Vodacom
Reviews and Complaints

I am waiting for my Samsung S7 Edge phone and tablet. I tried to phone the store and manager this morning but their is no answer. I took my phone back to the store on Thursday the 15th of December. They said they are going to send it to Polokwane and when they get a reference number I can come and pick up my phone. Yesterday I phoned the store and the manager said she will come back to me. I had to phone her back. Then she said she will phone me back again. I am still waiting. I need my phone today as I am going on holiday. Please help me.

To whom it may concern

I phoned Vodacare Tygervalley w.r.t to my phone going in for repairs, whereby I received a quote of R2136.48 for liquid damage and the battery. As I am explaining to the consultant liquid damage to my knowledge is the phone is getting wet, she started blaming me that it is my fault. I had the device for 5 months and it started giving problems. Battery getting hot, phone switching on and off, showing charge icon even if the phone wasn’t charging, showing the dock is connected, couldn’t set time on phone, phone wanting weekly updates, phone switching on and off and eventually the phone didn’t want to charge anymore.

As I explained I don’t have insurance on the phone, it is a 24 month contract and I still have 18 months left on the contract so why would I not look after my phone. The Vodacom consultant just went on it’s my fault and that liquid damage could be me holding my phone while my hand was perspiring or in between other stuff. Could this liquid damage not have occurred as result of the battery heating up causing this liquid damage, could the same have happened here.

The same with the other Samsung Galaxy 7 callbacks that was faulty could my J 3 phone also not be faulty

Even when I took out the contract at Vodacom shop in Zevenwacht mall they did not explain liquid damage is not water damage and ways liquid damage can occur.

I’m not sure who the Vodacom consultant was but I received really bad service on her part, she does not have the right to blame me or make these accusations, that’s not good customer service. I’ve been a loyal Vodacom and Samsung customer for 15 years and it is consultants like these that will give Vodacom and Samsung a bad name and reputation. The Vodacare technician says liquid damage but can he conclusively say what caused the liquid damage, Vodacom needs to stipulate what causes liquid damage in detail when purchasing a phone or taking out a contract.

I am binded to a contract now for the next 18 months now which I have to pay, but I don’t have a cellphone in which to use the airtime. I feel very disappointed in Vodacom and Samsung because I have been a loyal customer to both and no one could assist me.

Job number [protected], IMEI: [protected], model Samsung J3

Carmen Thomas
[protected]

On 12th December 2016 I put in an application for an upgrade on my phone as I was due for one. On the 12th the service representative called me and confirmed the details of the phone that I wanted to upgrade to and the plan. He confirmed my delivery address and everything was in order and that I could expect the phone in 3 to 5 working days. It is now 21st December and after making enquiries since last week I have been shifted from pillar to post without a direct answer. Yesterday I finally spoke to a representative that told me that the phone was 'stuck' in confirmations? What the hell does that mean and why is it up to the CUSTOMER to ensure that it gets 'unstuck'. I was told by this representative to call a number 082 1945 which is 'validations'. After speaking to a 'validations' representative I was told I would receive call from 'confirmations' to which I never received a call. I followed up again on Wednesday 21st to be told by a representative at 'validations' that their system is offline and to call back in an hour. I stated why is it that the customer should be following up with them. WE ARE THE CUSTOMER they should be following up with us. She mentioned to me that representatives are not allowed to phone out! what a load of CRAP if I have ever heard. For an organisation as large as Vodacom and I have been your customer for over 15 years now you would think that one would get a little bit more of service than a call back in an hour. WTF. Shocking, disgusting service. I have now decided to cancel and not renew my contract with Vodacom and will move to your competitor. Time for you guys to catch a wake up with customer service and send all your representatives on training and that they pick up on the details of customers and return phone calls and follow up on pending transactions.

My husband had 5 Contracts with Vodacom and his account is paid for the month of Dec and he has just upgrade one of his contracts in this month which is not even a week ago and since then everyday all his contracts line has been suspended between 3 - 5 times a day, so every time when he calls in they giving him the excuse of the new thing that Vodacom has implemented is if your account exceeded R 1 000.00 per day your account will be suspended, which my husband said it is impossible because he has 5 contracts which one of them he use for his business only and was asked why did Vodacom not informed their customer with this new implementation then he would have not upgraded his one contract which he also need to upgrade 3 of the 5 in Jan 2017 which he did not received any answer on his question, only that we will send it to the back office to increase your limit but in the meantime we will open your lines which only works for about an hour and the same routine stared all over again.

When we asked to speak to a Manager to assist us with this big problem we get told that or the manager is not in today or someone will phone you back with NO return call.

This is highly unacceptable and my husband is with Vodacom more than 10 years and NEVER had so much trouble and inconvenience with them.

I called Vodacom on the 21 December 2016 to cancel contract that ended 19 December cause I was told the contract doesn't cancel automatically after the 24 month. I was told by the consultant that their systems have been down since 16 December 2016 and I have to call back on the 23 December. I asked can she not take the details and when their system is up and running to captured the cancellation, so she told me shes going on leave tomorrow.I asked could you not give it to your supervisor to hand it to another consultant and she said no I need to call again.
I asked to speak to a supervisor and she put me on hold for more then 15 min, did not come back to the phone to tel me the supervisor is busy or something.I then ended the call.

I took a contract on the 25th November 2016 and I've been following up about my order ( I have E-mails to confirm) and they promised to deliver before Thursday the 8th December, I waited then called them followed up on Monday the 12th and they said my contract was cancelled, no body from Vodacom contacted me I was the one following up . I even complained on Twitter they have been assuring me that someone from Online will call and assist me even today nothing happened .

How could they treat customers like this .

I spoke to Annet at about 14:38 on 20 December 2016.
I called from my mobile phone [protected].
I advised that I upgraded my contract on same date. further that when upgrading my understanding was that I would be getting 1 gig monthy. Further that on my on line profile what was reflected was 1 gig once off.

my question was very simple whether the gig was once of or I would indeed be getting a gig every month.

Are got asked various questions like what page of the book am I reading from. How many months ago did I upgrade and other rather annoying questions which had nothing to do with my question.

Eventually, the answer I got was that changes to my contract would only be effected in February. It was clear that this lady did not under my question. Instead of saying so, she gave what she thought was an appropriate answer which did not answer the question at all. When I told her that her answer was not satisfactory she went as far as telling me that I want her to answer the question that I want the answered and not the answer she has. Which is a fact, I do want her to answer the question at hand, and not tell me about what will happen in a month or February.

Instead of letting me rant and rave and finish my question. she rudely continued to interrupt me and even went as far as to comment on my level of education and intelligence and continued to shout over my voice and then she hung up the phone. This is absolutely unacceptable, I pay for this service I am not being done any favours here and should not be treated as such. I would never speak to a client in this manner because I know they are the reason I continue to be employed.

On 21 november 2016 I have done an upgrade (premature) and requested to go from the flexi plus to a smart s package. As as result an increase in my monthly contribution which I have not problem with. With the upgrade I was supposed to get the following: samsung s7 ; samsung 7" tablet (package include 75 min, 75 sms and 500mb). The website also states the if you bill is higher than r500.00 you get next day delivery. After fighting with the after sales department for more than a week and making treads I finally got delivery of my parcel on 29 november 2016. Yet it was not everything. I only received the samsung s7 but not tablet in sight of the promotion.

I immediately contacted the call center to report the matter and was informed the tablets is on a back log it will be delivered during the last week of november and the first week of december. It is one day less from a month that I have done the upgrade and still not tablet. I have called the upgrades department as well as after sales an no one is willing to take ownership of this problem. Yet I will be billed for this every month however I do not have the device.

On top of this on 01 december I was supposed to receive my new package (75 min ; 75 sms and 500mb) yet I did not get anything. I have logged numerous calles to vodacom and visit the head office in midrand with no joy. I was informed that I owe vodacom r1809.70 for the upgrade (my new device yet this amount is included in my montlhy fee) I do believe a credit has been allocated for this however I still do not have the minutes, sms or data.

To make things worse they have billed me for the new package (From 21 november 2016 - the consultant zanele xele did not know what she was doing ; and I am being billed for december thus a double bill on the smart s plan. I do understand that I will need to pay a fee for my old device and it is on the billing. ) vodacom has no interest in resolving these problem nor do they want to allocate or active my services as I owe them money yet they have acknowledge that they have billed me incorrectly for the r1809.00 and I am still waiting for the credit to show in the hopes that my service will be reinstaed.

They lie to you and make false promises, I have spoke to manager that are no longer willing to assist (i think they do not know what to do or how to resolve the problem). We made a contractual agreement over the phone as to what the upgrade includes, I as the client received only 50% of the devices in the upgrade and no service as vodacom does not know how to bill the clients or the staff is not trained to do the job.

Thus I require from vodacom a tablet (Samsung 3 7') not delivered, my account to be credited with the double bill and my account to be reinstated to operate in the way it should.

No one in vodacom is willing to assist nor take ownership the departments keep on blaming each other.

I have spoken to the following people:

Zanele xele (upgrade first call and follow up)
Kimberley (apparently this was zanele's manager however just escalated the matter I received a call the table will be delivered before 15 december 2016 yet nothing - ps I think she acted to be a manager thus misrepresenting herself in her role of the company, and failure or willingness to assist when I wanted to follow up)
Tebego (after sales manager, helped to get the samsung 7 phone delivered, yet was not willing to assist when I asked about the tablet)

Shannon (customer servie - she is the only employee in vodacom that was willing to help and managed to get the matter of the r1809.70 investigated and credited).

I feel that vodacom is not worried about the clients they have and is just billing people left right and center as they please, make false promises on promotions and upgrade and does not know how the system works nor are they willing the assist in cleaning up the mess.

This is the 2nd time I am writing, it is now 2 months with out my jmini as it is in for repairs. Well I have had all sorts of people contacting me and will get back to me with regards this. As of now I am still waiting for a proper response, I think it would be in good faith that a new device should be given to me. Not samsung or vodacom can tell me the status or where my phone is.
From the day I got this phone begining of may 2016, I have had nothing but trouble with the phone. Bad camera no flash: (

I (Ronel Bronkhorst ID [protected]), Vodacom Cell Phone Number: [protected] received a phone call from a lady (it sounded like she was an Indian lady and unfortunately I didn't get her name) on 20 December 2016 at 10:47 with regards to a promotion whereby I can save on my charges for a call per minute as well as save up to 70% for data. This includes a tablet and it will cost R99 a month. I was polite towards this lady and asked questions, to me she was rude. I explained to her that I do not want an Android device in which se said I'm not paying for the tablet but rather saving, which I understand. I told her this is something I need to think about, (I am not going to let anyone pressure me in doing anything) and she replied with "that is what I don't understand is that people like you...). I was not happy at all with this comment and I said to her I'm not sure what she means with that, I was still busy talking and she put the phone down in my ear. I am furious, first of all she was rude, secondly to make a comment like "people like you" and thirdly she puts the phone down in my ear while I'm still busy talking. I expect someone from Vodacom to contact me and for this lady to apologize to me in writing. I have 3 contracts with Vodacom to the value of R1883.99 per month and this is how I get treated? Shocking...

On the 1st of Nov 2016 my 1 gig of data wasn't loaded. I therefore phoned vodacom and I was told that they are experiencing technical issues. The consultant manually loaded the data and assured me that this will not happen again . On the 1st of Dec my data wasn't loaded again and logged the query on the 7th of December 2016. Till today I haven't had any feedback. Ref number is 1-[protected]. Please note that I will not pay for something I did not agree to as a result the debit order for this month will be reversed until this issue is sorted

I received a telephone call regarding an upgrade of my phone. I asked the Vodacom representative if there would be any extra charges and reiterated this with him, he stated that there definitely would not be any extra charges on my monthly account, he also stated, like they always do, that the call was being recorded for legal purposes.So I therefore agreed to the upgrade, based on this statement that there would not be any additional costs. With this months cellphone bill there is an extra charge of approximately R300. I have tried countless times to get hold of someone to resolve this and keep getting pushed from pillar to post with promises to phone me back. I have actually spoken once with the guy who sold it to me who promised to listen to the recording and come back to me. He has also stated that he would look into the R1000 school voucher that was part of the so called promotion.Three weeks later I am still waiting for him or anyone from Vodacom to contact me. This Is the most disgusting abuse of power and misleading and fraudulent advertising that I have ever had the misfortune to encounter, if I had known what I know now I would have canceled my Vodacom contract and taken a new far cheaper one with a different service provider. I will be putting this on Twitter, Hello Peter, sending to the Ombudsman and Vodacom complaints section.

Good day

I lodged a complaint on 13 November 2016 via email. I received a response that I used an incorrect email addresss. I resend my complaint on 16 November 2016 to the [protected]@vodacom.co.za email address and received a reference number of: 003S~SCR4

I cannot answer my phone during working hours. I have not received the courtesy of a response. Very dissatisfied with Vodacoms service yet again.

Hi

Not receiving the add on like the R2000 woolies voucher that was part of the upgrade in the box. Phoned 082111 then they said i need to speak to online department no answer. received the phone on the 19-12-2016.

I would like to get the voucher ASAP this is not the kind of service i would like to receive from Vodacom why advertise something but not providing your customer with is very bad service .

I have spoken to Shahista that did the online order i would like to get the voucher by tomorrow if not you can come and collect the upgrade from me as i will not be taking a contact with Vodacom

Please see attached the picture of what i did receive inside the box

I have bought or upgrade my phone on 27/11/2014 but due to human error on their system they say i only liable to upgrade in a years time which will make my contract 3 years. No one at customer care can assist and no one at upgrade department due them not being able to fix or over wright the system to show correct information. I have had multiple calls this dropped due them not being able to assist and therefore no one is doing anything about it. Vodacom has become a Joke, Wonder if posting it on all relevant social media websites will bring this to their attention as no one from the only numbers supplied are able to correct error from their side.

Was billed R847.24 for out of date bundle for October 2016. I phoned Vodacom (2nd December)to find out what was going on. I was never charged for out of bundle charges (at this time I thought it was the first time). I have a Telkom router at home due to Vodacom reception being so poor. When I'm at home I'm using that.

On the 9th I spoke to someone again, as I saw that Vodacom is charging me out of bundle rates again. Really? I used 1 gig in 5 days? She advised me its because my data was finished. I bought more data for R149. That evening I phoned again to see how much data I have left (seeing that one is talking with a call centre each person has a different story). The lady (best call centre agent I ever spoke to. For the first time it felt like someone is actually interested in helping) checked my account to see how much data I have left. She advised me that I have 1.6 Gigs as I bought 1 gig earlier the day.

You let me pay an extra R149 for data as you advised me I don't have data left. So why the hell are your charging me for out of DATA if I have data left? This also happened the previous months.

Now I get sms's saying my queries were resolved. With a letter of Goodwill, but no one can tell me what the amount is for and I got extra data all of a sudden. I don't want data I want my money that you stole from me.

PS: I don't do any updates unless I'm at home on WIFi and my background crap are off.
Your site doesn't work half of the time and the info on there are incorrect.
R376.47 3/08/2016 for July
R211 3/09/2016 for August
R847.24 03/11/2016 for Oct
I did not get my invoice for September and November 2016 so can't see what you incorrectly invoiced me for.

Hi

I feel that the advert on TV is bull... the "old" lady wins every time, and decent prices too...all I 've won is airtime, data, and free music download, and then the link does not even work...what a shame.!

One entry for the millionaires but accidently deleted the message, meaning I'm out for this too...

One R400 discount at Edgars when spending R2000 or more...really...

I would like to win something cool, like a phone or other electronic devices, like the lady in the ad

I reported this complaint on 29/11/2016 to Vodacom Customer Care, Vodacom Kenilworth Branch and on Hellopeter and to date no-one has made contact with me!

Dear Sir/Madam

I trust this finds you well.

On 02/11/2016 I visited the Kenilworth store for the following:-

1. Upgrade for [protected] : I wanted a Samsung as did not want to learn to use another phone and was said that best deal was S7 with free Samsung tablet – I was given no other options
2. Upgrade for [protected] : I wanted a decent entry level phone and was offered the Huawei P8 lite, I was given no other options
3. Mobile data device application : I was offered the LTE mobile data device of 10G p/m, I however then requested the one of 20G p/m which was said is R529 p/m

I was advised that I could not get an upgrade as my credit had been revoked, no valid reason could be provided, except that it’s probably because I was an ex Altech Autopage client.
On the same day I sent 3 months bank statements, copy of identity document and marriage certificate as requested via email.

On 03/11/2016 I received an email to say the matter was escalated to the acquisitions department.

On 07/11/2016 I was sent an email to say there was a delay because the copy is certified, I must send another copy, which I did

On 12/11/2016 I received an email to confirm docs where in order

On 15/11/2016 I received an email to say the devices where ready for collection

On Friday, 18/11/2016 I visited the store to collect. I left with and paid for the following:

- Huawei P8 LTE (black)
- Admin Fee R150.00
- Cover for Huawei Back R229.00
- Cover for Huawei Front R189.00
- Samsung Galaxy S7 Edge
- Cover for Samsung Galaxy S7 Edge R599.00
- The power battery pack
- The Samsung TAB 3 Lite Bundle
- Prepaid Sim card R148.50
Total Cost R1465.50

At no stage was it explained that the costs for admin fees would be upfront, but I settled the amount and left by 17:45
Everything was copied from my previous Samsung to the S7 Edge and my old phone was wiped clean. I gave the phone away that evening.

By 13h30 on Saturday, 19/11/2016 the S7 edge froze and started overheating. It continued to overheat and no buttons worked so I visited the store again that afternoon between 3.30pm to 4pm.
The first guy that helped me could explain exactly what was happening without me saying anything, as he said it was the 3rd phone for the day where this had happened.
The feedback I received from the next lady was that I signed a contract and it must go in for repairs – A BRAND NEW PHONE that I had for less than 24 HOURS!
She also said that Vodacom does not offer load phones – but after I got upset as I was travelling for 3 days from the Monday and needed a phone desperately as I required Uber, Airbnb, etc she came from the back with a Sony Ericson
She advised that it was a oldish phone, so I shouldn’t expect same features – I was fine as long as I had my emails and apps for travelling and whatsapp.
She said she could not set this up on the phone, she had no idea why it was not connecting to the mobile network. So I left Vodacom that afternoon with a phone that could do none of the above and was extremely stressed about travelling.
However Saturday night after playing around with the phone and settings, I managed to get it working.

So all my extra data received was to set up new phone (S7) and then set up loan phone (S7), so when I get another phone will need to set up again. This whole matter has been extremely time consuming and costing me.

Please see SMS updates received regarding the phone

Thursday – Job no [protected] has been sent for a higher level repair to the Advanced Repair Centre
Friday – Job no [protected] has been received at the Advanced Repair Centre
Friday – Job no [protected] is currently in the assessment process at the Advanced Repair Centre
Friday – Job no [protected] is currently in the quality assessment process at the Advanced Repair Centre
Friday – Job no [protected] has been dispatched form the Advanced Repair Centre to Vodacom repairs Tygervalley
Friday – Job no [protected] is ready for collection at the Vodacom repairs Tygervalley Please bring along your ID/Drivers for verification purposes

How can this be for real? A brand new phone sent for repairs!
I phone which left Kenilworth but I need to collect at Tygervalley!
I will be debited the full amount tomorrow from my account but I have had a few hours use of the phone!
I have accessories purchased that isn’t been used.

This is absolutely ridiculous and a total rip off, I really don’t think this whole process has been followed fairly.

I would really appreciate your assistance in resolving this matter. I am extremely frustrated!

When I received my monthly tax invoice in mid November 2016, I was surprised by the unusually high amount. After investigating I discovered that I was incorrectly billed for two months subscription fees.

I spent in excess of 2 hours on the phone with a total of 4 Vodacom call centre agents (including a Manager), in an attempt to be re-funded. Seeing that I am on a tight budget, I do not have surplus funds available in my bank account and cannot afford to wait ages for such a refund. However, during every conversation with a Vodacom call centre agent, I was reminded that my query can take up to 14 days to be attended to. My first phone call took place on 21 November...today is 19 December...and still no sign of my refund.

I understand that processes take time and procedures need to be followed. HOWEVER, I was not the one at fault in this case and therefore expect someone in charge to at least attempt to pull a few strings. Vodacom deducted an amount of almost R800 from my bank account without my permission! Money that I saved up to spend on my wife and kids over the festive season. I am disgusted! Vodacom has made this festive season, one my family and I would like to forget before it has even started! My wishes for 2017 is that, should Vodacom continue to make mistakes that have tremendous impacts on the financial situation of families, their humanity should at least override their policies and procedures and 14 day waiting periods!

We are 2 people in the Business called Lunaria Personeeldienste.
P. van der Merwe - [protected] and K.A. van den Berg - [protected]. Every month I send a mail to [protected]@vodacom.co.za asking for a copy of our invoices. It is a struggle every month to get our invoices.
5 Dec 2016 I send the mail again asking for the invoices for the Nov calls made, thus the invoice that is due for payment on 31 Dec 2016. Maatemane send a mail on the 7th of Dec, asking for a letter and ID of myself. I've mailed that back on the 7th of Dec. I have received 2 mails stating that my request has been closed BUT I HAVE NOT RECEIVED my invoices. I will report Vodacom on Hello Peter if I do not receive my invoices BY TOMORROW.
Karina van den Berg - [protected]