Vodacom
Reviews and Complaints

On 30/11/2016 I logged into My Vodacom to double check when my data bundles would expire. I saw that my balance was 11 gig, and that I had two active bundles. The first one had 1 gig remaining that expires 01/12/2016. The other was 10 gig that expires 01/01/2017. This was the 10 gig I was told I would recieve the first month after upgrading. Today 01/12/2016, I recieved an sms that I didn't have any active bundles. I ignored it as I knew I had an active 10 gig, and I get those messages every month.I was using my phone as usual and late tonight decided to check balance. I was shocked to see that I had only half of my monthly airtime left and had 0 data. I'm still not sure as to what is going on.

But how could such a massive company make mistakes like this.

I've been having endless problems with Vodacom since the start of the contract. Since last year Vodacom has been in breach of contract by deducting the incorrect amount from my account. I complained and thought the issue was resolved. The issue is not resolved as Vodacom is still robbing me by deducting the incorrect amount from my account. Does anyone have brains and actually know what they doing PLEASE DO THE RIGHT JOB! This is UNACCEPTABLE & UNPROFESSIONAL!

I did not sign up for this crap!

Desirable Solution - Cancel everything, nothing to do with VODACOM! I WANT MY MONEY BACK!

I was due for an upgrade on the 6th September 2016.
I did an upgrade online.
I had NO response.
I have since been calling for the past 6 weeks, causing much inconvenience and valuable time.
I have spoken to about 5 different consultants, to end the call that they would be calling me within 24 hrs to arrange a day and time for them to deliver my phone.
Last Friday, I was so fed-up and frustrated to say the least, that I asked to speak to the manager - someone called Brian.
He PROMISED to call me at 3 pm to arrange for the time and day of delivery of the phone. Up today I am still waiting.
I have spent a frustrating day trying to reach them, but no answer.
their service is pathetic to say the least, and I am now at the point where I wish to CANCEL all dealing with VODACOM. OF COURSE< I AM STILL BEING BILLED!
My tel # is [protected].

[protected]

contract was incorrectly done by Vodacom per telephone

I called 111 to complained many times during the last 10 months

I went to 2 service provider outlets and spend a lot more time to correct the mistake - they promised that it was solved on their system, but every month the incorrect payments go off my bank account for no service at all !

Vodacom sold me a 2GB vodafone wi fi router r216 device. after FOUR calls to customer care and hours of holding vodacom has been unsuccesful to activate the sim card since 16 November! It has now been 2 weeks and not activated. After holding now for abother hour and being tranferred to departments I am desparate for service! The number is [protected] and puk [protected] has not been activated since the request on 16 november and multiple calls after that to customer care.

Worst service provider for a year they have been overcharging on my data contract. When you buy data you have to buy airtime and convert to airtime at a hire cost. They do not care that you are disabled and a pensioner. They are rude and arrogant. You always have to listen to a whole lot of answer this answer that. Then you must own an extra phone so that should you need to upgrade your data or have a problem. Or buy more data. You have to have this phone as the sim is bigger than your current phone. then even though married for 41 years they still want to verify your husband even though the cash in the bank is mine. Strange I would say. Then they loose the data you have purchased for R300 oh just buy again is the attitude. What why do they not buy it. Then this month 10GB to go through only 5GB is loaded. What IDIOTs work there

Good day

I checked at my detailed balances (using *111#) and the sms stated that I still have 9.84 GB data until 15/09/2020, yesterday. This morning I received an sms which said that I ran out of a data bundle. When I checked it again it said that I have 0 MB data available. I still believed that I had 9.84 GB. Why would it tell me that I have data left for almost 4 years and now I have nothing? I need to get my data and if it was a error they need to fix they system!

Good afternoon

I am not usually a person that complains about poor service, but this is just unacceptable and ridiculous .

20 November
I have tried to load data on my cellphone, and after trying a few times and being unsuccessful I phoned vodacom's customer care number.
They tried to load it from their side and said that there was a technical error, but because it was a Sunday the technical side will phone me back no later than Tuesday.
No one contacted me.

Tuesday evening I phoned again, explained my whole story again, and the guy promised me that he will sort it out and phone me, the next morning at about 9.
This never happened.
On Thursday I phoned them yet again, when i spoke to a lady just to find out that no one ever logged a query at the technicians.

She told me that she will find out what happened and call me back before 12:00. She eventually phoned back after 15:00, asked me if i could write down the reference number, i couldn't and asked her to please sms it to me. I am still waiting on her sms.
In this call i also heard that i had 2 packages on one number. 2 months prior to this Vodacom phoned me and asked if i wanted to migrate to a larger package that i accepted.
Over the weekend i knew no one would be able to help me, so i didn't bother phoning.

On Monday i phoned again.  The lady was very helpful and told me she would phone me back the next morning, knowing that i had not trust in anyone at Vodacom to phone me back, because she could not retrieve all the information that she needed, and had to refer it to the technicians. She at least called back, but with no solution.

Yesterday morning i had to phone yet again, just to hear that nothing has been logged against my phone number, and therefor the problem was still not solved.
The guy that i spoke to at least got it right to give me a reference number for the query.
At about 14:30 i received a sms that it was handed over to another department to assist.
At 14:45 i received another sms saying that the query has been closed.
No one phoned me, and i still did not have any data on my phone.

30 November
Today i had to phone customer service yet again, with no result either, everyone at vodacom promises to phone back and find out what the problem is.  I still do not know what is wrong with my phone or if i will receive any data for the new month. Also i still can not load data.

How in this day and age do we have people, a service provider, that do not provide a service? Why do we as customers have to fight for a little bit of service if it is actually what they are there for, and what we pay for?

This is not the first time that someone at Vodacom does not do their job properly and i have to be the one that has to pay for it in the end.

I am really so frustrated and irritated with all of this.

Kind regards
Corrie Beukes
3 Kalami, Gie road, Table View, Cape Town
[protected]

I upgraded my contract end October 2016, my new contract started in November 2016. Since my new contract was activated my LTE did not work. Went to Vodacom 4U in Cradlestone to get assistance at the beginning of November. They re-synchronised the system and nothing helped, this went on for a month on the 28th November while trying to synch the system my data, min & sms disappeared and now have no service at all. I called 111, 191, went into numerous Vodacom stores and the story ends with we cannot do any more the IT needs to manage the issue and i must log a call. The turn around time is supposed to be 48 to 72 hours. However they don't bother calling back or resolving the issue. However the reminded me the 60000 others Vodacom customers have the same problem. I am apparently not unique to the problems Vodacom are facing, i will have to get into the 60000+ que and wait my turn. Shocking service, as a customer I feel helpless and the staff at the outlets are unable to assist. There is no escalation process no management to refer to and no references numbers. Totally reliant on some minion in the back office to fumble till it finds a solution.
Dear Mr /Mrs CEO of vodcom get off your ### and do something.

I Updated my Contract with vodacom online and took one of there CPO phone, at the same time i changed my package to a higher priced package to suite my needs .

The Device a i5s CPO unit was delivered at the end of June / Beggining of July this year,

I updated the ISO to 8. something then at the end of August to 9. something,

From then until End of September my Phone started acting up with regards to making or receiving Voice calls, The device would also hang when i tried to use the touch screen to make or cut the call for voice, however, i was able to use it on data calls using the apps installed, this too started to become a problem the week i decided to take the phone in around end of September Repair Number ( [protected] )

Once delivered i got an SMS saying the device had been booked in . ( Capetown - Bayside Mall)

I was asked to fill in a form with regards to pass words and To remove find my iphone in store which i asked for assistance with and once the lady was happy i left the Store

I asked to have my data backed up as i was happy to pay the Fee required for the backup

On the 20/10 i got an SMS saying the phone had been returned as the find my iphone had not been deactivated . I was not sure how to do it online but the person was kind enough to explain how to do it which i duly did and SMSed back, they said it was fine

I received and SMS to say to come collect my unit, 24/10

On going into the store i was advised my phone was not repaired as i did not approve a Quote, I asked why i didn't receive a call or SMS about this, and i advised the stores person it was only 2 months old why would i require to authorize a unit under guarantee

As they couldn't explain this i paid a R57 fee just to get the phone so i could have it delivered to another store where the staff where more helpful

I booked it in on repair [protected] on 27/10 the same day at Tygervalley vodacom as when i took it from the Bayside mall . They apologized and advised it would be corrected .

I received an SMS to collect my unit on the 23/11, which i did on the 26/11
The report said No Fault found, I put my sim card into the phone to check it only to find the same problem and i showed the instore technician, who rebooked the phone in on [protected]

I called the Technical repair center today the 30/11, and they advised the phone was sent back as the find my iphone was activated ? how if i had to delet it in October was it activated and why was i not called and advised or why am i having such difficulty with the poor customer techical know how, the vodacom shops have special reps for other brands which help their clients .

I am not happy to have been sitting withjout the unit for nearly 8 weeks getting merssed around, Vodacoms Service is poor, the instore service is poor and the technical know how of staff is poor

I'm complaining about an upgrade that never happened
Try to upgrade in September 2016 at Vodacom Nigel to a laptop was but was declined, Vodacom still charge me for a laptop that I didn't receive.
I upgrade over the phone in October 2016 and received as a Samsung J1mini on October 19th via courier, upgraded from 1 gig data contract to 150/month flexi airtime.
My contract change then from 1gig data/[protected]@R241 to R150 airtime/month, Vodacom still bill me R345 this month? ?
Please let me know what is the problem, I called the 110 no but they can't help me.
Thanks
Mrs GJE Riekert/[protected]

I phoned the customer care line on [protected] and was transferred to customer services where i was then told i needed to phone [protected], my query was simply to ask if someone could please help me find a branch that had one of the phones listed for exchange for 1000 talking points, i had been to 5 stores in the umhlanga area where i was told by sales staff i should get an S7 edge and pay the difference of R8000 and get that instead, completely ignoring my request for the free phone nevermind the fact that not a single shop had any of these phones in stock, i was then transferred to the pre-paid customer services who then told me he would transfer me to someone who would be able to help me locate a phone, upon hearing my request, the very rude woman told me she would transfer me back to the pre-paid customer services, i enquired as to why, to which she responded this isnt her department, at this point i had been to 5 branches and transferred at least 4 times on the telephone, i enquired as to whether or not she was sure and she just said to me i must phone 082 111, after enquiring again as to whether she wasnsure or not and explaining my frustration with the situation she proceeded to ignore me, this is a terrible experience as a customer, I have a copy of the telephone conversation in my possession and would be happy to share it with you, as i am already planning to share it on every social media platform at my disposal,

I hope I am responded to urgently as I am very ready to express my right to freedom of speech in an attempt to get people to leave your network

I did an online updrage in March 2016 while working for Nedbank Sandton, I then changed employment before the handset could be delivered. I called Vodacom to change the delivery address but I was told it is impossible, I was told I will have to wait for the courier company to return the phone to Vodacom and then the upgrade will be cancelled. I will then be able to do a new upgrade using my new work address. I have been calling Vodacom since April 2016 to try and resolve the issue with no success. Vodaom is still busy sending R110 airtime and I am paying for the airtime with no handset. My number is [protected] and when I try to upgrade online the system doesn't allow me. I want to cancel the contract since the upgrade failed and legally I don't have a contract with Vodacom.

I have a business contract with a number of lines connected. On Thursday 24 November 2016 I attended at the Greenstone Vodacom shop to upgrade a number of lines.
The attendant was very helpful and successfully upgraded the lines.
As part of the upgrade I was given a "new" Samsung S6. I suspect that this phone was not new in that:
1. Stickers on the back;
2. Box opened;
3. Non-factory software "ACT" that caused the phone to run diagnostic tests repeatedly (more than 100 tests) each time you started or used the phone.
I returned to the store on Saturday 26 November 2016 (2 days later) and was told that I had to send the phone in. I had to get an adapter for my sim card in that my old and new phones take different size sim cards.
I was within 7 days of purchase and the manager (separate story) refused to even consider a new phone. This is contrary to the Consumer Protection Act and nobody could help me.
On the manager aspect - I was given to the assistant manager "Marco" who tried his best to help but his manager (who came into the store and left when my issue was discussed with her - with a shopping bag in hand) refused to deal with me.
I have been badly and unlawfully treated and the in shop assistants could not help and the manager was absent.
I now need to travel up and down to see the progress with my business in Kensington and I live in Edenvale.
I demand a new phone and all paperwork to be completed when I arrive.
I have some 7 contracts with you and have been a loyal customer for more than 20 years. I expect better service.
Paul Farinha
Main number : [protected]

Placed an order on Monday.
Takes more than 2 hours to reach any consultant.
My application was not processed and confirmed after calling in myself.
Takes 2 hours (again) just to reach a consultant and confirm my order which I had placed the previous day and it seems it was never processed.
Promise of next day delivery is a scam as I had call in (again!) just to follow up on my order -it seems delivery will not take place the next day as promised!

I have not been able to make calls or use the internet on my phone for over a month now. I have been to three different Vodacom Branches and made numerous call to the call centre. I hear the same thing over and over: ''The account is in order, the matter has been escalated, someone will call you back.'' Nobody ever calls back. I have been in contact with the KZN Regional Office for Vodacom, spoke to a Client Liaison Officer, no feedback. I am paying for a service that I am not receiving. This is completely unfair and unacceptable. How can this company refer to themselves as ''South Africa's best and leading cellular network''? It is clear that they are clueless when it comes to customer service.

I have received my mobile wifi R216 15November and Immediatly phoned activation to activate my sim. It has been 6 working days of which my sim is still not activated. I have phoned activation many times of which they say yes they can see it should have been active long time ago " turn around time 24- 72 hours.

I have a business to run of which I need Internet, now I am stuck without Internet of which first of all waited not only 7 working days for the device and now already a total of 13 working days to use the actual device.

How is this acceptable for the best network?

After my monthly data bundle was depleted I purchased a 2GB bundle on the Vodacom App but it was not allocated to my account even though my purchase was confirmed. I checked my balances & noticed that my data was still on 0 so I purchased another 2GB which also didn't go through. The same thing happened in October when the Data bundle I bought only reflected a day later & I was charged over R200 because Vodacom failed to update my account when the purchase was made. I called the customer care & was put through to 3 different consultants & was told they are aware of the problem with the data bundles not being allocated. I then asked why if Vodacom knows about this problem are they still charging customers Out of bundle rates probably hoping it doesn't get noticed & only crediting those few that do query the charges, then I was told I needed to speak to the Data dept & again got transferred. I held on for 19mins listening to that same rubbish tune they've had since forever until I hung up. I suspect this problem has been going on for a while because after querying data charges in July I received an email saying "as a once-off gesture of goodwill. Vodacom will credit your account to the value of R1090.56". What passive-aggresive bullcrap is this? Like they doing me a favour by crediting me what they've overcharged me for. What "good will?!" They had no problem giving the credit because they know they're at fault! Now my Bill so Far is again over R1000 for this month wonder if I'll get another "good will" credit? What about all the other months I wasn't monitoring my how Vodacom handled my data usage & now that I am monitoring it on the Vodacom App they still charge me for the data used to do it!

I have been a client of vodacom for over 14 years. My contract is up and due for an upgrade. I had a look at the contracts available but none suit me. I need a higher data package which you do not offer. For the same price of my current package I could get unlimited everything from telkom or pay less with higher data from afrihost. I word in the fibre industry so I fully understand the need for excess amounts of data. I called and spoke to a consultant in Wednesday last week who said she would forward my request to the price match department (if this even exists) and I would receive communication Withings 48 hours. It is now Tuesday and still no word. I called today and explained my entire situation to some bad person on the other end of the line who then hung up the phone. I called back twice and held in for over 15 minutes each time with no answer from one of your useless consultants.
If this is the way you treat your king standing clients I don't think I want to continue being a client. I want to stay with you but everyday you are making it less appealing. I'm ready to cancel my contract and tell Riley world of your poor service.
My question to you is how you can treat your clients like this when you no longer own a monopoly on the market and further more when a company like telecoms is a quarter of the price.
I truly hope you get your act together and call me in the next 24 hours.

My upgrade date on my contract was 15/11/2016. Since the 15th, I have been phoning Vodacom's Upgrades department every day. I am being send from pillar to post, with no assistance. The Upgrade Department tells me that there is something wrong with my account, I have to contact the Accounts Department. When I contact them, they tell me that my account is up to date, I have never missed a payment, I have to contact the Upgrades department again. I have been told more than once that their system is offline, someone will phone me back within a few minutes. Nobody ever phones back. I applied online a few times and I get and e-mail every time, saying that an agent will call me, but nobody calls. I have 2 contracts with Vodacom. I want to upgrade one of them, the other one can be cancelled. I have been paying my account every month for 22 months, why is it such a struggle to get it upgraded? The number I want to upgrade is [protected]. I can be contacted on [protected]. Thank you, Madrie du Plessis.