Vodacom
Reviews and Complaints

My internet bill for a normal USB internet modem came up to R16521, 07. i have never in my life used more than R3000, 00 which is also can be queried. it is a normal 3gig month to month @R189 as i have had it for years and never upgraded. i sent in a complaint, they said out of goodwill, i only have to pay R11773, 50, which i refused, i complaint again and another person says no, i must pay the balance only. i refused to pay. i sent another letter to complain and stated i work abroad and the USB is not in use, then another person says that it is because i am on roaming that my data is high, i am even not on roaming and they should have picked it up on the system. they sent me a Data usage report and there it is, Vodacom is charging me Data for days the laptop has been off. still no answers, they always say they will give feedback within 24 Hours, but every week i must send them a reminder. what must i do as the next months bill is coming. how many months are they charging us for data not used.

I have cancelled my vodacom data contract ([protected]) in November 2016 and have an outstanding credit on that account which I have repeatedly requested (by phoning the Solutions department), to be paid back into my bank account. I just get transferred from 1 department to the next and then ignored! Vodacom is aware of this credit but it is just not being paid back!

On 5 December 2016 at 08h00 I called Vodacom to upgrade my contract. I was told that within 24-48 hours I will receive a phone call to verify information. I called after 48 hours and the call centre consultant confirmed that they cannot trace the procedures on their system once it is handed over for verification. I am extremely unhappy with the poor service as I called 0821959 each day at least twice was told by Gloria that no order was placed for a phone. I spoke to Palamile when I placed the order for my upgrade. I went to Canal Walk Vodacom on 7 December 2016 and was told that the order was placed and they could not assist me. I called on 8 December and Kgomotso confirmed the order was placed. I called back and a guy said he will cancel the order – not sure if the name Tertius is spelled correct who I spoke to. He confirmed ± 5 times the order was cancelled. I went to Canal Walk after work on 8 December 2016 to do my upgrade and was told the order WAS NOT CANCELLED!. On 9 December 2016 I called 082 1959 again and was told I CANNOT cancel the order and a manager would call me. The manager called and got to speak to a colleague and she requested him to call back and ask for me, but I am still waiting. I called the call centre again and was holding for ± 17 minutes and the lady cut me off during our conversation. If my phone is not delivered by Monday 12 December at 12h00, I will take this matter further and involve the media!

30 November 2016
Vodacom account
account number : I0662657-9 Bruna Viola
Every month I get the Vodacom Invoice no before the 9th of the month
the Debit Order it's on the 7th of the month.
The consequence are that: I never know in time how much will be my Bill!
I have to keep money in half for how much?
I'm not rich! I have to guess how much must be my account!
And if it's not in half money the debit order go back I have to pay R 75.00 fine to ABSA!
By the Law it's in my right to get the invoice before the payment!
Thanks
Bruno Viola

8 December 2016:

My boyfriend was hijacked on the 8th December at 4pm. We called Vodacom customer care to blacklist and block the phone [protected] ), they said we cant as account is in arrears, we then proceeded to the nearest vodacom shop and paid the account and 3 hours we called back and a gentlemen said he blocked the phone, i then called back on the 9 December at 8:30am and the lady said the phone is not blocked, and she cant assist me as the system is OFF LINE AGAIN ! so in the meantime the criminals could be using the phone and all the services.. ! We bought the phone the Sony Xperia Z5 from the vodacom store in Fourways Mall about 8 months back, on the system it only picks up a Z1, the gentlemen at Fourways put in the incorrect details as he was not concentrating as he was on his personal phone talking to a friend, he is to blame as now we cant block the phone and now we cant give the correct details to the insurance company as the phone was insured.

I honestly don't know how Vodacom is still in business, as us the clients cant be assisted in the correct manner and I have to keep calling back just to block a phone ! This complaint will probably not be taken seriously and NOTHING WILL BE DONE ABOUT IT !

Middle November my phone just died on me and it was handed in at Vodacom Secunda. They send it to Nelspruit where they "repaired" it. On 29 November we received a sms that the phone was ready for collection, when my husband got there the phone's battery was not there and we had to wait again. Yesterday, 7 December my husband went to collect the phone again, but when we turned the phone on at home it was dead. How was the phone tested if the battery is dead or incorrect for the phone. Everytime we have to travel 40km to collect the phone. Today my husband must take the phone back again to Vodacom. I think it is bad service

I have had to speak to numerous staff at vodacom to try resolve my issue - which still remains unsolved!
On my current package through vodacom, I used to receive 200 minues of call time, 1GB day time data, 1GB night time data and 200 SMS's.

As of December 2016, I only receive 75 minutes of call time, 200MB of data and 200 SMS's.

To all staff knowledge, this is the correct package and this is what I have always received. NOT ONE STAFF MEMBER of the good 6 or 7 I have spoken to can tell me why this has changed or where my extra data/minutes have gone to.

On the package that I used to have (that mysteriously does not exist anymore), I still paid in every single month for going over my call minutes as well as my data, can you imagine how much more I'm going to have to pay in now due to my extra package disappearing completely!

To increase my contact limit, I was recommended I join a package called the 'Red Advantage' for R999 per month!

Is this truly the only package vodacom has that they think might suit my needs? ITS NOT SUITING ANYONE EXCEPT THEMSELVES!

I have been a vodacom user since my first cell phone and I am absolutely horrified at the thievery they are getting away with! Every single package is designed so the consumer pays in!

I would not be so upset if they only had left me on the package I was on! Instead, they debit the same amount of money every single month and give me less of a package!

To cancel my contract will cost R6164.54 and it only ends in February 2018!

I am disgusted and I will be cancelling this contract as soon and possible! I will not be a returning vodacom customer!

To Whom it may concern,

Please find below my ordeal that I am having with Vodacom, I type this in hopes that you can please step in and assist me on the way forward with this matter.

On the 13-10-16 I went online to the Vodacom site to do my upgrade as I was told by my friend it was so easy, hassle-free and there is no admin charge as you would get in store. After finding the package I wanted and applying for it, I was sent confirmation that in 24hrs I would hear back from a call center agent, of which this time came and went.
On the 17-10-16 I then called into the Vodacom myself to give me ref. number from which I had been given online and was greeted by a extremely rude person on the other line, whom informed me that my reference number didn't exist and ended the call with me.
I then called back and got someone else, whom explained that the Vodacom system they use and the internet one I was using to upgrade with are not linked so we had to reload everything again.
The call center lady then offered me another good deal on this Wifi 5GB router, which I took.
On the 25-10-16 my whole upgrade package came, (pic attached), everything was in order and I thought I was well on my way to been able to use my new devices.
6-11-16 The debit order comes off my account, what was agreed upon telephonically when upgrading was not as per the amount deducted. I therefore gave Vodacom a call the next day spent (no lies) 2hrs on the phone with not one, not two, but so many people I lost count, the staff are not trained at all on who to transfer the calls through to, how to deal with queries, how long not to leave a client on hold for & there is only so many times you can say 'your system is slow/froze/restarting'.
I was giving 7 references numbers throughout November now trying to settle this matter of my refund, where they have charged me an admin fee (when I upgraded telephonically) and then they still overcharged me overall on my final account.
All the figures they have on record as of the multiple times I have called in & I have ensured that the person on the other side reads back what I have said to them so I know that they have taken down my request correctly.
7-12-16 my debit order came off for the new month and I have found that the amount as promised which was going to get put back into my bank account at the end of the month or deducted off my Vodacom account has not been done. I now sit with a text stating that the 'Your query has been closed.'
Now to make things even better and what brings me to this point in wanting something to be taking seriously with my complaint is that my 5GB Wifi that I added to my package, never got loaded with its 5GB od data this month and I have called in twice already only to have the first time someone advise that it will be loaded by 5-12-16 & on the 7-12-16 I called back of which I was on hold while the lady was 'waiting for her system to load as it was slow' & then I got cut off, she called back and the same thing happened but that time she never called back and I still sit with no Wifi data, of which they have deducted the money for already this month.
Please can you try and advise me on how I can contact Vodacom Manager or someone 'big' in charge of which I can get my issues resolved as I have found that ever since I have upgraded I have been treated so badly and the service given but this company is absolutely horrendous.
I would just like what is fairly mine and what I have agreed upon and paid for, nothing more, I do not like any companies nor people whom take advantage of others and I feel that is what this company is doing and they staff do not give a dam and are so uneducated about the customer service that they should well be providing.
Thanking you in advance and looking forward to hearing back from you.

Kind Regards,

Catherine Knowles
knowles.[protected]@gmail.com

Reference numbers: 1-[protected] & 1-[protected].
I have been living abroad for the last 8 years. An upgrade was done on my vodacom account without my authorization or knowledge. I have reams and reams of correspondence between myself and the vodacom customer service staff - 7 of them to date - and I still am no closer to having the matter resolved. I was first told that the upgrade was done online and then they changed the story and said it was done at one of their stores with the correct documentation and with me being present. I have sent them proof that I have not been in sa by way of my passport showing my movements plus a company letter confirming my residence in sydney, australia and indonesia. It is more than a month since my first interaction with vodacom. Due to the 9 hour time differences between sa and australia it is almost impossible for me to telephonically address the matter. I have sent all the correspondence between me and vodacom to my mother-in-law and have asked her to do one of two things: (A) try to get a resolution to the problem or (B) lay a fraud charge against vodacom for the financial losses I have suffered to date. Even she is having difficulty in getting to discuss the matter with someone in vodacom. When she speaks to the fraud division, she is told she has to speak to the upgrade division. When she speaks to the upgrade division they say she has to speak to the fraud and risk disvision! My mother-in-law holds a full power of attorney over my business and is authorized to conduct my sa business in my absence. Her contact details are as follows:
Cecile louw
Tel: [protected] / [protected]
[protected]@vodacom.Co. Za

My details are as follows:

Dolan darryll harvey
Id: [protected]
Tel: [protected]
Australian number: +61 [protected]
Vodacom account number: ga319087-5
E-mail: [protected]@me.com

Your urgent intervention will be appreciated.

Kind regards
Dolan harvey

I recently upgraded my contract, and since then I have been struggling to recharge my phone. I have been calling for 6 weeks now and my queries are closed without being resolved. I can't even access cell phone banking because Vodacom is supposed to load R150 to my phone as airtime, I don't get that R150 airtime, instead I get 75 minutes which is very inconvenient for me to use. To op up the problem I can't recharge airtime. I get a error that says cannot be processed when trying to recharge using an airtime voucher, when I load airtime via internet banking it says this phone does not qualify for a prepaid product. Vodacom messed up my package and I called a million times and all I got was a poor service. They all tell me they will fix my problem but none ever helped me. Amukelani Mabunda even promised to help me with this issue, but she vanished. So disappointed in Vodacom. I am frustrated because I use this number for cell phone banking but cannot access it anymore due to inability to purchase airtime. I can't wait to leave vodacom afterthis ridiculous service I received from them.

Good day

I've played the Vodacom competition for a few times and on 2 occasions, I've won data - first 50MB on 16 November, the 500MB on 5 December. I have not received any of this and would like to know what the reason is. As far as I am aware, I do not need to do anything to claim this, it's supposed to load automatically
Please assist

Regards,
Tanya Weitz
[protected]

I am with vodacom maybe 20 years. I never run out of data. Last month (Nov 2016) I know that i used up almost all my data because I was in hospital and did all my connectivity through my cell...

Now suddenly on the 8th i get a message from vodacom that I run out of data...That is so not true!..I am hardly on my data..

Tell Vodacom not to load my account with unlawful amounts...I promise you guys I won't leave it here and will go global and tell every one to check their accounts.. I will go to carte Blanche, newspapers etc...

To whom it may concern
On the 26/09/2016 I phone Vodacom to change my contract .I explain to the consultant that I want to change, if my data are finish they must stop the phone and then I can buy data to go on .The consultant went on my account and change my contract, I did received a sms to confirm the change that's made. The consultants also mention that it won't be active in this month but will happen from next month the 10th.
The phone data was use and on the 04/10/2016 the data was finish.We didn't know it but we know the contract is change and the phone will block, so we went on with the data until we realize something is wrong. I phone the Vodacom consultant to find out what's going on and she explain to me that there are no contract in place at all .I did explain to her that what now who are going to pay for this now, she said I must just activate it again. Ferries of knowing that there's a R600, 00 different on my account, I activate it again. The next day my phone are block, so I phone Vodacom consultant again to found out what's going on and realize the second consultant did not change the contract again and have just block the phone. I explain to the 3rd consultant to change my contract and unblock the phone, nothing was done .The 4th consultant sent me a email to check and ok to change the contract .After 4 more phone calls to Vodacom consultants and one manager, the phone was unblock and the contract was change
Can you please get your consultant up to speed and get the competent. Check your recordings, because I am not going to pay extra R600, 00 for incompetency's from Vodacom .
Please ament my account and come back to me to pay outstanding amount
Thank you
Al the recording can be sent from my side on request.
Renato Izak Louise De Villiers
Cell number :[protected]
Id :[protected]

I have upgraded my contract during November 2016. Everything was fine until 30 November 2016. Since then I cannot send messages or make calls. I've been to the outlet several times but with no success. I phone the customer service. They said they will call me back but up to now nobody called me. An e-mail was send to vodacom but still no reply. It is now 10 days that I have this problem. I've been with vodacom for almost 20 years. This year I've more problems with vodacom than ever before. If this complaint is not attend to and rectified, I will cancel all my business with vodacom and sign up with an other network provider. This year service with vodacom is pathetic!

Upgrade requested on 24/11/2016. Upgrade was granted and agreed on a Vodacom Smart Tab 2 3G and 1Gig of data for R99.00.
Received tablet on 29 Nov. Phone customer care to activate simcard and did a sim swap as well.
I was put on a U Choose package with Airtime Of R200. No data!
Issue is not resolved after many calls.
No feedback either from Vodacom.

I'm going to put this incident now on social media. This is very disturbing.

Upgrade done on 23 November on [protected] still no phone spoken to 9 consultant's called upgrade dept 3 times today to be cut off by consultants every time. Still no answer when I will get my phone I was charged R421.18 for a phone that's not delivered and don't know why I am charged as online upgrades don't have any fees and vodacom have a next day delivery policy for online upgrades... So what now vodacom?two weeks already!

I bought into this system yesterday. Today, upon trying to load my address book manually, one by one, I found I could not see the writing on the screen. I contacted Miss Wietske Botes, from whom I had purchased the instrument. She assured me there was no light to adjust nor the possibility of a clear glass window. I am asking you the same question and ask for some suggestion to ease my discomfort.

Thank you.

M. Burchell (Mrs)

My phone was stolen about 2 months ago and I phoned Vodacom to black list the phone, I later on recovered the phone (Uber found it in one of the vehicles) I then went to the police station to hand in my afidavit and phoned Vodacom again to take the phone off of black list which took an additional 2 weeks. the phone then worked for 2 weeks and then stopped working again, . vodacom thought it had been put on black list again which it hadnt - finding this out after a month that the phone is 'not locked' as vodacom states. For the past 2 days I have been phoning vodacom, visiting vodacom care stores in Bryanston and vodaworld, I have called the call centre twice (spending more than 30 - 45 mins on the phone at a time) no answer, no hep NOTHING, but yet, the debit order goes off and vodacom gets paid, this is absolutely shocking.
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I have received a phone bill that is double that of what it usually is because of supposed 'out of data bundle rates'. I however did buy data and no additional notification was sent to say i had run out of data. I sent an enquiry 8 working days ago and no one has contacted me. Each day everyone says they have escalated it but i haven't heard from anyone. To top it off, i bought a 5gb data bundle this month and i was told it's not showing on the system but when i dial *111# it shows i have 4.5gb. What the hell is going on? I am emigrating so i need this resolved now! I am happy to go mad on social media because this is unacceptable. I truly despise vodacom!

After having to replace a lost phone, a sim swop needed to be done. This was on Tue 29 Nov. Received my new phone the next day, new sim connected but since then I am unable to make any calls. A message tells me that my service has been suspended.

I notice from reading the listed complaints on this portal, that this is a common problem.

The call centre is completely an embarrasment for a big company like Vodacom. I can go on here, but that for next time.

Today is 7 Dec. Every day I have been calling, sent from one to the other, yet absolutely no progress at all. I have been promised by the Solution section twice that personal attention will be given, the case will be monitored, I will receive a feed back call (even given the estimtaed time of call), but no call on either occassion.

If this problem is not unique, a problem experienced by many others, why does this not get attention? Surely when phoning in, the call centre staff should be ready with advice and solutions. Is there no controls, management, internal communications going on in the call centre?

I have no idea what to do now. I can not do calls and fear the moment when, in a critical or emergancy situation not being able to make any contact. What if I get stranded somewhere at night (accident, vehicle break down, ect)?

I am sceptical now about Vodacom as trusted service provider.