Vodacom
reviews and complaints

My cell nr [protected]
Account nr [protected]-6
My contract expired with Vodacom and I was contacted by Vodacom for Airtime subs - U choose flexi rental R56.52
At first they only deducted the airtime subs, but now the last few months they are deducting the accidental damage insurance again with the amount of R118. Why is this happening? This is not a new cellphone contract. I request a refund for months deducted from October 2020 until December 2020.
Subscription Charges
Accidental Damage Insurance
November
118.00
Airtime Subs - uChoose Flexi 65 Line Rental
November
56.52
Reduced Subscription Discount-New
November
-13.91
VAS - Caller Identity Subscription
November
8.69
Total Subscription Charges
160.61

Cancelation - upgrade - devices never delivered.
Note says client declined (fraud)
Vodacom ran out of devices
Promised new devices
Still waiting.

I'm paying for a fibre contract 8 months already and it has not been installed in my unit. I was promised that I will be installed within 3 months. I was only given a router with monthly 100G data. Vodacom refused to switch to uncapped data due to the delay in the installation. I have since learnt that there is wi-fi cables in my area but I have been made to wait 8 months for installation, paying a full subscription. I'm a loyal vodacom customer of so many years. I won't be renewing my primary contract with vodacom, I feel abused. My 4 children could not study and attend online classes during the lockdown due to this experience. The TV box I had purchased for streaming was a waste. My conclusion is that vodacom does not care about me and my family. I just wonder if all customers of different races are treated this way.

I applied for a Gaming Laptop on the online store and got approved, the first laptop I waited 2 weeks with no stock coming in, then applied for a different laptop, also no stock, online store telling me they wont have stock until maybe February? Why advertise the deal if there is NO STOCK?

Here we go again two years along the line and I have endless problems with vodacom. I am really really disappointed.

On the 23rd of september 2020 a lady phoned me regarding my contracts with vodacom. I first told her that I wanted to cancel 3 of my contracts with you and make them prepaid. She convinced after along struggle to make two of the contracts numbers [protected] and [protected]) to be as follow: I pay r89 and get r125 airtime per month (before this she gave me other options that I did not accept) but this deal I said yes to if both these numbers are changed to r89 per I will keep it then. The data account I see was changed as discussed to r 36-00 thank you for that. But the other two accounts are still almost r 200. This new reduced contract I was told will be from october 2020 and when I go onto my vodacom app it shows that these two accounts were not changed.

I am tired to always fight with vodacom to get what was agreed upon this is poor service. You guys phoned me and convinced me to take this better deal. I wanted to cancel my accounts. If this is the way it is going to be everytime I really will seek another service provider who will keep true to their word.

I am sending you this email because you were the one that helped me the last time as well. See email from 2 years ago.

I am really disappointed with this. Would you be able to assist me?

The main cell phone number is [protected].

I received this order number: [protected]. But I think this was for the data bundle account. If this can help you solve my problem. (the data bundel I had to phone another number and I spoke to a man regarding this and he did what he said he was going to do. The data bundle number was changed as discussed).

Regards,

Vodacom complete lack of customer services, and incorrect upgrade of contract has resulted in complete lock of account, multiple months of billing on wrong accounts, and now finally a complete mess of my Vodacom account and credit score

In Summary,
Where it started.
 I upgraded my data package, [protected], with Vodacom in January 2020 through your online agent (contact no. [protected]) that contacted me. The data contract was agreed to have 100Gb anytime and 50Gb nightime per month. After receiving the modem was able to use only night time. Contacting Vodacom it revealed that I was give a 50Gb nighttime contract only. I then tried cancelling the contract during the "cool down period". The agent though, proposed that we investigate the issue to get correct contract, and that I will still have the option to cancel if this is not resolved.
o Please note - at this time I have already spend all my airtime for 2 months phoning your agents to solve this issue
 After 2 months and 3 investigations with Vodacom and your agent I still did not have it solved, and we agreed that the contract will be cancelled since I am running a busines with no internet!
(Please note - I never received in communications regarding what is happening in this whole last 8 months from any logged investigation. Everyone I contacted had no answer and just said I need to log a new investigation)
 Up to this point I have been paying the approx. R800/month for the [protected] Data contract. I have not used
 Vodacom then continued debiting my account monthly, after logging numerous investigations with Vodacom to resolve this contract ([protected]). I then phone accounts in April and May 2020, and threatened to reverse the debits on my accounts since I could not afford the payments, where I am spending R1000 with another supplier for data at that point.
 After 2 months of threats I then reversed the debit from Vodacom at my bank in May. Vodacom then blocked all my accounts and I could not make any outgoing calls
 The next month you debited my account for the two months, June. Following that I reversed it again, and issued a letter at Vodaworld, Midrnad helpdesk revoking Vodacom authority to debit any money from my account (26 June 2020). During this time a new investigation was logged
 New Investigation: After 2 emails to Vodacom enquiring around what is happening with the investigation I gave up! I have spend hours of time, while trying to keep my company afloat during COVID. THANKS VODACOM!
o NOTE: CANNOT USE ANY OF MY VODACOM ACCOUNTS SINCE ITS ALL BLOCKED BECAUSE OF NON-PAYMENT
 13 November I went to Vodacom again to try and resolve this. Was told by helpdesk and Vodacom accounts that the case has been handed to your MDD (debt collectors). I was also ONLY THEN told that data contract resolved and debited R3246 on the 22 July 2020. NOTE: Still no communication to the client up to this point. This is credited to my Vodacom account, that conveniently pays of the running bill there for services I could not use, and Now I supposedly should still owe R2206 for services I could not use!
 16th MDD Phone Call: Phone MDD on the 16th November and they said that the case is not with them. (Spoke to Sihindile) Phoned Vodacom accounts again on the 16ht and they said I must email legal
 Phone accounts on 21 November requesting to at least convert the following accounts [protected] and the Uchoose 60 Line Rental, to prepaid while this is resolved with legal. Was told I cannot convert but must first speak to legal.
I am compiling a timeline of all investigations, phone calls during this period. Will forward this to you at legal.

TIMELINE OF EVENTS - I Have proof of below. Unfortunately its not the complete picture, but partial picture
There has been numerous discussions, not all documented. These are the ones documented.

Date
January 2020
[protected]) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special.
After 3 days of evaluating, contract upgrade accepted
31 Jan 2020
RAM Couriers RAM Couriers delivers modem and sim Card Ref: K192 9014
5- 12 February 2020
Internet Connection Issues - Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call.
1) At first they tried to reset the Vodacom signal. DID NOT WORK
2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs.
2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT
3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB? Not possible
Investigations were logged around contract type. Did not record these Investigations Numbers
Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.

February 2020

Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call

Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade.
25Feb 3:27pm
Mondi Mobile [protected] Called Mondi Mobile to resolve Contract issue on correct package
25 March 8:26am
25March 8:23 am
Mondi Mobile [protected] Called Mondi Mobile to resolve Contract issue on correct package
25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: [protected]
06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: [protected]
06 April 2:29pm
06 April 2:15pm
Mondi Mobile [protected] Called Mondi Mobile to resolve Contract issue on correct package
28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business
April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit.
May - June 2020
Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months.
NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm - 5am to do my work!

Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm (Note - it was approximate a month between these two events)

I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!

19 May 2020
RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020
25 May 11:37
25 May 11:36
Mondi Mobile [protected] Called Mondi Mobile to resolve Contract issue on correct package
End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES

NOTE - So, at this point I have paid 3 x R800 (approx. extra with previous payments)
June 2020 Primary contact number for Vodacom - [protected] now blocked by Vodacom because of non payment. No service received

NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES
June 2020
Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES

24 June 3:52pm
Phoned Vodacom Accounts
3:52pm
3:49 pm
3:48 pm
Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged
25 June Phone Vodacom Accounts (082 1946) since no Resolution

9:44am
10:01am
10:00 am
11:25am
Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged
27 June 2020
Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: [protected] voda world,
27 June
Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom
30 June 2020
Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation
31 June 2020
SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me
JUST LIKE BEFORE - A DARK PIT OF DISPAIR
I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist
01 July 2020
Email Vodaworld again for feedback Email Diego again asking for assistance and clarity
13 July 2020
RAM Couriers
[protected]) Collects Vodacom Modem at 3:56pm

15 July 2020
Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved.
Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected
I GAVE UP - NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID. THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!?
06 August
Call to Mondi Mobile One More attempt
Enquired about when the Data Upgrade will be reversed and when this will finally be resolved.
Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected

13 November 2020
Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved.
Consultant prints out statement and states that according to statements the contract was revered in July somewhere?

PS - ZERO comms to their client

Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me
16 November 2020
Phone MDD Debt MDD Debt cannot find file, Cannot advise
18 November 2020
Phoned MDD debt again MDD Debt cannot find file, Cannot advise
18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal
23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained.
Accounts indicates they are not able. I must email legal.
Request to convert to prepaid:
4) Primary Number - [protected] :
a. Convert/Cancel Uchoose flexi
b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that?. Please remove
5) U choose Line Rental - Convert or cancel (no idea what this is)
6) [protected] - Convert/ Cancel
a. I don't have the SIM
Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again
7)
23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.

GEUSS WHAT - NO response up to 30 November. No Surprise?
27 November 2020 Identified Vodacom primary line - [protected], allowing phone calls again.
Made payment for the primary number for this month

30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts

Lets see if there is any response?
Conclusion:
I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.

Sitting with 3 x unused contracts that are being paid for every month, should be a quick, 1, 2, 3, step to cancel on line but no such luck. Told by a consultant that the Cancellations.retensions email does'nt work and have to come in (this during covid), and on top of that whilst talking to the consultant, she put the phone down on me when I queried the fact that I find it amazing that it's quick to keep charging for additional stuff, but will not cancel on an online request. I also seem to be charged R 500 more on my last payment. I need the following cancelled with immediate effect and a full comprehensive invoice / statement for October / November as I have not asked for any additional costs per month other than once off data here and there. Numbers to be cancelled are (which i have been trying to cancel but still getting charged for) are:
076 3331951
064 9065459
082 6865975 and also now 082 441 8625 as there are no viable upgrades available.

I have also been trying to get a price friendly upgrade on [protected] to no avail, very expensive.

Regards
Kevin Batham
[protected]

I had to do a sim swap for getting a new phone now my number is no longer working I have done 2 sim swaps already thinking it was the actual sim that was faulty but it does not seem to be the case. I logged a service request on my line but still nothing has happend. I need this problem resolved asap. This has caused me loss of business and is unacceptable. The number that I am having a problem with is [protected]

Good day
RE: Vodacom: I4309875
I have upgraded during the early time of lockdown, where a sales person spoke to me and my wife to get a better package, I was told the account will be around r1200 a month that never happened, I am up and down to vodacom outlets to try to fix this problem, every time I am told "we will take the extra data packages off" that vodacom add to the account every month! This never ever happened! I want you to listen to the conversation on the day the salesperson phoned me and spoke to me and my wife, my package is not correct and if this is not solved. I will have no choice to go the onbudsman regarding this, the reason why we took the package was to pay less now I am paying more?
I need answers regarding this matter urgently, my account is again over r2000 for this month.
Thanks Colin Cillie

I logged a call in October 2019, indicating that I wanted my insurance cancelled as I had gone with another supplier for insurance. The insurance amount was cancelled for one month in November and then reinstated again at a later stage. I did not take notice of this till around April 2020 and realized I was still paying device insurance with vodacom and my new supplier. I queried about the matter around June of this year and was assured the policy was cancelled. it still continued to go off. I then went to the Northgate branch where I was assisted by Lianne, she advised that insurance is dealt with by Finrite and contacted the agent there who was dealing with the matter: Leesum Phillips | Policy Agent
Finrite Administrators (Pty) Ltd

I received an email from Leesum assuring me the policy was now finally cancelled a year later and that I would receive a credit refund for the money that was taken. He could not advise on the amount but I should receive the refund at the end of Oct.

I communicated via email to him closer to the end of October and he then said that he was not sure when this pay would happen and then disappeared from communication completely. I called the call center which as you know takes up to an hour to answer and I spoke to a team leader who assured me he would call in the next day to give me progress but surprise surprise no call. These kind of follow ups and consistent chasing people takes time and energy.

I called through yesterday 25th November and an agent advised that no supervisors where available and that she would get Someone to call me back. No call!

I am currently due for an upgrade and I have been with Vodacom for many years with pretty much the same disgusting service on most occasions if not at the branch then at the call center. The only reason I have stayed with Vodacom as a provider is owing to the inconvenience of changing suppliers but I am at that point now. Not that I believe it would mean anything to the large amount of profits already being made, I am just a drop in that ocean.

This is hard earned money that you have taken from me for months and I find it highly disgusting and unethical that there is no line of sight in paying me back what is due!

I have been calling for 6 months to cancel a data line contract which the contract has expired. Every consultant says they will cancel it but never does! But its easy for vodacom to increase the price of said data line. Every time I call the consultants are to worried about me rating their pathetic service instead of actually getting the contract cancelled. Now I have to pay more for a service I have baan trying to cancel!

Three months ago a applied for Fibre to the home. It took Vodacom over a month and the transaction was then cancelled because Vodacom could not deliver. They claim to have had issues with FrogFoot.
Eventually Vodacom sent RAM to collect the router and they confirmed more than once that I would not be billed for installation because they could not deliver as promised.
Two months later I received an invoice via the Vodacom APP for R1700.00
I have tried to get it rectified for two weeks because my debit orders go off on the 20th of the month. I have had no help from Vodacom.
Every day I phone and e-mail and the same story. Peter is working on it.
Peter needs to pull his finger and get this sorted. Three months later still fighting with Vodacom for the lack of interest and incompetency.

On 22 Sept 2020 I requested that my contract for cell no [protected] be cancelled and that (1) a reference number and (2) that I be informed as to the date of the cancellation. On 6 and 13 Oct 2020 I sent follow up emails to Kenosi Leshoro. No response. On 20 N0v 2020 I called cancellations and requested to speak to a supervisor. I was told he will call back. today is 24 Nov. No call received. I also need to know what the closing balance is. Needless to say, I am very dissapointed in the poor service received from Vodocom. Barbara Diana Gilfillan

I am sick and tired of vodacom who keeps debiting my account after I have cancelled my services with them.

The last time I called I was told that only one of my contracts were cancelled and that I had to cancel the other one, I was also told that I would be refunded but not once have I received my money. On the 20th of november 2020 vodacom debited my account with r215 yet I have cancelled all my services with them. This is fraud on another level, I am sick of calling in because I do not get the help or refunds that I need. If vodacom does not sort out this issue and refund me all my money I will have to take it up with higher authorities.

Tre-jean hendricks

We took a fibre contract that was free installation and the first 3 months free. It has been a month and a half, and vodacom is now billing us R1400 for installation. I have phoned them and opened a dispute. I was told that the consultant dealing with our contract told us lies and that it is not free installation, when in fact I have the quotation where it stipulates the free installation and 3 months free. Our internet was cut on Friday and we were without internet the entire weekend. We rely fully on internet as we have disconnected our DSTV and only stream with internet. This morning I am still battling to sort it out.

My father died on okt 4 th the numbers were under his personal name I send a transfer form with a death certificate! We having this account for over 20 years with Vodacom never been in arrears they just blocked the numbers and I had to go in to the closest Vodacom store they said which I did by the way a drive of 109 km filled in all the paperwork to transfer the numbers to my business 2 weeks ago the numbers are still off line and the number is till in my dads name ? I am so frustrated all my Otp etc are on this number otherwise I would have cancelled Vodacom and go to another provider but they keep me hostage with my number VODACOm South Africa sucks

I tried applying for Fibre since early this morning. Eventually after phoning the agent said that I will receive an email or SMS. Am still waiting. I tried applying again since I received no reply and agent called me back again and said I must not apply again because it will cause a problem. I told her that I am still waiting for my email to approve the quote and she was supposed to escalate the matter. I am still waiting. If this is the service I received how will fibre be

I am trying to cancel my fiber line for the last 3x months. Still waiting for the email to confirm cancellations after numerous phone calls and reference SMS's. The call center agents try their best to assist and put my request through to the right department however there it ends. Nothing happens after I receive my SMS with reference number and I still pay for a fiber line that I don't have anymore.

3 november 2020
I did a premature upgrade on my contract with vodacom.
Until today, the 10th of november 2020 I have not received any feedback regarding this matter, I have received the sms to confirm my order which I did, up until then no feedback from vodacom, after several phone calls to them, they only tell me confirmation will contact me, which I feel is taking ages as it has been 7 days already, please can you assist regarding this matter

I am an Expats who travel in and out South Africa all the time. Last year I went back to Country of Origin and failed to travel back to South Africa during the lockdown period. Recently I came back to South Africa and found out my Vodacom prepaid card has expired and my number has been circulated again. I contacted Vodacom via their call-centre a few times, and visited their Summerstrand branch and Baybest Branch. No one can help me with this. I don't need to have my number back, but I would like to have my money back as I have more than R2000 airtime in my prepaid card. Please refund me with this. My name is Shansheng Jin. My invalid Vodacom number was [protected]. Please email me with the outcome if you can: jin.[protected]@baicsa.co.za Thank you!