Vodacom
Reviews and Complaints

Walk in call centre canal walk
Riccardo roodt [protected] date of incident 3 october 2015 I went to inquire about my upgrade and informed the consultant that I want a samsung s5. She told me that there is stock on order and that I will get a sms in about a week to come and collect said handset. 9 days passed and I went to the branch to find out how long I still need to wait. I had to see someone else as the consultant was not in. The new consultant told me that the phone is end of life and nothing is coming in. This was confirmed by the manager. I want a samsung s5. I was told that I will get one and that is the end of that. I got no communication from the store to let me know that I cannot get this option. Now that I am inquiring about this I get a different story. My solution. Give me an samsung s6 on the package I want to upgrade to and we call this even. Riccardo roodt [protected]

I currently have 6 contracts with Vodacom and have been a loyal customer for well over 10 years. My upgrade was due 10 Aug 2015 and not seeing any deals I liked I waited until Friday 2 October 2015 when I found the perfect deal only to be told its for new contracts only. I inquired as to why I couldn't cancel this contract and open a new one thus getting the deal I wanted keeping in mind the actual end date of contract is 10 October 2015. I was told this couldn't be done and I would continue to be charged the lady suggested I try an upgrade rather to another phone. I then got the upgrade but when I got home and opened ( it wasn't opened in store) the phone I found it to big and difficult to use. I called Vodacom and was told I have 30 days within which I can cancel the contract or at the least 7 days in which to return the device and cancel the contract. I went in and explained to the manager who was extremely rude and humiliated me not only in front of other customers but the staff as well. He said he isn't wasting time talking to me threw the device down and walked away. When confronting him on his attitude he said he didn't care and I would never change my phone if I thought he would I was wrong. he said he isn't concerned about the CPA or what Vodacom said he is the manager and his word is law laughing in my face. This left me fuming especially in front of my young daughter. Is this how loyal paying Vodacom customers are treated? I am furious! This managers arrogance left a very bad taste in my mouth, all I wanted initially was to have the contract cancelled at the correct date and open one for the deal I wanted, now I am sitting with a phone that I find too difficult for my needs and way to big and all this because a manger at the store thinks he is the final law. Please can someone help resolve this issue? I am truly shocked especially since Julian at customer complaints had told me to return to the store return the device and cancel the contract as it ends on 10 October 2015, the manager said great well let Julian do it for you!

Surprisingly Vodacom has recycled my number that I have had for over 8years, they claim the number has been unused for more than 152 days, which is incorrect. At first when I called I was told the number is active and they are experiencing portal issues and seeing that my number is linked to my email account that is the cause of the no connection. The very number is also linked to my email account which I use on a daily bases, I have called and asked that they reactive my account as I have important documents saved in my email account and I was told there is nothing they can do. My question was then how do you deactivate an active account and why was I not sent an email informing me of their plan to deactivate my account. I need answers and also for my email account to be reactivated as that is my main account where all my statements and contracts are emailed to.

I took out a new contract with Vodacom at the end of June (not even three months ago, against my better judgement, after having prepaid bliss for years ) The phone is a Sony XPeria Z3 compact.

Here's a breakdown of what's happened in the 3 months since I've had the phone:

1 - The screen got a random purple spot on the screen shortly after I got it (this is a know Sony fault)
2 - The screen cracked due to the weak spot on the screen when falling off my car seat
3 - Repairs refused to take care of this under warranty, so I had to pay to get the screen fixed
4 - Phone is returned to me with a faulty phone microphone and speaker
5- Phone gets booked in again
6 - Phone is returned to me with a crackling noise in the upper half of the screen when pressed
7 - Phone gets booked in AGAIN.

Not only was my new phone returned to me in successively WORSE conditions, but the sales consultant at the Vodacom Data Store in Cavendish was completely unsympathetic and unapologetic. I've experienced nothing but bad customer service and incompetent repairs in the three months that I've had to deal with Vodacom. I've demanded they supply me with a new device.

STAY PREPAID! It's not worth it.

From the word go, since this contract started, we've had endless issues. It was a "top up" contract. Never, not once, did vodacom do a top up. We've tried phoning, but 1 "clever" person after the other, told us that the contract nr does not exist, yes, our account still gets debited, to this day. The nr we are trying to cancel, is on a top up contract. it expired in July. they are still billing us every month. If we owe any money, fine, then pick up a damn phone and explain the situation, but I cannot see how its possible to owe you people money if you debit our account every month ! ive phoned Vodacom retentions 0821958, they told me the contract has been moved to a pre-paid, as the 24 month contract has expired. I said I want prove. They told me to phone 0821946, which is suppose to be the billing department. once I enter the nr, they say the nr does not exist, but yet, they debit the account. So how does the nr not exist.Im trying to get this contract sorted out on my fathers behalf. He has a heart condition and has even less patience for the lack of the new south African service... yah... right... what service. Its an absolute joke! under no circumstances can he raise his blood pressure.. .so here I am.. but no luck.
I want to get this contract cancelled completely, the 2 months they debited the account, must be refunded - [protected]. I will carry on slandering Vodacom's name as far as I can as I cannot believe that the have the bladdy odacity to debit out account, but we don't get any service, and the 24 month contract ended. Im not willing to deal with another call centre agent at all. I want to speak or deal with the highest person up as I possibly can. Apparently the CEO of vodacom / parent organization, is Vittoria Colau, head office in london, uk. As I said, I will go as high and as far as I can. I asked 1 of the agents in the retentions dpt to phone my father on [protected] / [protected], as the contract is on his name. She told me that Vodacom is already paying for my call, they are not going to pay for another call for her having to phone my father to get this contract cancelled, I still tried to reason with her, she told me that she refuses to continue talking to me as im not the contract holder, which I told her from the start, and explained the situation, then she dropped the call on me.. Well done Vodacom, "great" customer service.

On 2015-08-20 at 11h23 I received a call from Vodacom call centre accounts dept and spoke to a George Mtetwa. He requested to speak to my wife regarding her phone number. I knew it was due to the fact that her account payment did not go thru at the end of July. All the Vodacom accounts are paid from my account and I told George that he needs to speak to me as I am the account payer. He insisted to talk to her and I kept saying that it is my account where the payments are being deducted from but he kept insisting that he needs to speak to her. He got annoyed because I kept telling him that the account is paid by me and he needs to speak to me to authorise a payment, instead he opted to cut the call short without resolving it. I then requested that they call me back again so that I can speak to another person to explain, on 2015-08-21 I received a call again from a agent that said again he needs to speak to my wife to get authorisation to speak to me and even tried to recite the Protection of personal information Act (POPI Act) and told me that he is going to end the conversation because he is not happy to talk to me. I feel that Vodacom needs to look into this as this is not the way to treat customers. The arrogance when being talked to is not acceptable and not appreciated. Do these agents understand that this is not at all the way to treat their customers? I felt as if I do not have a say in this and feel very offended by the rude, demanding arrogance of these agents. Please listen to these call recordings and respond with an answer.

I have encountered an account dispute with Vodacom last year and to date, I am still struggling with this query. A consultant namely Travis De Gouveia from the Gateway store has taken on my case and he made promises upon promises that this matter will be sorted out, only for me to realise they wanted me to just pay up my account. Due to their misconduct and on my account, this has caused a negative effect on my credit profile with ITC. I approached them again on numerous occasions and sadly enough the store manager neither the branch manager wants to get involved or assist in any way. Vodacom is a ripp off, and so are the staff who makes empty promises just to keep a client. This matter is now being handed over to my attorney for further action.

My wife purchase IPhone 5s for me at Zevenwacht mall September 2014 at a cost of R12823.00. At the beginning of March the phone developed a problem (would not charge screen turned blue, sim tray would not open) we took the phone to Vodacom repairs Somerset West 23/3/15. Job number [protected]-[protected] We never received a call so subsequently contact the repairs centre to be told that we could receive a reconditioned phone at a cost of almost R4000. (This we found to be unacceptable) My wife was returning to the UK so she would take the phone to IStore for second opinion. Having attended the store the technician advised that the phone had been tampered with by somebody under qualified and that multiple screws missing, components missing. The phone had never been opened before we took to vodacom repair service centre we believe technician has caused issue and have request replacement or refund both of which have been refused.

I have a contract with Vodacom where by I receive minutes to make calls; 1000 SMS and 1000 mb. I only exhausted the 1G of date bundles on the end of June 2015. I was then soft-locked the evening of the 30 June 2015 due to the fact that I exhausted my data bundles. Then I could not do anything from my phone except receiving. Until today I have not been un-soft-locked. I made a couple of calls but I am told that I can only be un-soft-locked on the 3rd. Why is it happening like that meanwhile I have been allocated new bundles and minutes on the first from the 1st of July 2015? I am told that I must increase my limit to access my free minutes, bundles and test.

This is highly unacceptable and it is highly inconveniencing. Please look at this issue seriously.

Nozipho assisted me, but seems as if she is short tempered when I explain my concern to her. She needs to be patient and polite as we pay for her salary.

I have increased the limit but I am really not satisfied, Ref: S3-8EA527-78I8X
[protected]@gmail.com

Hi

On the 06th of November 2014 I bought Sonny XPeria T3 24 months contract with Vodacom.
Since started using the SIM I bought with the phone I had problem with high data charges though I was not always using internet but I ignored it and thought maybe the device just consumes data too much but I became concerned when my bill was continuously increasing and I then decided to remove the SIM card from that phone and use it on my small Samsung GT1050 which does not have internet at all but still I was being charged for data usage.

I then complained about the problem and they told me it was data charges on different devices which I don't even have and no one has ever used that SIM card as I always had it with my phone. I even lost the counter for the number of calls i made but still they could not resolve my issue even though I asked them to completely switch off the internet and they claimed to have done so but data charges could not stop.

To my believe there was technical fault with the SIM number that seems like i was sharing the account somehow which I don't even know how and they declined all those when I said so but it made lot of sense for me when the first time I used the SIM card i received the call from someone which I didn't even understood how that person got the number because i thought it was still knew and I were yet to give it to anyone or use it and I have been receiving random calls people saying that i sent them call backs which I was not actually doing.

I'm not sure when this problem started but it seems like since I started using that SIM card and I only realized it about 2 months using the SIM and that is when I started to enquirer and my first query was on the 10th of January 2015. The reason I could not realize it immediately was because it started very slowly but eventually rising to my concern as if it was like who ever I was sharing this account with came to realize that he/she was blessed with free internet and started to use the internet more often

As a result of those high data charges I could not afford to pay for my bill and they are now threatening to take the legal action which I find it very unfair because this is all due to to their fault and I suggest that since they have the history of all calls and SMSs from/to the number i was using they must start new investigation to prove what I'm claiming about the problem and my effort to resolve the problem so that they can clear off any charges relating to this issue so that I can start paying the account because as things stand right now I can't afford to pay the outstanding amount on this account

Hi there. On the 13/4/2015 I phone Vodacom to complain about my high bill I received. My bill normally is around 1000.00 and suddenly the account was over 4500.00, they then said I have used data and that I am liable for the account. I requested that they put a 1Gig stop on the account, when the gig is used up the device must soflocked. 6 Weeks later they deduct another 6500.00 from my account. After phoning them again they said I have used the data. I informed them that I have already complained about this and they promised this will not happen again. The vodacom staff I find is very unfriendly, they gave me no support, and no help. My device was switched off after the 13/4 so there is no way that I could have used that kind of data. They offered no support in investigating the matter nor could they tell me exacly what this data is. I would like to know dates and times etc and what websites to cause such a big account. Also since April i have received no invoices nor statements. i have asked them numerous times and still have not received anything. My account nr is NM084719-9 (JETTIE HENDRIKA GOUSSARD)

Hi Vodacom, it is a wonderful Sunday morning here in Cape Town only that it has been overshadowed by some very poor service from your call centre department. I can honestly say I never taken the time out to lodge complaints, in fact my tolerance levels are quite high in general, amidst an overall decrease in customer care and services in South in recent years. Poor training and leadership is the likely source of this declining sphere of what used to be top - notch. I run a call centre myself and understand what it takes to have an excellent standard in terms of 'looking after your customers'. This morning I felt prompted to come and spend sometime in your call centre and do some intensified training on dealing with customers. This decline in service has been going on for sometime, and I would say Ive just about got s used to it, to the point of actally accepting that this is the way it is and we must just deal with it. I could express for hours on the ins and outs, but this is for your leaders to work out, thats if they actually care (surprise us all please). The issue at hand in summary as I dont feel like wasting anymore time : I cannot log onto my vodacom cloud app as it is advising an error has occurred with my number and that I must contact customer care at 082 111. To cut a long journey short I spent sometime being transferred from department to department to find a solution. Well, I got to agent number 7 or so and after being told I will be transferred once again, I advised the guy I cannot anymore and Im disconnecting the call. This is a common occurrence in terms of queries I have had before but today was just ridiculous and I'm sitting left wondering if it is time to move to another provider. Only hesitation is that services nationwide have become shoddy and to be honest Im not sure if there is one that stands out enough for me to make a change. Yes, I agree, dam but it looks like we have a problem. Stuck with this until someone highlights the call centre as the possible opportunity to be a cut above any opposition. Im not expecting any responses to this complaint as it would be no surprise.All said and done, I still cannot log onto cloud, nobody seems to have bothered escalating a customer who clearly was in desperate need of assistance and had the courtesy nor care to callback as a way of following up. This little initiative can turn a seriously unhappy customer to your biggest fan - taking a crap situation and turning it into gold. PS: when a customer phones in and immediately mentions their issue or request, its always good to acknowledge the request and then ask for a name. NOT: what is your name? as a response to the initial request. Probably doesnt make sense to most - please refer to your QA department. All the best in your attempts in pretending to have a customer care line Regards, Wayne Bennett

After much trouble trying to upgrade, I still can not get anywhere with vodacom and it's staff.

It pains me the amount of distress such a large organisation can cause as a result of inconveniencing paying customers.

So many issues which are documented but so little help!

No response from the online email addresses. No response from the consultant (see mail below) nor any help from the call centre.

After much of my troubles, I still am paying for a contract sim - not working-2 weeks, paying for another brand new phone (s6) whose battery does not last more than a few hours.

I have been on and off the the phone at my time and expense, and to think this isn't that complicated.

How can vodacom get it so wrong but still get away with it.

I cancelled 2 of my mobile contracts mid April, I was told after I paid the cancellation fee that it will all be cancelled within 24 hours and then that the monthly fee will not be deducted as there are enough time. Needless to say the monthly amount was deducted and this was 6 weeks ago, I have contacted 2 shops and both are 'working" on it, when i phoned this morning he responded with "Oh my is it still not sorted out?" I wonder who was supposed to sort it out. He said he will phone me back...I am still waiting. I cannot believe that this is the type of service they expect one to be happy with? Shocking!

I phoned Vodacom today on 082 1946, to request a quote for the cancellation of my contract due to financial implication and needs that have changed. I was quoted R 19 191.73 to cancel my contract pre-maturely. I feel that there is only to things I'm left to do if they quote me that enormous amount; 1.Not use or pay the account. 2. File an appeal against the contract in court, which will have more costs to it.

Why do Vodacom not realize that they are creating a bad name for themselves and making people poor by not being bendable with they're contracts.

I mean; I get unlimited calls and SMS's and 5 gig data per month for +- R2500 per month. I if cancel, why do I still have to pay for a servise I do not use? The handset is +- R500 per month. It leaves me with a R2000 per month that I am not using.

I want to have good credit score but how do I keep it like that if I cannot afford it?!

I know about the 75% and the T&C's and all that, but why should it applied to a contract payer which wants to cancel one of the contracts at Vodacom (Have 6 contracts with Vodacom)

Do I then need to cancel all my contracts with Vodacom before they try to help?

Probably just venting because I know that no reaction will be given. Just the standard copy paste from the T&C's and who to phone- which will also confirm the same said in the T&C's.

Regards,

Unhappy Customer

I upgrade my Vodacom to a Mobile Broadband to use on my laptop on the 18/04/2015 at 11h49. I took it home and it just was not working. I phoned the Vodacom shop in Greenstone and was told by Mari the sales lady to bring it in to the Vodacom shop. First on arrival the technician took it and put in into his laptop and was down loading stuff ( or to me it looked like it) I he took about half an hour and said that the device is not picking up the Network. I asked him how it is possible if I just got it brand new. He told me it does happen and they need to send it back to Vodacom and they will decide if they going to repair or replace. I forgot the red booklets at home and had to bring it back to Vodacom to send it of. As this was public holiday I took it back on 21/04/2015. And they send it of to Vodacom. Sunday on the 17th of May I went into the shop to find out why have they not contacted me yet as they said it was going to be two weeks. The technician informed me that they are not repairing or replacing as I broke the sims card pins. SERIOUSLY no explanation only that. Well first I want to cancel this contract with Vodacom with immediate effect as I did return there item within one day and not even 30 days. The service and explanation is both crab as there technician worked with that dam thing and not me. So please assist me in getting this matter resolved with Vodacom

When upgrades were concluded, no-one explained that I will pay a fee for both old- and new devices. Now that I queried my statement, I'm told that! I would not have upgraded if I knew I was going to pay for 2 devices. On a previous upgrade, I switched from a Blackberry to a Samsung but the BIS-charge of R68 was not stopped automatically, neither was I told to have it cancelled by myself and I paid it for several months before I noticed that it was still charged. I think that it is the same as stealing from consumers to not disclose this information. Another thing I need to know is: how legal is it to increase fees in the middle of contracts by sending a sms? But the same Supplier insist that the previous device must still be paid with the new device when upgrades take place at 22 months or whatever, they quick to send a sms for the upgrade!

I had booked in my Sony Xperia L (C2105) for repair on the 10th of April 2015 at the CelluCiti vodacom store in Clearwater.
My phone did not want to read the sim card and it was contentiously freezing on all applications.
I had received a call today advising me the phone is back from repair and that i should collect.
I get to the store and the consultant Charl advised me the unit has been swapped out for a New device.
I noticed the model number was different but the consultant insisted that the model is the same and just the imei number has been changed.
I took the model number down an search the internet only to find out that the model was indeed different from the phone i had originally booked in.
The Sony C2105 i booked in for repair was a 8 megapixel camera phone and the device that i received was the Sony Xperia E which is a 5 megapixel phone.
I am certainly not happy with this phone as this is a downgrade for me.
I raised the issue same time with the store and only to be told by Charl that Vodacom has discontinued the Sony Xperia L and therefore given me the Sony Xperia E.
It is not my fault in the first place that my device cannot be repaired and therefore have to take a lower spec device.
Charl then advised me that it is out of his control and that i need to escalate this matter with Vodacare.
As being a loyal contract customer with Vodacom for many years i think i should be receiving good customer service and not be getting the run around.
I specifically bought this device on the basis of having a good quality camera phone, if i had wanted a 5 megapixel device i would not have bought the Sony Xperia C2105.
Please understand i am not being difficult or demanding as a client, all im simply asking for is give me a replacement C2105 if not a device that has the similar specs but must have the same 8 megapixel camera.
If you look at the time frame i had to wait for the device i think i have been more than patient.
The turnaround time that my device is in for currently is more than a month with no even loan phone issued to me.I was asked by the repair centre to return the device so they can have this resolved and swoped out for a different make and model and still no joy as i am still awaitng ETA on a swop out device as per Vodacom Repair centre.
the service from Vodacom is extremely poor.

Kind regards
Denver

On May 2, I purchased an internet modem from Vodacom Moshi and paid 50, 000 Tsh - 25, 000 Tsh for modem and 25, 000 Tsh for unlimited monthly internet access. Just a week later, my credit was all used up. I wanted to know how and why and on Sunday, I called Customer Service. Someone called me back and I was given two telephone numbers of Moshi Vodacom to discuss the matter. I assume the Customer Service, is in Dar es Salaam. Anyhow, on Monday morning I called Moshi and the following is my conversation with the person from Moshi. To me, it is clear that this person checked the information and that must be why initially, he said if I was in Moshi, the problem will be solved. I am not in Moshi (I am in Dodoma) but to me, that shouldn't make any difference whatsoever. I really would like to get an answer to how I finished the unlimited service in one week and also, if unlimited is 20, 000 Tsh, why did the guy charge me 25, 000 Tsh. Thank you!

My correspondence with Vodacom Moshi [protected] and [protected])

Me: My vodacome internet number is [protected], my name is Nina Tesfamariam. I bought a modem from your office on May 2nd for 25, 000 Tsh and unlimited bundle for 25, 000 Tsh. After just one week of usage, I found out that I do not have any credit on the unlimited bundle. Can you pls explain how it is possible to use up unlimited in one week? Thank you!
All responses from Vodacome were from [protected]

Vodacom: Did you change airtime into bandle first?

Me: The person who sold it to me in your office said he had put bundles. I did not purchase airtime myself.

Vodacome: What I know unlimited izs 20000. If you paid 25000 tsh for a modem that means it was for a modem but if you paid 50000tsh from there we can ask the other money where it is. Maybe he or she failed to change airtime into bundle.

Me: I gave the guy 50, 000 tsh.

Vodacome: Where are you now?

Me: I am in Dodoma

Vodacom: you bought at vodashop moshi?

Me: Yes

Vodacom: Maybe if you come back from Dodoma we can easily solve the problem. Sory for that madam

Me: I will not be back in Moshi. If you tell me how you propose to solve it, I can send someone.

Vodacom: Lets m e see then I wil let you know what to do.

Me: Thank you! I will wait for your response.

Vodacom: Ok

Me: Any progress? (11:47 am)

Vodacom: Still working on it

Me: I need to hear from you today. This is a simple matter that requires an honest and reliable answer. Thank you! (at 4 pm)

Vodacom: I tried to ask on ur matter but ifound no cleary answer since you are not there but I wish you could be in moshi that could be simple for me to solve ur problem coz I asked the one who is responsible in selling modem, he said he don remember better if you send some in our office so that we can solve easiy the problem. Again im very sory coz of delaying to inform you. thanx.

Me: I am not in moshi and that should not make any difference. I am sure your system shows that I bought the modem in your office. Even Dar Vodacom found it in the system. What other information do you require? This is not an appropriate response. All you have to do ask the man what he did with the 25, 000 tsh. He should be able to tell you.

Vodacom: I said again im not the one who is dealing with the data system on the issues of modem. Better enough you went up to Vodacom head office, then there could be easy for them to answer ur problem.

Me: someone will have to give me an answer

On Saturday the 2nd of May 2015. I returned my iPhone 64GB Silver for a warranty repair as I have bought on the 19th of March 2015. I received a loan phone without internet access and could not import my contacts. I was so relieved when they sent me an sms to fetch my phone on the 6th of May 2015, I was also very impressed by the quick response in rectifying the issue.

My phone touch function is malfunctioning,

Upon receiving the phone I had to do the whole setup from scratch of my phone.
so they just cleaned up the software and installed the latest iOS again.

Not even 24 hours of receiving the phone it does the same thing. Now I have to take my phone back to them to do the same thing again. On the repair note of the phone there was no notes to state the repair work they have done.

I am so disappointed, and regret not buying this phone straight from I-Stores