Vodacom
Reviews and Complaints

Customer Care
Vodacom 02 March 2017
Email:[protected]@vodacom.co.za

To who it may concern

Upgrade

This servers to inform you that I Zameka Nazo ID No:[protected] have not upgraded my Samsung S4 Mini number [protected] and 3g Data contract number [protected]. I visited cellucity today 02 March 2017 for an upgrade and was informed I have upgraded to an iPhone 7 this is not to my knowledge. I hope this matter can be resolve timeously because I’m in need of a new phone.

This is a letter sent to your forensic department on the 02/03/2017 along with a copy of my ID and three signatures and still nothing has been resolved. I have been given a reference number [protected].

What really make me extreamly angry is that my account has been debited with R1200 FOR A PHONE THAT IS NOT IM MY POSSESSION.Every time i call customer service its the same story i get transferred to person to person with NOOOOO HELP. Vodacom procedure when handling my case has been poor, so urging whoever is ready this to please be of assistance cause i will absolutely not pay for a phone that is not in my possession.

You can contact me on the following number [protected]

Vodacom Ref # [protected]

September 2016 a sales consultant phone me regarding a special offer.
He let me choose between a tablet and a rooter. I chose the tablet, but the rooter was send to me instead. I phoned them and made arrangements to send it back. It was collected. It was confirmed that the rooter has been recieved. The amount of R136.46 was deducted for the rooter on the 28th of September 2016. On the 8th of October 2016 the amount of R212.27 was deducted from my bank account. On the 15th of November 2016 an amount of R199.00 was deducted for the rooter. 13 December another R199.00 was deducted, and 10 January 2017 an amount of R199.00 was again deducted from my bank account for the rooter. Also in February 2017 R199.00, and again in March 2017 R199.00. Up to date Vodacom owes me R 1 343.71

I phoned a lot of times to fix the problem, I send e-mails. Nothing happens.

Vodacom should give me my money back, I feel that they are deliberatly stealing from me.

I complain about the same thing twice now... after 7 the my internet are slow it causes lag on my game please when i did complain last time you fix it now its back again stop messing atound and be the best network that you promise the world... you are just like MTN please fix it and dont tell me you are busy with upgrades because upgrades means getting better not worse

A service consultant from vodacom called me in january and offered to upgrade my package and did not give me the full information of how much I will be paying. I later realised that I will be paying more than I was told and that I will be paying a migration fee even though I did an upward migration. I called vodacom and asked them to put me back on my original package and reverse the migration fee. They did this in February and now when I requested the March statement they have charged me with another migration fee. I called vodacom on the 16th of March and asked them to reverse the migration fee before my debit order goes off and 4 days later I got an sms that said a credit note has been passed. 2 days later I called vodacom to find out about the balance and they told me that I will still need to pay the migration fee. Noone is explaining to me why after 7 working days the credit note is still not showing on my statement. Another lady by the name of Bongiwe in the solutions department told me that I will have to wait for them to debit that full amount and then they will reverse it later, and I cannot do that because I have other obligations to take care of at the end of the month. If the full amount goes off my account I will incur additional honoring fees from my bank because the balance in my account is not sufficient to cover the debit order amount. It's over 2 weeks now and they haven't rectified this and yet they say that it takes 5 working days for a service request to be processed and 48hours for a credit note to be passed. I'm even regretting taking a contract with vodacom because all I have experienced is bad service, and this is not the first time that I have been charged migration fee incorrectly. Can someone solve this issue before the 1st of april...please!

In February I noticed that I had extra data so I called Vodacom (the 14th feb at 13h33 and on the 18th Feb at 12h14) I spoke to the call centre agent (can’t remember her name) and told her that I had extra data and asked her to check my account for any new subscriptions etc. After her searching she assured me that there are no subscriptions on my account. I mentioned to her that when I buy my data it gave me a funny message that Vodacom will approve it and that maybe that was a subscription and if that was the case that she should please cancel it. She assured me there were no subscriptions.

I got Marchs invoice and noticed my account was R900 more! When I called again on the 15th March I spoke to Matapelo at 15h28 who put me through to accounts who then put me back to customer service at 15h34 and eventually to Thando at 15h36 from accounts. He advised that there was indeed a subscription for data and that I selected the wrong option when buying my data. I explained to him that I had called and they had advised that there was no subscription. He then advised he had cancelled it. Now Vodacom expects me to pay for two months subscription for a service that I called about to cancel in the first place! I am willing to pay February as it is my error but I will not pay for March as I did ask them to cancel any additional subscriptions. It is not my fault that it took them two months to load it on.

Just after that call I got an sms to say MyGig Zero had been activated.. Now I am waiting for this months bill to see what the hell they added that I didn’t want and expect me to pay it. I called the call centre again shortly after the sms and asked what Mygig Zero is and they couldn't tell me what it is... I have lodged a complaint with Vodacom. No response. I logged a complaint on hello peter.. no response… I am at my wits end now.

I have 2 contracts with Vodacom a tablet and a cell phone. I was getting statements with an incorrect address and my surname changed and I sent the customer care an e-mail in October 2016 with my new ID and Marriage certificate notifying them of the incorrect address on my statement and surname change and again followed up in November but to date my surname is still not changed. My main complaint relates to my cell phone number [protected]. I had a Samsung S4mini contract that was ending end November 2016 so on 20 October 2016 I applied online for an Upgrade to the Smart S+ Huawei for R339.00 per month. After a month, 20 November the phone had still not been delivered and I contacted the call centre who advised that they have a back log of online Upgrades and that my phone would only be delivered beginning of December. I contacted the call centre again in December as my phone still did not arrive and they said it would be delivered in next 2 days and I also advised the agent that I did not want to have access to airtime, date or sms's once the packages limits have been reached and he advised that on receiving the phone I would need to contact *082 1946 and request that limits be placed on my account which I did. The guy confirmed that limits have been placed on my phone. On 18 December I came back from leave and found a statement on my e-mail and noticed that I had been charged twice for subscription fees and I contacted the call centre who advised that they would refund me but I needed to pay the invoice of +/-R639.78 and they would refund me with my February statement. In February I got my new statement totalling R541.91 with no refund noted and charges for local calls and data usage over and above my limits which I then called the call centre and disputed as I advised that I had requested that I not have access to any data or airtime once my limits has been reached. I called numerous times and was promised every time that my refund was in process and that only 1 person had signed the credit note and they waiting on a 2nd signature. I eventually then called again and advised that I do not want this contract as they confirmed that the line was open and that I would be charged. I advised that I refuse to pay a migration fee of R513.00 as I did not agree to the fee which was e-mailed to me and the guy said that I would not pay a fee if they put me on the same package I had with the Samsung S4 mini which was the U choose Flexi 110 which I agreed to. I again called as the credit had still not been passed nor the dispute with the charges resolved and I spoke to the supervisor Brenton who confirmed that the credit was in process and that I would not be charged the migration fee as it was waived and he promised that someone would call me the following day which again I waited in vain. I have a ref number for this call ID101012588. I decided to cancel my debit order as the agent had lied to me in January as the full R639.78 was deducted and I still had not ben refunded the R220.00 subscription fee which I had demanded be paid into my cheque account as that was the account debited. I was advised that I must only pay my monthly contract fees and that the credit and disputes will be resolved and I would be advised of the outcome. I went to the Menlyn store and again complained and a lady by the name of Melanie / Marlene assisted and made copies of all my invoices and advised that the call centre staff are useless and all the complaints are being routed to the branch as they answer calls but they don't call back nor supply any feedback. Disappointingly I am still waiting on her to call and I gave her my husbands cell number should she not reach me and that was about 3 weeks ago. I started getting sms and pre recorded calls from Vodacom demanding payment and still nobody has called to discuss my issues. The last straw now came when I got my combined March statement showing I owe R830.89 as the migration fee of R513.00 has been debited and again data services of R5.45 even though I am on a U choose package. I refuse to call your call centre as they are incompetent and I have called about 15 times and every time I just get empty promises with my bill still not sorted. I am at my wits end and want to cancel my contract altogether and will pay the balance of the handset and then go to another mobile network this after I have been with Vodacom nearly 10 days. Can someone please sort out my account as I am now paying electronically but only what I had agreed to as per my contracts. Fiona

Ek sukkel al vanaf desember 2016 net om te ksn opgradeer. Ek het wel n kontrak uitgeneem maar foon us reruggestuur omdat kontrak te duur is. Januarie wou ek n ander kontrak uitneem elke keer is die verskoning die ander kontrak is pending ek moet 48 uur wag. Na baie e posse en foon oproepe het ek nog steeds geen kontrak. Die 24 ste maart kanselleer ek my kontrak en se dat ek ditvn payvas you go wil maak wil my nommer hou. Nou is my nommer suspend. Ek het 25 jaar al n kontrak foon met voda com. Ek is baie jammer sulke swak kliente diens is onaanvaarbaar

My phone had a problem with whatsapp and Facebook. Went into the chatsworth centre store. staff says it was a software error without even properly listening to me or testing it. Few more days passed i put on a different vodacom sim card and it worked perfectly fine. Went back into the store to explain that its an error with my sim card and they still tried to say its a software error even when i offered to prove to them that its not the software. I requested a sim swop they where so rude and said that it won't solve my problem. I requested for a nano sim so that i can use a micro sim adaptor on my phone but they refused and insisted to do the sim swop on a regular micro sim upon numerous requests for a nano sim. Im so sick and tired of vodacom im thinking about migrating it to a different service provider. Staff that was so unhelpful was Nalini. From the chatsworth centre branch

I am a vodacom client for many years nobody can sort out my problem. I have some unknown person on my account every month its my id my cell numbers but not my name. now i can"t even clam from my insurance because the account is not on my name and my phone has been stolen. Every time i try get it on my name i'm told i must deal with vodacom and they tell me i need to go to a vodashop.

I applied for a second contract line under account i1772638 at kolonade, and walked out of store with a number that was never loaded with airtime for four months now instead other number [protected] dat i dont know appeared on my statement, i went to the store 4 times and never get help and call customer care several times whereby they cancel the number from contract but still the number is appearing on my statement and billing me.who must account for the bill ?as it keep on blocking my other line because of errears.

Please help

Good day

I am very frustrated and unhappy with the service I received recently at Vodacom, I am writing to you hoping that you could assist.

I have a contract with you vodacom which is ending end of this month (March 2017).
I made a call beginning of March 2017 advising your consultant that I won’t be continuing with a contract, I am cancelling it .
Vodacom deducted the said agreed amount and credited my account with R 200 airtime as usual.
To my surprise that airtime was taken away and was left with zero balance on the 14th or 15th of March 2017.
I had R64 or R54 left in my account.

I spoke to a lady by the name of Nonkosi on the 17th of Mach 2017 regarding the issue, she refused to give me a reference number for the call and promised that she will escalate the matter,
and will be sorted within 24hours probably. That never happened.
I spoke again with a guy by the name of Thabo, he also promised that this matter will be resolved and gave me a reference number [protected] and said he will contact me today. That never happened
I phoned Vodacom again today and still no one was intend to assist me, they just forwarding my call from one person to another and have to explain myself over and over.
I requested to speak to a manager and the gentleman at the contract department refused to forward my call to the manager.They just don't care!

As a customer, It is very sad that I’ve been given this kind of treatment. The money was deducted as per the contract but I didn’t receive/use the said airtime as agreed.
I would like to receive the airtime that was removed from my account or the money deducted for this month be reversed to my account.

I am hoping to hear from you with the positive feedback !

Warm Regards
Masegou

On the 25 November 2016 I signed a Vodacom contract for my daughter, the contract which we took was uChoose Flexi 200 for R599 per month. Instead Vodacom loaded a contract for uChoose more Data 4GB and debited my banking account with an amount of R2043.63. They did not credit the incorrect contract loaded. I have called Customer Care numerous times and to date this has not been corrected and now my lines are locked almost on a weekly basis as they have still not sorted out the issue. I am at my wits end with Vodacom and feel that they are in breach of the Consumer Act and I am within my rights to cancel this contract.

Good Morning
I received a call from a Sales consultants offering your mobile router, what allot of false advertising according to your store at N1 City.
I was told that I needed to Rica the sim card, get to a store and then told its not the case. I was also told that data not used would be carried over, apparently also not the case as well as if I have a tablet I can trf data apparently also not the case.
All I have been doing is calling vodacom and been transfered from Pillar to Post, no one is yet able to explain anything to me regarding this router.
I have had no choice but to request collection, onlt to be told it can take up to 7 days I then need to call back three days after this to cancel it as it cant be done now.
What a joke so once again as I client I must be inconvenienced trying to call back to get this canceled?
I now also get told the card is activated already yet I know nothing about this, your store tells me nothing will be activated until I do so and was thus unable to help me!
Everything is still in its original packaging unopened.
I want this Router collected ASAP and there is no debit to come off my account for this or I will take matters further.

I am totally appalled by this shocking service!

Sam
[protected]

Vodacom is not able to pick up one payment.They do not change any personal details as requested on numerous occasions. Vodacom cant load a payment arrangement and keep on sending overdue accounts when payment was done. I have already send the proof of payment 5 times with no joy.
They advised me of the receipt of the proof of payment but no payment was allocated or picked up by them.
Vodacom service when from best ever over last 20 years to the point where I want to change suppliers. Vodacom don't follow up, they rude, they hang up on customers.

The number in question is [protected]. On 31 January 2017 I submitted the first request for further investigation into Content Services charged to my account for several months. The amounts escalated over the period. All WASP services were cancelled. To date I still do not know what WASP services were charged for. I don't know how we subscribed and agreed to the charges. I want to know who took my money, and what for? I want to know how and when I gave permission? To top all of this off, even though we are now extremely sensitive to any WASP services and/or possible subscriptions, another R 12.00 is reflected on my proposed invoice for March 2017. We definitely did not subscribe to anything. I am being told by the call centre that I cancelled the WASP service in question on 10 March. I definitely did not cancel any WASP service on 10 March. I phoned to follow up on my initial query from 31 January AGAIN. Please fell free to listen to your "recordings". I insist on this matter being investigated further, and I want to know all the facts as requested above. My number is [protected].

My phone, Cell number [protected], was getting very warm and the battery did not last. Some days until about 10 am and other days until about 4 pm. I took it on the 5 th of March 2017 to the Somerset Mall branch where they told me that it should be taken in to the Somerset West Branch. When I got there they were closed. I am working and could only go back on the 7 th of March 2017. They took it in and told me it could take 7 to 14 work days to repair. I did not hear from them and phoned them on the 17 th of March. They told me that there was a problem with the battery and it should be replaced at my own cost as the 6 months warranty expired on the 6 th of March 2017. I feel that I was in time, but they were closed. I thereby request that it should be considered in time as I did go to them before the 6 th and I was actually still in time by only one day. Kindly please do not let me pay for the battery ( R 605.00)Kind regards Janie Brink ID [protected]

Hello service team,

My intention here is be a normal, balanced customer (and not one of irate customers i know you all deal with)

The facts are 2 years ago, i wanted to leave vodacom because your data packages were not nearly as good as the competition. However, your "retention team" called me and asked me why i was leaving? I answered because i found much better data deals with other providers.
The lady in the department, said she could offer me extra data every month if i signed on for another 2 years. I agreed because it solved my issues needing more data at a better rate. In short, with her offer, your data charges matched the competition.

Please note, I have this email in writing. And upon calling in for over a year, i have got nowhere. Its been so long that the person no longer works there as well.
And i was led to believe that i have had extra data every month.

But i have not, ever, got that offer to be activated. How do i know that? My PA has been looking for me to get a deal for the iphone 7 over the last few months. What she discovered is that for the last 2 years, i have NEVER been given any extra data -and there are several months where ive been charged premium rates for going over a limit that i was led to believe was much higher.

As a result, i feel huge rage towards you -because i feel tricked into staying with Vodacom and not getting what was promised. Now two years later, i can see that ive never had single mb of extra data at all.

Can i propose: I get any and all of my money back for that promise?

That way i get what was promised to me and you get the opportunity to make this right.

sincerely,
Robert Craig

Hi i have visited a vodacom 4u store at Trade Route Mall on the 4th of March to do an upgrade. It was for a PS4 and Experia XA ULTRA. Today is the 20th of March and i still dont have the phone. I have been to the store numerous times and they cannot give me an exact date as to when i will get the phone. I have spent alot of money on airtime and petrol to keep calling the store and going back and forth. The store cant give me an exact date as to when i will be getting a phone or give me alternative. If i dont have the phone by next wèek Monday im am laying a complainant on Hellopeter
Please contact me on [protected] Donavan
IM REALLY PISSED OFF NOW
THANK YOU

Good day

we booked my husband samsung a5 phone in repairs for repairs on the 10.03.2017 at the nelsons cellular modimall job no [protected]
we went to the shop on friday the 17.03.2017 they said it is too late i must phone polokwane today.I spoke to the repair centre they did not received the phone yet i phoned the manager all she can say is sorry the phone was never send for repairs this is now 8 days later how long am i going to wait for my phone to get back from repairs .This is not the first time this happend at this store that is why i went to mokopane for my upgrade they are not able to do there job at all

I went online to confirm my upgrade date with vodacom. At same time receive sms from vodacom stating my upgrade is due 14 March 2017. I went to the local branch at Lephalale mall. With some "system " problems the papers could not be printed. I was promised by sales person that my paperwork will be sorted out the next day. Today is the 20/04/2017 and still did i not receive my upgrade paperwork nor even the phone. This is absolute poor service from vodacom.

Regards
Charlie