Vodacom
Reviews and Complaints

I have cancelled my contract on the 30 March 2017. And up till today I'm still getting charged by vodacom after phoning in to the cancellation department every month after he first time I cancelled it and still nothing has been done to my request. They have also been charging me for a extra number I've never used before in my life. I'm am absolutely furious about the service provided by vodacom in trying to cancel my contract and I wI'll never open another contract with them ever again and I will tell everyone I know not to so do either, unless they want theIr money to be taken from them every month for no reason.

Contact 1 - (My personal Number)

I actually called to cancel as I saw the phone I wanted cheaper at one of your competing networks. The agent I spoke to offered me a better deal – 10 gigs of data for the first month, 1 gig for the term of my contract and R200 airtime every month. This was perfect and I jumped at the opportunity, the only disappointment was that I did not get the colour I wanted. But I was happy none the less, however when April started I got my 10 gig once of data but not the 1 Gig promised, I didn't make a scene as I had the 10 gigs however in May I didn't received the data either, I called in asking where the data was and I was advised it was never added and that they apologise, so in other words I was lied to in order to take the deal. This was acceptable everyone makes mistakes, but then …

Contact 2 - (My fiancé’s Number)

We upgraded his contract in order to get my mum a new phone as her phone had broken. This was done on the 25th or 26th April with "Olympic", I distinctly asked when it would be delivered as my mother works for a University which had given their staff leave for the Friday. I was reassured the delivery will happen on Friday so she needed to be at work, I sent her the required documents and she waited ALL DAY, at 3:30 she advised nothing had arrived and the security was locking up and she needed to leave by 4PM. I then called in several times, calls were dropped, I was transferred all over the world and eventually told that the delivery will not happen till Tuesday - they offered to increase my mom’s data by 500MB for the term of the contract and I agreed, however disappointed he then
advised he can’t make outbound calls and I needed to call him back on the Tuesday. I called on Tuesday and due to the different call centres I had to call in and drop the call a number of times, as no one from the other locations wanted to help me, instead promised to send the agent an email (I Assume the agent who promised me the extra 500MB did not leave any notes on the account - His name was "Douglas"). I eventually was told this could not be done by one agent, the next one i asked said he would get the Team leader to call me back but did not and then finally I was told there is a technical issue, they will do it when they get permission and then they dropped the line. It was NEVER done! I then called in again on the 3rd and demanded a Team leader help me, this resulted in the agent actually assisting me, after having me on hold for a very very long time she got back to me and said if I call back on the 5th it can be added. I did this about an hour ago and it’s been activated, however I can only use it as of June. Honestly it was more effort than its worth.

Contact 3 - (My Mother In laws Number)

Please note due to your amazing deals and offers I have brought 90% of my family to this network as I’ve been with you for so long and have been proud to promote how amazing service I’ve received.

It was her birthday and we took out her deal, firstly the agent from Elite Mobile told me the there would be no other charges other than the line rental, however I was charged a connection fee which I then had to call in about to get removed. This deal gave me 6 gigs of data once off, Great I loved this again Vodacom amazed me with how much better they are than other networks, She used this data to download games apps etc, she checked when it would expire using the short code and it advised 01/06/2017 so she didn't rush to finish her data but to her surprise the data was gone on the 01/05/2017, I then called in at about 08:00 in the morning and spoke to "Sihle" who told me he would have it escalated and asked me to email him the screen shot to "[protected]@vodacom.co.za .I then called in on the 03/05/2017 for an update just to see what was going on, I got through to a very rude abrupt young lady who was condescending and very unhelpful, she instead wanted to pass the buck to another department (This seems to be the mentality of all your staff) I then demanded a Team leader as this young lady was clearly incompetent. I then spoke to "Ismail" who is very poorly trained, has no people skills and needs to be trained on how to handle irate users. He did not acknowledge me and the issues and after promising to help me, put me on hold for over 20 minutes and then gave the phone to the rude agent to close the call, I obviously gave that call a detractor. I did however receive my ref number this time which is still being looked into [protected]).

Right now I have a very sour taste in my mouth regarding Vodacom and their service, my fiancé, mother and mother in law all feel the same. Is this really what I've signed up for, for the next 2 years. Is this really what you find acceptable in your company? The number of times calls were dropped, transferred and just poorly handled makes me question what is priority to this company, do you even take action against staff that do this? what are you paying them for? Other that pushing up the call queues on calls that could be resolved in one go.

After all of this I got everything resolved and they offered me 10% of my cell phone bill as compensation but when I checked it was not done and when I called to find out what went wrong they have no trace and cant do anything until I confirm who I spoke to at what time and what date.

Ridiculous! who writes everything down... but since that I write down everything date time name surname what ever I can get legally

Morning
A cellphone contract was taken last year in october on my name in East London eastern cape.
I received an sms then contacted vodacom that i did not know anything about that.
Unfortunately the person was already given the phone
imade an affidavit as requested by vodacom.
and submitted it in pretoria where i stay.
vodacom is still deducting that money from me please help
Regards
Ms K L Moeng
id [protected]

Good day, I phoned the 082111 call centre a few minutes ago regarding my data being depleted when my mobile data is switched off and I am connected to Wi-fi, I was transferred to solutions and spoke to Thabiso. After advising him what my concerns were, he logged a call and while I was still busy talking to him explaining my concerns, he sighed quite loudly in my ear. When I addressed him about him sighing while I am busy raising concerns and told him how unprofessional that was, he asked me to continue raising my concerns! Not even an apology. I took down his name and told him that I would be taking the matter further as he is clearly NOT INTERESTED in helping any of your customers, and he said okay!. I waited for him to end the call so that I could rate the service, and he in stead kept me on hold hoping that I would end the call. After he realized that I wasn't going to drop the call until I have rated his service, He then transferred me to the 0821944 Vodacom repairs call centre knowing that they are closed this time of the morning! I am utterly DISGUSTED at this service and my issue is still not resolved. This is supposed to be your customer care line and he is giving the impression that your staff couldn't give a flying fart about any of your customers. I would really appreciate feedback as I myself work in the customer care business and this was NO WAY to treat any customer! Making them feel like you are just burdening them when trying to raise concerns>>>

Goodday

I have cancelled a data contract on 26 October 2016 at 12:30. Account number: I13960655, data number [protected]. I am receiving debt collection letters and sms's to the amount of R777.94 which makes me extremely frustrated. I have been to 3 local vodacom branches to assist me but have been given the numbers to call instead. I am having no luck with the Cancellations Dep number 082 1958 nor the Legal Dep at 082 1905, but managed to speak to someone at the Accounts Dep 0821946. I have also contacted VVM Debt Collectors to enquire, but they referred me back to Vodacom. I would like to request for the recording of my cancellation of this contract whereby i specifically asked about further billing after this date. I wish that I can speak to someone who can give me clear answers about this debt, after listening to my cancellation recording.

Please help.
Lizelle Pienaar

In May some time I changed my bank and had to change all the debit orders. With Vodacom I decided that I will pay the account myself and phoned Vodacom to find out what account number to use and what reference, and also to stop the current debit order. So from end of May I started paying my account via internet banking with the reference number from Vodacom. I started getting messages that my account was in arrears, and similar to onther gentleman complaining about Vodacom I was told the the Vodacom app is wrong and did not work.

I the proceeded to phone Vodacom to resolve this issue. The call center agents are pathetic, some can not speak proper English and the background noise is terrible. Anyway, from post to pillar no one could help me. Then 2 week later my phone line was cut. I spend a week phoning and e-mail POP to their agents - No success. Only then one, only one person asked about the reference number and then I realized it was wrong. I then send more e-mail, now with the correct reference number to them. Still without unblocking my phone. Then only after some serious e-mails I eventually got a message that said my account was paid and up to date. My line was now active until 29 June, it was cur again. After battling for more than 4 days again my line was active. Then on 14 July it was cut again, another few days of phoning and e-mails. I think close to 25 phone calls and 20 e-mails.

They promise to phone you back, only one lady did, the do not respond to e-mails, their call center agents are mostly useless.

As soon as I am able to I will change to another provider. This is pathetic service. Please train your call center personnel.

Then Today: So just a week after spending hours on the phone, e-mailing my proof of payment for the don't know how many times, useless call center agents, some even rude, my phone is off again.

I will get this pathetic automated reply - Today I need to speak to a Manager, apparently according to the supervisor of the call center agents, they are busy and do not take calls. Busy with what. I need service or their will be no service. Today still!

I purchased a phone last week on business contract (Wednesday the 19th July 2017) our account number is NM019650-8. We had had our phone stolen and the only other way to get a new phone was to apply for another line and contract with you even though we are just a couple of months away from upgrading. we went through the process of application and vetting. We received our phones on Thursday afternoon after waiting and waiting and being promised we would get the phones that morning at 8 am. We were told the the two new sims (package contained a Samsung 8+ and a little Samsung A3) would be active within the next 48 hours. today is Tuesday the 25th July and both sims are not active, despite being promise yesterday by the store that they would become active during the course of yesterday. So i phoned into your customer care line, got through to a lady who was very polite and apologetic as to my plight but told me that the sim code that i had given her had not been activated. She could not continue to help me as I needed activations...so I phoned them only to then be told that the sim was not active, in fact it never even registers on the system...so I was given yet another number to phone but I was transferred in the meantime. Again I went through the whole rigmarole as to my situation just to be told that i cant be helped with the activation and that I must rica the sim myself.

I am absolutely beyond blown away by the complete and utter uselessness of not only ALL of the staff and management at your Bayside store but the apparent lack of empathy from your call center. your services do not allow for emergency situations like the one we have just gone through (its a business phone, yes unfortunately not insured but all the time important to our business). you would not allow a premature upgrade regardless of how close we were to an upgrade, so we were forced into a situation that is far from favorable for us. your store was not only useless they were absolutely disgusting in the blatant disregard towards our urgency and need for a phone with working sim card. their blase attitude leaves a very very bitter taste in our mouth...especially since we have been loyal customers for years.

I hope that you address this matter with the urgency it deserves. I very much look forward to hearing from you.

Kindest regards
Sharon
[protected]

I upgraded on 25 Jan 17 to a U Choose Smart S Sim only contract. No phone supplied. The monthly charges remained the same as the previous 2 years, except no phone was supplied. It included 150 minutes airtime per month and 400 MB data plus 400 SMS. On the previous contract the remaining airtime, data and SMS was forfeited after TWO months.
After about 2 months on the new contract I realised that my remaining airtime, data and SMS was forfeited after ONE month.

I enquired at the Centurion Mall Vodacom 4U outlet during March 17 and after that 4 times at the Customer care Centre 082111. Query Ref 1/[protected] Jul 17. The references of the other enquiries is my cell phone number.

On 24 Jul 17 I was by informed by SMS that as per the terms and conditions of SIM only deals, unused minutes, data and SMS are forfeited.

Background information:

When I upgraded I was not informed by the agent of this fact.
Account [protected]-1 dated 14 Jan 17. Agent David 21253/X4U54.

It is not mentioned in the new contract document.

When I enquired at the Vodacom outlet, the consultant mentioned many reasons why the airtime/data/SMS disappeared, but the forfeiture after 1 month was not one of the reasons.

Thereafter I contacted the Customer care Centre:

Consultant 1 could not solve the problem or give a reason for the disappearance of the airtime/data/SMS after 1 month. NO MENTION OF THE FORFEITURE AFTER ONE MONTH.

Consultant 2 Marileen: I held on for three times for her to find an answer. No solution. She requested to phone me back the next day to find a final answer. She did phone back but could not find an answer. NO MENTION OF THE FORFEITURE AFTER ONE MONTH.

On 23 Jul 17 I tried Customer care again:
Megan could not find the problem and referred me to "solutions". Lerato could also not find a solution. I asked her to phone me back in order to verify my balance 30 Jun/1 Jul. She agreed. However she did not phone back. NO MENTION OF THE FORFEITURE AFTER ONE MONTH.

Same day tried again: Lady - did not get her name. Could not find a reason. Referred to "solutions" Thembile. She really tried hard but also no apparent reason for the disappearance of the airtime/data/SMS after one month. She will refer me to "back office". NO MENTION OF THE FORFEITURE AFTER ONE MONTH.

On 24 Jul I received the SMS that unused airtime/data/SMS are forfeited after one month.

My problem is the following:

I was used to the forfeiture after TWO months on my previous contract.

I lost quite a lot of airtime/data/SMS because the forfeiture after ONE month was not brought to my attention.

SEVEN (7) members of Vodacom were not aware of this fact!

I believe airtime/data/SMS should not be forfeited at all! It has been paid for. I consider it as blatant theft.

Hennie le Roux
[protected]

On the 1st of September 2016, a fraudulent upgrade was done in my name by a female that has stolen my identity.

she has used my maiden name and made an ID book for herself with my details (I still have my original ID book with my maiden surname)

After numerous emails and phonecalls, Vodacom has not sorted this out. I even visited the store where she upgraded (details of the upgrade provided by the Vodacom fraud department) and they gave me a copy of the contract she signed and the fraudulent ID copy.

Vodacom is holding me responsible for the account even though they let a fraudulent upgrade pass through their system. My account has been handed over to VVM collection agency, and my ITC record has bee negatively affected as a consequence.

I request that this matter be dealt with urgently

I was phoned and begged to keep my contract with Vodacom after I cancelled it and found a better deal at another service provider. I was promised a better deal and a better service which I am not experiencing at all! I was promised a phone on Friday which I am still waiting for it today being Monday and MIGHT only receive it Tuesday and no one at Vodacom can or want to assist me! I was even asked would I rather want to cancel my contract! I wonder, rather I know the other service provider would have been better because my Boyfriend is with them and he does not have a day problem with them. This is definitely not the best network, rather the worst one and unacceptable!
I am very disappointed, after +-8 years of being a customer I would definitely not recommend Vodacom. The lack of answers, customer care and promise keeping is what frustrates me and disappoints me!

I am definitely not a happy customer.

People I spoke to at Vodacom:
- Thuli
- Pulane

I am highly infuriated with vodacom. I called the call centre earlier on today due to my data roaming being off. Now I had called before I left for Europe to activate my roaming. Which they did, but it only worked in the UK. I specifically said the UK and Europe. I gave the consultant all the countries I would be visiting and she told me yes it was activates. Now that I am in Europe my freaking data does not work. I needed that data to work as I was on a predicament. Now I fully blame vodacom for turning it off or not doing the job properly. I adhered to the f#$ing rules about activating my data before I left. Now that I'm here my data only worked in the UK. When I called the call centre again to activate it. The lady took down my details, put me on hold and dropped the line. The next thing I knew was my roaming was completely turned off! Do you know what the [censor] kind of stress that is to a person travelling! I would like you to activate my ring immediately ensuring my data works. I'm sick of vodacoms [censor]. I will be login a complaint for everyone to see if this isn't done

You dont deserve a star, You deserve the "POO Emoji" SA's so-called best Network is a shame to the very fabric it is printed on. I have on numerous occasions experienced dropped calls by this shameless excuse for a network and even at times when I have engaged with call center staff. The inadequate infrastructure as well incompetently trained call center staff make for an even worse customer experience on the whole. I have been incorrectly billed from my normal data while using the so-called nite data and no resolution in sight after numerous calls. Their latest scam called Meg, my day is also not living up to its expectations. If you open a contract with Vodacom you are entering into the competencies of a government run agency. They never keep to their promises and cause only more grief to the mistakes they constantly make. I will, formally proceed with my complaint to ICASA and withdraw my contract from being upgraded. I am moving on

Dear Vodacom

I received an unsolicited call from your your sales agents for data contract for 5 Gigs of data at R199 per month. And I was informed that the data contract was for my current number and I will receive a router in case I want to connect other devices. I have been waiting to receive this data but I have not received any data on my current number. I called your customer care line this morning and I was transfered from agent to agent. Until I was told that 14 days have passed since receiving the router and data was loaded into a new number (which I did not request). And if I want to cancell this contract I will have to pay a canceletion fee. In future please donot call me for any promotional sales as your agent sold me a products I donot need.

Date of incident : 28th June.

Received 2 Wi Fi routers which we never ordered.

They are deducting money from my account which I never agreed to.

When we called them they told us that we must take it to the nearest Vodacom shop.The agent told us that we must call Vodacom direct, cause they can, t take it in.

They then told us about a 2 week return policy which where never mentioned to us.

Called again in june 2017. A called was logged... Had to give the full history again. After being transferred from agent to agent for over an half hour. Got a helpful agent in the back office. Advised that network department will be calling me in the next 3 working days. Well what a surprise 3 weeks later, still no service. Please can someone call me to cancel my contracts as promised?

Over 10 years of being a client with 6 contracts... I was very upset at how pathetic your service has become. I am ashamed to associate myself with vodacom.

I have had a problem with my account and I am wanting to upgrade or cancel because I have been overcharged.
For weeks now I have been speaking to people at Vodacom and I have been pushed from pillar to post. Still, no resolution.
Everyone keeps passing the buck. I now want to move to another service provider. Your service is shocking.
Emmanuel Zwane phoned me and apologized profusely last week and now he is not responding to my emails.
What is going on?

I did an online upgrade for number [protected] on 17 May 2017 for an Apple iPhone 6 32GB on a Smart L+ for R499/pm and received a confirmation email for this amount. Had endless issues with the delivery. Finally received it on 31 May after numerous escalations within RAM and vodacom.
2 June - I went into the Vodashop Springs where the contract is serviced through to initiate the upgrade and change the ownership from my father to myself. The consultant was extremely rude and had a horrific attitude, her name was Joslyn or something like that. In a very dismissive attitude and tone, she confirmed I had to start using the new phone within 7 days of delivery and that the upgrade would be effective 1 July. Someone like that should not be in customer service industry. She needs serious training. I completed the forms for change of ownership.
I receive absolutely no communication from Vodacom, not even my invoice for June. My father phoned Vodacom and they confirmed that the amount of R550 would be debited for that month and the transfer of ownership will be effective 1 July. I finally receive an invoice on 18 July with an amount of R966.17 and the account was still addressed to my father. He then went to Vodashop Springs to be told that Vodacom online and Vodashop are two separate entities and therefore charge different prices.
I am FURIOUS with this whole damn process, and am tired of dealing with consultants who just give absolute attitude to their customers. In the Vodacom T&Cs, you only mention the R150 connection fee, which even without ever being communicated this, I was aware of this amount. Confirming R499/pm and then all of sudden charging R966/pm without communicating the change or reason goes against the Customer Protection Act and ICASA.
I refuse for these two stupid companies, who are under the same Holding company to make their customers suffer financially due to their internal politics or useless processing system. I cannot believe in this day and age of technology two companies under the same holding company cannot get their systems to talk to each other. I work for a company that has various companies under one Holding company, our systems are integrated so all the business units talk to each other or else we would have these exact complaints from our millions of members and possibly out of business. It is just totally ridiculous and absolute unfair to your customers! Where is Treating your customers fairly in your business. it certainly does not exist.

I refuse to pay the R966/pm. You will resolve this issue and my contract will be as was confirmed in the confirmation email for the upgrade. Sort your internal crap out and don't let it affect your customers.

I upgrade on 4 April 2017 to Smart S+ Top Up. Asked the consultant if data run out will I be able to Top Up on data. She confirms that I will be able to do that. During July I receive a bill of more than R7000-00 because I had an open data line. I tried from the 8th of July 2017 until today to obtain a copy of my contract of the recording. No answer from Vodacom. I never agreed on an open line. Can somebody advise on how can this matter be resolved and who can be contacted seeing that no response is received from Vodacom.

Complained in June 2917 as i was billed R1 345.60 incorrectly billed for April and May on my May Invoice because of my upgrade and not crediting me with the debit order payments already paid for old contract for April and May - so i was charged for old contract and new contract.. Did not get a return call to fix up the mess... and when i responded to the email sent to me got a reply that I had not responded in the 24hour period allowed? I then left it thinking that perhaps Vodacom would correct it on my next invoice - but NO i was billed fully for June payment. I am most unhappy about this! I do not like calling you callcentre as it is frustrating to say the least and took up a whole morning of my time. I am thinking of changing my service provider because of this incident - I would expect that as a faithful longterm customer you would attend to this and credit me with the overcharge... Can I please have a phonecall from you to correct this! my cell no. is [protected] Cheryl Castelein

I have been phoning several times in the past few weeks, and not gettting anyone to cancel the unknown subscriptions where they have to take R6 or R7 a day. I would call and will be promised that it was cancelled. And they send the sms with the nunber to cancel and i keep on telling them that phone cant sent sms to a number with 5 digit. They still cant help with that. The number is useless as it comes back that sms failed. Can anyone assist me with cancelling all the subscriptions on my number. What pisses me off is being cut off while you are frustrated and needs assistance.