Vodacom
Reviews and Complaints

I am wanting to upgrade my phone and have been waiting for the October deal booklet to be made available since the 8th of October.
The specials option on the new website keeps on changing and sometimes doesn't even give you the option to select.
When trying select the brand filters, the page hangs.
When opting for live chat, it indicates "..something went wrong...".
I have requested call backs, but have had none yet.

The resolution:
-Don't deploy a new website if it has not been tested properly

I upgraded in February (after serious consideration to not bind myself with a Vodacom contract again and go to another service provider) but eventually decided to stickwith Vodacom. New phone means -a new sim card right... Well, this was apparently the start of all the "fun and games" (Not that I am laughing - but someone else obviously is)..
1. Anyway, on the 08th of May 2017 two "illegal and unauthorised" sim swaps were done on two of my numbers (17h40 and 18h50 - Inbound call centre) . 09 May 2017, another sim swap was done (17h05 - Chatz Cellular Agent No 45374 - Dealer Name Daniel SK01 - Action on Vodacom record reads" Order subtype: SIM Swap Delay" - created by MARSN) My business comes to a halt because clients cannot get hold of me - so, my frustration reached the 7, 5 on the frustration bar. Then, after almost four days, travelling up and down from work and back, spending valuable time trying to sort out Vodacom's incompetence and "fool proof" security verification processes, my phone was working again.
2.10 May 2017 - My mother who is a pensioner and lives in another province, had to get a Taxi to town to visit a vodacom shop. Besides the fact that she was first treated as if she was a hinderance to the person who initially attended to her, someone else assisted and she had to spend another R35 for a new sim card - yes - Vodacom's issue - but we must pay for a new sim card. Later the same day, my mom's phone was back on again - and she was able to gain access to her complex. Her cellphone is the "key" for access for herself and guests - and she had to request a special remote for access to her own home for the few days that her phone wasnt working,
3. On 25 August at 15h07 another illegal sim swap was done. I was out of the country and could do absolutely nothing about that. Although i didnt use my SA phone for telephone calls, i used it for banking etc - and - for about a week i had absolutely no use of the phone.
4. 10 Sept another illegal sim swap was authorised - at 18h30. Again - 2 days out of work - driving up and down to banks - Vodacom - banks etc - When i arrived at Vodacom Tygervalley for the second time the same day, one of the young ladies recommended that i request to "flag" my number (this simply means they put a pop up message on your profile that shows "Do not do sim swap"). This was all done - and she recommended that maybe i should now buy a new sim card (again - ?) Anyway, i bought another sim card (spend more money that was not necessary)
5. 10 Oct 2017 - Well, how surprised was i to have our bank account "cleared out" and the sms confirmation went to "any of my previous sim cards" - as it definitely wasn't sent to my cell number. I immediately saw the transaction on my bank statement and called the banks' fraud dept. I drove to the police station to open a fraud case, and thought that the couldnt get any worse.The next morning i was the first in line waiting for the bank to open - and whilst i was a the bank - i realised that there was a problem with my phone - yes - again! I spend hours and hours - back and forth - police station - bank - vodacom - bank - to try and resolve the missing money issue - but now - i had to resolve my phone as well. I called customer service about 11 times - about 6 of the 11 times, the phone was cut off - "we are experiencing high call volumes - blah blah blah". So, back to Vodacom store - and guess what - another TWO transactions done - one at almost exactly the time that the fraudulent bank transaction went through - (10 Oct 2017 @ 18h11 at Game Lichtenburg - Dealer Id: GO360 - Created By: MosesT @ 18h06 - status changed at 18h11) and the second one 11 Oct 2017 at about 10h00.
I am at a complete loss for words - My first question to Vodacom is - what about all the security checks and verification processes that have been implemented? You clearly have this one down to the "t" - I fail to see that your well developed security system is "staff proof" - and i absolutely believe this is a scam/syndicate within the ranks of Vodacom. I am no longer willing to be part of this corrupt system, my contract has just recently been upgraded - but Vodacom - "The person that you have scammed is no longer available for you to abuse" Beep!

In the second week of August 2017, I did an online upgrade to a Samsung S7. The got the phone very quickly but soon realised the phone was faulty as immediately the phone would heat up when charging it and the battery would run down in a couple of hours. I contacted Vodacom to have the phone returned and they advised it would be collected the following week. It took another call, but on 23 August I was told to email [protected]@likeminds.co.za at Lennon sent me an email with a ticket number and told me the phone would be collected.
On t28 August I emailed Lennon again to advise him that RAM had not yet contacted me and he told me to contact them myself. I phoned the number he gave me and was told they would get back to me. On 30 August I emailed Lennon again, but got no response.
Eventually in the 1st week of September RAM collected the phone
After a week I checked my online account, and the phone was still showing on my records, so I called and spoke to an agent who promised me it would be resolved in 3 working days and gave me my first reference number [protected]. I waited another week and then checked on online account and there was still no change. I have called a few times and spoken to various agents and someone has even called me after I responded to the SMS saying my issue had not be resolved, but nothing has changed. I called last Thursday, 5 October again, and the agent advised that the phone had been returned, she apologised for the mix up and promised it would be resolved by the weekend. That reference number was [protected]. I thanked her, and paid my account which was R551.49 on both the website and the invoice I received. On Sunday, 8 Oct I received an SMS stating that I had short paid my account. On Monday, 9th October I received an SMS thanking me for paying my account, yet when I log on today, it shows that my account is in arrears of R195. It is also showing me that my October account is R7032.09 as you are charging me R6520.80 for Equipment - Balance of Contract! For what phone? The one I sent back to you as it did not work?
10 October I spoke to Frida who apologised for the terrible service, confirmed that my account was not in arrears, gave me another reference number [protected] and assured me it would get fixed and today it is still showing as arrears! Lennon from the vadmin email address (supposed to be an escalation) finally responded to my email and told me that I must contact the accounts department! What should I have to phone anyone else to sort out something that has taken Vodacom more than a month to sort out.
I am at my wits end and do not know what to do. I have no idea what to do anymore and no one helps and even when they say they do, they don't!

I have been receiving emails in regards to one of your customers accounts since 2015! I have tried contacting vodacom directly but considering I live in the united states... I am not going to be paying to call south africa! I have on several attempts tried to reach the company via email to remove my email from this persons account. I should not be receiving someone else's private account information and when they respond they just want more of my personal information! There is no unsubscribe option at all! I do not want these emails any more... This is highly unacceptable and incredibly inconvenient and irritating. I want my email address removed from your customers account/database!

I sent Vodacom multiple emails to multiple email addresses updating business banking details on the 10th April 2017. I completed their form, sent my bank statement, send my letter on a letterhead, sent my ID. As of the 11th October 2017, Vodacom has still not been able to activate my debit order instructions. Today Vodacom decided to suspend my account without notice, due to 'non payment'. Why I ask? They say because the debit order instructions are still not activated on Vodacom's side. How dare Vodacom suspend my account when the incompetency is on Vodacom's side. Every month I call to inquire why the debit has not gone through. Every month I get a different excuse. Every month I pay what's due manually by EFT. Every month I'm told the next debit will go through. Here I am 7 months later, and still again today, Vodacom tell me there's no debit order instruction valid for my account. I have just spoken to Mampale who was introduced to me as being a Supervisor at the business call centre 082111. Mampale has reassured me my services have been removed off suspension, she said they will debit my account with 2 month's due next week Wednesday 18th October, and then on the 25th October, the monthly debit order should operate. I have told Mampale that if the debit order does not go through on the 25th of this month of October 2017, as instructed repeatedly during the past 7 months, I will close my account with Vodacom instantl

I am currently unable to access the *111# menu. I have been trying to phone Vodacom on 111 and I have been cut off for the 4th time now, 3 times yesterday afternoon 10/10/2017 at 16h30 and and again this morning 11/10/2017 at 08h45. In their voice recording they asked you to hold on at the end of the call to rate their level of service but there are no service. Both my data and airtime disappeared. This is the 2nd time this has happened and I'm really getting irritated with this situation. All I wanted was to talk to a consultant, explaining the situation and to hear from them why we are experiencing this problem and how they going to solve it. Apart from the bad service I also get text messages from Vodacom whenever my data is close to run out or has run out and this will happen usually at the early morning hours of the morning when a normal person is supposed to sleep.

I got a new phone from Vodacom 4 U The Glen on 28 September 2017, i spoke with a staff member by the name of Lorenzo, he proceeded to tell me about how much better Huawei is than Samsung and the whole story... the bottom line is that Lorenzo told me that should the screen break, i can go to Huawei and they will fix the phone while i wait or i stand a chance of them replacing the phone... I accidentally dropped my phone on the 1st of October 2017. On the 2nd of October my boyfriend took the phone to Huawei Melrose Arch and they advised that no Huawei fix the phone while you wait and its a 21 day waiting period, the next day my boyfriend then took the phone back to Vodacom and the manager Tebogo advised that he would get my phone checked in asap and will keep me posted. I then applied online for Huawei to come collect the phone for my screen repair as everyday for the past 9 days i phone Tebogo he advises me that they will collect my phone for repair that afternoon or the next morning...
Today is the 10th, i called Huawei and they advised that there is in fact no request for my phone to be collected at all on their systems...
I went to collect my phone today and Lorenzo basically told me that he said "in some cases they replace the phone" but he agreed that he said the screen will be fixed while i wait.

This is not the 1st bad experience i have had with Vodacom and i am disgusted that no action was taken upon Lorenzo as well as the fact that the manager took no action and lied everyday when saying my phone will be collected from the store and fixed...

Can ANYONE at VODACOM help me or take action...

Please understand my frustration, i get a brand new phone and now its being sent away for upto 21 days, besides the 9 days that Vodacom has now wasted.
the screen repair was one of my deciding factors in the purchasing this phone...

When does Vodacom take responsibility for their staff's actions...

I had 5 contracts with Vodacom and i am cancelling each one because of the way i get treated by Vodacom staff.

Its horrifying that they consider themselves service providers!
WHAT SERVICE?

I phoned vodacom on the 9/10/2017 at 15h45 regarding my cell phone that is disconnected.The lady of vodacom ( Mapola) said to me that I am in the rears with my vodacom account. I said to her that I did pay my account on the 25th of September 2017 ( R1000). She said that was not the right amount and that is way my account is suspended.
I try to explain to her that I did not know I was in the areas but she did not gave me a change to talk . Every time I want to speak to her she rudely interrupted me .
I have 2 complaints namely : the way the vodacom lady talk to a client . This is unprofessional and she make me if I am the victim.
The other complain is ... I was not phoned to say I am in the rears. Surely I would have paved the outstanding amount if I knew I was in the rear. I wish my phone to be reactivated for the month of October . I have a business to run . But I promise to pay the outstanding amount as well the amount due for October 2017 .

I have visited your Beacon Bay in East London twice in the last week. Once to make a payment, which I was told that I could not do, and today to perform a sim swap. I was told by the staff there that the entire country's network was down and that they were unable to help me. I have since then phoned the call centre that helped rectify my account and lodged a requested to perform a sim swap.

On the 25th September I got a message that my phone was due for a upgrade. I was pleased and thought it would be nice to update y contact and get a new phone

This is where the nightmare started. The upgrade department was not helpful at all. What a struggle. After 3 days of struggling to get through to them and to find someone to help me I finally get this done with the help of Kgomotse Thema who send me a mail that I can get hold her if there is a problem and apologizes for my experience and promises to resolve everything and offers me 2GIG data free for 24 months to make up for it and a additional 5 GIG a month for the next 3 months

I am happy and glad this finally resolved. Then I get the phones delivered which was a s8 and J5 Prime which are free on the Red Premium Package. This delivery too was a nightmare as I was promised it the next day and then it took a week to get it.

When I received it there was a little booklet in there which I though was just a advert and threw it away

Today I get my bill and I have been billed for that booklet called Top Dog Educational and for the J5 prime phone. When I go on to the Vodacom app on my phone I am being billed another R600 a month for my S8. Is just billing and taking money not called theft? What if I needed that cash or if that billing causes other debit orders to be sent back?

Now comes the inconvenience again. I emailed my contact Kgomotse Thema on the 09/10/2017 to complain and get help with no response. I then emailed again on the morning of the 10/10/2017 and then again in the same afternoon. Still no response. So I call in to complain and get it rectified, only to be told only Upgrades can rectify it and they will log a call which will take 7 to 14 days to resolve. In the meantime I will be billed for all of this

Why is this my problem when they are incompetent and who is paying for my wasted time sorted out their incompetence

Must be nice being a big Corporate like Vodacom that does not have to answer to anyone and can just bill you as they please and resolve it when they feel like it and not worry about your time and the cost there of to correct their incompetence

You cannot speak to anyone that can make a decision and resolve now and keep getting bounced between departments. They don't care if you threaten to leave either as you are so small in the greater scheme of things that if you leave they don't care

So much for Customer Care!

I have had Vodacom contracts for as long as I can remember, I was retrenched from my job in February and had no source of income . I went into a Vodacom outlet to advise and cancelled the debit order . I paid cash every month . When I started the working I re instated the Vodacom debit order and repaid all areas . When I tried to upgrade I was told I cant because my account is in arears . After all the contracts I took out with your company and all the money I spent with you this is how I get treated .

Please ensure that my credit bureau is updated as I have paid up my arears .
I will eventually cancel all contracts with you as they become due for upgrade

I am totally appalled by the pathetic service received from Vodacom, I logged a call on 01 November 2016 regarding the false information received from customer care line 082 111. I provided the full details including the ref numbers, been sending follow up mails ever since I logged the call and nobody bothered to call back or give feedback. Last month I decided to personally take a drive to Vodaworld - Midrand with a hope that the issue will be resolved. I was attended by Pholoso (Technician) I gave him all the details and he promised to revert back within 3 days which he never did. After a week I took my time AGAIN and drove back to Vodaworld customer care on 29 September 2017. I spoke to the same technician who then told me my case was closed and my account handed to the Legal Dept. He called them and requested that I speak with them. I had to spend +1 hour explaining the same thing over and over again. He then promised to revert back within 2/3 days. I have been sending him number of email with no luck. I have never in my dear life dealt with so much NONSENSE! Totally appalling!

As a loyal Vodacom customer for over 10 years, I must say I feel harassed for being called numerous times by Vodacom and VVM Debt Collectors. It all started last week when I received an sms addressed to Mr. X for having an urgent notification. Then I got a call from Vodacom on Friday night (6 October 2017) addressing me as Mr. X. I explained to the lady that I did not know Mr. X and I was definitely not Mrs. X. Although the lady apologized, I received an sms a couple of minutes later still addressing me as Mr. X and telling me that Vodacom has handed over my account to VVM Debt Collectors. On Monday (9 October 2017), I got a missed call from Vodacom. I later got a call from VVM Debt Collectors and I still had to explain that I have been using the number for over 10 years and it never belonged to Mr. X. Vodacom phoned again after 8pm on Monday the 9th and I was already sleeping, so I missed the call.

Does Vodacom not know the number that Mr. X had a contract with? I am on Pre Paid and I do not understand why Vodacom is harassing me like this. Mr. X definitely had a contract with Mr. X, so does Vodacom have no idea of the number that Mr. X was using?

This is so unfair. If you had a contract with Mr. X, why are you making it my problem if you cant get hold of Mr. X.

I hope Vodacom will not block my number. I owe you nothing. I buy my own Airtime.

Please resolve the issue and stop calling me like I owe you something..

Afternoon
I have been a customer for longer than 10 years.I ha e to numbers to be upgraded on 7 and 9 October.
As I want to upgrade online and telephonic.I was not allowed to upgrade to bindle deals.After literally 18 calls I got an answer.I was on old system and therefore I can not benefit for the bundle deal of LG Q 6(which includes accessories)

THIS IS UNACCEPTABLE.If Vodacom does not sort this matter and let me ipgrade for this bundle deal, I will let all know how unfair it is and will for sure cancel all my contracts

okay so, I've always had contracts with Vodacom. I was due for a upgrade in May 2017, so I decided to do it online(looked for an easy option)...anyway I done it and nowhere on the site, it stated it was an open plan contract, until I received the device and my first premium went out as normal, the second month however went sky high and I was really confused as to how this had happened, only to call Vodacom customer "customer care" and be told that my contract is an open plan, so I asked the lady what am I paying for...and she reads out the whole "apparent" list...as frustrated and fuming I was, I kept my cool and spoke to her very calmly, telling her that I need this contract to be prepaid. She then reads out that I have been charged for two devices! like really Vodacom?I mean after all that...debits stopped going out from my account and it automatically became my responsibility to be paying such an amount. The only thing I RECIEVED from Vodacom was invoices that needed to be paid or handed to legal department!...I called in today 09/10/2017 and received such pathetic service once again. I've been pushed around just to find out what's really happening with my account.

I upgraded my 5GB top up data line to a 30GB top up on the 20th of September. After my wifi not working for the last few days, I received an sms that my upgrade has been processed today (9th of October). Needless to say, I did not receive the data I had signed for and according to the consultant that assisted me it is not his problem, according to him I am lucky that he phoned to reopen the deal and he doesn't understand why I am upset as he did do the upgrade now and I am lucky that he arranged to still get it at the initial price that I had signed for 2 weeks ago! I also asked if this is how they respond to all their customers that upgrades they did not process, his response was "yes, all customers that act like children get this treatment". I have more than 10 lines with Vodacom that I will be cancelling very soon!. This is unacceptable

I called today enquiry about my blocked line we have paid still not unblocked I spoke to the agent then asked to speak to the supervisor then he ddnt help me he even hung the call in my ear! I called 09 October 2017 at 08:35am. My line has been blocked from Friday I missed an important meeting all details where on the phone I was stranded couldn't call to get directions to go to my appointment because no one told or ended that the account is in arreears. I am waiting on them to resolve this issue for xolile a supervisor to hang up on a customer is rediculous and disappointing. I will be leaving vodacom because of the rubbish I received from them

On the 2nd of October I received a message stating that I need to pay my account as my line will be blocked, I immediately phoned Vodacom and the consultant advised me that my debit order has been canceled and I need to pay via EFT, I did exactly that and the debit order went off that night. Phoned the next day and was promised a refund of the amount I did the EFT for. This morning when I checked up on the progress I was advised that they won't be paying the full amount as they already took it for the next payment thats due at the end of the month? It was not theirs to take to start off with! I have a set out budget and due to go on Holiday with R3200 less than I started with. Now nobody wants to assist. Canceling all my lines!

I am currently unable to access the *111# menu and both my data and airtime disappeared. This is the 3rd time this has happened and I'm really getting irritated with this situation. R160 worth of airtime and 500mb data is quite a substantial amount to just vanish and please don't tell me that I used it all because I've been using wifi during the time my data just disappeared. I really hope this problem is resolved and I'll be reimbursed because this is totally unacceptable

Hi there Vodacom. I wonder if you could direct me to the correct channel to follow regarding the following:

On Wednesday 20 September I did an upgrade of an existing account and received the new phone which came with the upgrade. By Saturday morning 23 September the phone had restarted numerous times, the OS kept crashing and at a point it wasn't able to get passed the loading logo after one of the automatic restarts of the phone. I immediately took it back to the Cell U City store where I got it in accordance with your 7 day OBF policy. They booked it in and sent it to you for reviewing.

On Friday evening 29 September I got the phone back stating that it just needed a software update. On Saturday morning 30 September I setup the phone again and started using it. By Sunday night, 1 October the phone had rebooted 28 times and various apps including the OS continued to crash intermittently.

On Monday morning 2 October I immediately returned it to Cell U City who took me directly to a Vodacom store around the corner where they then handed the problem over to them. The phone was again booked in and I was told that it again will be looked at and this could take 2-3 days.

On Wednesday 4 October I received a text stating that the phone was received by the advanced repair centre and was being assessed and this could take another 5-7 days. Job number: [protected]

Now my questions / statements are as follows:

1. Why are you not complying with your own warranty policy in relation to OBF which states, and I quote:

"OBF terms and conditions:

i. Items must be returned within 7 (seven) calendar days from the date of purchase that is printed on the official invoice (proof of purchase).

ii. The original invoice (proof of purchase) as received at the point of sale must be supplied.

iii. All devices must be assessed by a Vodacom Repairs technician for any faults reported by the client before being exchanged. This assessment may take up to 7 (seven) calendar days. (Timeframe may be influenced by location, courier delays and/or public holidays).

iv. Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process.

– A software upgrade will be performed free of charge in an attempt to resolve the fault.

– Should this software upgrade fail to resolve the fault, and the device renders faulty within 7 (seven) days of the software upgrade and/or still within a 14 (fourteen) calendar day period from date of purchase/delivery, the device will be approved as an OBF"

Available to view at: http://www.vodacom.co.za/vodacom/terms/device-warranty-terms-and-conditions

2. Of the 16 days thus far, I have had it for 5 and you for 11. Does this mean Vodacom has put my billing for this device on hold and will not be billing me for a device I don't have?

3. Why would you choose to frustrate your clients by sending them from pillar to post?

4. It seems your front end staff are not up to speed with your policies as when I pointed out that I was expecting a replacement of the faulty device based on your own policy, he informed me there is no such thing.

Nevertheless, I would just like the phone to either be replaced or the contract declared null and void, I'll leave the choice up to you, I'm sure it shouldn't require another 7 days for someone to make that decision.

Whatever you do however, please don't have someone phone me to come and collect that same device as I certainly don't want to be rude to anyone. I have lost faith and trust in that particular device and do not believe that it will not repeat it's problems.

Thanking you in advance.

Robert Kimberger

P.S. I do have video clips as well as screenshots of all the errors as they occurred which nobody at Vodacom wanted in order to accompany their review of assessing the fault.