Vodacom
Reviews and Complaints

Morning - I lodged a formal complaint with Vodacom in June 2016 about the poor network coverage in my area. It has come to the point where I have to leave my house and stand on the road to have a telephone conversation. Customer Care acknowledge the complaint quickly and then ... nothing.
"Your query has been escalated to our Customer Information Centre. The CIC Consultant will keep you informed on the progress of your query.
The reference number is [protected]."

I find the service incredibly poor and would like someone in management to take the time to investigate the complaint and revert. This is a problem in my entire area (Bryanston, Sandton) and I am not the only one who has complained. I await a response...

Emma Durkin

I upgraded my phone/contract in November last year. On the 22 December it stopped working. No outgoing phone calls, no sms and not able to connect to mobile data. I went to Vodashop in where they tried putting additional data onto the phone, I paid for it - nothing came through. Phone the customer service where they told me I must wait until the 12th January then someone will help me!
I need my phone for my work apparently has no impact on this ? Since then I've been backwards and forward to Vodashops an on and on with customer care saying they will escalate the query. Its just about 2 months now - still nothing. Reference number upon reference number, sending to this one and that one.
Since I've decided not to pay my account I have received daily phone calls and sms to remind me to pay.

Good afternoon

Account Number: I1079817-7

I upgrated to Notebook R530 per month and with 5gig and I did not received my 1 year free Office 365? Is it possible that can phone me on [protected] and explain why I did not received my 1 year free office 365.
I cannot make use of my laptop for I do not have the office 365 as you promised to sent to me when I upgraded in November 2016. It is now already 3 months that I wait for my office 365. I did phoned before alot of times and no is coming back to me on this issue.

Here is the last reference number I received from Vodacom:

Ref: [protected]

Kind regards,

Dewaal Brand
[protected]

I canceled my Vodacom contract last year as the contract has expired and I wanted to go on pre-paid. Everything was done as was required by Vodacom, but now 7 months down the line now they phone and say there is money outstanding again. I have tried to contact them by e-mail, but only talk to a machine. So no help from that. I have tried to phone them, but it seems they permanently on lunch. How many people are they scamming out of money months down the line

This is regarding Telephone number +[protected] D.M Coomans

Upgraded on the 1st Of February and Sim Swap had to be done since this SIM swap I have had no access to Social Media

I can send WhatsApp's but not receive any multimedia
I have no access to Facebook at all.

I have tried getting this resolved for over 2 weeks now.

Making use of the Vodacom Shop in Sasolburg and the 082 111 Vodacom Helpline.

None of these sources are reliable or effective.

WHAT MUST I AS PAYING CUSTOMER DO TO RECIEVE SERVICE OR ACCOMODATION FOR THIS INCONVINIENCE ?

Nothing is being done regarding this after more or less 41 calls...

Please advise?

If this is the service Vodacom provides I feel obligated to inform customers using Vodacom of this inconvenience and how Vodacom handles these situation...

Thank You

Good day,

I have been on the phone with vodacom since mid last year complaining abt my billing and all I get back is that my data is being over used. I waited for over a month trying to get in touch with customer services always being told someone will call back and the only call backs I got in November was vodacom trying to sell me more data. Now I have wifi at home since September but my billing from vodacom is still incorrect and each time I spend atleast an hr on the phone without resolution. I have recently changed my billing from debit to cash since I have not yet got a full description on wat it is that I am being billed for. I will now be taking this up with Wendy Nola as I have not achieved any satisfaction from vodacom. This is very disappointing since I have used voda phone abroad and ur standard are way below there's. As well as, myself and colleagues will be ending our contracts with u as 3 of us in a close group have experienced the same issues. I will be paying the contract amount of R1000 per month until I get answers that I require.

I received a call from on 26 August 2016 regarding an adittional product on my account - I asked very specifically if it is a new contact and if it is going to cost me anything extra per month and the caller replied NO to both the questions. But that was not the truth because it is a new number and yes it does cost me additional R 227.19 per month.
We were away on holiday when RAM delivered the parcel. The contract was activated on my account on 1 September 2017.
I contacted Vodacom on 13 October 2016 and spoke to Zama to complain about the caller misleading me and I wanted to cancel the contract immediately. Apparently I couldn't do that because two weeks passed in which I was allowed to cancel. I was mislead in the initial conversation and up unto today I am not getting any feedback from Vodacom. I asked to listen and get a copy of the telephone conversation but that also didn't happen up to today. At first Zama told me I cannot get a copy of the conversation - what is the purpose of a recording if it doesn't protect both parties but obviously it is only for the protection of Vodacom. Apparently I can listen to it but that also did not happen. I phoned again on 18 October 2016 to follow up and I spoke to Linda but still no feedback.
I phoned again on 11 January 2017 and spoke to Sipiwe and he confirmed that a dispute was lodged but he could not give me any feedback.
I phoned again on 14 February 2017 and Mpho told me that according to the teamleader Mahle the company phoned me and gave me feedback and told me my request for cancellation was denied. I never received a call, nor did I get the opportunity to listen to the initial conversation or feedback regarding this issue - if I got feedback why would I phone again today to find out what is happening and why I cannot cancel this contract?
Mpho told me I have to hang up because the teamleader is going to call me immediately from his office, it is 10h38...
I am still waiting... it is now 11h00 and I did not get a call from the teamleader.

I was charged twice for my December subscription as well as an upgrade fee for an upgrafe I never took. I phoned vodacom on 12 January to query my account and again every single week since then and have had numerous excuses and no resolution. I stopped my debit order as I warned them I would because I dont have money to waste. Still no assistance or feedback after complaining numerous times.

About a week After applying online for my upgrade I decided to check up on when my new phone would arrive. I was told by ram couriers that it was sent back. I then contacted vodacom upgrade department and they said my address was incomplete and forward me to another lady. I told her what happened and she said the address was complete. It appears to be an error on their side and said I will have to wait for the phone to return to jhb before they can cancel the upgrade then I will have to reapply for the upgrade again. What the hell? How is a mistake on their side has to affect me? They couldn't even give me the managers number. I'm very pissed off about this and is poor service. They will need to make a plan and sort it out and get back on track asap! This is absolute nonsense. What would normally take about a week is now going to take 2 or 3 weeks. Time to rethink the service provider

It seems when overcast in Caledon, Western Cape, the signal from the network is poor and loading takes forever. My data is probably used for loading and I cannot cope with 5 gigs a month probably because of the insufficient network capacity. Can you perhaps increase the signal strength and especially for wifi connections.

Without a email address how do you expect people who cannot speak to communicate with you. The telephone service is frustrating.

My name is Vivian Zhou, I have been a customer of Vodacom for many years. On the 17th of December I took a new contract for a Samsung Galaxy S 7 edge.
 
At the Vodacom Menlyn branch, Judy Kometsi a sales consultant helped me. Upon signing the subscriber agreement, Judy asked if I would like to take insurance. I agreed and filled in the necessary information and signed an insurance contract.
 
My phone was stolen on the 13/01/2017 – When I returned to the store to claim from the insurance  I was advised that the insurance documents were never sent through.
 
The incompetency of the Vodacom Staff does not at all affect my contract, to my knowledge the insurance should have been processed. I am now waiting over 2 weeks for any response.
 
This is ridiculous.
 
If the insurance will not replace my phone, then I insist that Vodacom replace the phone or immediately cancel my contract.
 
As a customer I am highly dis-satisfied with the lack of communication from Vodacom – I have been told I will be contacted and no one has contacted me.
 
Warm Regards
Vivian Zhou

I provided 1 month's notice on 31st Dec for my contract on Red ADvantage that was ending on 31st Jan -[protected]. I received a bill for February for R1010.30. I spoke to Kaylie initially on 2/02 and she said she would sort out a credit. 13/02, I spoke to Ntombi, then Mbali and Olona - none of whom could provide a ref no. and Olona from accounts claimed to put me on hold when I was cut-off.

I was contacted by a Vodacom representative mid December 2016 whereafter I was told that I can upgrade my cellphone contract. The new upgrade amount was less than my previous premium per month, so I accepted. I was reassured that I will only pay R150.00 upgrade fee and my new contract amount from end Feb 2017. Today I received a statement where the amount is almost double as agreed upon (which I also cannot afford) I contacted them and I was told that I needed to pay this extra amount for another 3 months. Apparently a hand-set fee from my previous contract. This is completely unacceptable because Vodacom did not specify any additional hand-set fee charges to me. If I knew I could actually only upgraded in 3 months, I would not have upgraded then! I feel violated and see Vodacom as a non-transparent business. This WILL be my last upgrade with Vodacom! After 20 years of loyal support, I have had enough!

I travel frequently and make use of the extended absence greeting service on voicemail. However, with Vodacom's new voicemail system, I am not able to deactivate this message so I am stuck with an out of date absence greeting and with no way of switching it off. I have been in contact with the Vodacom Customer Care Centre on two separate occasions. The support staff I have dealt with have been very willing to help, however, they are unable to find a way to deactivate the message. It is embarrassing and unprofessional to have an away message from January stuck on my voicemail and I am unable to receive messages. I am completely stuck and unsure about how to proceed.

on many android devices u hit the minimization icon and u see all your apps open and so u can click out of it by tapping on the empty space around the app to take u out of minimization zone but on the power 10 it doesn't allow u that simple thing u have to hit the home button everytime which gets very annoying when u are busy ..so in conclusion vodacom need to provide a new update to fix is issue ...CANT BELIEVE THE PRODUCT WASNOT VEETD OR THAT THEY MISS SUCK A SIME ISSUE. PLEASE FIX ISSUE

I have a Samsung S6 on contract from Vodacom Chatz... My phone fell after about four months of using it and the back glass cracked. The phone still worked 100% after the fall so I just kept on using it as I bought a protective case and the back glass didn't bother me.

In October of 2016, the phone suddenly just didn't read my sim card one morning. I took the phone into Vodacom Chatz to see what the issue was.

They send my phone in to the repair "hub" for assessment..

After about two months of constant inquiries and endless excuses of why its taking so long just to receive an answer... never mind a repair.. they told me that the sim reader was damaged and needed to be replaced.. they however said that the sim reader was damaged by the fall and would thus not be repaired (the phone was still under warranty)

The cost of the repair is R 3400

I am not willing to pay this as I see the fall had no effect on the phone or the sim reader...

My family and I are devoted Android and Samsung users and we see this as bad ethical behavior from Samsung / Vodacom (depending on who's decision it was)...

Please look into this..

Regards,

Almarie
[protected]

We bought a Samsung Note 5 on 21/01/2016 from Vodacom Somerset West.

On 12/09/2016 the phone was sent in to the HUB for repairs by Vodacom Kleinmond (Store 21937). The problem experienced was that the phone did not charge correctly (cable charge, slow charge, fast charge) or sometimes did not charge at all. No replacement phone could be provided.

The phone came back on 22/09/2016. It was tested and it was found that it was still not charging correctly and was sometimes loosing energy even while charging. It was sent in for a re-repair by the same shop and again no replacement phone could be provided. After a further 10 days (20 in total) we received it back with a new charger but with an additional problem. The phone could not play audio, i.e. voice audio or music / songs. The problem was brought under the attention of the Vodacom shop staff but they could not assist in any other way but to send it in for a 3rd time. We decided against that option at that stage.

During December 2016 the handset started repeating the same charging problem. When connecting the charger it indicated the same problem as before, slow charge, cable charge but not fast charging while the correct charger was used. It was sent back the HUB by Vodacom Kleinmond (21937) on 24/01/2017 and it was indicated on the Manual device book-in confirmation that it was not charging correctly and also the audio problem was explained. No replacement phone could be provided.

While the handset was in for repairs, we were informed by people at the shop that we had to pay R540 as the battery needed to be replaced. We were furious that this was the result of a repeating problem that was not repaired in the 1st place. We however decided that because my wife needed her phone back urgently, to pay the amount requested and relayed such to Vodacom. The phone was subsequently "repaired" and we received it back on 10 February 2017 after 18 calendar days. Surprisingly it was mentioned on the paperwork that it was repaired under the 2yr warranty and the R540 was not payable anymore.

Up to this point the phone has been in for repairs for 39 days during the just more than one year owned. It was tested and to our surprise it was found that again the audio problem was not fixed and that the phone is not charging correctly.

The repair process as experienced and explained above must be quite an embarrassment to Vodacom. The handset is a particularly expensive one and to take a vital tool out of use for the amount of time above, specifically in the case of someone who is self-employed such as my wife, who needs and uses a cell phone daily is appalling to say the least!

We expect that competent people will sort out the problem as soon as possible and that the handset will be replaced as a matter of urgency.

Please contact me on [protected] as soon as possible.

Riaan Jacobs

I will like to complain about this phone and ask that you guys ensure that all your other services except calls and sms are stopped because this fone is chowing airtym that I don't have and budgeting on.
Just now few minutes ago I loaded R10 and it is gone!I spoke to dis service consultant two weeks ago and she advised me what to do to stop such.I did switch off all data connection and the likes but still my airtym is vanishing and I could really swear at you for this dis-service.
My phone number is [protected]!pls please can you help stop this nonses as ive had more than R30/R50 airtym vanishing and I only buy R5/R10 airtym so that I use what I have!imagine now ive only bought R10 and now it disappears!u think its fair!
Please if you guys are experiencing financial setbacks don't use us as yours scape goats!we are humans and only use yours fone for the little needs we have.
Stop manufacturing these stupid and selfish phones.We have computers if we need to surf the net or so as we have discovered that it costs more to buys yours fone then to use the computer.
Will really appreciate feedback and assistance regarding my complain.

Zama Gcaba
[protected])

I called the vodacom customer care on Saturday, 11 February 2017 at 11:50. To behind off with, the consultant was rude as she raised her voice as I was explaining what my problem was. I unfortunately didn't get her name.

Furthermore, I am complaining about how fast data depletes. Three months ago I would load 1GB worth of data, which would last me a month (with Internet usage and application updates) however, the past two months 1GB has depleted in less than two weeks. Furthermore, the rate (R2 per 1mb) used from airtime when you don't have data is ridiculous because message don't get sent on whatsapp yet your airtime is depleting.

I am unsatisfied with this and will be moving to another network!

I have taken out a vodacom top-up 200 contract in may 2016 and since the every month the line is cut and we get a sim not registered on network message. After visiting voda shops repeatedly is was discovered that it is a recycled line number and there is still money outstading of the previous owner on this line and then vodacom cuts the line. Te vodacom shop in festival mall is really trying to sort this out since november 2016 but i'm still not registered on the network. I'm paying the contract every mont but can use it. The only feedback which I get is that they are looking at the problem. , enough is enough I want to cancel the contract