Vodacom
Reviews and Complaints

I J Adolph opened a data contact [protected] from Vodacom that cost me R448 per month I stipulated that it should be blocked when I reached my monthly limit this was done for the first 3 months and I have no issues with Vodacom.
Then in Nov my payment went off for R1191.26 and I started to query what was the extra charge for.
I then found out that Vodacom migrated to a new system and made my data account and open line without my consent on the same day I was told my bill was R7336.44 I was shocked.

I then received a letter from Vodacom stating that they would credit my account with R3764.00 this is daylight robbery because they want me to pay for a product I never signed a contract for why should I pay
an account that Vodacom made a huge error on if the block on my data account was not removed by Vodacom my bill would have remained at R448 per month due to their negligence I now have a remaining bill of R5460.00
Which I’m only liable to pay R448 x 3 months instalments.

I can’t believe that Vodacom calls me a valued customer and yet they trying to fraud me out of money that I’m not supposed to pay due to the fact that they fiddled with my account. I need this account to be rectified as soon as possible. The one who made my account and open line needs to take ownership of their mistakes and restore my account to the contract I signed for.

I also logged numerous queries one was answered and the other closed as resolved with no resolution at all.

1) [protected] This was the credit given a once-off gesture of goodwill, Vodacom will credit your account with the amount of R3, 764.65 (REALLY)
2) [protected] Closed without a resolution given to me
3) [protected] Closed without a resolution given to me
4) [protected] Opened again on the 09-01-2017 (most probably they will say resolved without giving me a reason for saying its resolved.)

I now phoned vodacom customer care twice this year in order to have my id caller activated, the last call were made last thursday with the promise that it will take up to 24 hours to activate.

To date hereof still no id caller. How many calls does it take to rectify this. Never when taking out any of my contracts with vodacom was I even asked if I am interested in the id caller.

This is so frustrating and not acceptable.

I phoned 08/11/2016 do do a premature cancellation quote, i received the quote already 08/11/2016 and made payment same day. on the call i made i requested that no futher debit order should be debited and the call centre employee confirmed that the amount on the quote is the final amount.

12/11/2016 i received yet anoted invoice and end of November Vodacom debited the amount. i have confirmed that it is unauthorised and sent the debit order back same with December.

i have 2 issues! every time Vodacom debits it is R100 more and it costs me R145on bank charges every time. i have requested Vodacom to listed to the recoriding of my cancellation and you will hear that they confirmed no further debit order. this is not treating customers fairly! i have done my part and now Vodacom is not keeping their end of the deal.

please see that this is sorted asap.

I am just wondering if you give false advertising all the time. I upgraded to the Sony Experia X Compact 4G where your advertisement states you get 12 movies while stock last... Fine no stock left I accept... But in store you advertise on big boxes...and online guaranteed gift this summer (as far as I know it is still summer) when getting upgrade to this contract that you get a water bottle with speaker... Yet still only while stock last... The previous time I upgraded it was the same thing and now again. There is just never stock on all this so called stuff you get with your upgrade... So I am wondering if this isn't just fake advertising to trick us into taking certain upgrades where you then just use the excuse "no stock left"... The first time I accepted it but now I am thinking this is a scam... Not happy with Vodacom at all. They do not keep their end of advertisements...

To whom it may concern,

I have two lines with Vodacom namely :

[protected]
[protected]

In December 2016 we requested that both handsets be upgraded with no change to contract packages. We were telephonically advised that the call centre agent had mistakenly migrated the contract on [protected]. The new handset was delivered but not activated as we were advised it would be collected. I am now paying for two Red advantage packages instead of one Red advantage and a Top Up contract.

Several phone calls to no avail have left me in despair and I thus advise that this matter be tended within a week or I will have to contact the ombudsman.

Your urgent response would be appreciated

Johann Du Toit
[protected]

I have been a customer of Vodacom for a good few years now and always admired the service I received. Recently I played the play everyday promotion and won one free song download. when I clicked on the link to download the song, I got an sms to say thank you for subscribing to a weekly 3 pack of songs at R9.99. I have call the call centre and they advised me to send an sms to 31050 saying "STOP ALL" and the subscription would be cancelled. it has been two weeks now and I am still being debited for this R9.99 a week. I need this canclled and my money refunded to me as I did not agree to any of this.

I have been with Vodacom since 2005. However last year 2016, my airtime is in my phone and within hours its gone as well as my remainder data, even when my cellular data is turned off. Subsequently I am having to spend even more money on cellphone for airtime, over and above my contract price. I find this inexcusable and I am terribly unhappy with the situation, and I refuse to pay more money each month. The monthly amount is disappearing within days of receiving it. In addition, I went into Vodacom to sort the issue out and I was told that it would be and I am still sitting with the issue. While I was there it also came to my attention that I have been receiving bills for my contract that is much more than I am meant to be paying!? This is not fair on me as a consumer and I believe customer services should be one of your main priorities.

Good day

On the 16/09/2016 Vodacom phoned me to say that my contract fee (airtime) will go from R250 to R190 and I will be receiving a free tablet for being with them since 2007 with no additional cost or no new contract. ( i do have the call recorded for further use)

so I received the fee tablet.

October 2016 I realised I am paying an R250 extra and phoned Vodacom to find out what is going on on my account.

They said they will have a look at it. (well nothing happened neither did anyone come back to me)

another premium went off (so by this time Vodacom owes me +-R500)
so I phoned again - I have to speak to different people telling the same story over and over / or the phone call gets cut off while they put me on hold (and they won't even phone back - they do have my details)

every time they say they can see I have phoned before and the issue have been closed (without resolving)

so November I phoned again as my account was in arrears (and another R250 went off my account) and got an sms. (explaining to a few different people over and over again) still no help

I went on holiday December and my phone was suspended on the 21st of December 2016. So I phoned and they said they will have a look - after a few attempts calls got cut off and still no help.

I went to Vodacom shop in Knysna and they help and phone where customer care said my phone will be back on between 4-7hours as they can see there is a sim never been used (as i did not take out a new contract)

after 12hours of waiting and phone still off i phoned again - then they said to me that i have been a cash payer and need to make a payment. I explained that i have been on debit order for 9years - they can't see that and don't have my banking details and can give them and they will sort the debit order - Why must i give out my banking details over the phone ...after being on debit order for 9years?

when i try phoning lines are busy i must phone back later or use self-help

this is sooooo ridiculous as my phone is still suspended i can't seem to get help with customer care

so will vodacom actually pay back the money they owe me or deduct the amount of what i am due and what will happen to the data and airtime i have lost so far and will after paying?

my problem number is [protected]
Bernadine Perucatti

As you will see below, this situation started already in july 2016, after my father passed away. Please help!

Last e-mail sent to legal department on 09/12/2016, a month ago and still no reply:

Good day

I am now really angry with this whole situation.
I asked please that someone help us to transfer my mother’s number, [protected], to her own account and close my belated father’s account and cancel his 2 numbers. Her number became active again, so we thought everything had been done at last and is now settled.
On 3 nov I received a statement of my mother’s new account, with only 2 payments on which I did, because the debit order did not go through, so I paid something so that the number stays active.
I phoned vodacom, no success. I then created my mother’s number online to see if I can get a statement. It still is on my belated father’s account, 5 months later. I went to vodacom grove yesterday and was told I have to pay r 2500 to close the account and transfer the number to the new account!
My belated father still gets invoiced, how ridiculous is this! Would be a great story in the media, after all documents were completed and the death certificate attached!
Again no one seems to care!
I have also attached the e-mail that the grove manager printed yesterday (Last pdf document). It was not sent to me, how should I have known that an amount was outstanding?
I have also attached the 2 accounts as it is now.

I await someone’s urgent reply please!

Antoinette snyman
[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: thursday, august 11, 2016 2:10 pm
To: [protected]@pharmail.Co. Za
Cc: 'craig ortman'
Subject: fw: mrs as roets - [protected]
Importance: high

Middag antoinette

Ek het die dokumente verlede week al aan vodacom gestuur om die transfer te doen, sien aangeheg die waybill. Ek het nou weer als aangestuur na hoofkantoor toe, ek wag net vir n antwoord. Ek het ook nou vir michelle gevra om ons te help, sodra ek terugvoer kry sal ek jou onmiddelik laat weet.

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: 11 august 2016 02:00 pm
Subject: fw: mrs as roets - [protected]
Importance: high

Good day michelle

Kindly assist with below query, I did sent the documents to vodacom as requested last week, but no feedback yet. Could we please try and assist this client as a matter of urgency. Please see attached mails with correspondence, I also attached a copy of the papers requesting for the transfer etc and a waybill number as proof that we did sent the documents. Waybill number rw15586052.

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: antoinette snyman [mailto:[protected]@pharmail.Co. Za]
Sent: 11 august 2016 01:08 pm
To: 'jacobs, delray, vodacom south africa'; 'vodacom shop the grove admin'
Cc: 'nako, thuli, vodacom south africa'
Subject: mrs as roets - [protected]
Importance: high

I have not heard anything from vodacom with regards to helping us activating my mother’s number again. She is now without a phone since 20/7/2016. After several promises and nothing done, it leaves us with no other option as to take this pathetic service from vodacom to the media. Can’t believe it can be so difficult to transfer a number to a new account and close my late father’s account. My mother is 75 year’s old, alone and needs to have a cellphone to contact us, but vodacom does not care at all!
No other communication was received from vodacom, except from surita that tried to help, so no customer service exists within vodacom!
I tried to call yesterday again, still inactive, can’t help, I should rather call the legal department!
Excellent timing to also move our 3 other accounts!

Antoinette snyman
[protected]

From: jacobs, delray, vodacom south africa [mailto:delray. [protected]@vodacom.Co. Za]
Sent: friday, july 29, 2016 1:35 pm
To: vodacom shop the grove admin
Cc: nako, thuli, vodacom south africa; [protected]@pharmail.Co. Za
Subject: re: renier jansen van vuuren - [protected]

Good day

I’ve noted that and thus has escalated the matter internally back to legal to resolve. Thanks

Regards

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: 29 july 2016 01:07 pm
To: jacobs, delray, vodacom south africa
Cc: nako, thuli, vodacom south africa; [protected]@pharmail.Co. Za
Subject: re: renier jansen van vuuren - [protected]

Good day

The wife does not want to take over the whole account, she only want to keep her number, [protected],

Please then inform the client who she must contact etc, as we have been sent all over to all departments to get this resolved. Keep in mind that we started with legal in the first place.

Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: jacobs, delray, vodacom south africa [mailto:delray. [protected]@vodacom.Co. Za]
Sent: 29 july 2016 12:19 pm
To: vodacomshop. [protected]@vodadealers.Co. Za
Cc: nako, thuli, vodacom south africa
Subject: re: renier jansen van vuuren - [protected]

Good day surita

I view as per the attached requests the accountholder mr. Renier janse van rensburg is deceased.
The matter for transfer of ownership would be required to be escalated to legal department to logged the matter with deceased late estate.

In the event the client wife would like to take ownership of the entire account, transfer of ownership will be discussed with her.
I can however confirm the customer account is on current and last debit order has been received this morning however; we will only be able to confirm is payment was successful within 3 working days.

Regards
Delray

From: nako, thuli, vodacom south africa
Sent: 29 july 2016 01:15 am
To: jacobs, delray, vodacom south africa
Subject: fwd: renier jansen van vuuren - [protected]

Hi delray

Please assist with the email below.

Kind regards
Thuli

Sent from my iphone

Begin forwarded message:
From: "antoinette snyman"
To: "odendaal, donovan, vodacom south africa"
Cc: "nako, thuli, vodacom south africa", "mogwaneng, bo kali, vodacom south africa"
Subject: fw: renier jansen van vuuren - [protected]
Could someone please urgently let me know when my mother can use her number again? We have requested the transfer on 20/7/2016, but since this week, her number – [protected] - is suspended.

Antoinette snyman
[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: thursday, july 28, 2016 11:27 am
To: [protected]@pharmail.Co. Za
Subject: fw: renier jansen van vuuren - [protected]

Sien ook aangeheg al die ref nommers

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

I am on a 200 top up contract and on the 1st of january 2017 i checked my airtime as i did not reciev an sms and the amount received was r97.00. No notification received. When i called the agent said i have been subscribed to a web where even though you say do not subscribe you will be subscribed automatically. The request to unsubscribe has been sent and i will be refunded.This process will take from 24 hours up to 7 days.
On the morning of 2 january all my airtime was gone. This is with my mobile date off. Ever since i have been with vodacom i have been paying my full premium of r345 and after the 5th of every month( 5 days later) i end up buying r30 airtime and r30 data daily and wake up to no airtime and data. On 3 january i spoke to chatule in the cancellations department with reference number [protected] who i asked if i can get a quote as i do not want to be on the contract anymore and she was unable to send me the email before 05/01/2017. Chatule confirmed that i am able to settle my handset only for the outstanding amounts of months and she will forward me the quote on the mentioned date.Should i settle the full amount with the airtime included i will get my airtime as soon as my account is settled.This was confirmed by her team leader. I spoke to boniface on 03/01/2016 who confirmed that this is wrong information in reference [protected] and that i will not get my airtime. On 05/01/2017 i called again and spoke to sarah who up until today also have not sent the quote or the information that i have requested on that day. Reference 1/[protected]. I am disgusted with vodacom and i do not want to discuss anything with you. Send me the details as to how i can settle my account and the amount. I do not want any consultant to contact me as you have no idea what excellent customer service is and you are ripping off our people and stealing our money. I want my settlement amount no airtime i will only pay for the device and move to a different network. You have my email address it has been corrected.

Hi good day

I spoke to your call center / accounts department a few times already still no one can assist me with my problem !According itc I am in areas with vodacom for the last 5 months for the amount of r844 something, but when I phone vodacom they say my account is not in areas and they cant see anything wrong !So please will someone help me to with this problem !And can you please fix this problem with your back office so that my life can go on !This is a problem from your side please fix it !

Cell number: [protected]

I have or had 3 contracts with vodacom. I cancelled 2 in october/november. Vadacom employees no nothing about this. The employees are absolutely incompetent. They have no knowledge of any cancellation. I asked for bank details to pay r219 for the last contract. I was given the wrong bank details.

I am not paying for cancelled contracts. I need information from a competent person to settle the last contract.

I'm switching to a network with well trained employees.

Coral meyer

I had a Pre- Paid blackberry phone. every month they dedected R59 from my available call minuts money. On 22 Sept. 2016 I took out a contract with Vodacom, because I was informed that the Blackberry BIS will expire in Dec 2016. And the Blackberry BIS was cancelled. AND now the problem is; They keep on deducting the R59 from my available money EVERY month and the SMS I got on 8Jan 2017 says that the service is extended till 7/2/2017. So they will deduct again on that day. I went to the Vodatshop 3 times and I called your call centre and still it is not fixed. they submitted a complaint under the ref: EC-04FW-2UR2E2. AND I NEVER got ANY respons, . I NOW COMMAND that this problem to be resolved AND my mony R236 be paid back to me. please attend to this problem because it is a fraudulent deduction on your part. thanks. N Stols. cell nr [protected]

In addition to my previous complaint Posted: December 24, 2016 by Hein Jv Rensburg

On Thursday the 5th of January, I purchased 100meg. The data was not allocated and airtime was used at R2 per Meg.

On Sunday the 8th of January, I won 250 Meg on Play every day and confirmed via SMS's below and again airtime was used at R2 per Meg:

"Vodacom has rewarded you with 200MB for 7 days to use until 14Jan. T&Cs apply".

"Vodacom has rewarded you with 50MB for 3 days to use until 10Jan. T&Cs apply."

I phoned the call Centre, after 30min holding and speaking to the agent my call was dropped. Thereafter the option to speak to a consultant was not available to me anymore.

To reduce the cost, I then went with the goal to reduce my data cost and changed my price plan from 79 cent plan to the NXT Level plan and received the following confirmation SMS:

"Your package migration has been processed"

I the proceeded to make use of the reduced data offers only to find out that the package is for under 25's only. This could have been checked against my ID before activation.

The migration furthermore charged me approximately R2 per minute where I was charged 79cents before.

Please refer to my previous complaint as none has come back to me either - number [protected]

Regards,

Hein Jv Rensburg
Bcompt Hons CTA
[protected]

I recently updated the my vodacom app on my phone and found the balance widget missing/not working. After replacing the widget with the new updated one it only displays "loading". Now to show your balances you need to enter the app first (Thus rendering the whole concept of the "balance at a glance" widget useless) and all so that vodacom can force clients to repeatedly reject a service they not ask for or want before they can see their balance. Your parasitic #$%#@% company is unlawfully and distastefully forcing me to subject myself too forced advertising of your stupid competition in order for me to access my balances. This is a new low. Preposterous, utterly ghastly and fundamentally lowlife behavior from a service provider. I am leaving vodacom, I don't care what new troubles I will experience with other company's or at what cost im doing so. This is the most desperate, most intrusive and utterly f##ing a**hole behavior I have ever come across. Shove your widget, your competition and your entire company up your ###. I wish you all the worst and hope you cease to exist in the near future. Im sure this is just the start of a long line of enraging experiences you will force clients into. You are a company not a stall in a flea market. Don't pester clients with bull#### like this like we are brain dead tourists here to enrich you. My word you should sponsor the anc, you have so much in common! Thank you and have a nice life u parasites.

To whom it may concern.

Both my partner and myself have been life long vodacom clients and recently my partner went to Kolonade vodacom for a dongle and data deal. Unfortunately the sales person did not properly explain it and the deal was misleading. He understood that the dongle will recieve 10gigs data a month but after the debit order went off and only 5 gigs came in we realised we did not get the offer we wanted.

Please assist us in having this deal cancelled for number [protected] with immediate effect. We will pay the amount of data that we used but we cannot afford this amount monthly for 5gigs of data. Please urgently advise when we can bring the dongle back to the branch but in the meantime disconnect the sim immediately.

Hoping to hear from you soon.

Regards Cherise Pienaar

Names dealt with: Nombulelo, Zanele, Lindeni(Girl), Mampho(Supervior from another department)
Hipersia - Manager of Lindeni- supposed to call at 14:00 and has not done so yet.

I am typing this email with me terminating the call at 51 minutes and 10 seconds with no resolution.

I requested to speak to a senior or higher management but was told they are in a "stats" meeting which is of no use to me.

I was told i cannot do an upgrade yet my due date 3months prior is this month January.

Spoke to all the consultants above and none were able to assist me. Spoke to a "supervior" advising me that she will transfer my call yet she put me through the normal customer care line again. Yet i told her i have been authenticated so many times.

Amoung everything else i am the main account holder yet my secondary number is receiving smses for me.

Please take this as a formal complaint. I expect a call back urgently.

[protected]
Kirana Naidoo

My husband took out a contract, that included a furby device, the problem with thia is that the furby just stopped working after 2 weeks, so we went to the canal walk branch where we had to wait for 20 min for assistance as we were directed to a table with no one to helo, eventually after getting fed up with waiting I asked a Manager called Omar Abrahams to assist, so we then found out that we were the first cusomers to return this and that they did not know what to do, so eventually after phoning around he hot details of the furby reps and they did not pic up, we were send on our way with a promise that he will phone us that same evening or the next day and yet we are still to receive a call after two days, my concern ia that end month the debit order will go off and we will still sit with a broken device and a nagging child asking us where his furby is I am really hoping someone will assist, as I dont mind complaining daily

There was an extra billing item that states content services. I phone Vodacom and ask what this item I'm billed for is. They said it was a WAPS subscription service called Phonecrystal. Nobody can assist me regarding this matter and said It's my problem and must phone Phonecrystal myself to find out who subscribed to the services, but the number they gave me doesn't exists. The thing is this is a data contract only and the sim card is placed in the router. I almost never look at the sms's send to that number. On the 2 of October "someone" subscribe me to that service, I did not received any sms that I replied to for conformation to the subscription. What is even stranger is according to the sms they send on the 2 October the subscription fee is R5 a day. But Vodacom billed me for October R135.12, and according to me R5 a day for 30 days is R150. November the billed R90.07 and December R266.36. Now I do not know what to do?

on Saturday the 7th of January I placed a call to the Vodacom customer service centre via the 111 number to complain about my airtime and data that had mysteriously depleted without warning and I spoke to a consultant by the name of Nomsa who after me explaining my problem just hung up on me, I then placed yet another lengthily call to the Vodacom service centre again to which I was put through to a consultant by the name of Pretty who listened to my problem and after checking on her system told me how my data had depleted due to my internet connection as is the norm with your responses to our data issues these days, I then continued to explain to her how the balance on my phone is totally different to what she was telling me and she started to be rude while giving her responses and went on to tell me how the information I saw on my phone was wrong or I didn't see correctly implying that I had sight issues.
I then continued to tell her how I feel my issue is still not resolved and how I wish to speak to someone higher who could perhaps help me with my problem and she again like the first consultant hung up on me. As a loyal Vodacom customer I feel very mistreated by the level of service I have received from these two consultant namely Nomsa and Pretty, I'm also very dissatisfied with how lately Vodacoms data seems to deplete lately...your prices are high when it comes to data and it does not last either, without warning you find yourself without data or airtime within seconds of recharging.
please look into my complaint and see that no one else gets the level of poor service that I received today.
Stephen Madibane.