Vodacom
Reviews and Complaints

Good Day

I have been using cellsure insurance for a very long time but i have been paying for over 3 years for my s4 mini through my vodacom insurance. I went into 2 months arrears and vodacom cancelled my insurance in January this year. I paid up my arrears and contacted insurance to find out if my insurance can be reinstated and they advised me that vodacom can reinstate it as they cancelled it. I called vodacom account and they advised me that my insurance is active. I went to Vodacom Brookside Mall and they advised me that my insurance is still active as well as Liberty Mall vodacom customer care.I have been having endless problems with my vodacom account where they are allocating the wrong airtime in the wrong sim card as i have 3 sim cards on my contract and the reason i visited vodacom was because i did not recieve my airtime allocation in the primary number which is [protected] but there was airtime allocated to the other 2 numbers.

I am not sure why there is a complete mix up with the different departments in vodacom where i get different stories from everyone.

I lost my phone and insurance now is refusing to put my claim through because vodacom did not reinstate it but assured me that my insurance is active.

To whom it may concern:

I purchased a new sim card for my new phone as the old sim card is stuck in the old phone. I wanted my sim duplicated so that if a need to use the old phone again I have the option as the card is jammed in it permanently ( iphone4) . My tel. no is [protected].

This process was started Friday 12th May – it is now Thursday 25 May and I am still unable to use my new phone.

I Have been calling both the vodacom shop I purchased the sim from and paid for the duplication as well as the different Vodacom help lines and - e-mailed.

It is shockingly pathetic the way the shop instructs me to call Vodacom who in turn instructs me to call the Voda shop as both vehemently denies being able to help me and that it is the others responsibility!

Your automated e-mail response says it will get back to me in 24 hours, How about no response in over a week.

The number of man hours I have wasted in getting this sorted out is horrific! Is there any body at Vodacom with even minor common sense that can help me?

Regards

Richard
Ref EC-0CO5-21QNKG &

003S~SCR4

I call vodacom three weeks ago about my problem with my two sim cards not going to the internet and they says I must go to vodashop.I go to vodashop at
Newcastle Mall.

And another guy take my ID and my numbers he told everything will be fine after an hour until today still same says SORRY ACCESS DIENED I have calling vodacom call centre no help.Today I go back to Vodacom shop in Newcastle Mall I show the gentleman whats the problem and he call vodacom after that he say I must switch my phones and remove sim card for 15 mins and until now doing same if I dial *111# to go to Services it shows me PARENTAL CONTROL FOR CHILD IS ALREADY ACTIVATED. both numbers [protected] and [protected]

I have been to vodashop twice already I do not want to go there anymore vodacom they must deactivate parental control to my numbers or I must change the network because it means that vodacom is not training their stuff I m driving more than 26km to go to vodashop

On Wednesday, 17 May 2017 I applied for a new contract at Vodacom by converting from pay as you go to contract.

During my application, I was advised that my approval needed to go through a "vetting" process. This "vetting' process has now been taking a full week, and I still don't have a contract. According to the Vodacom shop, the vetting process is sitting with Head Office, and they can't alter or approve anything from their side.

I would really appreciate feedback from Vodacom on why this process is taking so long. This is the first time, taking out a contract with Vodacom that I need to wait this long. I have given a 24 hour ultimatum to the Vodacom Tygervally Shop, Cape Town to resolve this issue, otherwise I will cancel my request, issue a HelloPeter letter and take my business to MTN.

Please contact me if you need any further details at [protected].

Regards,

Elton Olivier
elton.[protected]@gmail.com

I am gravely disappointed in your way of business conduct, I was offered WiFi by a call centre agent who explained to me it would be free because I use a lot of airtime once I run out data. But now I was shocked to learn that I have to pay a monthly prescription of R218.17 and now I was debited R486.47. I have decided to return the WiFi because I will not have funds for it on a monthly basis. Please provide me with details as to how I can send it back.

Yesterday 22/05/2017, I purchased a data bundle at 14:51 from my bank via internet banking using my PC and my WiFi. A couple of minutes later, I received an sms saying you have less than 24MB of data immediately followed by another 1 saying you have less than 10MB of data. The only apps I had on cellular data were Contacts, Gmail and Watsapp. My ph was however using WiFi anyway. I immediately called vodacom customer care. The advisor said she would call me back since my ph activity would take an hour to show on the system. When she called back she said that I had cellular data activity on my ph for 9 minutes. I explained the apps that were open for cellular data use but that in any case I was using my WiFi at home at the time. She simply said that Vodacom's system was showing that I was using my cellular data. So, i suppose that is that and the customer will remain the liar because Vodacom's system says so. In my opinion they are no worse than common thieves since this is not the first time that this has happened to me, and from what I have been reading on other forums, Is happening to thousands of other Vodacom customers. I have been a loyal Vodacom customer for years but I think its time for me to move on.

Good day, I am feed up with vodacom. From the 25 April 2017 my account was debited when I asked their consultant to change my debit order to the 25. The debit was bounced I am now having to take a charge of R25 on bank charges and a penalty fee from vodacom of R100 and no one actually phones you back to give you feedback as to what the solution is goin to be. It is now over a month and nothing has been resolved. I am highly disappointed with vodacom and their so called customer service. Even the merchant doesn't get back to me.

On the 27th April 2017 a fraudulent upgrade was generated on my cell account, it is the second case in the period of 12 months. Consultants have asked me to send documents to start the investigation and since then I have never received any call or correspondence mail to give me feedback about my case. Documents were sent to the following email addresses: [protected]@bytes.co.za; [protected]@vodacom.co.za . Soon after that there was a debit on my account, and that on its own indicate that no one is attending to my case. Reference Quote# [protected] and cell-number is # [protected]

I got a contract phone at Vodacom for a Hawaii P8. My phone is a year and two months old.
Almost a month ago my Wi-Fi just stop working. It doesn’t pick up any Wi-Fi doesn’t matter where I am.
I look up on the internet and there was a lot of people complaining about their Wi-Fi that just stop working and how can they fix it.
I took my phone in at Vodacom Tygervalley and three days later I got a message saying, the repair cost will be R3670.58
I phone them back and spoke to a lady. She said it is because of water damage. I told her my phone wasn’t near water, I can promise you that.
She said it can be of steam or heat. I don’t cook with my phone for steam to come inside my phone and how is heat my fault.

I can buy a brand new phone, exactly the same, for far less of the amount they are charging me to get my phone repaired.
My phone is still on a contract and still far from 2years old. I feel it is still Vodacom responsible to help a customer and have it fix.
It’s not my fault my WIFI is not working, it is fault Hawaii made with the phone and I feel it is Vodacoms responsibility to fix my phone because Vodacom are selling the phone.
They want to give people a service but they can’t even look after their customers.

I have been purchasing data for my daughter's cell phone but the data vanishes almost immediately after the purchase. I can't throw any more good money after bad and I'm struggling to get a reasonable answer from Vodacom (other than "try switch to 3G instead"). Apparently, there is a dedicated phone option for those who's data is "mysteriously disappearing" . They failed to help us though

Good day, I am writing to express my severe dissatisfaction in Vodacom. On Saturday, whilst at a stop street in Kyalami; I received a Vodacom pamphlet from a Vodacom representative advertising for the new iPhone 7, as well the Samsung S8. The pamphlet clearly states the Red Select + package at R649 per mnth, for the 128gb red iPhone, as well as the offer is limited to the Vodacom shops in Mall of africa, as well as Woodmead retail park, valid till 31 May 2017. I decided to go straight to the Mall of africa to sign up for the advertised deal. The staff were well aware of the package; however I was unable to sign up immediately, as I still needed to port from my current service provider. The sales consultant took down my details adding to a list in her notebook already populated and confirmed that she would order me a phone, and that the moment my number was converted to prepaid, I should come in and sign up. I converted my number at 8am this morning (as the service provider cancellations department is closed on the weekend). I also gathered the relevant information, bank statements etc. I then drove to the Mall of africa after work, to sign up and collect my phone. To my dissatisfaction, upon getting there, I was advised by the Vodacom store consultant that Vodacom had apparently misprinted these pamphlets and that they will not be honouring the deal. I find this completely unacceptable, as this is a misrepresentation and I demand the deal be honoured, as I plan on taking this matter further.. As per the South African Consumer Protection Act, No. 68 of 2008, signed on 24 April 2009, the purpose of which is to protect the interests of all consumers. I refer to 'Right to fair and honest dealing' and 'the right to protection against false, misleading or deceptive representations'. Vodacom is not permitted to provide, deceptive or misleading representations regarding services and products! A Vodacom representative needs to contact me immediately.

To Whom it may concern

I upgraded on the 8th of May 2017 and they did send me the wrong parcel.

Ram did collect the wrong parcel and You received it back.

Im a still waiting for my upgraded phone as we are going into week 3 now!

The nr in question is [protected]

You need to resolve this issue today or cancel my contract.

I can’t go on with this service I have been a loyal customer at Vodacom for over 10yers.

My name is Tanja Juries [protected] Id [protected] wants to complaint regarding poor service at Vodacom Table View. I recently cancelled an contract [protected] when upgrade was due, to find out the contract was not cancelled. I am being paying for months for a contract that suppose to be cancelled. What pathetic service. Please I want my money back. On top of all I recently upgrade my phone online. Received my phone a week later to find out the phone was faulty. I cancelled the upgrade due to no communication after a week. Please advise I have a few contracts that is still due this year. I will gladly cancel them all. I am highly irate regarding the poor service.

Gerda Botha - [protected]

I have always been an Autopage customer. Then it appears last year sometime you took over Autopage. I have not received any statements, can not log in anywhere or know when the phone is due for upgrade. The phone's debit order payment goes off monthly from my bank account.

I phoned Vodacom customer care to help me find out what is going on on my account. They cant find me on the system. Then I speak to somebody else. They say I had an account in 2009 which was deleted due to non-payment! I HAVE NEVER HAD A PREVIOUS VODACOM ACCOUNT BEFORE! You only took over Autopage last year then!?! I get cut off or transferred back to switchboard. Your service is pathetic to say the least!

My query is on my Autopage contract phone [protected]. Please check this and send my details and statement to gerdabotha.[protected]@gmail.com

Thank You.
Gerda Botha

Hi,

I work for a very popular financial institution and have contacted our Vodacom liaison namely Monique Carstens to activate my cellphone number ([protected]) for sponsored billing so that the company I work for can contribute to my Vodacom account. The necessary forms were submitted in Nov/Dec 2016 and this still hasn't been done - 6 months down the line! Initially Monique responded that I'm not a Vodacom customer, which I surely am as I am on a Vodacom contract and have emailed my statements to her. Since then I have struggled to get a response from her regarding activating my account for sponsored billing. This is costing me a LOT of money which could have been sponsored by my company. I am EXTREMELY frustrated and don't know how else to escalate this. I have emailed her plenty of times (and have the history of all emails), but she is not coming back to me with a solution as to why this activation hasn't been done yet. If I knew this was going to happen I wouldn't have taken the contract with Vodacom as I specifically did it to make use of the sponsored billing through the company I work for.

Good day

A call was placed to my number from [protected] a few minutes ago.I was in a meeting and a colleague answered my phone.She advised me that the consultant that called was extremely rude to her and suggested that she was lying and not a colleague but actually me who had answered the call then just put down the phone when she asked if there was a message or a number I could return the call on.I also work in a customer service environment and this that this service is shocking as the consultant implied that I was a liar when I was in fact in a meeting and not available.

Good day,

I am writing this email with a heavy heart as I am extremely disappointed in Vodacom.

On Monday 10 April 2017 a fraudulent sim swop was done on my name for cell phone number [protected]. My son is using this number and he got an sms confirming sim swop, but by the time we realised what was happening it was too late.

The person who had done the sim swop got in contact with my son’s wife requesting that she do an ewallet deposit to his number [protected]. As she thought it was her husband smsing her, she did the transfer. Only after the person requested a second amount and her not getting hold of my son on his cell phone did she notice something was wrong.

We got the number cancelled and my son had to go in and do a sim swop again, as his current sim card had obviously been cancelled.
I gave him a letter confirming that I authorise the sim swop and that the contract was in my name. I also gave him proof of address and a copy of my ID.

What worries me is that the staff at Vodacom had no interest in the documents my son took with him and he saw for himself how easy it is to do a sim swop.

Now because of the fact that it is so easy, we have lost work time, we have lost money and we have lost our trust in you as a service provider.

Please note the following:
1. It should not be so easy to do a sim swop, especially if a person is on a contract.
2. There should be security measures in place that protect your customers from this.
3. You were not protecting me or my information as a Vodacom customer.
4. When we phoned Vodacom to report the sim fraud, we were told that I would be contacted and I was never contacted back, therefore I do not have a reference number for reporting the fraud.
5. I do not know what expenses where made on this contract during the time the number was in use of the fraud.

We have contacted the bank and they gave us all the details of where the money was withdrawn etc.

Please find attached hereto all the required documents:
1. Copy of my daughter in laws certified affidavit
2. Copies of my daughter in laws certified ID’s (Maiden name and current Surname)
3. Copy of the smses that were sent between her and sons number
4. Copy of my daughter in laws certified bank statement which shows that the money was transferred (still in her maiden name)
5. The sms I received about the sim swop
6. Details of the ATM where the money was withdrawn
7. Copy if my ID (since the contract is in my name)

We have emailed the Spar where the money was withdrawn and requested camera footage to be sent to us.

Please also note that my son’s new sim card has still not been activated and this is his business phone. We have contacted Vodacom numerous times and every time we get a different number that we should phone. He is losing business while his phone is not working.

Now I request that you do an investigation regarding this fraudulent sim swop and let me know how are you going to rectify this with me as a customer of yours.

Trust you find this email in order.

Regards

On 18 April we received the following email from Lesley Abels([protected]@vodacom.co.za)

"Good day

We apologise for not responding to your posting timeously and thank you for your patience.

We require the following information in order to investigate the matter:

- Visit the nearest Police Station and obtain an affidavit stating that you did not open the contract with Vodacom, or never applied for a new or add-on line (Fraudulent number needs to be clearly stated).
- Copy of bank statement obtained at the bank teller (NB: Internet bank statements are not accepted as this will cause delays when a refund has to be processed).
- Certified copy of ID and 3 signatures

You may email the above mentioned information to me personally, by attaching to the reply email.

Thank you for your endless patience with this query and we apologise most profusely for any inconvenience that we may have caused.

Regards

Lesley Abels
Senior Consultant"

After getting all the relevant documentation together we sent an email to Lesley and got a read receipt:

Your message

To: ECC CLO
Cc: [protected]@joluka.co.za
Subject: RE: EC-0CLB-1EU6EQ Hellopeter
Sent: [protected]:19 PM

was read on [protected]:23 PM.

On the 4th of May i sent an email again and yet again got a read receipt:

Your message

To: ECC CLO
Cc: [protected]@joluka.co.za
Subject: EC-0CLB-1EU6EQ Hellopeter
Sent: [protected]:10 AM

was read on [protected]:11 AM.

I sent an email again on 10 May and surprise surprise got a read receipt:

I also sent an email again on the 16th of May. None of the emails have been answered, we have not been contacted regarding this matter and I find this very unprofessional and unacceptable.

Your urgent response to our emails should be a top priority at this stage, since you have not shown any interest with assisting us.

Vodacom Account S4723008.5 for Cell Numbers [protected] & [protected] refers

I am a loyal Vodacom customer for more than 20 years and I am very unhappy with the new contract dated 26 January 2017, I'm so sorry I ever approached Vodacom again.

Reason being I did not receive the contract Vodacom advertised in December 2016 and January 2017. What I asked for is not what I got, I am very disgusted at Vodacom Customer service. I spend hours every month trying to sort out the problem but have been transferred from pillar to post and the account is currently in a big mess.

My Cell phone contract's expired February 2016. I was on talk uChoose flexi 55. I contacted your upgrade in January 2017 requesting the same uChoose flexi 55 and as advertised R39.00 for both cell phones, no new devises I kept the old devises. The person who help me said no problem and she mentioned that because of our age both the devices qualify for a free 250gig data per month. I was delighted until I saw the first bill.

The R39.00 never appeared on the statement for both
numbers and an extra 2GB UChoose more Data was charged on cell number [protected]. WHY? I have never requested the 2GB UChoose data. As a pensioner I can not afford such a luxury. I am 84 years old and don't use internet at all, I have no use for intenet.

The charges on Cell number [protected] is acceptable so I expect [protected] to read the same, pleeease.

When I phoned regarding the extra charge I was informed the lady made a mistake and it will be rectified. The latest bill dated 1 April 2017 show a once off charge for Migration Fee. Why charge me for a Vodacom mistake. This is totally wrong I CAN NOT BE HELD RESPONSIBLE . I NEVER ASKED FOR A MIGRATION. What is a migration?

The Internet charges which I paid for a couple of months by debit order I expect to be credited or reimbursed for accordingly.

I plan to stop the debit order, but will pay you on the 2nd of every month via my bank. In future please forward my statement to the following email address [protected]@gmail.com

I always thought Vodacom to be the best cell phone provider but your call centre's is definitely not up to standard.

Your assistance in this matter would be appreciated and I'm looking forward to hear from you soon.

Mr M J Grobler

I keep getting calls from debt collection agents saying that I owe vodacom money since 2016. The number they are talking about was my number more than 4 years ago of which I paid up the contract and cancelled. Thereafter the number was allocated to another lady - which I phoned on that number and the contract has been in her name for the past 3 years. After my final installment I never received any accounts which means according to me that the contract was indeed cancelled, plus the fact that the number was allocated to someone else 3 years ago.

I wonder how wonderful vodacoms' service is if this is the case. How difficult can it be to pick up the phone and phone the person that the number belongs to and update your systems?

I use Telkom, MTN and Cell C, Vodacom was cancelled because of ### service - the internet connection was crap, the reception was crap, the service is crap. Which I do not experience with any of the other networks

This is the number that this query is about: [protected], And FYI, how do you bill an account without sending out an invoice monthly? And to someone that does not own that number?

I expect this to be corrected ASAP.

worst customer experience, called the store, dealt with Nadia and comfirmed stock of sony xperia xa ultra, went to the store, signed the papers and was given a sony xperia xa. Upon querying, she tried to assure me that it was an ultra when it was not. Proved the phone was not an ultra, then was offered a samsung a7 for R289 which we agreed to. waiting for stock to arrive and didnt get a call back for 3 days. I called the store to find out what was going on and she informed me that they cannot offer me that deal anymore. I complained about the bad service and she started to get very rude. she has totally damaged my opinion of vodacom. I will be changing networks soon.