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1.1 3941 Reviews

Vodacom Complaints Summary

104 Resolved
3836 Unresolved
Our verdict: If considering services from Vodacom with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Vodacom reviews & complaints 3941

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1:58 am EDT

Vodacom fibre installation activation

Dipeo Valuations acc no B0155122-4. We have requested a relocation, it was supposed to be last week Friday, done 5 days later and still no activation. I have been calling the useless call center and I keep getting SR no but no one wants to sort this out. The supervisors won't speak to me nor can I escalate higher, they are acting like gods. We run a business that is substantially reliant on internet use. All fibre installed and router plugged in since Wednesday but nothing activated.

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5:29 am EDT
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Vodacom wifi data

I purchase 9 Gigs data for number [protected] on Saturday 28 September via your App, using my credit card. My account was debited, but the data was not issued. I contacted your call centre yesterday, a lady gave me a reference number (A2-FP66-V7W18X)and asked me to email the proof of payment to documents@vodacom.co.za, and that someone would telephone me within an hour. I immediately emailed the bank statement, and have received no further feedback. Your call centre does not receive calls today (apparently too busy sorting out problems), so I cannot phone to enquire.
Please could you advise urgently
Amanda Ellis.
Facade Projects cc
Tel: [protected]
[protected]

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3:03 am EDT
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Vodacom contract extension

2 months ago, a vodacom customer care employee called me to say my current contract is part of a selection of old packages that aren't available anymore and the company would like to phase them out. My original contract had expired over a year ago and I was now on the automatic month to month package.
He therefore asked me whether I'd be OK to move to a new contract which would cost less and give me more benefits. I clearly stated that I would be leaving the country in 2 months and did not want to sign up for any long term deals. He said that that would not be a problem.
When I called vodacom this week to cancel my contract, they mentioned my expiry date is August 2021 and I would need to pay a cancellation fee. This means that the person who called me, did in fact sign me up for a new 2 year contract without me agreeing to it explicitly. Now I need to go through a ton of hassle to get my contract cancelled on time, putting an extra administrative burden on me. This was suppose to be an easy task to tick off and now it is a headache. And the help desk staff I've spoken to has not been apologetic about this issue in any way.
I have lost more trust in vodacom as this type of sales tactic is done with no integrity and no honesty. It is a scheme to fool people into tying themselves up to vodacom.
My hope is that I get to close out my contract with vodacom without having to spend more on a contract I cannot use once I've left.

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10:27 pm EDT

Vodacom online upgrade

Good day. I have been calling and emailing vodacom with regards to my contract. They all say it is a 24 month contract and I have screenshot proof of the contract I have upgraded which clearly states 24 months. However the next upgrade due is in 3 years from now. I cannot seem to get any help with this matter and now I am considering going the legal route since this may be the only option since this does seem illegal. I have also requested on numerous occasions that documentation be sent to me which still has not to date. I would please prefer this matter to be sorted by vodacom without legal hassle.
[protected]@yahoo.com

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8:29 am EDT

Vodacom sim activation

I opened a new line on 26 Sep in-store. It's now day 6 and the sim card is still not active. When I go in-store the consultant phones customer care and then they advise the consultant that we just have to wait. Some of the customer care agents tells the consultant that we have to wait a hour. But after even 2 hours there is no difference. This is unacceptable. Everyday when we phone customer care they can't resolve the problem.

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7:53 am EDT
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Vodacom business broadband lite sim swap

Vodacom Business Broadband lite, incompetence

Tafadzwa T | 25 Sep 2019, 12:21

The ****le and sim card for my business broadband connect lite was stolen. It's been 2 weeks going into the 3rd week, and vodacom still have not been able to do a sim swap for me. First I was given a new sim card with a commitment to activation with 24hrs. When the sim card was still inactive I was told a different sim card is required & would be sent to me within 5 working days. Then I was told another story, and another story etc, all this via a Vodashop in East London, that I have been dealing with. The strangest thing is despite how big they are, no one knows how to do it. Everyone in Midrand will not accept responsibility, but will refer you to the next person. Vodacom don't seem to understand that I use this device for business and I now have to drive to various place to access free wifi during my working day. I still need to access documents (which are in my office), or print items, so I must drive back and forth as the situation requires. We still don't know when, how or if this issue will be resolved at all.

Come end of the month, vodacom expects me to pay for data with money, that I potentially didn't make, because I could not use the data which they are withholding from me, because of their incompetence. If I don't pay them, then there are all sorts of legal implications & blacklisting. If they don't do their part, they apologise & move on. Someone at vodacom needs to be held accountable.
Unhappy customer
Business reply
Vodacom's reply:

25 Sep 2019, 14:16

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing scams.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,

Vodacom Consumer Website Team
TT
Tafadzwa T:

27 Sep 2019, 12:13

Dear Vodacom Consumer Website Team

Today is the 27th of September 2019. You said someone would contact me. When will they contact me?

I need this matter resolved now. I went to the vodashop I deal with again today. They said you will not tell them why this is taking such a long time. Please tell me who is responsible and why this is taking so long.
Business reply
Vodacom's reply:

02 Oct 2019, 11:39

Dear Customer,

Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.

As per our discussion, your query has now been resolved.

Regards

Consumer Website Team
TT
Tafadzwa T:

02 Oct 2019, 12:02

Hi Consumer Website Team

Your reply is incorrect, the query was not resolved. Your representative told me he can not assist me, because he does not deal with broadband lite queries (yes listen to the recording if you wish). My review specifically says broadband lite in the title and body of my complaint. So why did this chap call me?

Anyhow, he gave me a number to call ie **********. the voice on the other side, says this number is no longer in use & told me to call 135 ie customer care. The 135 voice tells me to wait because there are too many calls (something like that). I hung up... there after I got 3 messages telling me that my ticket had been closed & an e-mail to say the matter was resolved.

how low can this get & for how long?

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4:08 am EDT
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Vodacom new line cancellation

I am appalled at the level of service Vodacom has provided me. Two months in a row I take the initiative enquiring about a debit that shouldn't even be.

I took a Sim only deal which I cancelled in the 14day cooling of period and was told that the matter is resolved and I would get confirmation of same. a month down the line, September 2019, I get a notification from my bank that a debit order has been processed and I make contact with Vodacom customer care only to find an incompetent consultant telling me the amount has been credited into a number that I have cancelled. between speaking to (Boitumelo, Joy, Nobulele and Taryn Martin, I thought the matter was resolved and the debit should be paid back to me. two week later I have no acknowledgement from Vodacom and I reversed my money.

01/10/2019 I receive a notification that Vodacom has attempted debiting me again. I took it upon myself to make contact again and Spoke to a gentleman who advised I would need to speak to a consultant that would confirm why I am being debited. I speak to this lady and she informs me I have been handed over to the Vodacom attorneys, which messes up my credit record, for someone else's incompetency as they did not do their job properly.

I now need to wait another 3-7 working days to have the matter resolved, IF EVER IT HAPPENS, and Vodacom to revoke their act of handing me over to attorneys. if my matter had been resolved the first time, I wouldn't not be in the position I have found myself in at present and going forward, my credit record will state that I have defaults . I am disappointed with Vodacom especially since I have been using their service since 1997 on pre paid and to be caught up in this mess is abominable.

such poor service renders the move to competitors that will not inconvenience me in such a manner. my Telkom and CellC commitments have not provided me with such poor service.

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3:38 am EDT

Vodacom your accounts department

You send me threatening emails to pay my outstanding account but since May 2019 all invoices and statements I received showed 0.00 due. NOW I get a email showing I OWE you money and you threaten me to register me for debit, this is a JOKE I never once said STOP debiting my account or that I am not willing to pay i just want it to go off on a debit order every month, I keep asking why are you not debiting my account as per contractual agreement, then I get told it has been fixed but then no debit order goes off again. Sort out your accounts department and your statements and invoices to me I can proof YOU as in Vodacom send me that I owe you 0.00 .

Please explain as your service is pathetic.

Before that I kept asking why VODACOM keeps on not taking of my Debit orders and then I get told its been sorted out but still VODACOM does not debit my account.

NOW I AM NOT THE ONE IN THE WRONG I KEEP ASKING WHY SOMEONE EDIT MY ACCOUNT AND STOP THE DEBIT ORDER I KEEP ON REQUESTING.

THE Problem is not with me it is with VODACOM.

Don't send me threatening letters when YOU mess up.

Account number i7228451-2
invoice number : H3-FVGRY
invoice date 1 /9/2019
Shows 0.00

Then in 1 Oct 2019 I get a email that I need to pay the outstanding amount of 9879.25 with in 21 days.

I mean really how can you send a stamen out a month before showing 0.00 is owed and now a demand letter.
SORT OUT YOUR accounts department. the service I have received from Vodacom since Nov 2018 is the worst service ever and I will not want to continue o ever use Vodacom again. we as a family and businesses spend thousands of rands on Vodacom every month but with this level of service I think we need to move our business and other Red accounts away from Vodacom.

I want a senior manager to call me to resolve this issue not a call centre agent my daily number is use is [protected]
Regards
Nelia du Toit

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2:57 am EDT

Vodacom account

Could you kindly assist us to resolve the following matters
1. Account number I4318255 has been handed over yet again after this matter has been discussed with a lawyer and Vodacom many time.
• When calling the lawyer this morning they said they are going to kick the file back to Vodacom and we should deal directly with Vodacom legal department. We have done this before with no joy.

I have attached the communication on all the matters above as Vodacom staff are sending us from pillar to post and never honouring their commitment and coming back to us with answers.

Could you kindly come back to me with answers to the above. We will come in and see Vodacom top management about the above mentioned and bring in all the evidence needed to resolve the matters.

We are not willing to continually being made to run around by Vodacom staff and lawyers any longer.

Your response will be appreciated.

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2:45 am EDT

Vodacom billing

Good day

customer number i1630151

Okay on my invoice for [protected] - I am being billed for 2 Handsets since I upgraded.

Previously I upgraded in the same way without any issues.

but according to the department at vodacom this is normal and i argue the fact that this has never happened before plus the first consultant agrees this is an error and should be refunded and another says no its is normal.

this is really bad service in respect of being charge double for another 4 months when vodacom was the one insisting on the upgrade. misleadcustomers.

kind regards
Neels

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2:05 am EDT

Vodacom service of the managers and employees

I did a silicone screen protector. They told me 6 months warranty if any problem. I just purchased the Hisense h30 infinity from the Hisense rep. The day the mirror finish screen protector came up I went straight to Vodacom shop for the silicone. The employee wiped my phoned so good that scratches ended up on my screen. So I kept quiet thinking the protector will cover it and so it did. As Time went like almost 2 months it started to bubble. 30 September 2019 i to complain. I stood for 1 hour and more just for a 10 minutes job. Manager still says I must wait. Is this the type of service as big company like vodocom give towards there customer.
Yes I understand that you will always be busy. Everyone will like new phones. But if there's a tech guy then let the tech guy do what they are employed for. Call me
[protected]
Marcus Chetty

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5:40 pm EDT
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Vodacom unauthorized contract

Vodacom sold me a cellphone contract through deceptive methods. Cancelling the contract has proffed to be the most frustrating endeavor ever. They dont answer their phones...you hold on for hours. they dont respond to your complaints via email. Absolutely pathetic!
They ignore your commands in putting through unauthorised debit orders!
They are thugs and thiefs. Typical African service!
I used to be a happy customer but they have completely pissed me off now!
Cant wait to say my goodbuys to them!

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4:54 am EDT

Vodacom cancellation of contract - vodacom smart tab 2 3g

I cancelled a contract on 01 August 2019 and received correspondance via email that the cancallation was forwarded to Retention Team for the 31 Aug 2019. Today is the 01 October and still money is being deducted from my bank account. I request a refund for deductions out of my account for September and October as I've done my duty to cancel this contract.

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1:26 pm EDT
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Vodacom sim card activation

Yesterday (Sunday 29/09/19)my partner and I visited the mentioned branch and signed up for a data deal. We recieved the router and sim and were advised the sim would be active in 24hrs.

Today at roughly 12h05pm I contacted vodacom customer care as the sim was still not active. I was told that the activation request was cancelled yesterday and then a new activation request sent this morning (30/09/19) so we had to wait another 24hrs.

I contacted the store and spoke to the lady that assisted us. Firstly she kept saying the 24hrs had not lapsed and that the activation had not been cancelled. When I asked at what time it would lapse she then said she would check if there was a problem and she would get back to me. 2hrs later and she had still not gotten back to me. When I called she told me that I needed not call as she had informed me that she would call me once the system problem had been resolved. I'm not the only one with the problem and contracts were delayed. This information was all new to me because no update was recieved after she had promised to "check" what was going on.

The last convo happened at 14h18 and it is now 19h19 and no update has been received and my sim is still not active so I cannot use the product. I would like to know if feedback/update was too much to ask for? When I asked when this could possibly be resolved she said she doesn't know. So I'm sitting with a router and sim but no data for an indefinite period of time with no communication from your company.

This is my first contract with vodacom and already I am not happy. I live an hour plus away from menlyn and this has become the most inconvenient purchase of my day. I have lost airtime, time and money as I have to purchase data for my phone while I'm paying a contract that's meant to provide me with such.

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3:43 am EDT

Vodacom upgrade incompetence!

I took out a contract on 6 September 2017 for a Samsung Galaxy S8, the offer included a Samsung J5 Prime as an added bonus for free. On 2 September 2019, my 24 month contract has been honored in full. There was no arrears, no outstanding balance due on the headsets. I called 0821958 and spoke to Tembiso, we did an upgrade where I opted for a Samsung A50 and we agreed that I would be charged R419 per month as of 1 October 2019 (Ref:[protected]). This morning, 30th September 2019, I tried to make a call and I had zero airtime, zero sms, zero data. I called Vodacom and this is when I found out that despite repeatedly saying to Tembiso that I didn't want any surprises, I found out today that although I have a reference number for the cancellation of the J5 Prime and the S8, I am still being charged for phones which have not only been cancelled, paid for in full and are no longer being used but I spent almost 1 hour on the phone being bounced around from one department to the other, customer service, or disservice, which is more apt, upgrades department, accounts/billing, then back to upgrades again, each person more incompetent than the next, each time I got transferred I had to AGAIN regurgitate the same information, ID, bank details, postal code, date of debit, etc... When I asked to speak to a manager I was told that they first needed to know why and then after much debate was told that I couldn't speak to a manager/team leader because they were all in a meeting. It was 9am on a Monday morning! WTF! Why are ALL your managers in a [censored]ing meeting! I was then told that they would communicate with back office so that I would be charged the correct amount as from November - great [censored]ing use that will do me when you've charged me more than double the agreed amount already! R939, instead of R419! BEYOND INCOMPETENT!

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2:43 pm EDT

Vodacom no vodacom signal

Good day
Please note that there is no Vodacom signal 📶 on the Britsberg tower at Senekal. It is a Vodacom tower on Britsberg, as confirmed by Vodacom. For the last ten years the signal is not user friendly.
This complain was being reported several times before. And no response from Vodacom. This is not acceptable.
Please see to this problem.
Kind regards

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Update by Roelien
Sep 29, 2019 2:44 pm EDT

Bad signal 📶

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12:19 pm EDT

Vodacom data

So I bought a 1 gig data deal at around 4 and I did things online that couldn't have possiblly chow that much data. But now less than 2 hours later, after watching a few YouTube videos I'm out of data?!?! Your data rates are ridiculous. Please lower them because they are crazy and unaffordable. I know it might seem like I don't know how data works and the sort but I do, I had used the same 1 gig deal and done a whole lot more but it lasted longer.PLEASE FIX YOUR [censored]

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4:27 am EDT
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Vodacom laybye

The manager of vodacom tubatse crossing mall is denying me my rights to get my money back, I had a phone on laybye last month and im unable to finish paying it so I went to cancel my laybye she told me that the process is long she wont do it for me.
More than that the stuff was rude about the whole issue one guy in particular even made fun about the fact that im unable to pay off my phone

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10:22 am EDT

Vodacom vodacom

I called to port my 3 numbers from Vodacom to Telkom and was immedaitely offered a deal from Vodacom for 230 minutes airtime per month and 5 gig data per month. However, when i received the quotation it state 10 gig once off data and not 5gig per month as discussed. I tried to call back and have the quotation cancelled as this was not what i agreed to., but was told they cant cancel the quotation.
The quotation number are
[protected],
[protected] and
[protected]

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1:22 am EDT
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Vodacom online contract deal and customer service a big “0”

I found a contract deal that I really like on the vodacom app, when I tried to apply for it the app refused to go to the next step. I called vodacom customer care the very next morning who couldn't help me saying I should send a email to vadmin@likeminds.co.za and they will contact me. I sent 4 emails and called customer care again and they say wait for vadmin to contact me as no one else can give me answers...really do I have to wait for someone to read my email "that's IF they read it" why can't someone just be able to speak to when I call and get this resolved.

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Update by Baboo007
Oct 02, 2019 3:17 pm EDT

Now they say this complaint has been resolved and it hasn’t been resolved, it’s been a week and no one has even called me or even responded to my mail, I even called Vodacom online department today and they say the same thing they said to me for the last week everyday...”SOMEONE WILL CALL YOU, THERE IS A HEAVY BACK LOG AND THEIR SYSTEMS ARE DOWN THEY CANT GENERATE A TICKET for a reference”

I found a contract deal that I really like on the vodacom app, when I tried to apply for it the app refused to go to the next step. I called vodacom customer care the very next morning who couldn't help me saying I should send a email to vadmin@likeminds.co.za and they will contact me. I sent 4 emails and called customer care again and they say wait for vadmin to contact me as no one else can give me answers...really do I have to wait for someone to read my email "that's IF they read it" why can't someone just be able to speak to when I call and get this resolved.

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Vodacom In-depth Review

Overview: Vodacom is a leading telecommunications company in South Africa, providing a wide range of services to both individual and business customers. With a strong presence in the market, Vodacom has a rich history and has established itself as a key player in the industry.

Products and Services: Vodacom offers an extensive array of products and services, including mobile voice and data plans, broadband internet, fixed-line services, and enterprise solutions. Their offerings are known for their quality, range, and innovative features, setting them apart from competitors in terms of variety and uniqueness.

Pricing and Plans: Vodacom's pricing structure and plans are carefully designed to cater to different customer needs. They offer competitive rates and flexible options, ensuring affordability and value for money. When compared to competitors, Vodacom's pricing strategies and plans stand out for their customer-centric approach.

Network Coverage: Vodacom boasts extensive network coverage and a reputation for reliability. Their 4G and 5G capabilities provide customers with fast and seamless connectivity. When compared to competitors, Vodacom's network coverage and performance consistently rank among the best in the industry.

Customer Service: Vodacom is committed to delivering excellent customer service. Their support channels, including phone, email, and live chat, are easily accessible and responsive. User feedback and reviews indicate high levels of customer satisfaction, highlighting Vodacom's dedication to providing exceptional support.

Billing and Payment: Vodacom ensures billing accuracy and transparency, making it easy for customers to understand their charges. They offer a variety of payment options, including online and mobile platforms, for added convenience. Compared to competitors, Vodacom's billing and payment processes are efficient and user-friendly.

Customer Reviews and Ratings: Customer reviews and ratings for Vodacom are generally positive. Users appreciate the company's reliable services, excellent customer support, and competitive pricing. Common feedback themes include satisfaction with network coverage and the quality of products and services. When compared to competitors, Vodacom consistently receives favorable reviews and ratings.

Corporate Social Responsibility: Vodacom demonstrates a strong commitment to social and environmental causes. They actively engage in initiatives related to sustainability, community development, and digital inclusion. When compared to competitors, Vodacom's corporate social responsibility efforts are commendable and contribute to their positive brand image.

Innovation and Technology: Vodacom invests significantly in innovation and technology, particularly in areas such as IoT, AI, and digital transformation. Their efforts result in cutting-edge solutions and enhanced customer experiences. When compared to competitors, Vodacom stands out for its technological advancements and forward-thinking approach.

Partnerships and Collaborations: Vodacom has established strategic partnerships and collaborations with various organizations to drive innovation and expand their service offerings. These alliances bring mutual benefits and synergies, ultimately benefiting customers. Compared to competitors, Vodacom's partnerships and collaborations contribute to their overall success and market leadership.

Overall Rating: Vodacom receives a high overall rating based on its exceptional performance across various aspects. With their extensive range of products and services, reliable network coverage, excellent customer service, and commitment to corporate social responsibility, Vodacom is highly recommended for potential customers. When compared to competitors, Vodacom consistently ranks among the top telecommunications companies in the industry.

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Vodacom. Make it specific and clear, such as "Incorrect Billing on Vodacom Contract" or "Poor Customer Service at Vodacom Store".

4. Detailing the experience: Provide a detailed account of your experience with Vodacom. Mention key areas such as customer service, billing, network coverage, or product functionality. Describe the nature of the issue, including dates, locations, and any specific employees involved if relevant. If you have had any transactions with the company, include transaction dates, amounts, and what the transactions were for. Outline any steps you have taken to resolve the issue, including any communication with Vodacom's customer service and the responses received. Clearly explain how the issue has personally affected you, whether it's through financial loss, inconvenience, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or screenshots. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Vodacom. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, an apology, or any other form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct and relevant to your complaint.

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9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any replies from Vodacom or other users to provide additional information or to follow up on your complaint.

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Phone numbers

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vodacom.co.za

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