Vodacom
Reviews and Complaints

I requested an upgrade - downgrading from an expensive contract to a cheaper one- in March 2017, and I received the new phone however, this change was not effected in the monthly bill. I continued to be charged at the rate of the previous more expensive rate. Part of the upgrade was a promise of 10Gig once off data. Both these commit ments were not fulfilled despite numerous calls to the call centre - each time the call lasted close to an hour and promise made that all has been resolved. To my horror, none of this has been resolved. I then went in to a walk in shop, they committed to submit the issues to vodacom, on one occasion I sat for 3 hours, and nothing was resolved. Instead, the next morning I woke up to a phone with no data, no airtime and even call identify removed. I also recently bought a mobile wifi unit from the same walk in shop on the 29th June and when I arrived home, the device worked for a few hours and later reported that we had exhausted the data and we should wait till the 1st July for new allocation. The 1st came and no data was allocated. On the 3rd July I went back to the store and found that they had cancelled the wifi contract without notifying me or explain ing reasons for the cancellation. I had to spend petrol money to discover that vofacom cancelled the contract with no regard for me as a customer. This is noe the 4th month of dealing with vodacom nightmare of being overcharged on my monthly contract, unfulfilled promise for data, extreme data costs and now a wifi unit which gets cancelled without notification. I have called Vodacom repeatedly with no success and Im now at my wit ends with Vodacom s shocking customer treatment and disregard.

To who it may concern.

I would like to lodge a formal complaint.

Please note I have been a loyal Vodacom contract holder for the last 18 years. (Never once missed a monthly payment or made a late payment)
I obtained a caterpillar phone S30 from Vodacom, that phone was in for repairs 3 times since I upgraded in December 2016, combined period of time in for repairs +- 54 days.
They gave me a S40 on 2017-06-17 and this phone is also doing the same thing
• Reboots by itself
• Changes the ring tone by itself
• Contacts disappear by itself

Clearly this CAT phones are not up to standard. (I don’t want this brand of phone anymore it is costing me money and not working)
I am an Auditor of profession and this phone is causing me to lose business.(This is like a policeman with a broken gun)
I have spoken to a bunch of people and all of them are going to investigate and come back to me...but nothing is happening.
It is not that I have a spare phone to use in the meantime...!
I have lost trust in this phone each time it reboots periodically, I have to insert the pin code and by then I have missed phone calls.
Each time I get the phone back I have to get additional data to reinstall the apps. (It is costing me money) & (I have to drop the phone of and collect each time, my vehicle my petrol)

Today I travelled 54km to Vodaworld, was send from the repair shop to the Vodacom shop backwards and forwards waiting in queues, 4 hours later I was told to go back to Westgate and do a phone exchange, travelling another 64km to Westgate.
I need this issue resolved; I cannot accept this poor customer service, with inferior products.
Phone is currently at Westgate Vodacare

Is this the thanks Vodacom is giving a customer for 18 years of loyalty?

JJA Viljoen
[protected]

Beware that vodacom steals your money in the form of content services that is billed to your cellphone contract. I was billed r200 the first time (For something I never signed up for in the first place). After querying it and requesting its immediate cancellation, I was charged r320 in the subsequent month. Now i'm cancelling my contract becos paying the premature cancellation fee is still cheaper than paying every month for something that I never agreed to. The thing is that vodacom sells wasp (Content services) to companies, so they make money from those companies, then they bill u for it, and make money from your cellphone contract for the content services and when u query it with vodacom, they claim no responsibility for it, cannot help in any way but they allow it to be invoiced to your contract. I'm currently on a drive to inform all consumers about this but if u don't believe me, there are a number of complaints from other ppl experiencing the same problem, go google it or visit 'hello peter'

I have logged an Upgrade request with Vodacom upgrades department on Sunday 2nd of July. I was promised an Confirmation of that request Mon end of day, that did not happen. So I went to a Vodashop and did my upgrade Manley and received my device and new simcard. But now I had to do a simswap, because the new phone uyses a different simcard. Unable to proceed with that because the upgrade request was still active on my account from Vodacom Upgrades department. Spoke to Vodacom upgrades department, perhaps 5 different people, and each 1 told me that they cant help me cause they cant cancell the request on their system. a Call must be logged with their upgrade bacjoffice to cancel the request, and that will take 7 days! I am using this number for Buzzeness and for 3 days allready I have no access to the Vodacom network, because the request that was logged within 5 min when the prospect of making money was possable, but will take a week to be cancelled because Vodacom got such fantastick service support?

Hi! I got a message that my 50MB has run out(08:38 today) that I bought I bought a few days ago I think I bought it before the 30th but now when I check my balance for my monthly 500mb is zero how is that possible when I had data before the 30th or the first when am supposed to be recharged
cell number [protected]
Name Nathaniel
email [protected]@yahoo.com

Ref [protected] & ref [protected] - my phone number is: [protected] - sharon nell

I use to be on a red package advance. When I upgrade with grant at your westgate store in december he was drunk and did not care what he do. I wanted to have a package that I pay less on. (At not r999 anymore). He offered me a package of r600.00 (I did not care what time minutes I got, I just at least wanted to have 1gb data a month).

In january 2017 I was billed for almost r800.00 (250 minutes & 500 mb data). I need to buy at least r300-00 additional data to get through the month, which brings my account to r1100.00 for myself. Bearing in mind that I have 5 contracts with vodacom. This is a rip off! I phoned numerous times, reference numbers etc., but it seems if nobody cared. I had to wait 3 months to have this package migrated. Up to now nothing has happed. Your vodacare referred me back to westgate, where chris said he can offer me r379.00 (1 gb data and 600 minutes call time - top up). This would have kicked in effectively 1 july 2017.

Still i'm having 250 mins, 500 mb data for r800.00 - when will this be sorted?

I give vodacom time to fix this mess of a package by not later than the 7th of july 2017 where after I will take this to the ombudsman, and hello pieter. I think I was patient enough up to now. (Thereafter I will advise all my friends not to deal with vodacom, and I will move all my packages from you!)

Another thing I don't understand is:
1. Every time your transfer me to another call I have to go through the whole verification process.. Surely if you done it once, you do know who you are talking to
2. Why in today's life will you offer you clients (Go and see on your records since when...) sms's as part of an upgrade package? Even if you do competitions, you can't use that sms's, as you need to pay for those kind of sms's.

Regards

Sharon nell

Rudzani,

I am again truly disappointed in the service received from a private company. This can be expected from government institutions but due to a variety of cellular phone providers in our country, clients have options, and the only thing that separates the one from the other is service.

As I have explained to you Vodacom’s cancellations department have cancelled the wrong contract. From Saturday not one of your departments nor yourself who I contacted early in the morning have been able to resolve the issue and have now prejudiced me.

On the 26th June I had paid monies for the two remaining contracts for the month of July 2017, and Vodacom gladly took the money but cancelled the contract putting my phone to pre-paid.

You then advised me there was money outstanding as the contract was not cancelled and you said to sort within the day so I can upgrade I must pay an additional R125. Unethical because you and your department did not have the time to attend to this query correctly.

You then advised this will be refunded to me.

I then trusted you and tried the whole evening to upgrade my packages without success as you and the staff members of Vodacom have lied and cheated and exploit your customers.

You now owe me not only the R400 for the contract already paid but the additional R125 as well. You have lied and I trusted your company.

Your company have also made me miss out on the upgrade options and no one is able to transfer my phone back to the contract as it is on pre-paid as it shows cancelled. You advised it will be quicker for me to phone as you do not have time to attend to this query, absolutely shocking as I again foolishly took your advice and word which has again proven to be a big mistake and no assistance.

I am disgusted!

Good day, a contract account has been opened in my name which I called Vodacom on 21 June 2017 & a call was apparently logged with the fraud team. I was advised that the account was locked & no further transactions will go through yet you still continue to debit my account and your "customer service" team is not forthcoming. I called this morning again on 3 July 2017 however nothing was done on the call that was logged. Can you please contact me on [protected] to sort this out.

In February 2017 Vodacom deducted from my account 180K for a R149.00R per month contract.I call them the very next day explaining that i will proceed with legal action should this not be resolved the very same day.The money was reversed and a finds of fraud on that account was detected.The fraud department contacted me with a case number and a investigation to be followed with feedback.4 to 5 months after no contact from fraud department i get a letter of final demand and handover for the same payments .
I tried calling the fraud department in Vodacom, no one seems interested just rings and rings.I contacted the Subscriber Collections Department, there say i must contact the fraud department again because on the system it shows fraud but there cant assist.
He gave me a case number [protected]

Paid up account June 2015 as premature settlement owing just over R1000
Amount paid R2500-was over R1000 over the actual amount required
Refund claimed, emails sent and no response no refund
Account never closed by Vodacom
18months later (November 2016) a new amount charged to me of over R600 - I have no idea where this amount was charged from
This amount eventually handed to legal department and listed at the bureau
Collections contacted me
Vodacom still has this account opened with this amount of over R600 and after countless contact with Vodacom no one is able to close this account
No one is able to assist
My credit score negative due to being listed by Vodacom

Wow ok...
So, 2 days after laying my complaint with hellopeter(29 June 2017 as user "Moseni2"), in true Vodacom style- no response, no call, no sms, no email.
Next thing i see this morning is R232.44 deducted from my account.
No call, no email, no nothing. No confirmation with me the account holder. No nothing. Just the deduction.

Six months after they stopped debiting my account for R55 a month, after we had to make cash payments of over R70 each-today they deduct R232.
No breakdown given to me, no statement, no alert- no nothing. My bank account is in arrears as we speak due to this unknown deduction this morning

Im reversing the transaction. Its unlawful. You did not contact me before you made this deduction-after 6 months of non-deductions.
I called your call centre today- no resolution.

I'll try your complaints board an SpeakoutSabc- hoping someone will at least listen.

Thanks

Please refer to hellopeter.com for user Moseni2 for more detailed information of my complaints dating back to 2016.

Still no resolution by Vodacom. Just arrogance and bullying.

Me an my husband visit's the vodacom outlet for assistant's with the change of ownership, thirst visit on the 20-05-2017 we spend 2hours with a consultant who did not know how to do the transfer on her own her name is Tee-tee she ask an other consultant to help and he explained the process to her, after we filled in the nessesary documents she than fax it and locked a call speaking to person, she informed us that we can call after 48 hours to check on the transfer. We called customer care still the contract is on my husband's name the change never took place? then the consultant who handling our call tell me the transfer were cancelled on the same day that we applied for it we ask by who they couldn't tell us. On the following week we went back and ask them what's going on we complained about our transfer not done the supervisor of the store said she will try to help I give her my copies of the previous application for the transfer she locked a call speaking to consultant then she faxed the transfer documents till today 30_06_2017 still no transfer is been done I am dissipointed in vodacom services .

Megan Kemp at Vodacom upgrade department assisted in migrating my account, with effective date 01 July 2017. Nobody informed me that my services will be suspended on the 30th June. No airtime, no data, nothing. 8 hours of phone calls to Vodacom and many promises to call back, but nobody calls back. Megan Kemp and his supervisors promise to call back, but they all lie. So i lost an entire day, where i needed to make urgent calls, and this caused massive inconvenience. I would recommend this type of service to nobody. I will gladly take this matter to the ombudsman, Icasa, and as much portals of social media as possible.

I never was this angry or frustrated with Vodacom

I upgraded on the 25th of May 2017, no stock available
(They didn't tell me that, in fact they phoned me the 26nd of May to tell me I will receive my phone the next day - after I phoned them a few time they told me OH NO STOCK)!

Now 5weeks later they've been telling me the whole week that my phone will be delivered the next day
Gave me my Waybill no everything
Just to phone RAM to find out that my waybill no doesn't exist on their side
Phoned them back, oh no RAM will collect that evening

Same story for a whole week!

I've been a Vodacom customer for 20years, NEVER have I received this such bad unprofessional service from them

Promised they will investigate and phone me back, just to hear NOTHING from them

I have been phoning Vodacom every second day for 5 weeks!

With such bad service and NO upgrade as yet, I really wonder if I must still be a Vodacom customer!

This is ridiculous

I took out a contract with Vodacom in the beginning of March 2017 and when I received the phone I was not happy so I sent back the phone within the 7 day period. There after Vodacom replaced the phone with another phone of my choice. Since the upgrade the 1st phone that I sent back to Vodacom is still being debited from my bank account with the insurance this means I have been paying a double debit order since March I have logged a complaint but each time I call the retentions team they keep on telling me that the matter has been sent to the correct department and it is under investigation and that a refund will be done and the debit order amount will be corrected but to date 30 June 2017 nothing has been corrected Vodacom double debited my account again. This is ridicules and so frustrating.

Purchased a huawei p10 lite 19th june 2017 online and the agent was ricardo... Excellent service cos I was purchasing a product
I requested to keep my existing number which was prepaid and he said not a problem
The phone arrived 22nd june... I went into vodacom, greenacres in port elizabeth so they could do the sim swap. I said please before you do anything, I have 1000 talking points which I would like to convert and get another cellphone. The agent said "sorry you don't have any points" according to this gentleman, the online agent, ricardo, should have told me that I would lose the talking points. I said there and then, please cancel the deal. He said I had to contact the agent
Monday 26th june 2017 spoke to richardo, he was going into a meeting he would phone me back shortly
Tuesday 27th june 2017 no word from him told he wasn't in would only be back after 11am
I was then sent from pillar to post... Shahista said I could speak to ricardos manager, cougan which I did. Not a problem mam, I will get back to you shortly... Its the 30th june today and he still hasn't had the deceny to call me
29th june 2017 spoke to ricardo again... He said I must phone cancellations as they don't handle cancellations
I duly phoned cancellations who now tell me I have to pay a cancellation fee... No ways!
Such crap service I have experienced...
The lady in cancellations said that it was up to the online agent ricardo to cancel my purchase and arrange for collection.
Again, as you can see... Past from pillar to post

I have a new phone which I am not able to use
I have been debited r296.00 for a service I do not have
I have "lost 1000 points" which I have earned... Paid for

To say I am disgusted with vodacoms service is an understatement

I have had bad service with vodacom in the past... This time I am taking it further. I am not prepared to lose 1000 points

I have spoken to ricardo... I said with that 1000 points I wanted to purchase another phone to which I am entitled to

I told him I wouldn't cancel the contract if they were prepared to give me another phone

I have within 7 - 14 days in which to cancel this contract and still I have had no joy

I look forward to a speedy reply please

Thanks and regards

Cathy marsh
[protected]

Urgent!
Hi my contract is with vodacom and my debit order went of from my standard bank account. I opened a account at capitec and the woman chenged my debit order to them. I phoned vodacom several times to change it back to standard bank because my salary is still going to standard bank an according to the lady I spoke to my detail was changed back but the debit order is still not going of and there is penaltys of r100 every month that I want u toe take of for me please. I am paying my installment cash now and want u to re-instate my debit order and make sure that it goes through every month. My no is [protected] and send me a email if this penaltys is of. The agent said that I mus only pay my installment but I dont want any problems just that my account will be sorted out.

Thank you
Barend stephan havenga

I understand that there is sim swap fraud that is making serious rounds in our country. Its aimed to victimize us customers- breaching security of your sevices that customers are paying to use. However, your security measures must not rely on feeding innocent customers lies and confusing information. If you feel your question and affidavit verification system is not adequate- please invest on equiping your stsff with fingerprints scanners. That way your staff won't have to detain innocent customers through lies that the system is complicated whilst simply buying time. Because eventually some of your customers will eventually realise even if post their experience (like me)- that your system seem to assume all sim swapping customers criminals until proven by unnecessary lengthy time spent verifying-I gave you an excellent service rating for what seemed like your staff was making an effort to help me- but after reviewing ny experience i reverse my service rating to poor service. Please use finger print scanner and Rica to improve your service. Banks are using it- It's costly but worth it. Looking back to my experience I feel vindicated to consider porting to another network. Mandisi Mrwebi

I've noticed recently how my airtime is being constantly used up in a very quick manner. I have just loaded R24 vodacom airtime onto my phone and was going to covert it into data and it wouldn't let me. I've looked at my airtime balance and it's sitting on R11 already and this is almost always happening to me and I'm getting sick of it now. Constantly having to reload airtime just to get robbed of my money and I've been a loyal customer to vodacom for more than 8 years now.