Vodacom
reviews and complaints

I took my Vodacom contract in January 2017 for a period of 2 years of which it was supposed to expire end of January 2019. My account was in arrears for 8 months and i sorted it out in June 2019. I checked the expiry date of my contract and a message was sent to me indicating that my contract period ends on 14 May 2021. Now it is like Vodacom wants me to pay this contract for a term of 5 years which is amount to unlawful enrichment by Vodacom. I made a follow up telephonically on checking the expiring date of my contract so i can terminate any deals with Vodacom.

I need this matter to be investigated thoroughly and for Vodacom to update their systems accordingly.

regards
Pandelani Mushiane
[protected]

Hi There

Please see communication below,
I have been sent from pillar to post by Vodacom,

On 18 June I received a cellphone deal ordered via online.
Don't have the details of 1st person I spoke to at your Online department on 20Jun to advise that I am not taking the contract and it must be collected (the box is still sealed)
Think it was Suze
I was told that it will take a week or two for the couriers to collect.
On 3 July, I called online again and spoke to Amelia.
She checked the system and advise that it was booked for Ram to collect and it will happen soon.

On 11 July, I called again and spoke to Shannon, she again checked the system and advised that it will be collected soon.
I insisted to have a time frame, but she kept on saying it will be collected soon.

I asked for customer care details as I was not happy with the slow response,
As per communication below, I sent a mail on 11 July and then received the feedback yesterday (as per communication below)

I called After Sales this morning,
Was cut off twice (spoke to Tasha/Sasha and Aubrey)
Then got through to Innocence, she advised that she is unable to assist because her department don't deal with returns older than 2 weeks and I need to call Retention @ 082 1958.
I spoke to Nomtando at Retention who advised that they only deal with contract cancellations and I have to call After Sales again.
Have advised that After Sales don't want to assist and she suggested I ask for Supervisor.

I then called AfterSales again and Lebrino advised he will assist.
He advised that Ram couriers will collect within 3-5 days - by Tue, 23July the latest.

Then I need to call on the 26th again (or he will try to call) for the cancellation and refund.

My complaint is:
• Why has the Online Department not followed the correct procedures - different people all gave me the same incorrect information for 3 weeks while I was already invoiced and debit order deducted for extra cost.
• How do I know that the parcel will be collected by RAM on Tue, 23 July as communicated by Lebrino
• When will the refund for June and July be processed?
• Will I be invoiced for August as well?
• Will I be refunded interest on the money debited off my account because no action taken when I called the 1st time?

Suggest that your staff be trained before they start dealing with the customers.
This causes extra time, frustrations, cost and inconvenience for your customers.

Kind Regards
Susanna Barnard
Cell [protected]

From: customercare@vodacom.co.za [mailto:customercare@vodacom.co.za]
Sent: Monday, 15 July 2019 07:04
To: Sunette Barnard
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0020PaEJ7EPUYXSH

Good day Sunette Barnard

Thank you for your email.

Kindly contact our Vodacom After Sales on 082 1945 (free from the Vodaacom SIM card) as they are best equipped to assist in this regard.

Operating Hours:
Monday - Friday: 08:00 - 19:00
Saturday: 09:00 - 17:00
Sunday: 09:00 - 17:00
DID YOU KNOW: you can access and monitor your account via the Vodacom Portal/App however you need to be registered.

Regards,
Zimkhitha Magqagqane

Customer Care
eService Team

On 2019/07/12 14:01, Sunette Barnard, wrote:
Hi there

This is the 2nd authentication response e-mail response I receive on e-mail sent yesterday,
What does it mean?
Why do I get to authentication replies?
&
When will I have feedback.

Regards

From: customercare@vodacom.co.za [mailto:customercare@vodacom.co.za]
Sent: Friday, 12 July 2019 13:56
To: Sunette Barnard
Subject: Vodacom Customer Care Reply - Authentication Response

----- Original Message -----
From: Sunette Barnard
To: customercare@vodacom.co.za
Sent: Thursday, July 11, 2019 11:53:29 AM GMT
Subject: Poor service delivery - urgent assistance required.

Good Day
I have been waiting 3 weeks for Vodacom to arrange collection of delivery of unwanted online order I placed.
Please see communication below for the original online order that was delivered on 18 June'19
I contacted the Vodacom on 20 June19 to advise that the person who I wanted to give the contract will not be taking it.
The box was not opened yet and they said it will be collected.
It is now 3 weeks later and 3 calls with long holding time, the box was still not collected.
When I called earlier, I was told it will be collected soon, but unable to advise when it will be collected.
&
I have been invoiced for this and now has to pay for something not being used, even when you credit me, I will have to wait another month for the credit. That is if you will credit me.
You can track the details on my ID number [protected] or my main cell number [protected]. (also attached my ID for verification)
Your customer care number 083135 is not adding any value either, when I call the number, it gives me my billing information when I press "0"
Please need the following:
• Arrange for parcel to be collected in 48 hours
• Reverse all extra cost for this order from my account in 48 hours
Regards
Sunette (Susanna) Barnard
---------- Forwarded message ---------
From: Vodacom
Date: Wed, Jun 12, 2019 at 7:29 PM
Subject: Vodacom application
To:

Hi Susanna
We have received your Vodacom contract application (reference number VODACOMDIREC-[protected]) but before we can process it, we need to check a few things.
A Call Centre agent will contact you shortly for more information, or keep an eye on your email for more information on your application.
You can track the status of your application to see how it is progressing.
PLEASE NOTE:
• Our RAM agents will request to see your ID book, Smart ID card or valid passport used to create the order before they deliver the device.
• Your device will be delivered on a weekday between 8 am and 5 pm, depending on delivery address and location.
Your order details

Samsung Galaxy A10
Device colour Black
SIM type
Stock status Stock available online
Plan type uChoose Flexi 125
Contract duration 24 months
Data allocation 0 MB data per month
Minute allocation R125 airtime month
SMS allocation 0 SMSs per month
Delivery cost Free next day delivery

Total cost (incl. VAT) R199.00 p/m

Got questions?
Call us on 082 17844, FREE from a Vodacom cellphone.
While roaming abroad, dial +[protected] to speak to Customer Care agent.

I have had contracts with Vodacom for the past 13 years and my mom had a contact for me before that. I have always been with them. I am very upset! They are a disappointment. 4 years ago we cancelled my husbands contract as I had a 2 contract on my name. We had so much trouble cancelling the contract that came to an end and ended up reversing and stopping all Debit orders. When he wanted to get another contract for my daughter, they rejected him due to owing for a contract we had cancelled many times. Now the same happened again. I called to cancel 1 contract in May 2019 as I could have upgraded in Feb 2019. We do not use the number at all for the past year. They then notified me the contract will end only in July 2019. Last Debit order 6/7/19. I agreed to that and on the 9th of July I called again to confirm about the last payment and that the contract is now closed. Just to be told it only end in Sept 2019. I wasn't happy and said that I have time dates etc of previous call and I will reverse cancel all Debit orders following. He said he spoke to supervisor that agreed that last debit order was 6/7/19 and contract is closed. I receive an email today with an invoice due for 31/7/19. Where I call Vodacom again just to hear that my last Debit order is 31/7/19. I ask to speak to some1 that I can complain to. Just to be put on hold and the call ended. I WILL never refer some1 to Vodacom again and I will not pay another sent. Will change all my accounts a of today to another service provider!

I applied for a new contract phone online and chose the smart top Up xs+ in April, which was going to be R269 p/m. At the end of May I paid my installment without any problems. Months after that my installment has increased and to date (July) I have to pay a thousand something. I contacted the call centre and they tell me that it was a mistake on their side and for me to change I have to pay R800. Please assist. Contact me on [protected] or email [protected]@gmail.com

On the 8th of July 2019 I signed a new cellphone contract with your branch at Loch Logan in Bloemfontein. As I wanted to keep my old number, which was already released by Cell C, I had to wait until the next morning before activating.

As today, 8 days later, I still had no luck in activating my number although I was promised on numerous occasions that it will be ready in minutes for activating .

On Saturday I drove 300km again to your branch at Loch Logan without any sucsess.
All answer that I get is that the system tells them Busy processing Porting.

Is that normal to wait more than a week for service? Is this the service that I can expect from Vodacom in the future?

I had to put a lot of my work on hold, afraid that my current old phone will be deacitivated while on business.
Please help

DEAR VODACOM

THIS IS NOW BECOMING AN ABSOLUTE JOKE SERIOUSLY !

WHEN IS THIS GOING TO BE SORTED ?

Description

Contact info [protected]
Nokia Serial # ALCLB352C762
Solutions ID 2-[protected]

Our address is 7 Pamela Gardens, 227 2nd Avenue, Verwoerd park, Alberton

My wife's ID Number is [protected]

We are extremely disappointed with Vodacom

Please see attached line speed screenshots

Our contact we signed for is 800GB capped data with 40GB download speed and 20GB upload speed

Which is not what we are receiving

STILL NOT THE CORRECT SPEED!

I am pleading to Vodacom to sort this matter out ASAP.

Regards
Guy

Vodacom (Pty) Ltd.
Vodacom: Service request SR190711-550953 created

SR Number SR190711-550953
Abstract Speed test 3rd request
Opened 11-07-2019 07:01:33 PM
Dear

Your Vodacom Fibre service request has been logged with customer care:

Ref Number:

SR190711-550953

Service Request Opened on:

11/07/2019 19:01:33

Service Request Summary:

Speed test 3rd request

We will contact you to confirm the service request and to discuss any further information required. We will then update you when the status of the service request changes.

If you need any assistance, please phone customer care on 082 1904, anytime of the day. Please have your reference number ready.

Vodacom: Service request SR190710-547725 created

SR Number SR190710-547725
Abstract speed test 2nd request
Opened 10-07-2019 09:08:27 PM
Dear

Your Vodacom Fibre service request has been logged with customer care:

Ref Number:

SR190710-547725

Service Request Opened on:

10/07/2019 21:08:27

Service Request Summary:

speed test 2nd request

We will contact you to confirm the service request and to discuss any further information required. We will then update you when the status of the service request changes.

If you need any assistance, please phone customer care on 082 1904, anytime of the day. Please have your reference number ready.

Vodacom: Service request SR190709-544759 created

SR Number SR190709-544759
Abstract SPEED TEST
Opened 09-07-2019 09:55:54 PM
Dear

Your Vodacom Fibre service request has been logged with customer care:

Ref Number:

SR190709-544759

Service Request Opened on:

09/07/2019 21:55:54

Service Request Summary:

SPEED TEST

We will contact you to confirm the service request and to discuss any further information required. We will then update you when the status of the service request changes.

If you need any assistance, please phone customer care on 082 1904, anytime of the day. Please have your reference number ready.

I have been having on going problems with my pre paid Vodacom number [protected]. For some unknown reason my pre paid sim sees not registered on the network. Today I bought a new sim from the local cafe, but could not get through to Vodacom Customer Care. I went to Vodacom Eastgate, and asked for help. The sales lady advised that the sim I bought from the cafe was not riccard and therefor I must buy a new sim from her for R20. I found this very strange as not long ago I also bought a new sim from the same local cafe, called Vodacom Customer Care and they did a sim swop in no time. I then asked the sales lady to get Vodacom Customer Care on the line, but the agent advised I failed the security questions and therefore I must by a new sim from the Vodashop. The lady sold me a new sim and registered the sim on her computor at Vodacom Eastgate without asking any identification or security questions? I had also called Vodacom to assist with apps being installed unusually on my phone and was advised to go to a Vodashop as they will assist without any cost implication, but once again Vodacom Eastgate refused to assist me and told me I must book the phone in. I think the service and personal protection from Vodacom is shocking.

hi, i have been using my vodacom number for more than 10years on prepaid then i took a data package which a consultant had called me and advised it was for 12 months. after 12months complete i thought my contract is over as no one had explained the terms fully that i need to send a letter of cancellation even thou i was told term is only 12months. my number would get blocked and reinstated after this 12months until my number was deleted and i was advised it is not possible to get the number back. its been a year having to explain to clients as to why i have a whatsapp number different from my current number :-(. now to my surprise my number exsists again assisgned to someone else but i had been told there is no way to ever get this number back . Vodacom has really failed us as we luv the Company but the service we receive is very bad. i am sure my number could have been assisgned back to me even if they had advised for a extra cost i would have paid as i have lost alot of clients and i now want my number back as this lady has been using my number for a few weeks now. please assist and give me back my number

on monday eve our signal went out, phoned in and logged a dispute, received a reference nr, last night, it happened again, this eve too... and it usually only get signal again at approximately 10 o clock tomorrow morning. this is an emergency phone, which is unreachable. we in cradock is tired of this poor service delivery it needs to be adressed and it needs to be rectified asap

I performed my upgrade early in the first week of July 2019.
I have had to phone in twice to check up on my delivery as no-one from Vodacom has bothered to keep me up to date. I phone in this morning, almost 2 weeks later, to be told that they have no stock. No one makes contact with me to tell me this. They believe that to keep you waiting in anticipation and not keeping you informed is the right thing to do. I have a been a Vodacom customer for 25 years and this is how I am treated. I am a so called Red Customer. I don't know what that means. Apparently it means that they can and will provide you with astonishingly bad service.
Absolutely Poor, Poor, Poor... I have since cancelled my upgrade and will be cancelling everything with Vodacom in due course. I will not tolerate ignorance nor Nonchalant attitudes. I am so disgusted with Vodacom.

I'm so unhappy with vodacom, I took 24 months data contract in April 2017 but I'm stll paying even today worse part is I was paying R308 but this past months I'm paying R527 . So I expect contracts to be a fixed amount but now it fluctuate and they don't even communicate to tell me why, they are making my life difficult and I will never trust vodacom again

I got a call towards the end of June, I was offered a router and promised to get 15GB any time and 5GB night time.
I received prorated data of 2.4 GB, I hardly used for 1 hour the data was depleted. I was informed that I can return within 14days of receiving the item. I contacted Vodacom on the 29 of June to cancel, was told that RAM will collect in the next 5 working days. I received no communication until Thursday the 4th of July. I called Vodacom to find out what happened. Apparently, there was no request logged by Vodacom to Ram to collect. they only logged after receiving my call. I was promised that it will be collected the next day. nothing happened. I contacted Ram yesterday morning the 8th of July, they assured yet again that it will be collected yesterday. I called yet again just before 4pm, I was then told that the collection was cancelled by Vodacom and they referred me back to Vodacom, so I called them. according to Vodacom the cancellation was done by Ram. Vodacom promised to call me this morning to confirm. still nothing. I have been using Vodacom for years, I have never came across this poor service. I am disappointed, in fact disappointed its an understatement.
I would appreciate if Vodacom can do the right thing and make sure that this router gets collected as promised.

I am trying to get my international calls activated on [protected] since 2018. Several letters was also sent so the office at mall of the north. After yet another visit to the mall of the north branch, i was told to visit the vodacom head office in biccard street, polokwane. I explained my query to 3 different people and they eventually told me to wait for the receptionist. I waited for 15 minutes for the receptionist to arrive to explain everything all over to her. She was very unhelpful. She then received a phone call which she answered and proceed to have the conversation with the caller while i was standing in front of her without making any effort to place the call on hold or let the caller know she has a customer in front of her which she needed to attend to. I left the office while she was on the call.
Tracey mcdonald
[protected]

Yesterday, 7 July 2019 I went to Vodacom Clearwater Mall store to take up a contract with Vodacom as I was interested in the Samsung S10 and S10e dual deal. When the sales person at the shop tried to process this he got an error message on the system and couldn't process my application further. The error message referred to the fact that my account was still open and not closed off by Vodacom on my number [protected] hence another account couldn't be opened. The reason for this was because I previously had a contract with Vodacom that I cancelled more than a year ago. The sales person at Vodacom Clearwater couldn't resolve this without this error uplifted by the acquisition team, whom where off at the time I was at the shop. This morning, 8 July 2019 I went to the Vodacom world in Midrand, ticket number B15 and they advised I get Clearwater to get this resolved by contacting the relevant call center team and process the order/application as it was on the system still. I have now called the vodacom accounts division twice this morning and spoke to Diakeseng who disconnected me after making me to hold on more than 20mins whilst she got advice from her team. The second call was with another male who pretended to not hear me when the line was crystal clear on my end. I need this resolved urgently please as I currently don't have a phone. I need my previous account closed off and this new promo activated. landline you can reach me on [protected]. This is becoming ridiculous.

4 days ago I called vodacom upgrade and sales and the consoultant I talked to a cindy she then said she wil email me all the phones there are but it has almost been 4 days that I am waiting for the email and also why can I not get the phone I want is it so hard to just order a phone or something please people be better I do not want to waist my money or I have to switch to another network? Please help me...

To whom it may concern

I went into the Vodacom Pinelands store on 19 June 2019 to get some advice on taking a contract out for my daughter. Jovana told us about some options, after some consideration we decided to take the contract out.
Jovana was going through the cost, so I asked the manager Yumna, why certain things were being charged for extra as cell c and mtn don't charged. Well his answer was that it was vodacom policy. But the way he said it was with such attitude, treating me as the customer as some dumb idiot. When I looked back him, he just rolled his eyes at me. I turned to Jovana and said he had abit of attitude, she just looked at me. Never once did Jiovana say anything about him.
The manager, the gentleman kept staring at me and my daughter which made us feel so uncomfortable while we were trying to take out the contract.

I went back to the store 20 June 2019 to finish signing the deal, only to find out the Manager had informed Jovana that I came back into the store yesterday afternoon and complained about her bad attitude / work ethic and his horrible attitude. This is complete lie, and I'm incredibly angry that he has lied about this. I'm highly offended that he has done and said this. And find this unacceptable that a manager can manipulate a situation like this for his own advantage. If I wanted to complain about his attitude I would have gone straight to head office and not directly to him.
I would like to request video footage from your store cameras showing me in store complaining. Which I know you won't be able to produce as it's all lies.

Jovana has done nothing wrong. In fact she has given us the most amazing service. She was so thorough, and explained everything in detail. I would highly recommend her. I cannot fault Jovana in any way. In fact I think she needs to be rewarded and thanked for excellent service. She is definitely a valued employee for Vodacom. There should be more sales people like her.

I find your manager to be Self-centred, manipulive, arrogant thinking with lack of empathy and consideration for other people and in need for his own admiration.

Your manager needs to be more trained in people / customers skills. And also needs to know how to treat his staff members with respect. If you treat staff with respect you get respect back.

As for his lies about me, I would like Vodacom to take disciplinary action against him. If Vodacom doesn't take disciplinary action I will need to contact my attorney and get legal advice against him for defamation of character.

I will be willing to testify in a hearing that the manager lied about me coming back into the store and that I got fantastic service from Jovana.

I am also requesting feedback regarding all of the above.

Also your as per your message to me, Colleen your customer relations manager has made no contact with me. This is a complete lie and I want a copy of this recording that she called me. Get the Regional Manager of the Western Cape to make contact with ASAP

Vodacom seems to only employee people who LIE...

Vodacom doesnt seem to take complaints seriously

2 months ago I applied online for a new cell phone contract with Vodacom. 3 weeks later I received an incorrect model phone. I contacted Vodacom and advise them that the incorrect model phone was issued to me. The collected the incorrect phone but did not deliver the correct one since. I contact them again to follow up on the delay and the said they my application has been declined. After sometime looking into the matter they had to cancel the contract and reapply, not sure why. Another month later, no phone received but they debited my bank account. Just not sure how to move forward with this company.

Vodacom had a deal where one could upgrade to a Samsung A10 and receive another Samsung A10 free. We were trying to do that, but you had system problems. As a result of that we missed the deal by a day or two. We were in contact with Ashley Leonard at Online special deals and he agreed that we were entitled to that deal and that he would arrange for the deal to be opened only for us. We have been trying to get a positive response for two weeks now, but all we got were emty promises to get it open and to phone us back with feedback which never happened. Yesterday we spoke to Sjanina who told us that Cindy would call us back within a few minutes which never happened. Ashley Leonard at phone number 082 178 44 have all the details. I am not used to get this kind of service from Vodacom and please help to resolve this matter. The contract is in the name of my wife on cell number [protected], but is debited against my account.

Regards.

GJ Myburgh
[protected]

I have been billed for a handset that I never received.
I did an upgrade online. This all started on the 3rd of June 2019. Handset was never delivered because of the wrong address given to the couriers by Vodacom.
On the 11th of June, I placed an order again online. I gave all the necessary details including the address. I later received a call to confirm the order, my details, details of the newly ordered phone and my address.
I then received a text message with a tracking number.
On the 18th of June 2019, I called the courier company tracking my parcel. They told me that they could not deliver as they could not find the given address in Midrand. This shocked me as I am not even in Midrand but in Eastern Cape, Cala. I gave them the correct address.
On the 19th I again checked on them. They told me that it is supposed to be Vodacom who give them the correct address. I then lost patience with the whole thing and asked them to cancell the whole delivery thing and take the parcel back to Vodacom. They agreed.
I then called Vodacom on the 19th of June and inform them to cancel the order. I was told that would be done.
On the 25 of June 2019 I received a message from Vodacom congratulating me on the successful delivery of the device, the second message was informing me that I will be billed on the 29th. This shocked me as I had cancelled the order and never received a new device.
On enquiry, no one had answers for me. I do not know how many times I called Vodacom to correct this. I never received a satisfying service. Everytime I call I would be taken from pillar to post, no one ever helped.
Now another shock of my life, I have been billed the new premium, as if I had received the new device. I do not know how is that possible. I am now stuck without a phone and a higher premium. I can not even do the upgrade in store because their system shows that I have done the upgrade already.
Please help.

Vodacom really Stinks

The arrogance and sheer dishonesty of this service nonprovider doesn't fail to flabbergast me. I, as a matter of course, purchase different data bundles, depending on need, specials, promotions, rewards, etc. Therefore, I always have multiple data bundles expiring at different dates eg 24hrs, 7 days, a month, etc. So, logically, data bundles expiring FIRST ie. 24hrs must be used up FIRST... Right? WRONG! NOT WITH INEPT VODACOM. Bundle expring last ie. in a month's time is consumed first while those expiring earlier are not consumed and end up being forfeited ..for crying Out Loud! This has been going on for months. On
22 June I received 300mb and it expired on 28 June intact and unused ..painful ..while the bundle expiring in August was consumed. Please, this is Insanity. Vodacom remains unmoved, unsympathetic, arrogant and obstructive. Staff members Elroy Nathan Brickles, Ragmah Stevens and Maahier Davids maintain that the consumption is correct and as should be! You gotta be kidding Me..my money down the drain Vodacom? In desperation, I finally, after months of agony, turned to head honcho Shameel Joosub on Tuesday 25 June. Received a canned response from Sheryl Moodley in an office with a fancy name, promising contact with me within 24 working hrs. Surprise surprise ..no show from Sheryl almost a week later.
Regards
Soon Naicker