Vodacom
Reviews and Complaints

Dear sirs,
Last Wednesday, September 6, I arrived in Cape Town in an international flight and bought the two following products:
PROMO MY GIG1 30 DAYS -- for which I paid R149, 00
NPPS VOD R110 VOUCHER ---- for which I paid R110, 00
The Vodacom shop is located at the International arrival of the airport, at the same place were travellers pick up luggages.
The products are assigned to Cell # [protected].
Since after 24 hours, exceeding so much the "some minutes" they should take effect upon inserting thr SIM card, I could check the availability of 1GB, but not the cell data, supposed to be 60 minutes!
I called vodacom and the person to whom I talked simply told me that in fact I had 1GB, but no 60 minutes to make calls! She further added that she couldn't do nothing!
After this unacceptable answer I went to a Vodacom Shop (at V &A De Waterkant) and complained with the attendant about the problem. She make a copy of the receipt of my purchase, sent an e-mail to some "proper division of your company" and told me that I would get an answer in 48 hours. Well, this abusive time has passed and so far I got no answer. The 60 minutes of call time for which I promptly paid remains unreleases in my phone.
I hope this complaint results in some effect, considering that my losses for being unable to make cell phone calls in this country due someone's responsibility have been significant.

On Sunday 3 September I signed for a new contract to be loaded onto my existing line for my mother. All paper work done and signed a contract for X value. The porting of the line was requested from MTN and approved. A SIM card to the value of R1 was sold to us with the instruction that when the MTN line stops working the new Vodafone sim needs to be inserted and then my mom needs to make her way to shop to collect the actual handset as per the contract signed. On Tuesday night the MTN line stopped working and my mom went to Vodacom on Wednesday morning for assistance in swopping the sim which was done but still in the old handset. Due to time constraints it was agreed that she will return on Friday (today). Today she she returned to collect the handset and for Vodacom to assist her with data transfer the breach in contract occured. I was informed that due to the change in specials which occurred yesterday I now have to Y rand more per month. My mom had to take the phone as signed for on the higher price. I spoke to Willie the consultant and the assistant manager Sanchan. Sanchan expressed his view that my mom was. It in the shop on Wednesday but on Thursday hence he will not approve the old price which I signed for last week Sunday. In my view this is breach of contract and me as the consumer should not be held liable for the additional cost. I am agriefed with the fact that a manager was not willing to assist and claims laid that the communication gap is between me and my mom on the day she was physically at the shop. In addition to the above they provided my mom with the incorrect SIM card and the matter has still not been resolved.

I have bought 1Gig of data on 6 September 2017 and on the 8th of September 2017 im out of data...how is that possible? a Gig that used to last me the whole month now i manage to use all of it in 2 days? This is ridiculous i didnt even dowload anything. This is total rip off from Vodacom definately stealing my data...I thought Vodacom was better than MTN but i see i was wrong you all the same always looking for ways to rip your customers off by stealing our data...please assist in sorting this out my nr [protected]

- 16 August 2017(Thursday) - I went to Vodashop-Centurion Lake to upgrade my cellophane and chose a Samsung Galaxy S7 with a uChoose Flexi 200 contract.
I used the phone for the next few days but the problem was that the phone dropped the wi-fi all the time. I then tried my son's P9 Huawei with the same wi-fi in exactly the same place at the same time. The Huawei worked perfectly while the Samsung could not even open one app.
- 21 August 2017(Monday) - As stated in the Vodacom contract I returned the phone within 7 calendar days . I spoke to a lady (Ingrid, they said she is the manager) and I told her that I would like to return the Samsung and I would rather swoop it for a Huawei. She told me that she can not do it, the phone must be assessed and that they will contact me in 7 days.
- 28 August 2017 - They phoned me and told me I must come and get my phone, there is nothing wrong with it.
I went to the Vodashop and asked to speak to the manager (this time someone else called Kosta. I told him that I have my own business and I need a reliable phone. He told me that they will send my request through to head office and will phone me back on Thursday, 31 August.
- 31 August 2017 - Kosta never phoned.
- 1 September 2017 I phoned Kosta. He said that he will look into the matter and asked me which phone I would like to have. I told him a P10 Huwaei, he told me that Ingrid will phone me on Monday so that I can fetch my phone. I asked him if he is talking about the Samsung or the Huawei and he said the Huawei.
- 4 September 2017 (Monday) - Ingrid never phoned.
- 5 September 2017 - My secretary phoned. They told her they don't have an answer and that they will phone on Thursday.
- 7 September 2017 - Nobody from Vodaphone calls as promised.
- 8 September 2017 - My secretary phones Kosta. This time he can't remember who she and what she is talking about. He said I should have brought my phone in, in seven days. She told him the whole story and he told her he can do nothing about it.
My secretary told him that their customer care is very bad and he said she must contact head office to complain.
I have had three contracts (for myself, my mother and my son) for years. My bills are paid, I have never complained before but when I need service they refuse.

-

I am totally and utterly disgusted at the level of service I am receiving from VODACOM. Since my upgrade in September 2016 I have had endless problems.
1. With the upgrade I received an additional FREE SIM CARD (supposedly free of charge) however they have been billing me for this every month
2. On enquiry I was told to go back to the store and take it up with them -(to which I answered I most certainly will not as this was the offering in the Vodacom Booklet sent from HO to all stores)
3. Every month its the same battle trying to get this sorted even though I still paid the Invoice amount in full
4 So eventually on the 26th of July I called again :-( and spoke to a lady (Thembagazi) who upon checking my account confirmed with me that not only was I paying more than my actual Invoice, Vodacom was still charging me the additional R55.00 a month for the Free Sim Card and I explained the situation again to which she then gave me a reference no and did the recon and confirmed with me that I should only pay an amount of R77.00 for the month of August and the accounts dept will pass the credit and my account within 14 days- last nite after discovering my phone is soft locked I have been trying to get it resolved!yes you guessed it -I CANNOT SEEM TO GET ANYWHERE WITH VODACOM- THE ANSWERS I GET IS YOUR ACCOUNT IS IN ARREARS PLEASE MAKE IMMEDIATE PAYMENT - BUT WE SEE ON THE SYSTEM THAT THERE IS A CREDIT DUE TO YOU.!
I have also just paid an amount of R420.00 ON THE 28th of August.
Can somebody that is actually clued up on the service please HELP

Reply

To whom it may concern,

On Monday the 4th of September I had purchased 250 MB of data, only to be smsed Tuesday the 5th September stating that I have run out of data.
I do not understand how three or four days worth of data could have just disappeared after one night! I have already at that point activated my application restriction settings as well as my data saving mode.
When speaking to the woman from customer care she was unable to help me and rather directed me to a Vodacom store of which is 55 km away!
I would like some clarification on where my data is going to, I am a highly dissatisfied customer! If you cannot give me clarification on where my data is going and you cannot reimburse me the data which has been stolen then I would like a refund on all the years of spending thousands on this network only to be treated with this discourteous behavior!

Last August was the last month of my contract with Vodacom and for that month I was charged R1200+ which I was told that my contract was uncapped, I then asked how can it be that for 23months of the contract it was never uncapped and the amount was reversed. Vodacom didn't cancel my contract last August and continued billing me whereas I had called to cancel my contract and I called almost every week and I wasn't never assited. The have now sent my account to the lawyers and my numbers have been blocked, the bill is almost R5000 that I have to pay for something I never agreed on.

My airtime was not put into my account
I got told that other online services took my airtime which I did not subscribe to, my phone was in for repairs for 2 months I could not have used my phone now I have no airtime.

only thing I'm suppose to have on was the look4me nothing else

the service when I called was bad, they threatened me to put the phone down with out resolving my problem and they would not send me proof of statement of when I was downloading online services as they said.

Vodacom is useless .

On Monday I tried to order a tablet for my husband for his birthday that is on Sunday online but I never received the OTP so I requested a call back. On Tuesday I was contacted and applied for the new contract and it was approved. I was told that I would receive an SMS with a reference and a call to arrange delivery. I told the Lady that I am only in Bloemfontein for this week and I would like delivery before Friday. On the website they promise next day delivery. It is now end of Thursday and I have NOT received an SMS or a call and I don't know when or where my order will be delivered! And my husband will have his birthday with NO present!

Hi i have been calling costumer care about my problem for more than a month and i have not been helped yet. I have been purchasing 20minutes any network using my vodacom app and it keep on taking my money but its not activated and it seems when i call costumer care and tell them about this issue they cant seem to pick it up i amde screen shots of the purchase step my step as proof but your email is not working its been four times now i have purchased via the app coz its no longer offers me on my ussd string please sort out of this issue and reemberse me my money back time and drama you put me thru

Vodacom continuously migrates me to a higher package without my consent or request and then on 2 occasions they have the audacity to debit me for the migration fee. Every time I speak to a consultant which is never the same person they always promise to call back with some sort of feedback and they never do. I must be the one always calling and following up. The consultants have closed my request without it being resolved and now a new one has been opened which takes another life time. I just want my funds returned to my personal account as soon as possible so that I can cancel my contract with Vodacom. I have been dealing with this shenanigans since April this year. Earlier
I sent a complaint to the complaints email address and once again... No feedback from Vodacom.

Good day
I have just gotten off the phone with a supervisor at your call Centre after 2.5 hours of on and off calls. I am utterly disappointed in Vodacom and will not recommend it to anyone!

At 12pm today I received an SMS confirming a 1GB data bundle had been purchased. At 12:10pm my balance was R0 and I had not even used the internet.

I called your call Centre only to be told they cannot see the problem and are waiting for the system to update, they said they'd call back at 1pm.

At 1:10pm I still hadn't received a call back and called the Centre again, the operator said she would get back to me now she was just on another line.

At 1:32pm I still had no feedback and called again only to be helped by a rather useless man who spoke too fast and was not clear at all. While on this call your operator finally called me back. She said she can see that the 1GB was purchased but on her side she cannot see where the data was used. She continued to say that the purchase wasn't successful - even though I received an SMS stating it was and got very rude when I expressed my frustration after 2 hours of getting nowhere! After her rant I requested to speak to a supervisor who solved the problem in a matter of minutes and only refunded the exact amount of data that was lost, no compensation for your mistake or my time wasted with your helpless operators.

Your supervisor also wasn't the most friendly under the sun.

Bottom of the line, I should not have had to wait 2 hours for YOU to rectify YOUR mistake. Also, I believe some compensation for your error and wasting my time was in order but completely ignored.

I am utterly disappointed as this exact scenario has happened to me 3 times before and now I have had enough of it. I will be changing service providers the second I get the chance.

A very disappointed and outraged customer,
Santana
[protected]

On the 30th July 2017 we contacted Vodacom dialing 111 and informed them we want to upgrade from Smart S to RED MORE DATA (10GB) on 2 of our contracts. This was apparently done.

We were informed by the Vodacom Store at Clearwater Mall and by this lady call centre agent that we will get our rugby jerseys when we migrate and upgrade to the RED MORE DATA packages as it is a promotion that they are currently running. We were also given pamphlets on this promotion.

On the 1 August 2017 we found out via the Vodacom App on our phones that the 2 numbers were actually upgraded to RED VIP and not RED MORE DATA (10GB).

Spoke to a gentlman by the name of Mdzalama at Vodacom call centre who assured us that this will be sorted out and it was a mistake on Vodacom's side, as they listened to the calls of the 30th July 2017 and our instructions and we will not be charged as it will be sorted out by the 9th August 2017.

9 August 2017, spoke to Mdzalama again and his Manager by the name of Michael who informed us "sorry we can only migrate you back to RED MORE DATA (10GB) on 1 September 2017 and that there was nothing they could do to assist us before this date.

They informed us that we would be charged for the RED MORE DATA (10GB) packages which is R999.99 per month and not for the RED VIP packages.

I had to call again on the 28th August 2017 and asked if they can assure us that the RED VIP amounts which is R1700 would not be going off / charged to our account.

We then spoke to a gentlman by the name of SK Sibiya who assisted us and credits were passed and we were on the right packages RED MORE DATA only from 1 September 2017 but still on a RED package.

They have indeed credited our account and we paid for the correct packages end of August 2017.

My problem is: We have contacted Rugby Retail by email on [protected]@rugbyretail.co.za on the 30th July 2017 and asked them as to what procedure to take to get our jerseys. We got an email from them on the same date stating that the first debit order first has to go through in order for them to send our jerseys.

When I sent them an email on the 1st September 2017 and asked them when will we receive our rugby jerseys as the debit order went through on the 31st August 2o17.

They came back to me and said:

" Good Day,
Please be advised that these two numbers do not qualify for a rugby jersey as, The migration date was active from the 31st of August and the campaign had already ended on the 7th of August instore.
The consultants that offered you a jersey need to deal with this at their end. Apologies for the misunderstanding.
Regards, "

We did the instruction on the 30th July 2017 and was on the RED packages on the 1st August 2017 even though on the wrong RED package: RED VIP instead of RED MORE DATA (10GB).

I have then called Vodacom and spoke to Kabelo Molusi on the 5th September 2017 who can be contacted at kabelo.[protected]@bytes.co.za
He requested that I send him an email and also which rugby jerseys we would like and he will resolve the matter for me. I did send him an email yesterday...informing him of the history of this matter.

Up until today I have not heard from Vodacom or Kabelo Molusi with regard to my two rugby jerseys and when I will be getting them.

This is very poor service from Vodacom and from Rugby Retail.

We paid R5700.00 end of August 2017 for our contracts and they debit our account no matter what but when it comes to customer service they are pathetic.

I have no words. Just that I am extremely disappointed in Vodacom and Rugby Retail.

Anelle van Heerden
[protected]

Ec-0cwe-27tku2 cancellation - [protected]
This contract was taken out with autopage, which was taken over by vodacom. Vodacom had no history on autopage clients!
All I had was the reference on the debit order "vodacom [protected] na149055".
Vodacom took years to tell me what this debit order was for.
Found out that it had come up for renewal in 2010. Nothing was done and debit orders continued @ r800 /month.
Once we found out what it was it was also discovered that it was not/had not been used for years!
Cancellation was requested and still billed for 1 months notice!

Hi, I was told by die Vodacom consultant that to be a RED customer you get perks and and and.. I have 2 prolems. Well, my story is, I've upgraded to a so called RED package on 18 August but the contract only took effect on 01 September which I totally understand. On the package I've upgraded to I was suppose to get the following extra: (Problem nr 1)

1. Super Rugby Jersey
2. 6 Months free Deezer subscription
3. 2GB extra DATA per month for 3 months.

Well, I just got number 3. It's the 6th already and I've phoned Vodacom customer services and the branch where I've upgraded and everyone is telling me to phone the other one. Nobody seems able or want to assist me.

I will really appreciate it if somebody who knows what's going on at Vodacom please tell how to get my extras (nr 1 & 2) (which I'm actually paying for in the long run).

Problem Nr 2: Since Upgrading my email account ([protected]@vodamail.co.za) doesn't work anymore. I received an SMS from Vodacom saying the service has been suspended. Again I"ve phoned Vodacom and they explained that it's because of the migration and will be rectified the next day. I'm still waiting. They've reset my password and nobody is able to help me. I'm using that email a lot on a daily basis and all the recruitment agencies contact me on this email which I'm not able to use for a week now. The customer services gave me two reference numbers but I need this sorted out ASAP and can't wait 7 days for somebody to contact me.
Reference: 1_[protected] (Extras)
Reference: 1_[protected] (Email)

If this is how you tread your so called "RED" customers I don't know how you treat your prepaid customers.

Your urgent response is highly appreciated.

Marie Nolan
[protected]

I wanted to cancel my contract in May after my 2 year contract expired, but the Vodacom call centre agent convinced me to rather migrate to another package and offered a very good price for same, which offer I accepted.

When I received my statement in June I noted that they charged a double amount. After about a week of calling and many queries later they corrected the account. I subsequently requested the recording of the telephone call regarding the migration to my current package, specifically with regards to the monthly fee as agreed upon between myself and the Vodacom agent (the oral contract). I would like to confirm the agreed amount, as I am quite sure it is not the amount I am currently billed for.

To date I have not received the recording nor any feedback regarding same from Vodacom.

I contacted customer services today to query debit order amount that was debited on my account 01.09.2017.
I was advised that my March 2017 bill was outstanding so Vodacom just debited my account again without checking before debiting a 2nd time.
However Vodacom did debit my account 01.03.2017 for March 2017 and have not allocated the payment. I have confirmation from my bank statements.
When I tried to sort this out with a consultant they just sent me a statement of my account without resolving the matter.
Shocking customer service

I am a Vodacom customer for 2 years, and after my current contract came to an end i decided to upgrade the account. I called Vodacom and placed an upgrade order on 31 August, after which Vodacom had advised that I would receive my order by 4 Sep. I called Vodacom on 5 Sep enquiring why my order has not been delivered as yet and they have advised that the order has not yet been confirmed by their online department. It is ridiculous to conceive that in the digital era that we are in that Vodacom is unable to even confirm an order within 6 days. Takealot would have offered a next day delivery. If you dont mind your mobile service provider operating 20 years behind everyone else, then Vodacom should be your provider of choice...they do poor service well.

On the 25th August at 16:54 my husband phoned 0821958 to cancel a Data Contract with number 071xxxxx At NO stage during that conversation, was any other number mentioned than the 071 Data contract that needs to be cancelled. Incorrectly, the Vodacom agent cancelled my cellphone contract. My Ref number I-[protected]. No correction from Vodacom's side yet. In a follow-up call I has been told that they won't take action before 3 working days. It then, normally takes 7 working days. In the meantime, I cannot make any calls, and send any sms... not even in cases of emergency..

Is this how Vodacom cares about their customers?

Firstly I have only had this device since 26 May 2017. And it's been longer with your offices than it's been in my possession.
The device fell and screen and LCD cracked. I took it in for repairs on the 17 July 2017 Reference #[protected].
At the time I was able to make and receive calls even with the screen that was cracked, I even made calls to the Vodacom Shop in Pickbell Arcade from the device to arrange for the repair and the speakers and microphones was fully operational.

I collected the phone on the 31st July 2017; only to realise that I cannot be heard or if sound did go through the static was severe. And Vodacom was notified on the 5 August 2017 of the faults picked up post repairs and handed in on the 14th August 2017.

Your technicians have to date replaced the LCD, screen, speakers and microphones, and now your replacing the main board as well.
You are replacing all the essential parts of the device that will inevitably give more problems due to the fact that it's a jigsaw puzzle of parts.
I cannot accept a device were everything has been replaced.

I did not appreciate the condescending tone of the email sent from the branch manager Sunset Strydom, whereby I was told the that "by replacing the main board we are basically replacing the unit" and then telling the Technician to "make sure it's working fine"

Clearly there is enough grounds for the guarantee and for a replacement NEW device to be supplied.

I will accept nothing but a NEW device.

Regards,
Rubena