Vodacom
reviews and complaints

Good day, I am feed up with vodacom. From the 25 April 2017 my account was debited when I asked their consultant to change my debit order to the 25. The debit was bounced I am now having to take a charge of R25 on bank charges and a penalty fee from vodacom of R100 and no one actually phones you back to give you feedback as to what the solution is goin to be. It is now over a month and nothing has been resolved. I am highly disappointed with vodacom and their so called customer service. Even the merchant doesn't get back to me.

On the 27th April 2017 a fraudulent upgrade was generated on my cell account, it is the second case in the period of 12 months. Consultants have asked me to send documents to start the investigation and since then I have never received any call or correspondence mail to give me feedback about my case. Documents were sent to the following email addresses: [protected]@bytes.co.za; [protected]@vodacom.co.za . Soon after that there was a debit on my account, and that on its own indicate that no one is attending to my case. Reference Quote# [protected] and cell-number is # [protected]

I got a contract phone at Vodacom for a Hawaii P8. My phone is a year and two months old.
Almost a month ago my Wi-Fi just stop working. It doesn’t pick up any Wi-Fi doesn’t matter where I am.
I look up on the internet and there was a lot of people complaining about their Wi-Fi that just stop working and how can they fix it.
I took my phone in at Vodacom Tygervalley and three days later I got a message saying, the repair cost will be R3670.58
I phone them back and spoke to a lady. She said it is because of water damage. I told her my phone wasn’t near water, I can promise you that.
She said it can be of steam or heat. I don’t cook with my phone for steam to come inside my phone and how is heat my fault.

I can buy a brand new phone, exactly the same, for far less of the amount they are charging me to get my phone repaired.
My phone is still on a contract and still far from 2years old. I feel it is still Vodacom responsible to help a customer and have it fix.
It’s not my fault my WIFI is not working, it is fault Hawaii made with the phone and I feel it is Vodacoms responsibility to fix my phone because Vodacom are selling the phone.
They want to give people a service but they can’t even look after their customers.

I have been purchasing data for my daughter's cell phone but the data vanishes almost immediately after the purchase. I can't throw any more good money after bad and I'm struggling to get a reasonable answer from Vodacom (other than "try switch to 3G instead"). Apparently, there is a dedicated phone option for those who's data is "mysteriously disappearing" . They failed to help us though

Good day, I am writing to express my severe dissatisfaction in Vodacom. On Saturday, whilst at a stop street in Kyalami; I received a Vodacom pamphlet from a Vodacom representative advertising for the new iPhone 7, as well the Samsung S8. The pamphlet clearly states the Red Select + package at R649 per mnth, for the 128gb red iPhone, as well as the offer is limited to the Vodacom shops in Mall of africa, as well as Woodmead retail park, valid till 31 May 2017. I decided to go straight to the Mall of africa to sign up for the advertised deal. The staff were well aware of the package; however I was unable to sign up immediately, as I still needed to port from my current service provider. The sales consultant took down my details adding to a list in her notebook already populated and confirmed that she would order me a phone, and that the moment my number was converted to prepaid, I should come in and sign up. I converted my number at 8am this morning (as the service provider cancellations department is closed on the weekend). I also gathered the relevant information, bank statements etc. I then drove to the Mall of africa after work, to sign up and collect my phone. To my dissatisfaction, upon getting there, I was advised by the Vodacom store consultant that Vodacom had apparently misprinted these pamphlets and that they will not be honouring the deal. I find this completely unacceptable, as this is a misrepresentation and I demand the deal be honoured, as I plan on taking this matter further.. As per the South African Consumer Protection Act, No. 68 of 2008, signed on 24 April 2009, the purpose of which is to protect the interests of all consumers. I refer to 'Right to fair and honest dealing' and 'the right to protection against false, misleading or deceptive representations'. Vodacom is not permitted to provide, deceptive or misleading representations regarding services and products! A Vodacom representative needs to contact me immediately.

To Whom it may concern

I upgraded on the 8th of May 2017 and they did send me the wrong parcel.

Ram did collect the wrong parcel and You received it back.

Im a still waiting for my upgraded phone as we are going into week 3 now!

The nr in question is [protected]

You need to resolve this issue today or cancel my contract.

I can’t go on with this service I have been a loyal customer at Vodacom for over 10yers.

My name is Tanja Juries [protected] Id [protected] wants to complaint regarding poor service at Vodacom Table View. I recently cancelled an contract [protected] when upgrade was due, to find out the contract was not cancelled. I am being paying for months for a contract that suppose to be cancelled. What pathetic service. Please I want my money back. On top of all I recently upgrade my phone online. Received my phone a week later to find out the phone was faulty. I cancelled the upgrade due to no communication after a week. Please advise I have a few contracts that is still due this year. I will gladly cancel them all. I am highly irate regarding the poor service.

Gerda Botha - [protected]

I have always been an Autopage customer. Then it appears last year sometime you took over Autopage. I have not received any statements, can not log in anywhere or know when the phone is due for upgrade. The phone's debit order payment goes off monthly from my bank account.

I phoned Vodacom customer care to help me find out what is going on on my account. They cant find me on the system. Then I speak to somebody else. They say I had an account in 2009 which was deleted due to non-payment! I HAVE NEVER HAD A PREVIOUS VODACOM ACCOUNT BEFORE! You only took over Autopage last year then!?! I get cut off or transferred back to switchboard. Your service is pathetic to say the least!

My query is on my Autopage contract phone [protected]. Please check this and send my details and statement to gerdabotha.[protected]@gmail.com

Thank You.
Gerda Botha

Hi,

I work for a very popular financial institution and have contacted our Vodacom liaison namely Monique Carstens to activate my cellphone number ([protected]) for sponsored billing so that the company I work for can contribute to my Vodacom account. The necessary forms were submitted in Nov/Dec 2016 and this still hasn't been done - 6 months down the line! Initially Monique responded that I'm not a Vodacom customer, which I surely am as I am on a Vodacom contract and have emailed my statements to her. Since then I have struggled to get a response from her regarding activating my account for sponsored billing. This is costing me a LOT of money which could have been sponsored by my company. I am EXTREMELY frustrated and don't know how else to escalate this. I have emailed her plenty of times (and have the history of all emails), but she is not coming back to me with a solution as to why this activation hasn't been done yet. If I knew this was going to happen I wouldn't have taken the contract with Vodacom as I specifically did it to make use of the sponsored billing through the company I work for.

Good day

A call was placed to my number from [protected] a few minutes ago.I was in a meeting and a colleague answered my phone.She advised me that the consultant that called was extremely rude to her and suggested that she was lying and not a colleague but actually me who had answered the call then just put down the phone when she asked if there was a message or a number I could return the call on.I also work in a customer service environment and this that this service is shocking as the consultant implied that I was a liar when I was in fact in a meeting and not available.

Good day,

I am writing this email with a heavy heart as I am extremely disappointed in Vodacom.

On Monday 10 April 2017 a fraudulent sim swop was done on my name for cell phone number [protected]. My son is using this number and he got an sms confirming sim swop, but by the time we realised what was happening it was too late.

The person who had done the sim swop got in contact with my son’s wife requesting that she do an ewallet deposit to his number [protected]. As she thought it was her husband smsing her, she did the transfer. Only after the person requested a second amount and her not getting hold of my son on his cell phone did she notice something was wrong.

We got the number cancelled and my son had to go in and do a sim swop again, as his current sim card had obviously been cancelled.
I gave him a letter confirming that I authorise the sim swop and that the contract was in my name. I also gave him proof of address and a copy of my ID.

What worries me is that the staff at Vodacom had no interest in the documents my son took with him and he saw for himself how easy it is to do a sim swop.

Now because of the fact that it is so easy, we have lost work time, we have lost money and we have lost our trust in you as a service provider.

Please note the following:
1. It should not be so easy to do a sim swop, especially if a person is on a contract.
2. There should be security measures in place that protect your customers from this.
3. You were not protecting me or my information as a Vodacom customer.
4. When we phoned Vodacom to report the sim fraud, we were told that I would be contacted and I was never contacted back, therefore I do not have a reference number for reporting the fraud.
5. I do not know what expenses where made on this contract during the time the number was in use of the fraud.

We have contacted the bank and they gave us all the details of where the money was withdrawn etc.

Please find attached hereto all the required documents:
1. Copy of my daughter in laws certified affidavit
2. Copies of my daughter in laws certified ID’s (Maiden name and current Surname)
3. Copy of the smses that were sent between her and sons number
4. Copy of my daughter in laws certified bank statement which shows that the money was transferred (still in her maiden name)
5. The sms I received about the sim swop
6. Details of the ATM where the money was withdrawn
7. Copy if my ID (since the contract is in my name)

We have emailed the Spar where the money was withdrawn and requested camera footage to be sent to us.

Please also note that my son’s new sim card has still not been activated and this is his business phone. We have contacted Vodacom numerous times and every time we get a different number that we should phone. He is losing business while his phone is not working.

Now I request that you do an investigation regarding this fraudulent sim swop and let me know how are you going to rectify this with me as a customer of yours.

Trust you find this email in order.

Regards

On 18 April we received the following email from Lesley Abels([protected]@vodacom.co.za)

"Good day

We apologise for not responding to your posting timeously and thank you for your patience.

We require the following information in order to investigate the matter:

- Visit the nearest Police Station and obtain an affidavit stating that you did not open the contract with Vodacom, or never applied for a new or add-on line (Fraudulent number needs to be clearly stated).
- Copy of bank statement obtained at the bank teller (NB: Internet bank statements are not accepted as this will cause delays when a refund has to be processed).
- Certified copy of ID and 3 signatures

You may email the above mentioned information to me personally, by attaching to the reply email.

Thank you for your endless patience with this query and we apologise most profusely for any inconvenience that we may have caused.

Regards

Lesley Abels
Senior Consultant"

After getting all the relevant documentation together we sent an email to Lesley and got a read receipt:

Your message

To: ECC CLO
Cc: [protected]@joluka.co.za
Subject: RE: EC-0CLB-1EU6EQ Hellopeter
Sent: [protected]:19 PM

was read on [protected]:23 PM.

On the 4th of May i sent an email again and yet again got a read receipt:

Your message

To: ECC CLO
Cc: [protected]@joluka.co.za
Subject: EC-0CLB-1EU6EQ Hellopeter
Sent: [protected]:10 AM

was read on [protected]:11 AM.

I sent an email again on 10 May and surprise surprise got a read receipt:

I also sent an email again on the 16th of May. None of the emails have been answered, we have not been contacted regarding this matter and I find this very unprofessional and unacceptable.

Your urgent response to our emails should be a top priority at this stage, since you have not shown any interest with assisting us.

Vodacom Account S4723008.5 for Cell Numbers [protected] & [protected] refers

I am a loyal Vodacom customer for more than 20 years and I am very unhappy with the new contract dated 26 January 2017, I'm so sorry I ever approached Vodacom again.

Reason being I did not receive the contract Vodacom advertised in December 2016 and January 2017. What I asked for is not what I got, I am very disgusted at Vodacom Customer service. I spend hours every month trying to sort out the problem but have been transferred from pillar to post and the account is currently in a big mess.

My Cell phone contract's expired February 2016. I was on talk uChoose flexi 55. I contacted your upgrade in January 2017 requesting the same uChoose flexi 55 and as advertised R39.00 for both cell phones, no new devises I kept the old devises. The person who help me said no problem and she mentioned that because of our age both the devices qualify for a free 250gig data per month. I was delighted until I saw the first bill.

The R39.00 never appeared on the statement for both
numbers and an extra 2GB UChoose more Data was charged on cell number [protected]. WHY? I have never requested the 2GB UChoose data. As a pensioner I can not afford such a luxury. I am 84 years old and don't use internet at all, I have no use for intenet.

The charges on Cell number [protected] is acceptable so I expect [protected] to read the same, pleeease.

When I phoned regarding the extra charge I was informed the lady made a mistake and it will be rectified. The latest bill dated 1 April 2017 show a once off charge for Migration Fee. Why charge me for a Vodacom mistake. This is totally wrong I CAN NOT BE HELD RESPONSIBLE . I NEVER ASKED FOR A MIGRATION. What is a migration?

The Internet charges which I paid for a couple of months by debit order I expect to be credited or reimbursed for accordingly.

I plan to stop the debit order, but will pay you on the 2nd of every month via my bank. In future please forward my statement to the following email address [protected]@gmail.com

I always thought Vodacom to be the best cell phone provider but your call centre's is definitely not up to standard.

Your assistance in this matter would be appreciated and I'm looking forward to hear from you soon.

Mr M J Grobler

I keep getting calls from debt collection agents saying that I owe vodacom money since 2016. The number they are talking about was my number more than 4 years ago of which I paid up the contract and cancelled. Thereafter the number was allocated to another lady - which I phoned on that number and the contract has been in her name for the past 3 years. After my final installment I never received any accounts which means according to me that the contract was indeed cancelled, plus the fact that the number was allocated to someone else 3 years ago.

I wonder how wonderful vodacoms' service is if this is the case. How difficult can it be to pick up the phone and phone the person that the number belongs to and update your systems?

I use Telkom, MTN and Cell C, Vodacom was cancelled because of ### service - the internet connection was crap, the reception was crap, the service is crap. Which I do not experience with any of the other networks

This is the number that this query is about: [protected], And FYI, how do you bill an account without sending out an invoice monthly? And to someone that does not own that number?

I expect this to be corrected ASAP.

worst customer experience, called the store, dealt with Nadia and comfirmed stock of sony xperia xa ultra, went to the store, signed the papers and was given a sony xperia xa. Upon querying, she tried to assure me that it was an ultra when it was not. Proved the phone was not an ultra, then was offered a samsung a7 for R289 which we agreed to. waiting for stock to arrive and didnt get a call back for 3 days. I called the store to find out what was going on and she informed me that they cannot offer me that deal anymore. I complained about the bad service and she started to get very rude. she has totally damaged my opinion of vodacom. I will be changing networks soon.

Good day
My cell nr get blocked every 3 month, one minute it is right and then the next minute it shows, ism card not registered on network. Then you must go in to your nearest vodacom shop and ours is in the Secunda mall, and what pathetic service. The people are extremely rude and unprofessional, even the manager. Then the issue does not get resolved. Every time i must take of work to go in, they do a sim swab and still it does not work. I went there now since monday and the sim is not working, then they log a complain, the next day you go back then they phone headoffice, log a complain again and still no working sim. So that means you must go back again and if you ask them a answer they are rude and say thats all they can do. And this is not the first time it happened. It is now the 4th time and it is every 3 month and nobody can give you an answer because i think not one of Secunda branch knows what they doing or is the problem headoffice that is not capable to do there work and it is really getting irritating. And i know for a fact that 50 percent of Secunda people are fed up with vodacom. Why dont vodacom employ people who knows what they doing or give them proper training and who is professional. I am FED UP with this RUDE PEOPLE OF SECUNDA VODACOM. THEY ARE PATHETIC, AND SO IS THERE SERVICE. And the best of it you can complain to the manager but she is just as pathetic and rude as her employees. They cant even greet a person if you talk to them and then somebody will call them, then they cant excuse themselves they just get up and walk away to go to the backroom and you must sit and wait. WHAT IS VODACOM GOING TO DO ABOUT IT. LETS SEE THE RESULTS OR IF I WILL GET AN PHONECALL OR A ANSWER.

I lost my phone on the 30th of April 2017. I called Vodacom helpdesk to help me block my sim card and my phone as well. The Call centre agent that I spoke to, told me that she will block the phone and the sim card but before she does that, she will need information from me regarding the phone and the sim card. Then, I was asked few questions by the lady.

After, the lady promised to send me a message that my sim card has been blocked but unfortunate part is, I didn't receive the message stating that. I then decided to go to the Vodacom store at the Grove mall ( Pretoria East). To enquire about that, I was assisted by a gentleman named Mike. I asked him if my sim card is blocked he said no. I then, asked to do a swim swap and he told that I should buy a new sim card because even if I do swim swap. My Vodacom sim card won't work. It will take me 3 months for the sim card to be active.

I was worried and decided to call help desk, to enquire if it's true or not. The second lady told me that is not true at all. I can do swim swap at anytime. I need to be asked few questions to verify if the sim card was really mine due to RICA purposes. I got the questions correctly. And, the lady assisted me with the sim swap and told me it would work after few hours. But what I don't understand is...why did Mike lie to me? That's the first complain!

I took a Tablet using a contract. It was my first ever! I've got no clue about how contracts works. I was under the impression that I will get a better service from a different Consultants. But to my surprise, I didnt.

I just found out I'm using a open plan contract and my limit is R2000 rands. Which I was shocked to hear after I've spoken to Mikateko from the migration department. I've made few calls and noticed that my bill is going up. I then went back to the store where I got the contract. And asked about the bill and the reason money was deducted from my account whereas deduction was suppose to be on the 26th of every month.

I then find out its pro-rata money for the subscription and the data I received with the phone. The person who was assisting me was Eddie. I'm so dissapointed with the service I've received at Vodacom and the third Consultant even made things, she kept on saying to me that I signed a contract and its possible that I've signed without understanding. I've been using the Vodacom sim card for almost 10 years now...! I feel like cancelling the contract. I doubt i will recommend anyone to take a contract from any of the Vodacom stores.

I have been a loyal customer with Vodacom for 9 Years, This year I upgraded to a new contract and the consultant that assisted me linked my account to a business account which stole R5000 out of my account using the my Vodacom app. My account usually is around R1100, I recieved a bill totalling just under 6000 which i cant understand as i never use my data unless I'm not at home. I have a Telcom uncapped line at home where i use my internet, so my internet is never activated, why i cant understand why my content services is so high. i have made numerous calls to Vodacom to sort this out. 14 to be exact, I have made payment arrangement to insure my service doesn't get, yet they sill have cut my services. Everytme I phone Vodacom there is and excuse. R5000 was not my fault its been 3 Months and still nothing has happend not even a phone call from them to keep me up to date as to the situation. I have been from pillar to post with this and have now been robbed by Vodacom as i still have no resolve. My last call to Vodacom it said all my that all my cases where closed this is unacceptable, i am willing to pay the deficit. i have paid R4600 into the account to catch up, my phone but i still had it suspended after making 2 payment arrangements to sort this out, i am highly upset with Vodacom i'm seriously thinking about changing networks and recommending it to my friends because if this is the service i'm getting this is definitely some i don't want want anyone to go through. poor, poor, poor service!

Lets see what its like when this contract is closed and moved to a competitor who values my business.

This dates back to February 2016. Money already paid as always without fail over 21 years. This will be my final communication with you...

On principal, I will be moving all my contracts if I do not have a response from a senior manager at Vodacom

On 01 May 2017 I migrated my 2 lines, the Smart M and Smart S to Smart M+ Topup and Smart S+ Topup. I realized that I have been downgraded to the 3G network. Before the migration I was on the LTE network and my devices are Iphone 6+ and Iphone 6.
On 04 May 2017 I called the vodacom customer centre and reported my problem, the consultant activated LTE on my lines and I even received the sms confirmation of the activation. However I was still on the 3G network there was not change.
I called the customer centre again and I was asked questions and told that the problem will be escalated to IT Support because on the system it showed that LTE is activated.
IT Support consultant called and asked questions that I answered but still the problem was not resolved.

I went to the vodacom shop and complained, the consultant said she will do the network synchronization I was asked to switch off the phones for an hour, which I did. Even the network synchronization did not work.
I went back to the vodacom shop and another consultant logged another call for IT Support.
They never called, I then called the customer services again and the consultant told me that my call was closed and she could not understand the resolution that was put on the incident.
She promised to call back yesterday and no one has called back.

I am so frustrated with this disgusting and disappointing lack of quality customer care I am experiencing from vodacom.
I am paying a lot of money for these contracts and I am not getting any value for my money. I have been sent from one unit to another with no positive results.
If vodacom does not value my support and business then I want to cancel these contracts because I cannot pay so much for a horrible old network, experiencing slow network connectivity, at times no network at all and dropped calls.

I am absolutely disgusted in Vodacom and what they are doing. I sent them so many emails and they told me they cannot do much cause it's in layers hands now.

I was also told they can certainly assist with the matter but this morning I received new mail from the layers staying they have just hand me over.

Vodacom wants to credit me for the months my phone was is and the store what's to credit me yet they want me to take back the same broken phone they had almost the whole year.

Also they have handed me over to layers who also just handed me over this morning but Vodacom with a to credits me. Please tell me! Am I losing my mind or is this Vodacom service and whole system really messed up.

The branch manager of Vodacom cannot help me he says, only Codacom can but he is the branch manager for Vodacom Cellucity.

Now is the branch manager that is above the manager and he cannot help me and he works for Vodacom and all of this ### happened at his store then tell me who the hell can help me?

Also they Blocked me From posting anything cause they don't want the public to know just how bad they truly are.

Grencher Collins