and that I need to phone her back after 5 minutes.
The last time I phone was 16h30.

Please get back to me before 19h00 today as I need this issue to be resolved to know which steps to take next.

Kind Regards,
Mariaan
[protected]

SR Number SR200205-120483
Abstract Vodacom Fibre, FTTH Add on Products
Opened 02/05/2020 1:36:16 PM
Dear Mrs. Ferreira
Reference Number:SR200130-103502
OWNER (ZE2001-86471)
Service Request Opened on: 30/01/2020 13:56:44 Service Request Summary: Vodacom Fibre, FTTH Add on Products
To whom this may concern,

Below email has been received for the LTE dongle that I was suppose to receive with my Fibre router 3 weeks ago. This matter is still not resolved and now I must phone everyday to find out what the status is on my profile. Order has been placed with a Vodacom Agent on the 29th of January 2020 but unfortunately an agent has cancelled it on there side stating that the person accidentally used the wrong order number on my profile. I had to phone and start a new one. The current agent assigned to the profile has not done anything regarding this issue except "sending an email to dispute". I would just like some confirmation ( concrete information) why this is such a HUGE inconvenience for me to get this back up dongle when it was suppose to be sent the first time. I have only received ONE call so far from a Vodacom agent and this was not even relevant to me as the agent didn't even know what to do or what to tell me regarding this process. I have been a client with Vodacom from last year July 2019 and never have I had any problems or inconveniences related to products. I have always received good service from Vodacom, but unfortunately this time I as a customer has been let down regarding this matter. If someone can please check on this and notify me when this week I will receive this as I am not prepared to wait one more week.

I hope this matter can be resolved as quick as possible.
Thanking you in advance.

Good day i would like to complain. we went to Vodacom Chatz N1 City in Western Cape. we saw the new Christmas deal book on the 9th December and we needed to up grade my wife's current contract and we wanted to get the PS4 which was in the magazine for my 10 year old for Xmas. On the 12th December we returned to the shop did all the paper work for the cell upgrade as well for the PS4. we were told that they will place order for both and let us know when we can collect. A week later when we returned to the shop we were told that they have the cell but not PS4 and the manager Nazeem spoke to the buyer and was told that it might only come about the 28th of December. we in turned said okay we will wait. the beginning of January we went back to the shop and they said that they will try and have by the end of January and said okay cause then we can give it to by 10 year old for his birthday in February. At the end of January when we went to the shop the sales man and the manager could not even look us in the eye and we then cancelled the PS4 as we needed to get the cell. i am extremely disappointed in Vodacom as i am in retail and the customers industry for over 25 years. we walked in 5 days after the December deal magazine was out and you had no stock. this tells me that you put a product in a deal book and you knew you had know stock. This is bad planning or a way to get people to sign up and get feet through the door. I know from sales experience that companies first test the waters to see how the response is before they order stock that hey can't return. i would like to get a response that makes sense and that there is a way of you assisting me in getting this item as i was a list at Vodacom Canal Walk and had no contact from them.

Good day,
I have been querying the below for two months now but with no success... I want to know why after the upgrade I am paying more than what was agreed to via the below email - I was contacted by a customer care person advising that he will handle my query - he will investigate and revert back... He said it looks like she quoted incorrectly and that he will need to investigate further and get back to me... It has been two weeks now with no reply back...
If vodacom does not want to honor her quote confirmed via email as below... I want to cancel everything with them!

From: [protected]
Date: thu, 10 oct 2019, 10:54
Subject: vodacom contract update
To:

Good day ms lategan

Hope this email finds you well.

Please kindly view your current packages and prices :

1.[protected]-you receive r50 airtime and you pay r50

2.[protected]-you receive r150 airtime and you pay r262

3.[protected]-you receive 20gb data and you pay r551

4.[protected]-you receive r200 airtime and you pay r292

Vodacom has already upgraded your data line to 50gb anytime data, your bill will now be reduced down to r299

On the number [protected], we can increase your airtime to r230 and reduce the bill down to r169

On the number [protected], we can increase your airtime to r230 and reduce the bill down to r169

On the number [protected], we can increase your airtime to r65 and reduce the bill down to r49

In total you pay r1155

However if you remain on a sim only, your monthly bill will go down to r686

No upgrade fees, no once off admin fees

For any assistance, please kindly send me a message and I will call you back

Full name : kayshree govender

I have requested numerous times for this company to change my debit order from the first to the last day of the month as this is when I get paid... But they have not changed it... The call centre agents keep passing me around and with my job I don't have the time to sit on calls for long periods of time...

So I keep getting into arrears and having to pay extra and bank chargers and then debited extra and also when you are in arrears yo cannot make any changes on your account...

There is no winning is this slavery of debt

Good Day

According to the below, Cell phone number [protected] bought the below via online and USSD.

USSD-[protected] 2019-12-02 14:43:05 Modify Add - 5GB_Bonus Data Bundle @ 50% Discount; Complete 2019-12-02 14:43:05 [protected]
SADMIN USSD
ONLINE-[protected] 2019-12-05 08:03:20 Modify Add - 100min_Bonus Voice Bundle @ 25% Discount; Complete 2019-12-05 08:03:20 [protected] SADMIN ONLINE

Well if this number bought the data and voice minutes why was the messages send to [protected]?"? Please see the screen shots from cell number [protected] attached.

The other thing is a 8 year old is using the number [protected] he was in school both days 2 and 5 December and no one else is using the phone as we only return home after 5 every day. So it's impossible that this data was activated from this number. Are you telling me the data was activated from number [protected] for [protected].

I need to have Vodacom look into this as the bill will only be paid once this has been sorted out.

I have also called a few times asking for this voice minutes and data to be cancelled but was told that I will have to pay for it again on the new bill.

REF134603423676193
ID - [protected]

Hope to hear from you soon.

Irma Jacobs

Signature Version 01/09/2019 06:00
From: Hili, Portia, Vodacom South Africa (External) [mailto:Portia.[protected]@vcontractor.co.za]
Sent: 10 February 2020 08:09 PM
To: Rovina Jacobs
Subject: Value Added Services

Good day

USSD-[protected] 2019-12-02 14:43:05 Modify Add - 5GB_Bonus Data Bundle @ 50% Discount; Complete 2019-12-02 14:43:05 [protected]
SADMIN USSD
ONLINE-[protected] 2019-12-05 08:03:20 Modify Add - 100min_Bonus Voice Bundle @ 25% Discount; Complete 2019-12-05 08:03:20 [protected] SADMIN ONLINE

Kind regards
Portia

"This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

Signature Version dd/mm/yyyy hh:mm
NB: This Email and its contents are subject to the Eskom Holdings SOC Ltd EMAIL LEGAL NOTICE which can be viewed at http://www.eskom.co.za/Pages/Email_Legal_Spam_Disclaimer.aspx

My name is Prince Abraham, I applied for vodacom Fibre early December. They only managed to do installation on the 6th of January. Since installation my Fibre have never worked. I have been making a lot of calls to 0821904 and I have not been getting positive response, funny enough I received a statement that I am supposed to pay R749 for January. I have never used your services and your call center agents are very unprofessional. They was a time when they sent someone to look at my connection and the guy said he was going to come back the following day, he never called or anything. I tried to cancel the derive and use other serious providers and I was told it can only be done after 30 days. I am highly disappointed with your service.