Vodacom
Reviews and Complaints

Good day

I called the Vodacom call center on 082 111 and held on for 20 mins before I was directed to an assistant named Steve. This individual was the most rude and arrogant customer services person I have ever spoken to you. He was not helpful, he couldn't even access my account. He called me a liar and accused me of feeding him incorrect information which is why he could not access my account. His incompetence and use of basic English astounded me. I asked to speak to his manager and he abruptly cut the call on me. I later called back and spoke Khaye and he cut the call on me as well. After several attempts, I eventually got hold of Zama in Solutions and she assisted me. In total I spent 01:48 hrs the line with Vodacom, either holding on, being transferred or being called a liar. Vodacom, if all your calls are recorded, I insist you take a long hard evaluation of your employees and make some drastic changes. I understand that you will always have a high call volume and us waiting on the line is an unfortunate necessity, but at least have a friendly and willing assistant when we hear life on the other side of the telephone!

I live in Howick. My wife and I are both on Vodacom. Recently we have been plagued by messages "call ended" immediately after dialling a number. Frequently the is a logo which says "no service". Often we have signal but when we phone there is a message "the number you have dialled is not available on the network" when we know it is. In short, we have very poor service in Howick. Our next door neighbours, also on Vodacom, report similar trouble. I have reported this long ago and was told there was a technical problem and the matter would be escalated but no improvement has occurred. I would like to send photos of lists of calls which have been "cancelled" but I can't email you as your service is down.

Email us
Hello,

The ‘Email us’ service is currently unavailable.

Need help? Please call Customer Care on 082 111, FREE from a Vodacom cellphone.

I first called vodacom on the 7th of April 2017 to request that i can change my pagakage to a smart M plus.

This is going on for a whole month .Overtime I spoke to an agent over the phone I get a different answer, nodal knows what they are doing in the call center.

I have been with Vodacom for nearly 20 years and the service that i have been recieving now is less than 0.

Please can someone high up call me ASAP.

I am complaining about Vodacom's service and lack of trained staff and terrible system. Last month I have wasted my time being send from one department to another after I have requested to end my contract immediately that I could port my nr. Instead the deactivated my nr. And I was stuck without a working phone without the ability to port my nr. I was send to various departments that could not understand why my phone was deactivated and then after 2 weeks I got my phone activated only to find out that I can still not port my nr. I then paid my contract fee in advance to see if that could help that I can port my nr. No! Did not work. Then after calling retention center AGAIN(probably the 15th time). And having to explain my story again to yet another new person. I was told that I can only be put on prepaid at the end of the month so that my nr can be ported. I gave up and waited to the end of the month. It is now the 3rd and I can still not port my nr. Now today I have to call retention center AGAIN. Explain my story to yet another new person. ### What a wast of time. Surely Vodacom should have as system were you keep track of when customers call in and what there quarries are and and at least put priority on costumer that phone in multi-pal times and make them speak to the same people to avoid them from having to explain there stories over and over and over and over again.

I am living on a farm on the Soutpansberg for 15 years. In our area there is more than 25 people with vodacom contracts. I have contacted bonganivia email and his secretary pulani has promised to send out a technician to attend to the lack of reception in our are for more than 4 months now. NOTHING happens and still no service, reception or vodacom. Luckily I am due for an upgrade and I am seriously considering migration to cell C. for they have good reception and even a backup generator at their tower to keep teir customers connected during power outage.

Vodacom is not the best service provider they are the worst by far!

I am fuming at the level of customer service or let me say lack of customer service vodacom has shown.My phone is locked "vodafone protect"and requires a pin, which i do not have and vodacom is unable to provide me with one, the most craziest solution to all this according to them is for them to reset my phone, causing me to lose all the data i have on my phone.

Firstly i have never requested this service, it came with the phone, as part of the vodacom package yet i have to be extremely inconvenienced by this, why cant vodacom not have a pin to assist it's client at a time like this, i get the service is discontinued but why should the customers suffer, i need a solution to this and how on earth do i backup my data if i cant even access it?I have called the call center, i went to the vodashop but they all proved to be useless.

I requested my mobile number be ported when taking out a new contract with Vodacom Late November 2016. The handset and sim card was delivered, and following the instructions conveyed when taking out the new contract was the port would take between 5 and 7 days. after going into the Greenstone branch to query how much longer it would take to activate the port, as Vodacom is an Information technology company. that afternoon the number was active, but it was not the number that was need to be ported. Calling the call centre on the Monday, I was told there was a mistake and that a new sim card would be sent and the number ported to the new card. this happened and the assumption made that all was good and fine. the first debit order went of my account and the amount was more than the contract value, and one make the assumptions that this was all of the additional charges. The following month the account was billed again, and that was when I picked up that I was double billed. Calling Vodacom and speaking to a consultant, I was told there was a fraud on the account, they consultant cancelled the debit order to prevent the double billing happening on my account. Come March and the Feb debit order did not get paid, then Vodacom started sending sms and making automated calls advising that my account was in arrears. the whole time the account is still being double billed. To resolve the issue, I drove to Vodaworld (Vodacom HQ) to get the problem dealt with, and spending a good part of my day there, to be told that it would take 14 days to resolve the issue. Now Vodacom are treating the customer like a delinquent debtor and blocking my account, when they have not done what they said they would do.

when you send the people you dealt with emails for an update on the queries, nothing, no one even responds. So you have to start the thread from scratch. never mind all the expenses of calls, fuel and time to get nowhere again.

How easy can we make dealing with your queries is not a motto that is seminomas with the people at Vodacom.

Who does one need to stick a fire under someone's *%^$# to get anybody to fix the problem on Vodacom side.

Today, 2 may 2017 - almost 1 year and i am still waiting for a refund!

I will forward another email as well where i sent bank details as well!

From: [protected]@live.co.za
To: dca.[protected]@vodacom.co.za
Subject: fw: ec-04nh-2kroz1 re: re: account paid up
Date: tue, 26 jan 2016 16:47:03 +0200

Good day,

Thank you for your enquiry via email.

Please be advised we need your id copy and proof of bank account for refund.

Once we receive the documents we will refund you.

Regards,

Criton muridili
Collections: legal administrator
Mobile: 082 1946
Email:legal.[protected]@vodacom.co.za
Address: vodacom service park, 1st floor
082 vodacom boulevard, midrand 1685
Www.vodacom.co.za

From: [protected]@live.co.za
To: [protected]@vodacom.co.za
Subject: re: ec-04nh-2kroz1 re: re: account paid up
Date: mon, 25 jan 2016 16:06:20 +0200

Good day

Please find letter attached as well as id attached.

Kind regards
Riaan

Date: mon, 25 jan 2016 15:21:09 +0200
From: [protected]@vodacom.co.za
To: [protected]@live.co.za
Subject: re: ec-04nh-2kroz1 re: re: account paid up

Hi riaan,

Kindly note there is no document attached in this communication.

The written requisition must in a letter form accompanied by the copy of id.

The process taken 3-7 working days.

Regards,

Nkululeko a vilakazi

Legal collections department.

Please help! still no reply and i have submitted everything. is this how vodacom does business?

From: dca collections
Sent: 25 january 2016 09:36 am
To: [protected]@live.co.za
Subject: ec-04nh-2kroz1 re: account paid up

Good day

Thank you for your email communication received. your reference number is ec-04nh-2kroz1.

We endeavor to resolve all email queries within 3 working days. our office hours are from 8am to 5pm, mondays to fridays (excluding public holidays). requests and calls are processed during these hours only.

To follow up on your request please reply to us by quoting your reference number in the email subject line, or contact us on 082 1905.

Kind regards
Vodacom legal dca collections team

-----original message-----
From:riaan rabe;
To:pam phaahla;dca.[protected]@vodacom.co.za;
Cc:
Subject:re: account paid up

Good day
Please advise how the over payment will be reversed. my email address has always been the same for contact information. please advise.
Kind regardsriaan

From: pam.[protected]@sterdebt.co.za
To: dca.[protected]@vodacom.co.za
Cc: [protected]@live.co.za
Subject: fw: account paid up
Date: mon, 25 jan 2016 08:38:31 +0200

Good morning please note that we received instructions from your office to close this matter on 01/04/2015 as you had regarded the matter as “paid in full”. we closed this matter on the above date, however, customer continued making payments into our trust account. all the amounts we received have been paid over to your office. unfortunately we were unsuccessful in contacting the customer to stop making payments. please be so kind as to assist with customer’s below request & we will draft a paid in full letter from our side. regardsmiss pam phaahlahuman resources tel: 011-224-8574fax: 086-602-7258sterling debt recoveries (pty) ltdcompany registration no:98/17819/07 vatno: 4670181082registered with the council for debt collectors reg no: 0000549/03 from: riaan rabe [mailto:[protected]@live.co.za]
Sent: 25 january 2016 08:33 am
To: pam phaahla
Subject: re: account paid up good day please advise if i have overpaid on the account. i am sure i likely overpaid. do you have a statement for this? kind regardsriaanfrom: pam.[protected]@sterdebt.co.za
To: [protected]@live.co.za
Cc: [censored]ree.[protected]@sterdebt.co.za
Subject: re: account paid up
Date: mon, 25 jan 2016 08:06:49 +0200good day sir our ref: 846977 indeed the account is settled. [censored]ree please be so kind as to draft a paid in full letter for above customer. regardsmiss pam phaahlahuman resources tel: 011-224-8574fax: 086-602-7258sterling debt recoveries (pty) ltdcompany registration no:98/17819/07 vatno: 4670181082registered with the council for debt collectors reg no: 0000549/03 from: riaan rabe [mailto:[protected]@live.co.za]
Sent: 25 january 2016 08:06 am
To: pam phaahla
Subject: re: account paid up id number: 7212235233081from: pam.[protected]@sterdebt.co.za
To: [protected]@live.co.za
Subject: fw: account paid up
Date: mon, 25 jan 2016 07:55:33 +0200good morning please provide us with your reference number, id number or account number to enable us to assist with your below email. regardsmiss pam phaahlahuman resources tel: 011-224-8574fax: 086-602-7258sterling debt recoveries (pty) ltdcompany registration no:98/17819/07 vatno: 4670181082registered with the council for debt collectors reg no: 0000549/03 from: riaan rabe [mailto:[protected]@live.co.za]
Sent: 24 january 2016 21:59
To: [protected]@iafrica.com
Subject: account paid up hi. i need to know what the balance of my debt is and cannot access the webpage. i do not want to pay for information on my account. i believe that it is paid up and likely i have been overpaying on this account. please advise urgently. riaan

November Vodacom double charged me of which they also charged me for an unauthorised eft.I launched a dispute in January at the Vodacom store. In February I was credited for the unauthorised eft and the dispute was resolved without any communication about the November double charges so I launched another dispute. I haven't received any feedback yet with regards to the matter. Another dispute was launched again at the same Vodacom shop where the area manager was included in the email. I've been to the shop twice now and every time I'm told the manager will get back to me... Can I please get feedback on the matter

I am disgusted at the abuse and advantage Vodacom is taking on a loyal customer like myself.
Not only was I never informed that I had reached my cap I was charged R1203 out-of-bundle data. I purchased a data bundle and have now received an SMS that I have used out-of-bundle data to the value of R1501. Not only do I expect an apology I expect a credit for this amount.
In addition I AUTHORISE you (as I cant get hold of your call centre without holding on for an eternity and cannot to this on your dismal app) to IMMEDIATELY implement a soft cap on data on all my lines. I never instructed Vodacom to lift this so I don't know why you unilaterally did this. I expect s confirmation today!

I did not upgrade my contract with Vodacom and was told to rica my sim to be able to use the same number, which I did, I queried why by my second last month of the contract I did not receive my data and was informed they would send me 2 months data this month (being my last month) I have called and queried many many times and now at month end I am told they cannot find anything on their systems.I am amazed how convenient this is.Their customer care agents also need a lot more training as they do not address their customers in a correct manner.I am soooooooo mad they should not call me back today...

After a month spent on the phone, hours and hours with your customer care line and repeating myself 40 times a day to the next consultant a dispute is logged. Finally! But once again the terrible service was displayed this morning when my debit order was deducted, one time, but with a penalty fee! My patience with this company is running out. No I have to contact them again to rectify their mistake for yet another month. Vodacom just lost a household due to bad service and incompetent people trying to assist and transferring you 7 times in a 2 hour phone call. If there is a page for Vodacom complaints, you know you are doing something wrong.

Since the beginning of the year vodacom has been messing up on the in app purchases portion as they are dropping the ball. I was using the service perfectly fine as a payment method now it's telling me I'm not eligible for the billing option. Spent quite some time on the phone to Google and hours on forums on ways to get this sorted. One moment the service worked the next it's down. Being one of the two options in South Africa offering this service and failing age long customers they should train better costumer care operator on understanding the direct carrier billing system!

ON 10 April Idid an application with vodacom for two voda smarttabs 10inch - next day I was advise that I was approved (this was also mentioned when the cons in store spoke to your aquisitions dept) but they needed to refer it so I could get the two tabs...review done and they said I needed to submit letter to clarify me showing on experian..this was done as my name is clear...then I was told by your store (again mentioned in the conversation of you cons and head office) that they need to review it...review done..please also check the timeline as this happened on Saturday 22 April (12days already!) then on monday "oh sorry i cannot process new applications today"...Tuesday O the reviewer said I can get only one tab on a flexi 200 package which I agreed to..when the cons try to process this she couldd complete(this now wedenesday 26 April)..and later that evening when phoning vodacom..now all of a skielik it is declined from the start? I can go on and on and on...you are the worst cell company and I will be taking my/my husband's contract with the five existing devices elsewhere...have been loyal for far too long

I received a call from accounts department on the 26 April 2017, telling me that I'm behind with my account. I told them that I returned the phone long ago as soon as I discovered that I don't like it. Today I receive another call from Vodacom, I told the lady that I cancelled this contract and she agreed that she can see that from her screen but I need to contact cancellation department to process everything then they can clear my account & name.I spoke to Webster from cancellation & he was very suprised as he confirmed that he can see that I returned the goods & they have done everything on their side (call ref no. [protected]).I called accounts department again to ask them to clear my name but this guy now told me to contact customer services & he offered to put me through, the lady told me she is on pre paid & she can't help me.I need this sorted out soon as I don't owe them, don't have a contract with them anymore & am on pre paid now. for further Information please contact me at [protected].

I pre ordered a - s8 plus samsung. They phone me back and took my details but due a migration I request earlier that month they said I had to first cancel it.. I phone the number the gave me but was told they can not do it..2 days later I phone again this time the lady said they can do it and put me through to cancellation... To my surprise they cancelled it and then said they can process my order, then I was told I can not get the free package offered with the pre-order it was limited... Today 27 april I was looking at tv and there on tv vodacom advertised that if you pre-order the s8 or s8 plus you get the free package... This is poor service... That dishonesty...

On 24 April I returned from overseas and sent an sms to disable my SMS roaming. I received an SMS stating that it had been disabled yet my phone stays on incoming and out going call barring. I went in to a vodacom shop on Tuesday morning and they referred me to the call center (082111) who said they would refer it to the back office and it would not take longer than 24 hrs to solve. It is now Thursday evening 52 hrs later and I still do not have an operational line. I have called repeatedly to 082111 and every one promises to come back with a solution (Out of the 5 promises I have had one returned call to tell me they can not solve the problem - That helps!) The phone is used for accepting reservation for a guest house and responding to guest queries. I am loosing business while the problem persists, besides paying for a service I am not receiving. This is very poor service!

A week ago I applied online for two contracts. I was told that it is hassel free online. I ported to vodacom from cell c becasue vodacom has better has better service delivery, man was I wrong. I asked one contract be allocated to my ported number and the second to my wifes number. The consultant that assissted me told me he cannot do that he can only do one number on his screen and that when I receive the handsets I must go to a vodacom shop and ask them to change the number to my wifes number. I waited a week for the two hand sets. When I received it I went to a vodacom shop and guess what they could not help me. I spent half the day on the phone trying to fix a situation vodacom created. No one could fix the problem. Only way forward is to cancel everything and re-apply. Courier services has to come and pick up the handsets and I must do everything all over again and now it is going to take even longer. Worst of all my number is now hanging for the remainder of the long weekend. My caller I.D cannot be activated neither my sim swop, which was also a mistake from vodacom. The status is even open so I cannot go to a vodacom store to apply there because I have to wait for vodacom to fix this before I can do anything. Thank you vodacom... you have alot of people working for and in vodacom who does not know a thing. I hope that this complaint reaches somebody that can actually do something.

I am unhappy about the service I have received. Today is the 26 April 2017 and on the 6th April 2017 I was called and offered a data contract for the amount of 109 rand per month for 2G per month data for any time and 2G data night owl. The lady explained that she will send me a contract once the said contract was approved. I gave her my work address as she asked where I will be during the day. On the 8th April 2017 I received an sms indicating that the vetting has been done. I called on Monday the 10th April 2017 to find out about the status of the contract. I was told, vetting was in progress. I explained about the sms and that I saw balance showed 1.7G. They explained that contract was not finalized and could not account for all I was saying. I called again, I was given different numbers to call. 082 1946, 082 1958, 082 111, 082 1945 and finally [protected]. I spoke to Didi, Mashik, Daphney, Glenda Ramakgoa, Manesha and Gugu Mazibuko. Some of the people I spoke to refused to give me their surnames. This has been highly frustrating. On the 13th April 2017 I finally got joy and the lady I spoke to indicated that my contract would be cancelled. It will take 3-5 working days.

I called again today, the 26th April 2017 after I was debited a large amount of money on the 25th April 2017. I was told contract or rather application has been cancelled and was put through another department. I spoke to Gugu who says the contract is active….. What the hell.

Can Vodacom PLEASE cancel the application I made. I didn't receive full data firstly, and as soon as I cancelled the application, the data was “taken-back” so I am not sure what I am being billed for. It was uncertain when the contract came into effect as when I called on the 10th of April, I was told it was still in progress and not active. I cancelled officially on the 13th of April, within 7 days. New contract and I am being debited a ludicrous amount. I am highly annoyed and would like to be refunded my 457 rand as the contract I was supposed to enter into was for R109 per month. I was supposedly charged a pro-rata amount. This is not the case.

Good Day

I took my phone for repairs to Vodacom Wonder park on the 29th March 2017. I called 4 days later wanting to know the status of the phone as I am used to receiving updates when I take my phone to Vodacom repairs Pretoria central, then I was advised that they don't have visibility of the order and I should call Vodacom repairs Rustenburg to find out the status of the phone.

I then did as advised then roughly a week an half later I was told it only got to Rustenburg that day. Then I was advised that it takes 21 working days to get feedback after being booked. I waited until today where I tried numerous times to call and finally went through to be told that it is physical damage and that if I have insurance its a difference story. Now I am being advised to fill in an the same insurance form again that I signed on the 29th of march.

Then I am told that my phone came back on the 15th of April but oddly enough no one contacted me to inform me of the further actions I need to take to resolve this issue or even texted me.

-Firstly I expect that Vodacom works with cell sure so therefore its easier to communicate these issues if I have informed them that I am using insurance.

-Secondly I have been waiting for almost 5 weeks to get my phone mind you that i am already struggling with a phone and not buying a new one with the expectation that it will come back soon, now I am expected to wait another 5 weeks to know the outcome of the repair.

-How does Vodacom take the responsibility to book in a phone but only know the outcome when it comes back, honestly this is the worst service ever and it makes me glad to have never renewed my contract with Vodacom.

-I only have the device inspection confirmation that Vodacom has booked my phone as proof.

-And how does a misuse of usb cable become a reason for physical damage. What possible misuse could I do with a usb cable?

The IMEI No: [protected]
Make: Sony
Model: M2 Aqua
Contact number: [protected]
Email address: dinny.[protected]@gmail.com

Please assist in resolving this issue as soon as possible as this in inconveniencing me.

Regards
Dineo Segakweng