Vodacom
reviews and complaints

Good day

I trust all is well.

ACCOUNT NUMBER - VB018868-9

On the 25th August 2020, I signed up for Vodacom Fibre at my residence.

This was initially signed up as a business account however there was endless issues every time I tried to log a complaint. Since 5th September 2020, I have been experiencing issues with my connection, I reported the matter and was advised that the router is the issue and will be changed. To date the router has not been changed. My fibre line is up and running for the first two weeks and the next two weeks we are offline, this is a monthly occurrence since September 2020. I have logged numerous queries regarding same and to date have not been refunded for each month been offline. I have lost business to the value of +/- R100 000.00 due to us been offline and unable to respond to my clients within the deadline allocated. Going forward I have again been offline since 08th August 2022 which I logged a fault. To date ( 06/09/2022) we are still offline however my account has been debited for the amount of R899.00 per month for which, ever since September 2020 I am only connected from the 1st of the month till the 12th from the 12th to the 30/31st we are offline. on the 22nd August 2022 @ 11:03am I called Vodacom Fibre and requested a cancellation, I was given an SR number and the consultant advised me that this will be cancelled on the 22/09/2022 however today i called in and was told that there is no information available on the mentioned SR number and that the consultant I spoke to today will have to log the cancellation today therefore I have to again pay R899 for the month of October 2022. i have moved to another service provider since Vodacom has no idea when our services will be restored. How am I liable to pay for services I am not receiving? I want this account cancelled with immediate effect and to be refunded for the days I have been offline.

When I agreed to take out Fibre with Vodacom, a pocket router, sim card and 100 gigs of data was part of the deal for the first month as I had to wait for the engineers to come out and connect the Fibre lines and set up the WIFI. I received an email with the LTE quote for my approval was sent on 19 July 2020. The sim card was delivered with no pocket router. When I called in to customer service to inform them about the mishap and to have it sorted I was told that the sim card will not work in any other device as its linked to a specific pocket router and that a router will be delivered within the next week. I was then sent emails to track the progress of the ticket the customer service consultant opened for me. No router came and the sim card could not be used in any other device to utilize the 100 gigs of data. I called in another time and was told the same thing, the data went to waste as the month ended and the pocket router never came. I still had to pay that month's instalment as the debit dates were already set up. 

The 31st of March fell on a Wednesday this year and my debit order did not go off for March, I didn't contact Vodacom customer service as I received an email the 4th of April which stated the amount I owed and another invoice attached to the same email stating that R1398.88 will be deducted the end of the following month to cover both March and April. The end of April came and again no money was deducted for the WIFI. I was not concerned at the times because the wifi was still on at my house and the 1st of May fell on a Sunday .The 7th of May and my Vodacom statement showed that the amount of R1398.88 was paid and my outstanding amount was only R649 like every other month. Based on that statement I assumed the R1398.88 was deducted without my bank notifying me. On this statement it also showed that the R649 will be deducted via debit order on the 31st May 2021.Still the wifi was on and working at my property. The 31st came and again not money was deducted for the Wi-Fi. On the 7th of June 2021 the Wi-Fi went off at my house and I called Vodacom about it. I was then told that I owe a balance of more than R2696.88 for March, April, May, and now June including penalty a fee of a R100. 

On the phone with customer service I was given the option of making an arrangement with Vodacom to pay this amount off in four parts over four months. I had agreed to pay R675 on the 3rd of the next four months to clear the debt. The 3rd of October 2021 should have been my last payment on this arrears, which was confirmed by the consultant. The consultant had advised me that the arrears amount will not increase as the Wi-Fi line has been suspended and that the R675 will be all that I need to pay for the next four months to clear the arrears amount and a day or two after the 3rd of October I would be able to call in and have the Wi-Fi turned back on at my property. This information was confirmed and reconfirmed by the customer service consultant on this phone call, I asked her just to make sure that R675 was all that I had to pay for the next four months and I wanted to ensure that the balance will not increase. The consultant, who was a lady, had reassured me each time telling me that R675 will be all. 

In September 2021 I started checking my invoices as I wanted to check what the remaining of my balance is. I noticed that the invoices looked as if I'm not paying the arrears amount at all. I called into customer service to query this, I was told that I am still being invoiced every month R650 for the Wi-Fi even though the line is suspended and I have no Wi-Fi at my property. When I mentioned to the consultant that this information was not given to me on the initial call while I was making arrangements to get rid of this debt I was told that even though the line is suspended I am still liable to pay. I've spoken to about three or four consultants and only one of them escalated this to their manager who also said that I am liable for this amount to be paid and promised to listen to the recording of the specific call where I had made arrangements and to call me back but never did. I have been paying the arrangement every month but my balance has remained the same. Vodacom expects me to pay for a service they are not rendering at all. In October the 3rd fell on a Sunday and again the debit order did not go off, I had to call in and pay them from my cousins banking app as mine was not working. The consultant I spoke to on the 5th of October 2021 opened a ticket about this situation for which I received an email saying the status of my ticket is closed and that I should contact their billing department to make arrangements. I am still being billed even though my balance should be fully paid by now and the Wi-Fi is still off at my property.I wanted to cancel the wifi with Vodacom to prevent the amount from increasing every month I was told that I can’t due to the arrears amount and I was advised to pay this large amount first before I can cancel .

Eventually someone from vodacom contacted me about this. He closed the account but only removed half of the owing amount saying that I need to take some responsibility for this bill. They are now expecting me to pay R3421. 85 to them even though they know and admitted that I did not , and still don't have wifi at my house. Vodacom is now threatening to hand me over if I do not pay this R3421. 85 within 21 days.

Hoping to hear from you, regards

Kesha

On the 26/07/2022 I made use of the Vodabucks store and purchased a tshirt and a pair of takkies on your online store. I proceeded to pay and was given a link to your flook store, upon selecting the shoe I found out that they did not have my size (something that you should have on your site to avoid people having to pay only to find out you don't have sizes in your flook store!) so I continued my purchase, selected my tshirt size and left the shoe out as they did not have my size.

3 days later my tshirt was delivered to me but nothing about the takkie. I have since been trying every number vodacom has to get refunded for the takkies to no avail, I keep getting redirected to a useless bot who is unable to assist.

Its been almost 2 months now and I have not heard from anyone neither have I been refunded my money, for all intents and purposes Vodacom has stolen my money!

I want a full refund on the takkies and I will make sure never to make use of your services again.

The laptop was returned to vodacom centre for repairs.

The consultant did not explain that should I not accept the quote there will be a courier cost.

The consultant confirmed that the laptop is still under warranty and now all of a sudden there is a quote to repair with the reason SUSPECTED TAMPERING. Please proof this statement as there was no tampering done! The service is unacceptable as the manager only said that is what is presented on the quote from the service company and there is nothing they can do.

You are more that welcome to contact me, i will provide you with the quotation, the consultants information and the ridiculous photo provided as proof of tampering.

Regards

Yolandie [protected]

Hello my name is Themba Lukhele,my identity number is [protected].

i have a problem with my Vodacom number ([protected]) it was blocked a few weeks ago,

now my biggest problem is that i use that number for my business losing it is

bad for me and my family.

I tried calling Vodacom customer service they told me they can't help me

they are not the ones who blocked my number.

i have a new Vodacom number [protected] please for any information call or SMS.

My email is [protected]@gmail.com

I do not have any internet access since 3 days ago. I already complaint several times and only received e-mails that I will be contacted.

Nothing Happened.

Yesterday I cancelled my contract and also did not received any feedback.

As I have been informed at the vodacom shop that I have to give one month notice, I still have to pay for not having a service.

Tomorrow I will proceed to warn everybody in my neighbourhood to avoid Vodacom Fibre, as the service is extremely poor and it seems to be very difficult to cancel once you decided on Vodacom Fibre - even when the contract period has been reached.

I had a fibre contract with Vodacom from April 2021 to 2022 of which from day one it had buffer problem. I called for help until I had to increase the speed. From June 2022 I increased the speed but it never solved my problem. I thought maybe the company itself will send someone from Vodacom or Vuma to check my problem but always when I log the call all they did and still doing is to send me message that says my matter is been solved and it will keep on happening until on the 24 August at 1 am it loose internet all together. I logged the call in the morning and been told my rooter has a problem and they will send a technician with the internet chord. I’m still waiting for a technician till today.

I’m using fibre for Tv and other things at home. if I don’t call them and do follow up they don’t call me all they do is to send me a ticket no. When I call for help I’ve been told the ticket is been escalated and the technician will come. Can you please help me

After my contract's end date, which was the 30th of May 2022, an employee contacted me enquiring if I want to upgrade or cancel my contract and I've told him that I wish to cancel the contract because prepaid works better for me in terms of my always traveling lifestyle.

But, even after the telephonic communication, Vodacom still provides me with the package and I can't use Vodacom services without using the package thus still charging me for the package.

I contacted Vodacom at the end of June after seeing that Vodacom has not yet cancelled my contract and the response I've received from an employee was "I can't cancel the contract, because it's going to be a long process". This is very unprofessional and brings up a lot of concerns.

Even after I've spoken to 2 employees from Vodacom, not 1 of them even mentioned how I can cancel the contract or even assisted me with the proper services. Vodacom has clearly employed too many incompitent people who obviously do not care about Vodacom's image. It's ridiculous.

I’ve sent an email to Vodacom’s cancellation department on the 20th of August 2022 regarding this matter and still no interaction from them whatsoever. I did a follow up yesterday morning and this morning.

It disgusts me how careless Vodacom is towards their clients. All their care about is how much you are carrying in your pocket. Vodacom has accelerationism written all over them.

Still awaiting a call from Vodacom!

On the 1st April 2022 at 08h06 (please pull the voice recordings) I called and cancelled ********** (contract ended end May 2022). However I was billed in June and now again in July for the contract even though cancelled and confirmed on the voice call that I called in the 1st April to cancel but the person DID NOT CANCEL - it is now cancelled. However Vodacom continued to take payments on a cancelled contract

Credit due back to me is:

June R188.37 (already deducted and paid)

July R188.37 (already deducted and paid)

Total: R376.74

As per my August statement no credit is showing against the number that where is my credit and please advise how I get it refunded into my bank account

This is why people like my cancelled ALL MY VODACOM CONTRACTS YOUR SERVICE IS TERRIBLE ABOUT BEING A LOYAL CUSTOMER FOR 20 YEARS

[protected]

I lost my phone ull blocked the phone giving me an itc number and all now the answer is I do not qualify for another phone because the sim carrd was not inside the phone when was lost am I paying for the simcard or for the device? I am gonna need my phone back or I am not paying for something that I do not have and I made sure had an insurence for all this year and now this is how I am treated so desapoint is eather I get a phone or I am not paying for what I do not have

Good day,

To whom it may concern,

My complaint runs over various departments of Vodacom.

To note I have been a client of Vodacom for almost 20 years, and over the many years the service has degraded immensely.

In June I wanted to upgrade my already expired contract, the Vodacom shop told me that I am unable to upgrade my contract as I did upgrade a little over a month ago (April). I immediately raised my concern as it was not me that updated the contract. It turned out that, according to Vodacom, my account was moved from an old system to a new system, and they reactivated my expired account with the device that I got 2 or 3 years ago.

Once they resolved this issue, I noticed that there is costs to the value of R15000 added to my monthly bill, upon querying this, it came out, again from Vodacom, that when they cancelled the incorrectly reactivated contract with the handset, the premature cancellation of a device amount was added to my bill stating I requested this. I have logged an issue regarding this on the 22nd of June 2022.

I have not been able to upgrade during this entire time (as of June till now in August)

The response on the Invoice of the additional R15 000 is that it will be fixed 2nd or 4th of August. Ever since the 1st of August, my account has been blocked and barred every day at 18:15 / 18:20 every night and I will spend anywhere from 18 to 35 minutes on the phone rectifying this issue so that I am able to make calls again and use data.

During my calls, it sounds to me like the helpdesk or customer services area has a really fun and exciting job, screaming laughing and playing music in the background, very unprofessional and it shows me why my issues aren’t being resolved as the helpdesk is too busy having a good time laughing at clients with problems then sorting out the root cause of the problem that Vodacom has created.

My daughter is currently at Vergelen Medi-Clinic very ill and I am unable to phone my wife or she me, without jumping on some form of wi-fi or resorting to using WhatsApp.

It has been a nightmare experience and I never believed Vodacom would stoop so low and provide such terrible service with problem management and problem resolution.

No exclusions or notes are being properly added to verify what the problem is and what the way forward is, I have to repeat myself daily to every agent I speak with and some make bold promises and statements that they will take ownership of the problem/issue and follow up constantly, these are only words to me as I have seen ZERO action being taken, please feel free to listen to all the recordings, as stated upon calling the help desk. I truly prefer Vodacom to any other mobile service provider and you have pushed me into an area where I would not recommend Vodacom to any person I meet or speak with or lay an opinion of, I am utterly disgusted, I can understand 1 or 2 mishaps, but for it to continue and drag on as long as it is, is totally unacceptable.

“welcome to Vodacom, how can we make your day better?” you really need to dig deep for that one, such a pretentious statement and question.

It has been an emotional ride this last week with my loved one being in hospital and having to worry about my Vodacom accounts working or not, to be able to stay in contact with my wife (Whose account is in my name and also being affected) just to enquire about my daughter’s health and if there are emergencies, who do I call? The customer care line?

Hope to be contacted by a more senior staff member with authority to have a discussion regarding these issues.

I have been requesting a settlement letter for the past 8 months now and no one has been able to assist me. Every department i am referred to is aware that I have paid up my fibre account and cancelled it thereafter however it still shows up as me owing you - its obsurd! Could you please assist as this is honestly getting out of hand - its absolutely ridiculous now and its hindering my life.

Before I start, I'd like to mention that my dad (who is the main account holder of my Vodacom contract) has been a client of theirs for 25 years. I have been with Vodacom since my first phone.

I upgraded from my Huawei p30 Lite to an iPhone 11 in December 2019 from Sandton iStore which was financed through Vodacom. Included in the monthly amount was comprehensive insurance. When the phone was damaged and handed in for repairs we were contacted by the insurance company and told that the phone will only be repaired if we pay in R2148. This is apparently because the comprehensive insurance was not upgraded from the old huawei contract to the new iPhone. I am surprised that this was never done.

It was first claimed that the insurance premium paid was not upgraded to an iphone (from my previous Huawei), and that I must pay the difference of the insurance between the amount for the Huawei and the Iphone. When I referred to the Vodacom contract that clearly stated that the upgrade of the insurance of the phone is the responsibility of Vodacom, the story changed to that the insurance was upgraded to an iPhone, however, it was not insured for the full value, only for R3500. As you are aware, the value of an iPhone is much more than that and I was then told to pay the difference of around R8 000 to replace the phone.

The contract with vodacom states that "If you already have device insurance with Vodacom, your insurance will automatically be upgraded to cover your device " This clearly did not happen. It is clearly not the case. We were not made aware that the insurance of the phone will not be for the full value. We faithfully continued to pay the insurance premium.

We then received information that the phone needed to be handed in, which we did. We were hopeful to receive feedback that we will have to pay the excess of R1000, and that Vodacom will replace the phone. However, when I went to Vodacom to hand in my phone (once again)I was then informed that we will have to pay the shortfall of over R4000 before the phone could be replaced.

Back-and-forth multiple times where Vodacom changes their story, excuses upon excuses and excess amount of calls to Finrite.

After 1 full year of this fun little game. I finally get an answer to all of the above with Vodacom replacing my broken Iphone 11 with a Second Hand Iphone 11. Yay. Only to come home and find this replacement phone is not working, took it into the Istore to see if they could fix and the technician could not fix the phone and stated I should return the phone to Vodacom as it is impossible to even overwrite the system of that phone to fix it!

How am I suppose to be happy about this client service after being with you guys my whole life? Is this how you treat your customers?

My number is [protected] and my dad's number [protected]

I renewed my data contract telephonically about a year ago for 24 months. My recollection was that Vodacom's appointed representative specifically said the contract price is constant for the whole contract period. Moreover, I have never hear of an instance where a cellular company has increased the price of a contract during the contract period. Nonetheless, Vodacom simply put up the price of my contract.

I sent numerous emails to the Vodacom Customer Care department, and they called me at least on four occasions. Every time I disputed the price increase and specifically asked for a copy of the recording, as that is the only valid proof of the contract and I believe that will show Vodacom had no legal right to increase my monthly fee. The Customer Care department clearly followed a deliberate tactic of avoidance and delays. Amongst others, they repeatedly sent me the general T&C's (which to my mind does not even mention Vodacom's right to increase the cost), had repeated and long arguments with me about the relevance of the voice recording, referred the matter to different Vodacom employees so that every conversation started at square one, gave conflicting of how I can get access to the recording. At least three of them undertook to request me the voice recording, but to date that has not happened.

I then referred the matter to Vodacom's legal department and specifically demanded access to the recording as the only account of my contract with Vodacom. On 26 July 2022, they committed to resolve the matter within 3 working days. Now more than 4 working days have passed, and still no feedback from them.

In an unrelated incident, but regarding the same contract, I ran out of data in December 2021. On two occasions I bought 5GB of data from the Vodacom website. As I became suspicious, I followed up with them and it transpired that I only received 4GB of data. After complaining they gave me 5GB of data. However, given their present conduct, I no longer believe they are an ethical or a law abiding company. My advice to other Vodacom customers is to check as much as you can: accounts, data or airtime received, etc.

I called Vodacom on 30th of June requesting cancellation quote for my account and the consultant told me about a migration package of which I agreed to and she told me that she's processing it and in July I'll be moved to 1gb of data and ill be paying R85, on the 5th of July I made a follow up call requesting proof of what the previous consultant told me she verified that ill be paying that amount but I still didn't receive anything in writing

When I called again on the 12th the other consultant told me that ill be paying the pervious amount of R205.99 because the migration was only processed on the 3rd of July and will be effect in August. on the 25th I called asking to speak to a manager but the person I spoke to transferred me to another consultant where I had to explain again what happened they said they would escalate my query and they would get back to me within 48hrs today is the 1st of August ,I still haven't heard from Vodacom and I still haven't made any payments because I haven't received communication from anyone.

When I called again today I was told to pay that r205.99 and they will minus the r85 and refund the reminder. I'm disappointed because I didn't get help from the 1st day I called. you normally say calls are recorded but you couldn't pull through that call and check what happened now I had to pay an amount which I wasn't suppose to pay because someone decided not to do their job!

Due to a glitch which many Vodacom customers are currently experiencing (as of 31 July 2022) the remaining 1GB of my 6GB data bundle has disappeared.

The same happened to my partner, who has his reimbursed almost immediately with very little effort.

I, however, received “help” from a rude and passive aggressive rep, who refused to reimburse me my data by disappearing from the chat when asked for their name.

I now sit with no data, Vodacom having stolen this from me, as well as a sore heart from the unnecessarily rude interaction I had to experience.

Anonymous customer “support” reps are clearly a bad idea, as is evident in my experience the anonymity allows for reps to act however they please with no real world repercussions for themselves. Meanwhile customers are left sad, angry and unfairly hurt by their actions while also losing out on their data due to a systems glitch.

Good day

I hope this message finds you well, I recently went to Vodacom at Makro Port Elizabeth to apply for the 2 iphone 11 contracts upon approaching service agents they were not friendly. They asked if I have any accounts I said only rage they told me it does not pick up, i further explained to them I have a credit card they just told me if i do not have a clothing account they cannot help me.

I tried to plea with them to just check for me the lady helping me was Naomi she refused and told me she has worked here long enough to see if a person qualifies by just looking at them, she did not look at any documentation I had but my appearance and declined me.

[protected]@gmail.com

My name is Shadrick Valayadum and I have been with Vodacom since 1996. Tragically, the services at Vodacom has deteriorated to such an extent that I cannot bear to continue my contract with Vodacom. I spoke to the contract upgrade consultant and indicated that we were not available to receive the new phone and that the phone should be delivered to my sons residence at Wits University. Arrangements were made for the phone to be dropped off today and my son cancelled his tuitions only to be told by the courier that Vodacom failed to insert a footnote to say Bracyn will be collect the phone. The end result is that the phone was not handed over to him, leaving an irritated father and an extremely disappointed son.

The end result is that I have not only cancelled my sons contract but also my newly taken contract upgrade.

[protected] Xolile S V Nhlapho

Did an upgrade week 0f 13 June 2022, Laptop was delivered 22 June upon checking I ascertained the specs were incorrect to what I ordered and I was very specific on the phone. 22 June 2022 @ 15:56 called Vodacom spoke to Mpho I called vodacom, was told the parcel will be collected by RAM and Vodacom does not give reference numbers. Numerous calls made was told to wait. Waited 14 days parcel was not collected. Called Vodacom, call was escalated and was instructed to by Juliet. 13 July @ 10:45 called spoke to Delisile she put me through to RAM, RAM said collection was cancelled as they could not get ahold of me. Called Vodacom on 13 July @11:17 again spoke to Mbali, she stated she logged another request for collection. No Collection. 22 July @ 08:27 called vodacom spoke to Mduduzi he stated the request for collection is not on the system and he will log it, RAM will send reference number within 2-24 hours. Today it is 25 July, no reference number received. Sent an email to vodacom customer service complaining and still no response.

After upgrading online (supposed to be an easy hassle free experience). 06/07/2022 My up grade was out with the courier company for delivery, there was an issue involving my ID document that was stolen, and they would not accept my cetified copy, which they had done on all previos deliveries. I was told to arrange with vodacom to send authorization to the courier company to deilver it again. I did this the following day 07/07/2022. Was told by vodacom all is arranged, so was expecting my upgrade again. The 8th and 9th of july 2022 went by and still nothing. The next week i called again and was told the same thing and that back office would call me to authenticate the request. But again no luck. So i called back again, only this time to be told i must arrange for a third party collection on my behalf, again this was arranged and now the 3rd party person i arranged with also having their time wasted by a completely incompetent vodacom. So again on the 13th,14th,15th,18th,19th and 20th of July 2022 i called vodacom each time wasting 20 + minutes of my life because each time holding on for a person in the call centre to answer. Finally i got a call later the day on the 20th from vodacom to authenticate the delivery to the third party who now is also fed up of changing their arrangements to wait for my parcel which still has not arrived. All this only to find out on the 22/07/2022 that the courier company has now sent the upgrade back to the absolutely useless time wasting vodacom. Im now dreading to call again to be fed false hope and waste more time.