Vodacom

Disaster Vodacom Service to Customers

Below is my e-mail sent to Vodacom complaints department with zero response to date. They sell easy, but have a zero response attitude to their customers.

Hi Vodacom,

Please confirm that you have received the cancellation of the above and below mentioned contract as at 27th August 2018 as I have had no feedback from you regarding my mail below.

Again it is proof of the disregard for customers of Vodacom.

Andre du Preez

From: Andre Du Preez
Sent: Friday, 07 September 2018 09:18
To: **********
Cc: Andre Du Preez
Subject: FW: Fibre Contract REF: Q180 ********** 25 (Vumatel) - Service Request SR180 ********** 77

Good Morning,

I am sending this mail to you regarding the very poor service received from your Fibre Support Department.

As you will see below and attached I have been desperately trying to get someone to assist me in cancelling this contract as per the mail below without any success. They keep on telling me that a Manager will be calling me to discuss the cancellation. I am not interested to talk to a manager as the damage has been done. I have been a loyal customer of Vodacom for many years and are very disappointed in the treatment I received from the Fibre Support team.

Please ensure that this contract is cancelled with immediate effect backdated to the 27th August 2018 when the request for relocation was done. I received a second relocation document as per attached yesterday with detail of this disaster of events.

Hope you hear from you soon with the good news that this contract is now cancelled and I am not liable for any further payment on this.

PS: Your opposition assist me in installing my Internet connection I needed within 24 hours.

Kind Regards,
Andre du Preez

From: Andre Du Preez
Sent: Thursday, 06 September 2018 11:02
To: ********** ********** Zano Madolo (VD) ********** Vumatel **********
Subject: RE: Fibre Contract REF: Q180 ********** 25 (Vumatel) - Service Request SR180 ********** 77

URGENT

Hi Vodacom/Zano,

Please assist with the immediate cancellation of this contract as I have relocated to an area without fibre and Vodacom was informed via their ********** support and as per the attached on the 27th August 2018. They informed me on that day that I can in the interim get a router and ****le for the same price. After many calls and e-mails to the fibre support, I was informed on the 4th September 2018 that assisting me was not possible and thus I insist that in view of the BAD service provided, you cancel this contract with immediate effect dated back to the 27th August 2018 when I reported my request.

I am extremely disappointed that no one from Vodacom had the decency to call me to discuss this matter and assure you that I will never deal with your fibre department again and ensure that my whole network is made aware of this.

Please confirm back to me that this contract is now cancelled. I tried to call your cancellation number today at ********** and this is also out of order.

Andre du Preez

From: ********** ********** Sent: Monday, 03 September 2018 11:45
To: andre.dupreez
Subject: SR180 ********** 77

Good day Mr Du Preez,

Please find your completed relocation form for your records.

Kind regards

Vodacom FTTH Team

Some company called me on behalf of Vodacom and upgraded all 3 of my contracts whereas they were only supposed to upgrade one contract. Beware, Vodacom is doing illegal activities as I did not authorise. I am trying to call and calls just drop.

Today, I tried upgrading my handset after 6 years of using the same handset and I am told that I cannot because I am only due for an upgrade in 2020.I had the same attitude when I was billed approximately R3500 for data usage last year and I was told that there is no way to determine whether I actually sued the data. I just have to pay those costs to Vodacom

Hi

Vodacom

Please go and have a look at this contract YOU (VODACOM) have committed FRAUD and abridgement of contract 4 Months ago that as per the consumer act give me as consumer the full right to cancel my contract as of immediate affect that I did with your call centre, due that your staff is too lazy to do their work and you as service provider commit FRAUD like this I don't want to make use of any of you services as this an't the first time that VODACOM have done this to my account.

Now you want to list me at the Credit Bureau

Also give me a detailed recon how you get to this amounts as I would like to have the detail per month as when this contract started as well as a signed copy of this contract, as well as a detailed report of the airtime been used per month on this contract.

I want a credit for all the airtime on this contract that I did not use to date.

Vodacom Notification99581_I1148849_1

On 17 December 2016 I cancelled a contract by email as I was instructed, submitting my ID number and all the documents they asked for when I enquired. I followed up multiple times and also logged the cancellation by calling them. On one call in January 2017 and they did confirm that the contract was cancelled, the reference for the call was [protected].

In February 2018 I was handed over to debt collection which was a shock, and gave them all the details proving that I had indeed cancelled. THey then handed it back to Vodacom.

However I have discovered that Vodacom has blacklisted me (placed a misdemeanor on my name). I've been trying to get hold of Vodacom since but they do not engage on email anymore it seems, at least I haven't been successful. I'm really not sure what else to do and it has a huge impact on my family going forwards. The contract number was [protected].

I would like for the misdemeanor to be cancelled and ideally to receive an apology for so much time and inconvenience.

My email is [protected]@gmail.com.

I bought on vodacom app 2x2GB data on 03-10-2018 at 23;59 and received only 2G .
I contact the customer centre and got told yes I bought 2G it was just for you .
Please explain to me if I select just 4 you 2x 2G WHICH = 4G how do I ONLY get 2G why will I deliberately do myself in as I paid asked price of R249 for 2x 2G . Is this a scam to steal money from honest people can you please resolve this matter because as you can see I PAID R 249 for 2x2G on your app not mine said number is [protected].

Regards
Ridge

On the 24th of July 2018 I called to cancel to of my expired contracts. When the lady asked why, I then said it's because I need to reduce my installments.
One of that numbers had over R1000 worth of airtime as I have been paying and not been using. I was more than comfortable in cancelling and letting go of that, way which was no benefit to me at all.

I was then offered that you can offer me the following on number0713558773
1GB data a month plus airtime
My monthly payment was going to be R288

This was due to the fact this number was due for an upgrade.

I was advised that my full installment for August was going to be R1111.00 and from September it was going to be R859.00

That's was the reason I accepted this offer, had I not been given this offer, I would have waited for the contract to expire.
Taking account that a previous error that Vodacom did when I upgraded in October 2016. The upgrade in 2016 I am took an IPHONE SE and signed for insurance. Only 8 months later, after that phone

I renew my cellphone contract 01/06/2016 for 24 months. I want to renew my contract and was told that there was a system problem on there side and all there customers who renew contracts then are now up for renewal in February 2019. I have prove off the date of my renewal, but was told that it is't enough prove. The also think that we are stupid to tell us that they cannot overwrite their own fault. It already cost me a lot off money to repair my phone, but all I get is death ears. At this stage there are a lot off customers that are ready to leave vodacom, because they break there contract with us. They defend themselves with a small clause in the contract, but they are just sly and not willing to correct their own faults. After so many years with vodacom, me and my family, I am really disappointed and I gave them enough time and was very patience with them.

I have been with Vodacom for more than 10 years. I live in Selcourt, Springs and lived in the same house also for more than 10 years. I have watched our signal decline every year, but now it is just plain ridiculous. I cannot even make a phone call or even receive a phone call, never mind try and get a data signal. I am at my wits end with Vodacom. Who do you speak to, to sort this out (some one who will actually do something). Please if this could be addressed as soon as possible or I must start looking for a new provider.

I settled and closed my account with Vodacom in November 2017.
Everytime I apply for a contract phone it still shows I have an active account with Vodacom as shown on the status below

Cell Phone ContractR 638/m
R 638VODACOM
Opened: 29 April 2011
Status: Active
Opening Balance: R 0
Instalment: R 638
Current Balance: R 638
Overdue Amount: R 0

With all due respect I would appreciate if this account is showing R0 on my ITC and CLOSED as I am trying to clean up my name.

Please close this account and it must not reflect on my ITC as I do not want to take this futher.

Shocking service
I must say, the worst customer experience I have ever experienced. Attempting to cancel an online order has taken over a week (and still not completed). Phoned in today and was told it would basically take another week (just to cancel the order). And all of this when they advertise their online system being simpler than going in store. Their customer representatives over the phone have been completely unsympathetic and unhelpful, telling me different stories every single time. Worst experence ever! If I could give them a 0% I would.

On the 2018-08-25 I applied for one of Vodacom's Online promotions for a Sony Experia L1 device, which one will receive a Play station 4 as an extra. I was informed that my application was received and that a sales consultant will contact me within 24 hours.

By Monday 2018-08-27 I still have not received a call from Vodacom, which I then phoned myself and completed the online application.

The consultant informed that the application was approved and took all the necessary details for the device to be delivered to me within 4 to 7 days.

On the 2018-09-04 I received a notification from my bank that the expected device's monthly instalment was deducted from my bank, but I have still not yet received the device.

I started phoning Vodacom to sort out the matter, and they informed that they can not explain why my account was debited, but according to them the contract was cancelled without a reason.

Today, after the hundredth time I called Vodacom to assist, I was informed that the online promotion no longer exist. Now they have money for a contract that does not exist and I;m without the joy of a new device.

There mistake, and I'm being penalised, my opinion, I think this is pathetic service from Vodacom. Every day I receive promises that they will phone back with feedback, and every day I receive no call, and I must follow up, just to speak to a new consultant who first refuse to transfer the call to the consultant I request, and then I have to explain the whole issue from the beginning.

i had initially started up my very first contract with Vodacom in 2015. July 2017 i was due for an upgrade and an online consultant had assisted me with the upgrade. As per the terms and conditions she had read out to me she advised that my device was not insured and if i required insurance i should contact 0821952. The consultant did not explain to me that the insurance from my previous device was being carried over. I was robbed about 2 weeks ago and my cellphone was stolen. I had gone to the Vodacom store to find out what i could do. I found that the insurance from my previous device was carried over however it was not sufficient to cover my current device, the store consultant contacted cellsure and they advised that i could upgrade my insurance and thereafter put a claim through. When i went back to the store to check up on what was going on regarding the claim they advised that it was declined and the reason for decline was "no insurance" how is that i did not have insurance when i have been paying for it since 2015 and was not informed that at the time of my upgrade it would be carried over and i would need to upgrade the insurance aswell. Now cellsure wants me to pay the back pay of R573 and excess in order for my claim to go through which is unethical and unreasonable as at the time of my upgrade i was once again told my device had no insurance however i was paying for insurance. This needs to be resolved within the next 24 hours or i will be going to the financial ombudsman because the process that Vodacom has is pathetic. As for cellsure their service is even more pathetic. Vodacom does not value their customers but just look for ways to get money out of them without providing sufficient and accurate information.

I cancelled my wireless broadband lite service. I was told to give one months notice, witch I did. (27 July). I have spoken to numerous call center agents who cannot confirm if my account has been cancelled, and to ad insult to injury vodacom deducted an amount from my account this month that is more than double the normal amount.

All I need is confirmation that my account was cancelled and a detailed statement showing why the amount was deducted as i am currently getting send from pillar to post by agents who "cannot give me that information"

Sales Order # SO180806-465032
Customer MEIRING PIETER FREDERICK
Billing Account # I4287463

This is shocking.

To whom it may concern,

I have ceased to pay my contract account as per the last 3 months for the following reasons:

1. I was requested to pay R3500.00 to un-lock my contract in October last year 2017 when infant my line was open and no need for payment.. However i made the payment with the instructions given to me by the vodacom representative over the line. This entire ordeal took 2 hours out of my day originally and thus i paid R3500.00 into Vodacom P/l account via my Capitec account. Then 24 hour later i was told i did not pay it and i must send through a POP or my line will be cut off...I sent through the pop and i was told it was not received and the payment was not made... I then had to make another payment of R3500.00 to vodacom which i did... I asked that since i had provided proof of the first payment that vodacom refund my money as soon as possible due to bills i had a the time. some 9 months later and almost 150 hours of my time, phone credit used communicating with Vodacom in excess of R1500 from my contract with MTN and close to 70+ emails later - I went into your gardens store and threatened legal action against vodacom, as this is border line extortion! After 2 weeks and a very helpful shop assistant who has since left vodacom due to the amount of customer in my positions assured me this is a daily event and she herself is sick of how vodacom strong arms small people living within a budget monthly. I was then told when she brought up my account that i have incurred over the top costs for my data, which was never allowed by myself, has never happened see past 11 months of monthly statements and all of a sudden i now owe almost the same amount Vodacom has taken 8 months before and not refunded in a form of over usage data...? WT..?

I was then sent a mail saying Vodacom in good faith will waiver half of these fee's, as you can see i have still not paid my bill since then and i made it bloody clear i shall not pay a cent towards Vodacom until they 1. Refund me R3500.00 to which they kept for almost 10 months..(More than enough proof supplied daily to refund me but never did)

Now there is no banking/financial institute in the world to which if i owed them money for such a duration if time would not incur interest and loss of capital costs to the amount.

You people kept my money R3500.00 for so long the account it was drawn from i had incurred costs of not being over drawn of close to R1500.00 from standard bank, i could not even pay my rental the first 3 months after this ordeal due to no savings.. and yet you think after almost 10 months of keeping my hard earned saving you can just refund me and thats that!

No ways, i have prepared a legal battle to take VODACOM to court the same way the CEO of Bidvest did, you guys are practising illegal consumer antics and my legal team has assured me that should vodacom not try and solve this, via this last email im sending you now, they will go ahead and incur costs involved to get me:

1. The interest on my money you had for 10 months.
2. Loss of savings and inured interested from Standard bank due non refund.
3. Time spent trying to resolve this matter and proof which we have that from the day this happened i supplied the docs needed to get my refund done.

Since my shop experience the only things have happened:

1. I was finally refunded my R3500.00 into the wrong account.
(once again i had to incur costs getting the money from the refunded acc into the correct account it was paid from)

2. I have been presented with bills well over my normal usage which in the history of my account has never happened.

I am at the point of no return and am more than happy to take Vodacom to court to resolve this matter rather than another 10 months of calls, emails and disappointments.

I am due for my upgrade in the mid of September this month and was truly looking forward to upping my monthly spend, acquiring a new handset, opening a further contract for my company and enjoying the Vodacom experience i once had some 12 months ago before this ordeal happened.

I trust that this email find someone in a senior position well and that my threats of legal action are treated respectfully. I have also taken the steps to notify the consumer ombudsman whom has assured me i have a case strong enough to get the outcome im asking for.

I am a valued customer of MTN and Afrihost of almost 5 years to which i have never missed a bill, anytime their has been and issue in terms of payment not going off, i haven manually paid through my client zone and MTN online.

I would like to further add that i work with children for a living and have an extremely good relationship within the South African consumer market(Families, businesses and large corporations) Should this matter not be settled and dealt with professionally and faithfully...

I will take further steps in paying for a front page of every national news paper, advertising my story and should there be anyone like me who's been bullied by Vodacom too, may jump onto my band wagon and come for you whole heartily.

I am a medium class hard working south african who cannot afford to have R3500 floating in your banking system/accounts for close to a year. Interest alone should my savings had stayed where they were would have been in excess of your current bill!

I would like a person of senior management to contact me should anyone in a lower position do so, i will begin the legal proceedings.

Kind Regards

C R Futeran - [protected] - [protected]

Vodacom charged me over R8000 "out of bundle" costs - whilst my Vodacom Application on my phone clearly states that I had over 13gigs left over for the month - I have a RED VIP account - with 20gigs per month. This occured mid August 2018;

Numerous calls to Vodacom and a personal call to their Midrand offices - proved that their client services were also confused - as they could see the LARGE amount of bundles left on my account - and yet - could also see the out of bundle costs that vodacom was literally charging up by the hour going up and up!

Telephonic proof when I phoned their inquiries dept - will also prove that they could clearly 'see' my 13gigs still left on my phone - and were also baffled!

A personal call to Midrand - also confirmed the large amount of bundles available on my phone application and on their system, but said I must 'wait' for the final account.

I received a "goodwill" credit of R4000 - but my accounts 'out of bundle costs" is over R8000!

This is whilst I had a lot of bundles on my vodacom application on my phone!

If there is something wrong somewhere - I cannot take the responsibility for any type of error - I cannot see where the error is - but If I am not responsible for this - cannot take responsibility for their system/errors.

Julie Swartz
[protected]

Recently upgraded my phone. The consultant asked if I need insured I said I currently have an insurance with vodacom and I found out that she ticked that I rejected insurance. The 16 years I have been with vodacom I always had my phone covered. The consultant was not thorough to advise me on my current insurance. They say it was for the previous phone. I strongly feel that the consultant are not educated enough to give customers proper advices. Now I'm sitting with an expensive fone without insurance

Vodacom engaged me with an offer of providing us with Fibre 2 months ago. I eventually decided to change to Vodacom and sent in our application forms. Raeez Dharsey contacted me on 9 July and we have been engaging ever since to get our change over timed perfectly. I cancelled our Fibre connectivity with Afrihost, and provided Raeez with proof thereof. Their confirmation stated that our service would be cancelled on 31 August 2018, I therefore arranged with Raeez on more than one e-mail / phone call that Vodacom must come and install their router and connect our new Fibre contract on Saturday, 1 September 2018. He confirmed over and over that this would not be a problem and in this week again said that installation would be scheduled for this morning 08:00.

No-one arrived, and no-one at the Fibre support line could pick up an scheduled installation. Because of this my Guesthouse is now without WiFi until we can get this resolved on Monday. It is utterly disappointing, I have rarely in my life been this disappointed in someone for dropping us so badly.

Dilisca Guesthouse (Pty) Ltd
Jacoba A Claassens
[protected]

[protected]

I had 24 mb on my phone. I only went through my google news feeds never entering a site and after 5 min my data was done and R100 airtime was missing. That is ridiculous and it is theft. Only way I see it. As soon as my contract is done I am leaving and I will inform others of this theft Vodacom. I understand out of bundle charges, but R100 in 5 min is crazy.

When I went into the store the employees did not know what I was querying about. They told me they can't help me and in a rude tone.
As a professional I don't expect to be treated in such a disrespectful manner and feel so utterly disgusted with customer service. The employees have no respect for employees and the manager did not intervene. This is just poor service and unethical behavior. If one is working with people they should know how to make customers feel welcomed and if they are not sure about something they should say so in an appropriate tone and manner.

I have been with Vodacom for 18 years and this is going to change if they do not fix this problem immediately.
First time that I am complaining even though this is the 3rd time that I have the same issue. I was due for a devise upgrade probably 4 years ago. I did not need a new phone at the time and did not do an upgrade. I since used my contract on a month to month basis.
Vodacom phoned and said that I qualify for a discounted package which is all great, since I've been with them for so long.
I explicitly told the sales agent that I appreciate the discounted price on the upgrade, but that I will only agree if it will allow me to upgrade my devise any time that I need a new device. And not to have to wait for 24 months.
I will not know if it did work the first time as I never tried to upgrade. The second time they offered a discount on my husbands phone number (same terms) - the mess up was at least sorted out after about 30 days (really - how convenient for Vodacom and inconvenient for us). The third discount was done in March 2018 - (same terms) - now I need to upgrade my phone - guess what - the terms have not been adhered to. I am sick and tired of constantly having to fight due to incompetent people that cant do the simplest of task.
I really do not like any other service providers and it will not be a great experience for me to change - but at this point in time - I feel that after strike number 3 you should be out...
Such a silly problem to have. I am really frustrated and at worlds end with this vicious cycle not coming to an end. Fix my problem and stop phoning me with discounts...………….