Vodacom

I upgraded month ago got phone and screen starts feeezing. Had phone not even 12 hrs went back. Sent to repairshop and they say theres nothing wrong with it. I am not paying 1000rand month for faulty phone. I did not even used it for like 10min. I dont want repaired phone. I asked for note 10 thats more expensive but no. So the phone is at shop its been in my posession for less than 10hrs. Now i wanna cancel both my contracts but no one can cancel it. Helpdesk says shop must do it and shop says vodacom must do it. I dont wanna cancel but vodacom is forcing me to.

Fibre was installed at our residence approximately 2 months ago
For the first week everything went by smoothly
Thereafter, almost everyday or every second day we have had to contact Vodacom, do a manual reboot and be told that "it's offline" or "we usually have problems with the Nokia router you have"
We pay for a service that is basically non existent
Every night for the past three nights this has happened like clock work
" we have sent a technician to fix it but it will be fixed tomorrow" is what we are told
Why do we pay for uncapped fibre that breaks on a constant basis
We were forced to get fibre with Vodacom because they had laid the fibre but the experience is something that needs to be shared with everyone, no other service provider goes down and offline as much as Vodacom
It's absolutely ridiculous !

I upgraded my phone and then I wanted to set up my phone. So I have a prepaid sim also and I insert that sim to set up phone. By accident the phone dropped and broke. I contacted vodacom insurance to put in claim as it is covered. No I got a call and vodacom rejected the claim as my contract sim weren't in the phone at that time when the phone dropped. I think vodacom is cheating people out of hard working money. I need the CEO to contact asap to resolve this problem that I have. My contact details is [protected]. My email is rudman.[protected]@hotmail.com

Regards

Shane Rudman

We have raised different queries since June/July 2019 as up to today 05th November 2019 Vodacom does not get back to a person they would rather say that the issue is closed status which is untrue no one bothers getting back to a person i was told by various Vodacom Consultants that a consultant dealing with a query has to get back to a customer within 48 hours we sitting not only on days but months already we keep phoning just to hear that a teamleader will get back to a person even when you asked for management to contact you not one manager has phoned back since the start of our contract. We have told Vodacom to take their Fibre out due to lack of correspondence and service from Vodacom. The issue raised was the billing amount which was incorrect billed due to Vodacom Technicians not doing the installation properly, Silas one of the Techicians came on the 7th September and he confirmed that the orginal technician never did the installation properly it was set at a 10mbps line when it was supposed to be 20mbps, yet Vodacom has billed us for a 20mbps line that is the biggest issue raised and no joy whatsoever is given getting this resolved. The fibre line has been suspended middle October 2019, but still Vodacom tried debitting the account for the full month of October 2 weeks there where no fibre but one is supposed to pay for it it is unfair of vodacom just do as they like and expects a customer to pay even not giving the service which was promised by Vodacom.

We have asked for description of what the billed amount is for but no luck whatsoever and no proper resolution has been explained to us by any consultant or management. When you phone you get told that Managers only works until 15:00. Fazel promised to get back to us last week Friday, we still waiting for his feedback as well. Mr Vermeulen has requested the fibre to be taken out more than a month ago yet nothing happened. Today we received an email stating that the cancelallation can not be done due to lack of correspondence of our side we have tried to resolve this almost on a daily basis but can not get anywhere due to Vodacom not giving corresondence on their side.
Vodacom don't take any blame fro lack of service. Instead gives the blame to the customer...

Just to give an idea how we battled with Vodacom the past months:
SR190709-542934
SR190625-686413
SR190729-592842
SR190831-667513
SR190729-592842
SR190831-667513
SR190909-681420
SR190616-698894
SR191003-805141
SR191003-804734
SR190916-698894
SR190709-542934
SR190916-698894
SR190709-542934
SR190916-698894
SR191105-882925
SR191003-804734
This is not even all the queries SR's
This absolutely ridiculious not having a response from Management or Team Leaders
We truely hope that the issues can be resolved as soon as possible for it has been going on for months
Regards
Mr Vermeulen
[protected]

I upgraded my daughter's phone ([protected]) in October 2019 (16th), your policy says that if there is a problem with the phone we will give you a new phone within 7 days no questions asked. When we went to vodaworld in Midrand 6 days after the upgrade (22nd) the tech services said there is a procedure to follow and they cannot just exchange. The new phone keeps on dropping calls and reapeating certain words from the get go.

When the phone was tested on the 22nd they said the phone drops 1 in 8 calls and that is normal?. They booked the phone in to test at the main repair center on the 22nd and we waited and only got the phone back on the 25th of october. we were still sitting with the drop calls and repeating of words.

We took the phone back again (30th) with still the same problem. When will the policy kick in to give us a new phone?, we now have to wait 7 to 10 working days for results.

From when we upgraded to date my daughter has not even had her phone for 10 days and I have to pay over a thousand rand a month for someting that does not work.

This is totally unacceptable, please call me so that we can discuss the issue. ([protected]).

Regards
Mrs Visser

Good Day

My new itemised bill that I have recieved does NOT show the duration (Minutes, Seconds) on call, I need to claim my business calls and cannot do so,
The billing sent previouly showed the call duration, The call centre cannot assist, as I have spoken to them at least 5 times and they continue to send the same information
my number is [protected]

I went to your store, to get help about my contract sim card, the person who was helping me didn't help me at all and my sim card was blocked becaouse I forgot the pin number. after all that she told me to do sim-swap and I told her if it involves money I don't have it and she can put it into my account it will be paid on the 15nth she refused, I left my phone with her in the store.

I am mabula mc from Polokwane Limpopo South Africa
[protected]

Good day

I am trying to cancel a contract that was instated without our consent.
The ref : SR191015/831541
PLS read the remarks on the case.
Apparently Sharon is handeling this case but I am not allowed to speak to her and she doesnt phone me back.
This is the worst service I have ever incoutered.

I need to know how to proceed

Regards
Conrad Smith
[protected]

Vodacom store in KC service is terrible. We'll vodacom its self is turning out to be a horrible service. My phone was stolen I put in a claim I get a call to say claim was approved I may collect a new device at any store all I need is the claim number and my driver's. I go to KC only to be told that they cannot process the claim as its after 5. I ask what should I do because I work until 5pm which means I'm never going to make it in time and all I got was sorry there's nothing we can do. I beg to get off work a bit early to go back and get the device on Thursday 31st Oct 2019. The Saturday 2nd November 2019 I leave home @7am.. All I have is what's app and fb on the device.. I'm at work and barely on the phone.. @10am I see my battery is on 18%. I call vodacom and I'm told the device has to be sent for an assessment which takes 5days.. I then tell the lady I cannot wait for 5days and Its a new device I should just be getting another device anyway my details are not even take on this call I'm just told come to the store. Today 3rd October 2019. I'm at the store to hand in the device and guess what they cannot give me a loan device as they only had two which is out already. And I ask the consultant so what am I supposed to do I cannot be without a device due to the nature of my job as I work shifts and I'm on the road late at night anything can happen I'm a female and in this country no one is safe. So what do I do if I'm in a situation I cannot contact anyone because I don't have a device. All I got was theres nothing he can do the branch manager is off the supervisor is on lunch and I now have to go back again in 20min. Im told other stores might have loan devices but I have to book it in here because this is where it was issued. This is becoming a never ending nightmare for me very poor customer service 😠

I have 5 contracts with Vodacom SA. I cancelled 2 of the contracts about 5 times now through the Vodacom cancellation line. In fact the contract ended in Jan 2019 but to this date I am being billed for these two contracts. The numbers are:
[protected] and [protected]

Its so frustrating and I am really tired of phoning Vodacom. Can someone just reimburse me all these charges back to Jan 2019 and kindly cancel these contracts

My second complaint is that I am being billed for itemized billing every month for my phone number [protected] but to date I have not received the itemized billing for Sep or Oct or Aug

Can someone urgently get those sent to me

It is very frustrating having contracts with Vodacom. I have being a customer for over a decade now with multiple contracts but fail to get any meaningful service from Vodacom

The hardest part is that Vodacom doesn't seem to apply any TCF standards as I cant seem to find an email address to send my query or complaint to. I would rather not phone the same numbers I have phoned since Oct 2018 related to the cancellation of my contracts

Vodacom: Vodacom: Service request SR190928-793872

What a load of *&^%$#@ 28/9 till now just to upgrade line speed?

I have tried phoning your call centre daily

I have ranted and raved, been polite I am done 5pm today line speed at 20/20 or I cancel with you and move to a company that actually can manage their network. I am from a techy background - its a software switch - set line speed 20/20 OK click

This shouldnt even need a technician within 100 miles to sort, and you cant achieve it in 34 days - hell phineas fog went road the world in 40 days...

Hello there.. I called the Vodacom customer care and I was attended by a very rude consultant who was less than professional. Please rectify this because that is very disheartening for a company as big as Vodacom to shoot at its customers. Iended the call with her and I was met with professionalism by another consultant when I called back again.
Here are her details below
Name of agent Pababelo Boikanyo Time of the call 2019/10/30 22:09:47

For the past 4 weeks I have had network issues: calls dropping, bad quality of calls, not being able to make calls at all. I have no network, my phone states: emergency calls only. It is now at a point where I cannot do online banking because many transactions require me to enter a one-time password that is sent via sms to my cellphone. Guess what: I cant send or receive sms'es either!
During these past 4 weeks, I have called Vodacom's customer care line twice, gone into the Vodacom shop at the Waterfront and Canal walk. Interventions included a network synchronization, an AP -something and eventually my phone was sent in for repairs and a system upgrade done . My phone was wiped clean in the process and now I'm sitting with the inconvenience of downloading apps etc.
I am still having the same problem! Vodacom insists its not a network issue, yet my personal networks have complained of network issues recently. What am I paying Vodacom for if I cannot make calls? In the past, I have used Vodacom because your network was great. Once my contract is up, I'm moving to another network. Please attend to this urgently as I cannot do my banking, this impacts peoples salaries.

I recently bought a Huawei P30 lite through a consultant. I received the device on the 23rd of October 2019. I then went to a voda shop for a screen protector and insurance which I ask when the consultant contacted me. I then tried calling ********** as given by the consultant at the vodashop but they were already closed. I called ********** Thursday morning the 24th of October 2019. I spoke to a consultant where I asked for the Comprehensive Cover. He told me that he will send me the application forms. I told him I did not receive it where he replied that it shows send on his side. I gave it time because I thought the email was maybe large. On Friday the 25th of October 2019, I still did not receive any application forms. I then tried getting a quote online where I received an email that one of the consultants will contact me. Nothing happend. I waited and waited and requested again online. Saterday the 26th of October 2019 I went to Mamosa Mall. My phone then got stolen out of my handbag. I went to the shops to ask for the cctv footage. Only Foschini could provide me with it whilst the other shops told me that they do not have cameras. Due to my work environment and time, I could not report this up until today after 17h00. I went to the Vodashop to get my phone blacklisted. The consultant told me that I will receive an SMS with a Ref to then take to the police station. As of yet I did not receive any SMS on the number I provided them. This is my first time with Vodacom. I am really disappointed that a consultant could not meet my standards by just providing me with the application forms. I would have payed the fee of R115 that I was quoted. Kindly assist me in what to do next. I filled in the application forms today and did send it through because I am not aware of how this works and thought it might help in some way. You can provide me with an email address in order to get all the needed information and proof of requests.

They have no customer service at all. Dialing 135 doesn't help at all. They are always experiencing high volume of calls. then you get put through to an audio recorded voice that gives you options that don't help you at all. voice recordings with a list of options does not solve the customers problems. we need to be able to speak to a another human being so that there is that level of understanding to solve the problem.

Highly pathetic service. Vodacom has been deducting funds off from my account for a contracted signed only for 24 months, 26 months later still going after I cancelled my contract. Sadly won't recommend this service provider.

I've been on the phone with vodacom for more than 2 hours with customer care & for all that time I've been put through to different accounts.
This is crazy ! & I'd like my R709 x 2 back please !

My wife Loran Paterson (nee and professional name Jacklin) (ID [protected]) died on April 11th. I have visited your local agent at the Glen five times since June 11th. Each time they phone a Vodacom representative and follow whatever instructions I am given - all to no avail. I have followed all instructions and have been emailing yourselves at deceased @vodacom and legal.collections@vodacom for months. There is never any reply. The much vaunted automated response is apparently inoperable. I have submitted the death certificate, her ID, marriage certificate, my ID and our will showing that I am the executor not once but many times. Vodacom representatives keep saying there is no record but cannot explain why. Whatever information I have been asked for I have submitted. I have stated in writing that I do not want to take the contract over. Customer care does not help at all. The numbers given take one to computer generated instructions which either do not cover the case in point or when speaking to an actual human, they cannot deal with the problem and refer one to contact numbers I have already tried unsuccessfully. What do I do now?

I took out a contract in July only to find that my bank details captured on the system is incorrect . Seems like my old bank details were pre loaded on the system.
I went to the branch on the 05.10.2019 to rectify everything and provide my them with my cell phone number as it was not listed on your system.
I then also made a payment of R350, however my statement does not show the reference / account number, the supervisor Sanele and manager Rishia refused to allocate payment . They also advised that the Account department will refuse to do allocation even though time, date and amount is on the P.O.P.

This is the most disgusting service I had as Vodacom is just inconveniencing people. Imagine NO DEBTS and no communication, mean while I think everything is fine.

I am so angry and will not advise anyone to part take in business with Vodacom.

Naa'ilah Milanzi
I7638808-4
[protected]
[protected]

Please see Email trail below

Good day

Can I please have response to all the correspondence below and to the document attached. I think it is disgusting how I have been treated in this matter despite being a loyal long term customer. I expect MORE!

Regards
HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: Harald Niebuhr
Sent: Thursday, 25 July 2019 13:55
To: 'vbsadmin@vodacom.co.za'
Subject: RE: EC-1R0I-20SSOK

Good day Kubeshni

I had high hopes that you would deal with this matter, but it seems as this episode is just continuing. Can I have a response to this matter please.

Regards
HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: Harald Niebuhr
Sent: Monday, 24 June 2019 11:20
To: 'vbsadmin@vodacom.co.za'
Subject: RE: EC-1R0I-20SSOK

Good day Kubeshni

Thank you for your email. Please accept my apology up front if I come across as being irritated, because I AM! This query has been going on since November 2018, and all that has happened is that NOTHING has happened. Originally I worked with Deolene, then Levern, and now you. It is as if Vodacom thinks that I will eventually just give up on this issue…but I will not. I want my money.

I have once again attached my original letter sent in November 2018. What I do not understand is that you once again ask me for the information as surely the Query code should provide you with all the information. I can send you all the communication since that time to justify my frustration. At one stage I got some bizarre offer from Vodacom to "settle" this claim. When I asked for the offer to be put in writing nothing happened.

If you need all the correspondence let me know - but it should all be on you system. It was apparently even forwarded to the "like minded department" for what that is worth.

Please don't see this as a threat but I will have no choice but to take this issue to the ombudsman if Vodacom is going to continue to ignore me. That might mean the end of my association with Vodacom (who I have been with for many years) for all the companies that I am involved in… probably a bigger loss to Vodacom then paying back the money.

Regards

HARALD NIEBUHR
MANAGING DIRECTOR

Email : [protected]@lantic.net
Mobile : +[protected]
Phone : +[protected]
Fax : +[protected]
NTE Company (Pty) Ltd
PO Box 11176 Dorpspruit 3206, South Africa
NTE House, Redlands Estate, Pietermaritzburg 3201, South Africa

Disclaimer and Confidentiality Note
The contents of this e-mail and any accompanying documentation are confidential and any use thereof, in whatever form, by anyone other than the addressee is strictly prohibited. Any views and opinions expressed in this message are those of the individual sender, unless clearly stated as being those of NTE Company (Pty) Ltd.

From: vbsadmin@vodacom.co.za
Sent: Monday, 24 June 2019 09:59
To: [protected]@lantic.net
Subject: RE: EC-1R0I-20SSOK RE:

Good Day

Kindly be advised that my colleague Levern is on leave hence i will be assisting you with the below. May you please advise on the query you require assistance on so i can assist and advise on a way forward to resolve the matter.

Kind Regards
Kubeshni Moodley

-----Original Message-----
From: [protected]@lantic.net
Sent: Fri Jun 14 08:18:16 GMT+0200 2019
To: srm
Subject: RE: EC-1R0I-20SSOK

Good morning Levern

Thank you for your email and missed call. I unfortunately was in meetings the whole day. Today will be the same. Is it ok if I give you a call on Tuesday (seeing Monday is a holiday)? Please send me your phone number. I am just checking if you have a copy of all the correspondence that I attached to the original query. If not let me know so that I can forward it to you. I sincerely appreciate your willingness to assist as I have also received no joy up to now.

From: srm@vodacom.co.za
Sent: Thursday, 13 June 2019 14:28
To: [protected]@lantic.net
Subject: EC-1R0I-20SSOK

Good day Harald,

I tried to contact you for clarity on the account so that i can assist you as i am not receiving any joy from the other departments who assisted your wife. Kindly confirm which numbers need to be assisted with and what has transpired(i do see that there was an upgrade done on one of the numbers).
Please accept my apology for the delay however i will take it upon myself to assist you in the best way possible.

Regards
Levern
[cid:image001.[protected]@01D52289.B757B4A0]

"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 "

Good day

The staff at Vodacom Southern center Bloemfontein are very friendly but incompatent My reason for this opinion is as follows:
My phone is 2 months old and on a contract. My charger broke. I went to Southern center were I purchased the phone. I asked them to tell me if the charger was covered under warranty? They were unable to tell me and told me they will phone me back. They did not call me back, so I went to Loch Logan vodacom in Bloemfontein. There they informed me that it can be replaced but I have to go back to the Sourhern centre branch.
I went back telling them this, upon which I was for told for the 2nd time that they are not able to give me an answer because the manager has to decide ! 2 weeks further and still without a charger or any straight answer! Please help !