Vodacom
Reviews and Complaints

look on hello peter - I don't know how you people sleep at night - your business ethic is shocking - no pride in your company or your work. I am surprised you have any customers left and believe me when I tell friends and family - they have the same complaints about Vodacom.

My "cross-border clients" keep on telling me how useless South Africa is and how service has deteriorated - Vodacom attitude proves they are right

Sonja Delport
[protected]
[protected]

I have a simple data dongle with R109 per month contract. for months I have not exceeded R109 and in Aug and Sept 2016 received bills for >R8 000 and > R12 000 resp. 4 tickets have been logged - 2 closed with no resolution or communication, 1 ticket they can't find! and now I logged another. Visits to Vodacom require waiting 30 min to 2 hrs. they tell me they have 'credited' my account as a 'goodwill gesture'. how many months will it take to reduce R22 000 credit?!?!?!?!? With so many complaints with regards billing, surely they look internally to their systems and don't just tell the client they are full of 'goodwill'... !

I use Vodacom prepaid, since 2006. Lately I buy data for r149 and it for a month. I use that for internet, Facebook whatsapp, etc. And I buy airtime for make calls.

Vodacom would send me a notification the my data is less than 5mb, then I will use it wisely so that I don't use my airtime for internet. But now they don't send the notification anymore.

I have complained so many times via telephone and I was told that maybe it network. After I complained they fixed it.
Now its happening again.
It is such an inconvenience to my life.

Can Vodacom fix this cause it really starting to irritate me and I want my airtime.
They even check their recordings.
My number is [protected].

I have 6 cellular devices with vodacom, 3 cellular phone contracts and 3 data contracts. Since moving into my new home 5 months age, I found that I have very little at most times no coverage. In the past 3/4 months I have logged numerous complaints with vodacom, I have even given them alternative contact numbers to contact me on, each time they will investigate but no one bothers to contact me back. As I am self employed, this has cost me a lot of missed business opportunities. Seems like even though I have been a loyal customer for well over 10 years, I'm just a number to them.

My samsung s7edge phone kept freezing. It was still under guarantee. I took it in for repair. They said it will take up to 2weeks to repair. They send sms in 5days saying that the phone is fixed. So I went to fetch the phone, and the next day it freeze again, so I took it back and booked the phone in for repair again. A week later I got sms to fetch my phone. 2days and it freeze again. I am not happy with this and asked them to replace the phone. They just took the phone and send it in for repair again, what must I do now. I need a phone so I need this issue resolved, it is 3weeks that I am without a phone

I took my phone that got damaged due to a fall to Vodacom Gateway and upon enquiring, if insurance will cover it, I was advised that I did not have insurance. I reiterated that I pay for insurance, however, the consultant (I can get her name if you so wish) grew irritated with me and advised that my insurance would not cover for such repairs.

My phone was sent off to a repair center and I was asked to pay +- R3500. I refused to pay.

I queried this with Cellsure and as you can see below, I am in fact covered. I am outraged and demand a solution. It has been over 30 days and should I no longer qualify to claim it will be due to a Vodacom representative/staff member.

Please advise as soon as possible. It seems that Vodacom customer care does not have any desire to help as I am yet to get a response from them to an e-mail sent a week ago.

Begin forwarded message:

From: Info Cellsure
Subject: RE: Phone insurance query [protected]
Date: 19 January 2017 at 08:30:58 SAST
To: 'Margaret Cane'

Good day

There is insurance active on [protected] for a Samsung S4. Any other device will not be covered

NES1048918 (Active)
Product
Handset Insurance Cover (2014)
Scheme
Standard Handset Insurance (2014)
Policy Holder
Ms MARGARET CANE
VSP CustomerNo
QC139923
Contract Type
Contract
Policy Code
NES1048918
External Ref
Dealer
19261 Vodacom 4 U Garden Route Mall Western Cape
Sales Person
Insured User
MARGARET CANE
IMEI
[protected]
CellNo
[protected]
Make & Model
Samsung S4 BLACK EDITION
Purchase Date
20 Oct 2014
Inception Date
20 Oct 2014
Status
Active
Payment Type
Monthly Electronic X-Fer
Bank Profile
N/A
Debit Date
1st day of the month
First Premium
1 Nov 2014
Indemnity Limit
R 7000 (B4)
Premium
R 129
QuickSim
No
Excess Buster
N/A
Captured By
FELICITY 20/10/2014 15:09:41
Endorsements
Check Now

Regards
Vodacom Insurance

Good day,
Dykhard Laage is an owner of 9 Build It stores. We have ported his number from Telkom to Vodacom, hoping for better service by Vodacom. According to Vodacom the porting was completed on Saturday, 28 January 2017 and the account was activated. Since he moved to Vodacom he can't make any calls and his data is not active. He is an important businessman, and needs to make and receive calls everyday. Thus, Vodacom is causing him to loose money. After we have phoned the whole weekend reporting this problem, there was said that there are no problems with this account and we have to switch the phone on and off. We have phoned Vodacom this morning again (Ref: A7/T778/TUSW - Ian Mzimba), and according to him, no data is loaded on the contract due to a network problem regarding the porting. A few aspects were not completed by the network and everything has to be syncronised from the beginning and this will also take a few hours again. Why was this not picked up the first time we reported this problem? Still the first direct debit is expected by Vodacom but they have not provided any service as yet. This is unacceptable, Vodacom is wasting our time and is also causing us to loose money.
There are 10 other contracts pending for business contracts. Should Vodacom regard Mr. Laage as a valued customer, they must please get in contact with him to appologize for this poor service, and if possible, compensate him.
Number: [protected]
Dykhard Laage

I am trying for 4 days know (since 27 January 2017) to get somebody at Vodacom to assist me with two technical queries. I want to set-up a VPN between 2 laptops.

The queries are:
1. What is the IP address of one of their DNS servers, so that I can use it to finalise a static IP address set-up on one of the laptops, being the Server.
2. I want them to unblock some ports (443 - SSTP service, 1723 PPTP service and 5100 - for Private use) as its shows, using the SHIELDSUP application, that my ISP is blocking all my ports on both computers. I do have e-mail and Internet services, seeing that they use ports 110 and 80 respectively. Otherwise all other traffic from outside my laptops are blocked.

I have done a full set-up for the VPN and only need these two queries to be resolved. Firewalls and anti-virus software were switched off temporarily on both my laptops, to make sure that I am not blocking any traffic.

I have spoken to nearly 10 consultants. Nobody knew what I was talking about and in most of the cases they put the phone down, after I have held-on for more than 10 minutes each time to get through.

The one consultant even shouted at me that Vodacom is not my ISP.

In one case I spoke to a Team Leader, but the same happened. She did not know what I was talking about and tried to convince met that it is my device, after showing very little knowledge of the subject. Then she wanted to speak to my wife, seeing that the Routers is registered in her name. That is where I decided that I need to lodge a complaint.

This is most frustrating, as I am dependent on them to set-up a VPN.

good day

Please note u had signed up for a 5gig modem, it was delivered to me in December 2016 and I was not happy with the product I called Vodacom and returned the product within 10 days

I have asked them to cancel this on their side but I was still debited at the end of December 2016. to date I have not been refunded for this

It amounts to a sum of R219

I have called in to enquire about my refund and was advised that it is reflecting prepaid so it has been cancelled but no one can help me in finding out when I will be refunded

I do not have the cellphone number as I returned the product immediately

PLEASE SEE EMAIL BELOW WITH THE REFERENCE NO
Hello DHINESHA NAIR,

The Vodacom deal you ordered online has been confirmed and will be delivered to you soon (see details below).

Order number: Y2046990

Your order details:

Product Quantity
Next Day Delivery Service 1
Top Dog Educational Voucher - R10 000 1
V C 64k DUO RP 1
Huawei R207 Router 1
TERMS & CONDITIONS A5 ENVELOPE 1

Your order number can be used to track the status of your delivery with RAM Hand-to-Hand couriers. Paste the order number into the ?Track and Trace? field on the RAM website: www.ramgroup.co.za.
We offer FREE NEXT-DAY delivery on orders confirmed before 12pm (subject to availability).
Online orders will be delivered during BUSINESS HOURS, Mondays to Fridays between 8am and 5pm.
Please make sure that you have entered the correct home or work address where you want your device delivered to.

Your delivery details: FOURWAYS BUSINESS CENTRE
WILLIAM NICOL DRIVE
FOURWAYS SANDTON
Gauteng
2191

During December 2016 Vodacom attempted to take an amount of R4 100.00 from my account through a debot order. The debot order returned as my vodacom account is usually no more than R1 200.00. At this point i had not yet received my invoice in respect of the amount of R4 100.00. I logged a query in respect of my account for December 2016 and disputed the amount charged for the data usage and immediately paid the undisputed amount as advised by Vodacom's customer care that i would have to pay. The reference number in respect of the query logged is: 1- ********** 406771 and was logged on 7 January 2017.

Thereafter I received the e-mail informing me that as a “once-off” gesture the outstanding amount of R2024.29 will be credited to my account.

In the meantime Vodacom proceeded to suspend my service due to the “arrears” on my account. I have been trying for the past two days to rectify this situation and have my account unblocked but with no success.

After speaking to almost 20 different people in various departments, the accounts department has informed me that they do not see the Credit Note for the abovementioned amount on their system and, as such, they are unable to assist me. The solutions team were equally unable to assist me.

I once again requested that Vodacom furnish me with the account for December, which turned out to be an amount for aproximately R3700.00 - it is baffling why they then attempted to withdraw an amount of R4100.00 from my account. Be that as it may, and after being on the phone for over an hour trying to sort the matter out, i was again informed that even with the credit note, i still have to pay a further amount

I have now been sitting without the use of my service for two days due to no fault of my own. I was not notified that Vodacom intends to suspend my service due to arrears on my account, which in any event is not the case as a credit note has been issued.

I will most certainly be reporting this incident to the ombudsman as well

On the morning of 12 January 2017 I realised that 600 MB on data disappeared overnight. I reported this Vodacom and I was told it would take 72 hrs to resolve. I received the following message on the 16th:

'Your query has been escalated to a support specialist. Your ref number is:[protected]'.
I've in the past three weeks called Vodacom's call centre four times and no one has a clue what is happening to my complaint. Till today I still haven't received any feedback from vodacom. I'm so frustrated.

I have been attempting (unsuccesfully) to upgrade my contract with Vodacom, and i have never come across an industry where a monopoly such as they have in the industry has caused service levels to drop to what they have. When you do manage to speak to somebody, they are arrogant beyond words. however most of teh time you cannot get somebody to call you back. They also mislead you- they quote you online one price for a deal, then quote a different price when you try and secure the deal.

I have also been with Vodacom for many years. As I travel in and out of South Africa. I travel in and out of South Africa a lot and when I was home last I was contacted by Vodacom asking if I wanted an upgrade. I agreed to an upgrade providing they could deliver the new phone during the time I was here. Time went by and I had to leave. Upon returning to South Africa I have discovered that my cheque account is being debited for the new upgrade which I never got and no longer want! I have tried calling 082111 numerous times either to be disconnected or put on hold. I have requested many times on line that some one call me so we can clear this up. I am now going to cancel the debit order at my bank and discontinue using Vodacom. I am frustrated and annoyed that they just went ahead are charging me for the upgrade. I made it quite clear that I was only in South Africa for a short while and they guaranteed me they would deliver in plenty of time. Well it never happened. I am finished with Vodacom now !

Why is it that a massive company has an admin staff with the efficiency of toddlers?

My account was suspended. The reason for this is because after multiple requests, Vodacom simply ignored me and continued to use whatever day they pleased for my debit order. This is not my actual complait as i understand that ensuring that incapable companies take their money is my responsiblity.

My Complait is the fact that i paid this account, including the "late payment" fees on Tuesday 24 January 2016. It is now Thursday. I have sent the Proof of payment through twice and spoken to 3 consultants who all assured me my line would be unlocked shortly. Atter loosing my temper i now spoke to a supervisior. Who has now informed me that my account will only be unlocked "sometime next week"

I will be going to my nearest vodashop over the weekend a cancelling my contract.

I'm seriously very upset with vodacom I have been a vodacom customer all my life with never really big problems but since I took out two contracts a few months ago their overcharging me on my instalment, taking my airtime for no reason and now because I had a problem with my debit order not going off on the 1st of January their charging me extra even after they sended me a message saying I must pay my account to avoid any extra charges while they already added extra charges. Their seriously lying to their customers and must know that I'm changing my network and will advice anyone and everybody I know and come across to change their network
Thank you
Mitzi Keyter

In November I upgraded my contract that I've had for over 15 yrs to a top up contract. Its over 2 months and Vodacom service has been pathetic. i've made several calls and i hear the same story, "There's an error on the system". The call center agents are rude and dont know how to handle calls. The legal department just drops the calls after a few calls to them. Service from Vodacom is shocking, no wonder clients have moved to other service providers. I will definitely not upgrade again.

Taken out a contract with 2 phones ... one for me and the other for my son. Took the option off taking out insurance on both phones and this has been deducted with the monthly debit order. When the one phone got damaged in May 2016 we took it in to the Vodacom shop in Richardsbay shopping centre (Board walk) where we purchased it. They booked the phone in and told us it might take up to 3 weeks because the phone goes to the repair centre in Umhlangha. After about 4 weeks I went back to the store to query on when will we get the phone back. They then realise that the phone has been lying in the store ... not fixed because I have to sign a form from the insurance to pay the excess of R150. I asked them why no one has contacted me because I would have gone in to sign it because I really need the phone for my son that is only 16 and travels back and fort every day from Mtunzini to his school in Richardsbay . They booked the phone in again under Job number [protected] and gave me the Managers number for the repair centre (Malcom- [protected]) NO ONE contacted me again and the whole "run around" was repeated again where I had to go in and query about how far they are with the phone and since then they keep on giving us the run around. In Nov last year I just gave up and went to another shop in the same complex for help where a very nice young man (Ty de Eager) tried to help me but he couldn't get any joy out of them either. He contacted one of their consultants and requested a copy of the contract and she said she will have it the next day ... when he enquired about it the next day he also got the run around with excuses like she printed it but don't know where she put it. After this I went in myself to the store and got the excuse that she is not at work whereby I insisted to speak to their manager. He promised me he will resolve this and refused to give me the shop owners number. I had to go back again because he didn't contact us and now he is giving me the run around. One of the girls in the store send him an e-mail from her computer in the store to contact me and this still hasn't happen! If I cant get this resolved I'm thinking of going to the media because this type of behaviour by Vodacom has to be exposed because they just do what they want and are stepping on the actual people keeping them in business. My contact details - Susan [protected]

I've already sumbitted a complaint regarding this... This is merely an update on the situation.

I finally received the nano sim for my new device and did the sim swop, so my new device is now finally working, after 1.5 weeks of being on the phone everyday, multiple times with vodacom...
But! Now my data isn't working and now I have to pay extra just to see who of my own saved contacts are calling me (Otherwise everything comes through as "unknown") , and to top it all off i've been charged the "activation fee" twice within 2 days, first for the new number that I never wanted (Because when I did the application I specifically requested, more than once, to keep my old number) and then again for my old number after the contract was migrated onto it...

So as you can imagine i'm thoroughly fed up with vodacom, in particular their telephonic sales services.
This is possibly the most infuriating last two weeks that I have had. I have had to spend so much of my time trying to sort this out, and when one is working full time you don't have the luxury of having all the time in the world to be on the phone to fix mistakes other people have made.

I really expected better from vodacom.

Good day

I'm not happy today with your service. My question to vodacom is what is the meaning of night owl data? Isn't it supposed to be from 12 at night until 6 the following morning? I updated my tablet just after 4 this morning and what happen? Vodacom charge me r498.73 for out of data bundle even that I have 1.24 gb left on night owl. How in the hell is this working or is it just another scheme to get more money out of your clients? Please explain that to me!
And another thing is I try to buy data during the day and I get a message no products available. What is going on with vodacom service?

Your response will be highly apreciated

Regards

H kruger

I have been using the number [protected] since 2002 by Vodacom and had contracts since but in 2015 April my husband paid Vodacom outstanding balance and asked to place the sim on prepaid.we purchased new Sims and had been using the number on prepaid since then until November when the line was then off the network for charges for August but if on prepaid what charges am I liable for.the contract was long ended but the service of Vodacom stink.no there's no words for how bad there service is gone. In Jan 3rd while on holiday I visited the Vodacom Store in nelspruit only to wait and the consultant recorded a complaint and enquire till this day the 26th on Jan a month later I didn't even get a call back for Vodacom as I loyal customer for so many years this is the thanks I get.
Clearly dissatisfied