Vodacom
Reviews and Complaints

Since October last year I have been charged for sms's informing me of my daily billing. Which I have not been receiving despite my calls to your customer care number 082111. I would like my account credited and this sorted out asap please. Can you also tell me why when people sometimes try phone me there is a voice message saying that my cell number does not exist or it just cuts the calls off ?
My cell number is [protected] ( I have a dual SIM card )
I would also like you to tell me what is going to happen with my son's Sony Xperia Z3 cell phone bundle that I am paying for, as the phone just stopped working in October and I was instructed to take it in to be checked as it is covered through Vodacom insurance. The phone was returned 3x and sent back again as it was still broken ( dead-would not switch on). This went on from October until 14th December ! Despite all my numerous calls and emails of which I am still totally disgusted with ! Since I received the phone back it works then starts giving problems again. It's an ongoing problem and in all honesty I am fed up with the " so called Vodacom repairs dept " as I feel the phone should have in all fairness been replaced given the fact that it went back and forth with the same problem. Which you are more than welcome to confirm with your East Rand & East Gate Malls, as I made them check the phone before I was prepared to take it home. Much to my disgust it was still broken ! So I am seriously reconsidering renewing my contracts with Vodacom.
My son's phone is a Sony Xperia Z3 with the watch cell number : [protected]
Regards
Yvonne Munro

In january 2015 I upgraded and got a handset on which I had to pay for 24 months. Now 24 months later I want to upgrade again but they say I have to pay the handset until april which makes it 27 months. We have spoken to customer care and accounts but they say the contract comes to end in april that is why we have to pay the handset until then. But on the invoice it says 24 months handset installment not installments until the contract ends

I have cancelled a contract from Vodacom within 2 days from receiving my Portable Wi-fi router. This was in August 2016. The person from the "Cancellation Center" confirmed the cancellation and that Vodacom will refund me for the debit order they have taken.
Since then, Vodacom still takes my money every month by debit order.
Today, 03/01/2017 I called Vodacom's account inquiries. They told me the contract was not cancelled according to my account. He then transferred me to cancellations, where they confirmed the contract was cancelled in August 2016. This whole conversation took 25 minutes, and afterwards they gave me yet another number to dial. I still have no answer to what is going on with my account and if and when I will receive my money back.
I will never take another contract with Vodacom
Yolanda Myburgh
Contact no. [protected]

On saturday, 31 dec I phoned vodacom retentions dept and asked that my tablet contract be changed to a pay as you go. Later that same afternoon my cell contract, upgraded that same morning was cancelled! And my tablet still working! On 1 jan I phoned retentions department again where they recognised that the wrong number had been changed to pay as you go and send an e-mail to reactivations to reactivate my cell contract [protected]. I asked that my tablet cell ([protected]) no longer be changed to pay as you go. It is now tuesday, 3rd jan and nothing has been done to correct the error!

I have requested a new phone on 28 des 2016 - and was told it would take one business day, after texting phoning facebook email, no callback. Ram courier also does not have the tracking number vodacom send me. What a joke, only to be told today, that the phone is still in the warehouse and would take some time to get out. What about 1 business day delivery, as promised in all the websites and posters?!?!
I have been phoning this whole day, only to be cut off or transferred and then cut off. With each call a min of 20min on hold.

Does vodacom care at all what the customer say - or the promises they make but do not keep?
Al I want is the phone I ordered to resolve this asap

You can contact me +[protected]
And please do not send me an email - we can not get hold of you, you did not phone.

Vodacom in Riversdale is Pathetic. I have given my phone in 3 weeks ago for repairs. After two weeks of no response, i went hear if there is any news. The women named Henriëtte is so rude, and not helpful at all. She sat there and said vodacom will sms me when my phone arrive. I told her they won't get hold of me as my phone is in for repair and an iphone simcard is smaller so won't fit into another phone. She blatantly told me that I should buy an adapter. I told her i'm not going to spend any extra money where she then irritatingly agreed to write another number down where she can reach me . Without knowing who I am she wrote the number on the calendar infront of her. And then stared at me. I asked her if my phone was sent in said yes she thinks so there isnt any phones everything was sent away.Today a week later I went back. A new guy (very friendly and helpful) was working. I told him i sent my phone in 3 weeks ago. He then said the phone is back he don't know for how long but it came last week. When I tried to switch the phone back on nothing happend. He immediately called the technician which then told him they couldnt fix it because my phone's "find my iphone" was on. I am furious because till this minute I have not received any message and I feel that if I didnt go there today my phone would've just stayed there in the cupboard with all the other phones. and if i knew we could have fixed it earlier. I told him she wrote my number on the calendar. He then told me she already threw that one away.

03/01/2017
I called in on the 01/01/2017 to inquire not receiving my package data and airtime the consultant who helped me told me that by the end of the day i should receive my package bundle, on the 02/01/2017 i still have not received my package so i called customer care again to try assist me with my problem the consultant then escalated my query to a support system with REF: [protected] and was told that i should get feed back in 3 to 4 working days, today the 03/01/2017 i receive a message from Vodacom which reads, Thank You for your support. your query with ref number [protected] has been closed. i then call customer care reason been my query has not been resolved at all, the consultant explains to me that i have received my airtime but its been used on the internet he then guides me through my phone to my data usage which then shows me i only used 100MB on the 01/01/2017 so my conclusion is i must have received the airtime if i was able to use 100MB on the 1st but now i want to know where the rest of my airtime is if only 100MB have been used because never will 100MB cost me R110 so where is the rest of my airtime and the more i explain this the less answers i get and the more the consultant raises his voice at me i ask to be put through to a manager but instead i get put through to a team leader i explain the exact same thing to her and get also very little answers and eventually i have the "Team Leader" raising her voice at me then she said she will put me through to a supervisor but i must know i will get the same answer but i never had a chance to to speak to a supervisor because the phone was put down, at the end of the day im still sitting with no answers its been 3 days. ( Not a Happy Customer at all )

What must I do to get the correct tax invoice every month. Every month I have to phone in to get the correct invoice. My December invoice was dated 1/6/20016 and I need the invoice for payment from my company.

Every month when I phone then they tell me that they sorted it out. at one stage they told me that they have a problem with the old accounts.

Every time when you phone you have to wait in a cue and when you get through they must transfer you to another number, then you wait in a cue again and it carry on like that. Or they tell you to phone a number and when you dial, you wait a long time and nobody pick up.

When I go into Vodacom4me I have the same problem with my account and the amount for phone number [protected] is not the contract amount.

Today when I phoned in and explained my problem they transferred me to the legal department for arrears.

Please sort out this problem on [protected] As it is my main account for all five of my contracts.

Regards
J P Lubbe

I upgraded my phone on the 23rd of november 2016 to a sony xperia m via the voacom online services to which someone had to call me back. They then did call me back to complete the upgrade. We spent around 15 minutes on the call to go through all the terms and conditions, delivery address etc etc and all was completed. It is now the 3rd of january 2017 and I have still not received my phone even though I am being billed for it. I have called in no less than 11 times now already and spoke with numerous people telling me that the order is showing as complete. I have not received my phone and none of the agents are helpfull at all and no one ever gets back to me. I have to call in each time and hold 15 minutes before I get through to someone only to get told they will escalate the issue. Nothing ever comes of it! The last person I spoke with now was called celest and I spoke with her at 11:39 on the 3rd of january 2017. I said that I will now take to social media as well as hellopeter and then finally the ombudsman to which she replied she agrees that I need to take it further. I think this is disgusting that even the call centre staff has to reccommend that. I will take it further so vodacom, I give you a headsup to start gathering all the recordings linked to my accountas you will be needing them very soon. I urge anyone currently with vodacom to seriously rethink doing business with them as they were always very good but wow I cannot believe the service now. Next step ombudsman

I upgraded my account and received 10 gig from Vodacom in November 2016, in the 31 st of December I had about 5 gig left, all of a sudden on the 1st of January 2017 they informed me that I have depleted my data, how is that possible as I have been using a Samsung phone from S3 to my current S7, I know how smart phones operate. I always ensure that my mobile data is off when I'm not on social network. I did call Vodacom to ask them how did 5 gigs of data and R200 airtime jut disappear and I'm still waiting for an answer. I have been vodacom's customer on contract since 2003 but as from now I want nothing to do with them as they rip people off. I WANT MY DATA BACK!Very dissapointed in VODACOM. I was given this ref number [protected]

I'm so disappointed with vodacom. On the 1st of january 2017 I received my monthly airtime of r300 and I already had +-r120 airtime. All of it is gone with my 1gb data. What is going on? I called vodacom customer care and they are telling me stories I don't understand. I'm really puzzled what could finish r420 airtime in 2days. Secondly I never get notifications on this number if i'm out of data. What kind of service is vodacom giving us as we're paying customers but they still want us to pop out more money on top of the service we should be receiving from them

On Thursday, 29 December, I visited Vodacom Brooklyn (Upstairs) to do a sim swap and data transfer. The data transfer was handled professionally and efficiently. Then, the problem started: The lady who was supposed to do the sim swap was continuously chatting with a co-worker and thus never did the correct sim swap. Instead, she sim swapped my sim card with a person on my contact list because she lacked concentration. They told us to wait for 4 hours before the sim swap would start working. After 4 hours, we realised that nothing happened and the person on my contact list informed me about the wrong sim swap. That same afternoon I contacted Vodacom Brooklyn (Upstairs) and the manager apologised. She then said that she would do the sim swap over the phone, which we later found out is impossible. This caused a lot of disruptions and we had to drive to Vodacom Atterbury Value Mart the following day to sort it out.

Then on the 2nd of January 2016 we went to Brooklyn Vodacom (Downstairs) for an upgrade. It all started well when we were helped by PJ. The transaction was just about done when we enquired about a data transfer and sim swap. He informed us that we were in arrears with our bill. This is also a mystery because we have enquired to Vodacom about getting our bills per email - they never came back and we never got any bills. We said that we would gladly pay the arrears so we can continue with the sim swap. PJ then said that the data transfer and application of the screen protector, with some machine, would take about 4 hours, which was fine. After a hectic afternoon I cancelled an appointment with a client so that I could go fetch my phone at Vodacom before they closed at 17:00. I rushed there, got there 10 mins before they closed and got notified that the screen protector was not applied because the app that works with the machine was offline and I would have to return the following day, cancelling some more important appointments. The problem is that I got NO call from them telling me that the machine was not working and I should rather come back the following day. Instead I rushed there to no avail. Upset, I then enquired to PJ whether the sim swap was done to which he and another co-worker replied that they "believe it should be done." Keep in mind, still no invoice, for which I asked, to pay the arrears. They said that they would contact me the following day to notify me when the screen protector machine is working. By 12:00 no calls. I decided to phone them and PJ, once again, said that the machine is working and that they realised no sim swap was done because of my account being in arrears. Still no invoice, as promised. I then told him to email me an invoice so I can just settle my account. This morning I had to drive to Brooklyn Mall again to collect my phone. This is unacceptable service for a company like Vodacom. I am strongly considering to cancel all business-related and personal contracts with Vodacom.

Please refer to the mail received below:

I have yet received an call, only a mail on the same day to say the issue was escalated to someone...
This is just one of many calls and escalations...

I challenge you Mr. VODACOM CEO to give me a call with an answer to my problem or any of your directors if they have it in them.

Your customer call centre again after 45 min holding and talking to 3 different people gave me the traditional sentence:
"we will escalate the matter and feedback within 24-Hours... "

Vodacom has become a joke and is really not taking customer support serious at all.

Dear Wessels

Thank you for taking my call and confirming you are the account holder.

As discussed I have our Senior Coordinator to assign someone to your query.

The reference number for this query is [protected], please allow 24 hours for someone to take ownership of this query.

Apologies for the inconvenience caused, should you need further assistance please mail us directly on social.[protected]@vodacom.co.za

Regards,
Xolelani Sono

Customer Care
eService Team

Because of number porting, it is difficult to identify a vodacom subscriber / number. The process via *111# is too cumbersome.
It would be extremely helpful if vodacom could indicate a voda subscriber directly on the cellphone by one just having to dial the first three digits, say *111*082etc to indicate the network on which the number is registered.
Otherwise, the free calls rewards become just a scam to encourage calls to the wrong networks which then get charged and are not so free any more.

Good day

I called customer service today 03/01/2017 at about 11:00 becasue my airtime dissapeared on my phone within 2 days. A lady called elsabe told me she cannot assist becasue I didnt pass the security check. I gave her my id [protected] as well as my cell nr [protected]. I dont have my account number becasue I dont get statements. I told her my payment is per debit order at standardbank end of the month. I need to know what about to my airtime within 2 days. Secondly I need to know why I dont pass the security check if I gave the details required except the account number. My account was at autopage and moved over to vodacom.

I need feedback urgently

Em labuschagne

Absolutely pathetic service from vodacom!
Vodacom has been my service provider for the last 15 years! I am absolutely shocked at the bad service that I have received in the last 2 months!
I was due for an upgrade and went in store (Tyger valley) to proceed with my upgrade only they could not assist me as they did not have stock of the phone that I wanted. I was told to upgrade online, which I did.
I upgraded (08/11/2016 - consultant: thobani) to a package that was a combo with which the phone included a tablet, I have an ipad on contract with vodacom so the tablet was not important. The ram courier delivered the package on thursday (10/11/2016) , I opened the package which contained the phone but not the tablet, I wasn’t sure whether to accept or not so I called the 082 275 98 number where I waited almost 10-15mins before someone picked up and could not help me who then proceeded to transfer me (Not kidding) 7 times. I then spoke to a consultant who said that I needed to speak to the consultant who assisted me in upgrading, he was unavailable. After 40 mins the ram courier couldn’t wait any longer and I let him leave with the package.
I wanted to know from vodacom whether to accept the package without the tablet or not, not having been able to speak to anyone I let the courier go.
I called the customer care line at 2pm that same day and after being transferred about 4 times they could not help me and said that I should call the upgrade # again.
After work I called the upgrade # where I spoke to the consultant that did the upgrade and he insinuated that I should have accepted the phone as they were having issues with the tablets, that is the whole reason I called when the courier delivered, if I had been able to speak to someone and they had confirmed this, there would be no issue.
The consultant then proceeded to tell me that I now had to wait 7-14 days before they could cancel the upgrade and re-upgrade. I disputed this as the fault lay with vodacom. If they were having an issue they should have notified all customers associated with this deal. He could not assist me and said that he would call me back.
He never called back and so I called back and asked to speak to his supervisor in which I was put through to another consultant who also couldn’t assist me. I wanted to know what the time line and eta would be as my phone is freezing and is frustrating to use.
Since I upgraded I have had nothing but excuses and have had to call back every time, not once has a consultant or supervisor (Even after promising to do so) called me back to keep me informed.
The ram courier then delivered the tablet without the phone... (I had no knowledge that the delivery was taking place and as a result was late for a meeting) I mean come on! Even the ram courier was appalled with vodacom’s service.
I once again tried to get hold of vodacom, after 20mins I finally got hold of someone who told me to send the package back. I had to be in a meeting and asked her to call me back in 1/2hour.
Obviously no one did! I have now gotten off the phone for the umpteenth time and still have no idea as to when I will receive my phone.
The next week I proceeded to call again numerous times and finally I spoke to the team leader and he proceeded to tell me that they were now out of the phone that I wanted!
I spoke to ellen (02.12.16) who said that nothing had been done and that she would escalate the problem with the “back office” and that this would take 5 days. I spoke to sipho yesterday almost 3 weeks later and the issue is still with the back office. How is it possible that you can wait a month and a half for a problem to be solved, I called yesterday after 3pm with my complaint to the 0821958 number and had to tell my story for the umpteenth time and asked to speak to a manager/supervisor and the consultant proceeded to put me on hold for 30 mins and then cut me off! What a waste of my time. I will be cancelling all of my contracts with vodacom as they obviously don’t understand or care about customer service!
It is now the 29th december and I am still waiting on vodacom to do something!
I have posted this complaint on facebook, twitter, instagram, hissy kitty, hello peter as well as on vodacom’s complaint page and all I got was a message that promises that a consultant will call me, I have not received one call!I have had enough!
Please advise as to what the process is to cancel my contracts asap as I can no longer take the constant frustration of trying to get vodacom to actually assist me as a customer.
Your urgent reply would be highly appreciated.

I sent the above email on the 29th of december at 8:19am to the email address [protected]@vodacom.Co. Za. I received a call later from mthuthzeli goerge, after that email (Detailed as it was) I still had to explain my issue once again, goerge told me that he would get someone from the upgrades department to call me back in 15 mins, if I didnt get a call I should let him know via the email he would send me. Its now the 03/01/2017 I have not received a call from the upgrades department as promised and I have emailed goerge 6 times requesting feedback and have received no reply.

I am done! How can you struggle with such a simple matter from the 8th november till now. Its actaully laughable as vodacoms customer care is a joke!

The sim was on contract and was supposed to be switched back to pre paid as of the 1st January 2017.as of the 31st December 2016 I haven't had any network signal and no one at their customer care seems to know why. This has inconvenienced me so much as I can't make calls nor receive I couldn't pay my account nor do anything on the phone. I have been loyal for 22 years and if this is the thanks I get then maybe it's time I move over to a different provider. Please contact me on [protected] as in today with a solution to this network error I'm having provided that you still want me as your client it has been 4 days without a phone do you maybe know how frustrating that is?

Dear Vodacom,

I am utterly disgusted and superbly disappointed in the Service I have received from Vodacom with the start to this new year.

I had approx. 12.4GB of data available on my smartphone on the 31.12.2016 to expire on 15.09.2020 as per the confirmation SMS received from Vodacom on the 28.12.2016.

On the 01.01.2017 I received the shocking SMS from your service centre informing me that I had NO data available and that out of bundle rates will apply.

I have been a loyal customer for many years and am appalled by how Vodacom has treated me with this mishap.

I am writing this in the hopes that this issue might be resolved by your offices and the data reloaded on my account.

Kindly Advise
[protected]
B Mostert

First of all for nearly 2 years Vodacom deducted money from my mother’s Mrs H. Kruger, account for a phone /number she does not have and we managed to have that stopped but since then they keep taking double debit orders from her account and when you phone and complain they are always offline and then they never phone your back even though they promised to do so once they are online again. The staff at the shop just pulls up their shoulders and doesn’t want to or can’t help. This month again they took R1010 from her account. My mother is 87 she is partially blind and deaf and the more she asks the call centre people to speak to me the more they insist on speaking to her only to find out she cannot hear them. She has asked many times that they rather deal with me.
We would like the money for the non-existent cell phone as well as the double debit orders back ASAP.
Her existing cell no is :[protected] the cell no that they deducted money for but that she never had is: [protected]. The double debit orders were taken for November and now January. As I said she is 87 years old and I think they are taking advantage of her because of her age. She gets a small pension and cannot afford Vodacom’s antics. She needs her money back ASAP! You are welcome to contact me, her daughter, on [protected] - Rosa Kruger. And I just want Vodacom to know that we are not going to go away so it is useless that they ignore us.

Goodday Sir/Madam

I am highly disappointed in Vodacom i changed over from Cellc thinking that Vodacom would be better but experienced the same problem.
1stly I called a consultant and she was very rude in just cutting the call without even seeing to me.
The secod consultant helped me by I'm still not satisfied.
A contract got opened for me last month i received my R200 airtime on the 1st and didn't make any calls i check my balance today and it's R80 so R120 airtime loss on the unknown according to the consultant my airtime went on internet usage because my bundle depleted.
But my issue is that this is really unfair on me because I didnt receive any notification to tell me my bundle is almost depleted neither did I receive on to say its depleted so I continued using the internet under te impression i still had data has has received the and my airtime wouldn't have been used.
I am a student and needed that data for registration and so forth now I am suffering for Vodacoms lack of communication with me. I have a tablet which is also Vodacom and i receive sms when the bundle is almost finish.
I would like to know the way forward because I need the airtime back it is not my fault at all of your Sms system is not working correctly could to please see to me ASAP and i dont wanna hear that I can't receive my airtime back.

Now I must use my data to see to a issue that's not my fault as well just costing me more and more