Vodacom
Reviews and Complaints

i have upgraded last week Monday(28/11/16) and up to today(07/12/16) and ALOT of phone calls later, i still have no phone and no answer as to when i will receive my upgrade and the best of all i received 3 diffrent reasons why this phone is not send out, is this the standards of Vodacom - FRIGHTNING - i have been promised a call back and in 3 days time i have not been called back by any of these people.

i strongly feel vodacom should be looking into their sevice there is serious problems,

the upgrade number in question is [protected]

I had an accident with my cell took it to Bedford Centre they checked is insured told me to take it to EastGate Customer Care.
I sat waiting for my number to come up for over an hour when I did see an agent they again looked up said it was insured would send it for a quote. On Monday received a call to say it would be repaired and I would need to pay R150.00 to which I agreed. On Tuesday got 2 SMS's to say it would not be repaired and go back to Eastgate. I again sat waiting for over half an hour when I saw the agent she looked the number up on her computer and told me I had been sent the wrong SMS and the phone is being repaired and would be ready Monday/Tuesday. I went down yesterday Tuesday and asked if the lady could look up and give me a progress report, was told to take a number and wait, said I did not have the time to wait could she not just look it up, her answer was to come back when I have time to sit around and wait.
The staff at this branch must be the most unfriendly bunch and not customer friendly i have ever come across. I still have no idea when my cell will be repaired or not repaired.

16/11/16 - rek no - [protected]-7 - op die datum is daar bleikbaar n debiet nota van my rekening verhaal. Daar is geen toestemming vir so n transaksie gegee nie aangesien ek die Vodacom rek elke maan per internet 'EFT" oorbetaal. Volgens n me Mashudu dat die debiet order nie afgegaan het nie en toe betaal Vodacom die geld terug in my Standard Bank rekening. Ek het nie n Standard Bank rekening nie. Volgens haar skuld ek nou Vodacom die bedrag van R1215.60. Ek soek asb bewyse van die toestemming wat gegee is dat Vodacom die debiet order kan aftrek. Kan julle asb hierdie saak uitsorteer aangesien dit nie n fout aan my kant is nie.

dankie
Herman O'Neil

My phone was stolen on the 27th November 2016. On the 28th November 2016 I went to a local agent at the Kolonade Mall (Pretoria) to do a sim-swap. I have not been able to make a call since then despite the fact that I am on fully-paid contract. On the 2nd of December 2016 I did another sim-swap after having bought another phone (after suspecting the problem might have been with the device from a different brand).

My problem has persisted up to now.

I have been to several agencies and have called the 082114 number without any joy!

I suffered a substantial loss when my Samsung Note 5 was stolen and am now a further victim to the incompetence of the Vodacom personnel and the said "new system". I am a self-employed business person and the inconvenience of being unable to communicate on my duly paid service is needless to mention.

I really cannot understand how so many days and after so many people have been involved you still are unable to solve the problem?

If I could I would have terminated the contract already! I bought R7 worth of power hour in the interim and have lost out on that.

I know that given your history I would not even bother expecting a refund.

I am just awaiting the contract to run its course and I will be an experienced ex-subscriber.

The attitude by Vodacom to its customers is demeaning to say the least.

I have suffered enough and doubt if any PR gymnastics can change my resolve.

My Vodacom service has been suspended 4 X in 6 months, since I upgraded my phone. Never had this problem before upgrading. My account is paid on time every month and they cannot tell me why someone keeps locking my phone. They promise to have someone look into it, but no feedback ever. Very disappointed with incompetent and zero customer service regarding this problem.

3 of my phones were stolen in an armed robbery. I phoned Vodacom and reported them stolen and blocked the numbers. I went into Vodacom Fourways 3 days later and upgraded one of the phones and did sim swops on all 3 numbers so my family and I could get in contact again. One of the numbers was active the next day but the other 2 sims are still not active. I have phoned Vodacom customer care at least 10 times. I have been cut off numerous times but have been told 5 times now that there is nothing wrong on their side and I must switch off the phones for one hour and try again. The last time I phoned at 4pm on 6/12 I was once again told to switch off for an hour. When I explained that this had not worked I was told it was the only thing that could be done. I asked to speak to a manager twice and both times this guy put me through to another call centre agent!
What can I do?
This has been a hugely traumatic experience and Vodacom is making it worse!

I did an upgrade through elite mobile in september 2016. My phone was delivered on 28 september 2016. I was in botswana at the time and my office assistant signed for the phone. When i returned, i discovered that i was sent the wrong phone. Contacting elite mobile, they first had to listen to the phone conversation where i asked for the phone, to ensure that i was right and they were in the wrong. After not hearing from them, i contacted them again, to hear that they actually listened to the conversation and discovered that they did send me the wrong phone. Since then i have phoned them for the next nine weeks, only to hear promise after promise, putting the blame for the delay completely on vodacom. I am waiting for vodacom to collect the wrong phone, so that my upgrade can be cancelled and then i have to do the upgrade again to actually get the phone that i asked for over 2 months ago. I had to upgrade to a more expensive package for the phone that i wanted and in the mean time i have had to pay vodacom twice already on the higher package, without the handset that i ordered. I am getting nowhere with my request for vodacom to collect the wrong phone. Elite mobile just keeps on making promises every time i phone them.

I am so upset, Vodacom is very quick to take money from their customers, but they don't provide a service.
when you phone the call center you just get passed from the one agent to the other.
I have not been able to make a phone call, send a sms or use data on my contract phone since the 28th Nov!
they say I am not the only one and they sorting it out!
how long do I still have to wait?
I have spent hours trying to sort it out, i have spent over R500! ( phone calls from my MTN number, buying new sim cards, petrol etc) and still I receive no closure!
Maybe the CEO - Shameel Joosub should not be earning 22Mil per annum, and actually work and sort out the issues his company has.

I ordered a phone at the Vodacom 4 U store in Eastgate. This was done about 2 weeks ago & i still have not received the phone. The Manager of the store always gives me a today, tomorrow, next week story!
He was meant to call me to tell me if he received the stock i ordered, yesterday & almost 24hours later i have not received the call!
Till today i have not received any call or feedback from the store.
I have taken the time to go to the store many times to check the status of the order and this costs time and money, but no one takes heed of this.
Now i have asked for my deal to be transferrd to another store as i was the one that phone around and located a store not even 10km away that has stock. Now suddenly the Eastgate store is off line! This is completely unacceptable! So I will now have to take more time to go back to the store to get the deal transferred to the store that I located with stock!
i have been with Vodacom for years - this is not the kind of service i am used to getting from this service provider!

I have been reading all these complaints that are posted on the complaints board and wondering has anyone had a response from this Board. Or is just created to keep us busy waiting while they (Vodacom) go on with their daily business.
My contract was expiring at the end of November and I was scouting around for some good cell deals. I also looked at other cell phone providers. Most of the franchises don't offer the good packages and I was asked to contact 0821959 and they could tailor an affordable package for me.
The consultants are super fast and will call you back as well as long as you are doing a new contract- but lo and behold when they over promise and under deliver they disappear. This has been my problem since 28th November 2016.

The deal that was promised by a SELWYN BUYS was not the same when he chatted to me.
when another VODACOM consultant called to confirm all my details on the system was correct I was told of another package that was assigned to my number.

Also the messages and quotations they sent were going to another mobile number (my son's) calling several times to notify them of this error fell on deaf ears.
I had to constantly call (my frustration of listening to that marketing jingle) I timed the waiting call 20 minutes to 35 minutes at a time while they looked at and investigated my query.
On 30th Nov another person who identified himself as the supervisor MASILO offered to sort everything out
I eventually accepted the offer on the system as I needed to keep my number and continue with my day to day business. Masilo wouldn't budge but kept giving me his marketing gimmicks even to the extent of saying if you don't want this deal you can cancel it ( I would love to hear all the recorded conversations again)
The phone gets delivered with all messages about delivery going to my sons mobile number. Wrong color of the phone delivered. No courtesy call or msgs to say they don't have stock color etc... They just went ahead with the order.

I call 0821959 after I received the phone. I have not opened the package as yet. All info was recorded on the invoice. After many delays and waiting I ask for MASILO - he's unavailable . I ask for SELWYN he's not available either. This was around 11am
I call again at 2pm they both on lunch. Convenient
Both occasions I left messages for either one of them to return my call. I eventually call later that day and insisted( after my explaining my story for the hundredth time )to speak to someone in authority .
Eventually after the longest wait ever I get to chat to team leader Bryan BheBhe who again places me on hold to go investigate .
He apologises and assures me that the phone will be collected on Monday and asks me to stay on the line while someone takes down my details. 25 minutes later no one on the line. Frustrated I hang up.
I call several times on Monday asking for Bryan. He doesn't return any calls
Today is Tuesday 6 Dec I call asking for Bryan again after a long time of holding on he comes on the line asking me to please enlighten him on what the problem is. He says he can't hear me too well there is a knocking sound on the line. Eventually puts me on hold and that's the end of that .
He hasn't called since.

So dear VODACOM with your stupid slogan POWER TO YOU where is the customer service of this organization. We are the paying customers that you need to sustain this business. Customer service is paramount to any business. Employ people that understand that the customer is KING. How much of my time has been spent with me calling all your customer call centre numbers . To no avail. No one listens no one cares. Shocking that this company treats its customers so badly.
Is there an OMBUDSMAN that I can further take this up with.

My contract ended with Vodacom in August.On
28th Nov I applied to MTN for their Cyber deal and have my number ported but this request was rejected by Vodacom .Since the 30th of Nov I've phoned back and forth to Vodacom to try and find out the reason for the rejection.Consultants had told me it was due to R2.46 outstanding on my account, so I did an EFT for R5 just to make certain .Mtn tried to import my number again on 6th Dec and again Vodacom rejectedd it. This time got through to cancellations only to find out I need to give them 30days notice to change to pre paid and then it can be imported.This is ridiculous I'm the customer, my contract ended and because I wanna leave, I need to wait 30days ? I spoke to the manager at cancellations and he said there was nothing I could do to move across networks earlier.I don't wanna be a customer of vodacom I fulfilled my contract terms but I'm being held hostage by the vodacom network .How is this possible ...is Vodacom not ashamed of forcing customers to stay with them against their will.I thought the porting law allowed for freedom of choice once your contract is complete...is there any association I can lodge a complaint with? Generally if I was in contract I would be charged a fee to end the contract and move to new company but my contract was fullilled and there is nothing I can do to leave immediately? Obviously I want to poet my number now to mtn cause they have a far better deal...I'm disgusted that Vodacom stoops soo low to hold onto a customer ...

Date of incident - 3 December 2016
Reference of call logged - [protected] Received telephonically
Second Reference - 1-[protected] Received via SMS
I received my contract airtime of R200 on 1 December, converted R99 of that airtime into 500mb data. I made two calls - 1st call was Thursday at 7:14am duration was 1 minute. Second call was Friday at 8:11pm and duration was 14minutes. By Saturday 3 December I had no data and R34 airtime. By the 4th I had no airtime either (despite no calls being made). I logged the call on 3 December 2016 to which I was told my data was completed due to internet usage. I told the Vodacom consultant (Smanele) that I use my company wifi during the day & only use whatsapp at night. I generally use 150mb at most during any given month on my handset & could not understand the difference this month & how all my data was just gone within a space of two days. She (Smanele) gave me a breakdown of times that I was apparently on the internet and one of the time slots was 04:00am on Friday morning. This already tells me something else is wrong. I asked that she escalate my case to someone senior who would understand my frustration & get someone to call me back on the 5th December 2016, but to date no one from Vodacom has called. Instead, I got an SMS with a link to the support website. How does this help me and how is me logging another case helping me. For someone who pays large contract fees I feel this is disgusting.

Good Day,

I would like to escalate about the incomplete contract migration from Prepaid voda number to Contract Red Premium plan.
I recently took a contract with Vodacom last week Tuesday from Vodashop Brooklyn.
From the contract, I requested my current Prepaid number [protected] to be migrated to Contract and SIM SWAP from micro SIM to NANO to SIM to be able to use the New iPhone 7.
Since from the 30th some of my line services are blocked ie: Internet 3G, CLIP caller identity.
Contacted Vodacom Solution and Submitted incident #ref1-[protected] still not resolved.
Escalated to Vodashop Brooklyn Anita and Craig on Friday 02/12 and they also submitted an incident
#ref INC000005677065. Still nothing has changed.
Vodacom Brooklyn can process an request order for Sim SWAP to NANO SIM because my number is Blocked from SIM SWAP request.

I tried to cancel the new contract because of these unresolved issues with my contract migration, unfortunately the cancellation team informed me that my number is still Prepaid.
All my issues are still not resolved and no feedback from Vodacom customer care

Your assistance will be highly appreciated

I just upgraded my Vodacom contract the phone was delivered, however i called Vodacom to do sim swap as the new cell phone uses micro sim card, i received a very bad service from Vodacom consultant, i asked for some details on the statement which i don't have as my statements are posted to my home address in in Limpopo while I'm not in Limpopo at this moment, i was told they cant help me i have to go to Vodacom shop. the reason i did my upgrade online i was avoiding the issue of standing a long que. I'm now frustrated i just want Vodacom to take back their phone and cancel the upgrade, i called another consultant i was told my account is in areas of an amount of R 10151, where is this amount coming from? I regret having a contract with Vodacom nevertheless using their network

I am presently on way to india. I first asked to activate roaming.. They asked me to send sms to 123,,, type travelon. Then I called the day I was leaving and asked again to be certain, then the gentlman says that they activated international calling and not roaming. So he said not to worry abt it and he will activate immediately. I am presently in dubai enroute to india. No signal, it says my number is not registered with the network. Now I cannot call sa or anyone to rectify.

The reasn for being cautious and double checking, I was in china in march this year, and the exact same thig happened. I could not even do internet banking because of this.

Please sort this out as I cannot contact you. Even the emergency numbers cannot be dailed. Says not registered with network...

I ha 4 contracts with vodacom, I now only have one because of these issues.
I get a better deal with telkom...

I cancelled my contract at the end of August and ported the number out on the 1st of September. This was confirmed by Vodacom, but in October they started invoicing me again and debited my bank account for 2 months. After reporting it 4 times nobody have returned a call to give me feedback. This morning tired to call them twice both times they just hang-up the phone without talking.

Hi, firstly i wonder if vodacom ever respond to its customer complaints they receive or if they pick one out of one hundred to resolve.Their service is becoming worst and worst. I have been a loyal customer for over 18 years and are finally considering changing service providers because i am fed up now.

Why do vodacom let you dial 111 to get through to customer service but then let you listen to voice prompts after voice prompts after voice prompts.
Why dont they just let you speak to someone in customer service if you requested to do so. Dont try and shift the attempt to speak to someone away by asking you to press this and that after you have already requested to speak to a consultant.

Why is it that i signed up a contract for x amount and to receive x amount of data do vodacom decide if you go over the limit to just allow the bill to run and run. The moment i signed up i would have said its fine or ask me if its fine dont go and do what is in vodacom's best interest...Look at what is in you customer's best interest.

I hope or pray or wish or whatever ...That vodacom will look into my concern and everybody else's concern..You must remember people only complain once they are fed up with service, ., , so clearly vodacom dont care if we complain or not because they have million others who dont complain and will just piggy back on the non complainees to make their mega bucks...
If more customers actually do move on to a different supplier and not just say so to get hurt maybe then vodacom will take note of its paying customers.

I am at my last with them, , , in the beginning they weren't bad, , , they just got worst and worst as time goes by. At the end of each call they want a rating .To do what with, , , no matter how bad you rate their service, , , you never hear from them again...

It's been 33days since my initial enquiry.
To make the story short and less frustrating for myself, my Samsung Galaxy Note Edge has been blacklisted and no one can tell me by whom.
I've been informed that my phone would be rectified but still it has not been.
I've never complained about the bad service I've received from Vodacom ever because I believed in the company. My faith in this company cannot be restored ever again.
I've done 3 Hello Peter complaints voicing my frustration and disappointment.
Im extremely disappointed in this company. I've been with them for many a year and I guess being loyal is overated.

Good day

I would like to lodge a complaint regarding my cellphone account .

September billing was astronomical and when receiving my October bill to my dismay the billing was also high.

The numbers that we are quering are [protected] and [protected] both with high data usage. With no warning sms was sent when contacting the support 11/11/2016 line the lady advised as follows that these messages where sent

[protected]
15th Sept 2016
290mb left

17 Sept @7.39
General notice
Data bundle has run out out of bundle data rates will apply

[protected] Peter
11 September
197MB remaining

12/9 @14.03 you have 98MB

12/09 @2 17.47 you data bundle had depleted and out of bundle rates will apply

Neither of the above mention numbers received this sms.

As a long standing account holder i have never experienced such high usage or shocking billing please could you look into this matter as I would like to request a refund on these two number.

I cannot afford this type of service in my business capacity.

Please respond to the following email [protected]@kelfords.co.za

Kind regards
Hayley Kensley
Dealer Support Leader

I upgraded on 24Nov and received the phone on the 28, my package was supose tobe migrsted to Red Advantage on 1Dec I spend the 1st of Dec from 8:00 till 17:00 to sort this out last 5 hour at Voldaworld, with a promise that it would be sorted by the 3rd.
It is the 5th of Dec nothing has changed ecepted I have spend over an hour on the phone send from one call centre agent to the next, every one has a difrent story