Vodacom
Reviews and Complaints

I have received a bill from Vodacom for usage during October 2016 for oer R5000. I have a data contract for 5 Gig (cell number [protected]) which I hardly use and during October I have only used it once to book seat for a flight from East London which can never have used more than 5 gig data. I only use the data bundle with a 3g router which is only for emergencies because I do have a DSL line for home use. Phoned Vodacom on 21 Nov 2016 and they have promis to phone back on 23 Nov which never happened an I have to phone again. They promised to look into the issue and send sms that the issue has been escalated to support specialist with reference 1-[protected]. Not receiving any further feedback again phone Vodacom on 29 Nov 2016, holding on for 40 min and again only get a reply and sms that it has been escalated to support specialist., new ref 1-[protected] and a promise of feedback on 1 Dec 2016. The problem is with the incorrect billing an incorrect debit order is now going to be debited to my account tonight and I have to battle yet again to get it refunded.
This is the worst service which I have ever received from Vodacom. The customer care line is one of worst lines to log a complaint and is now the only way of dealing with Vodacom, very quick to bill the customer but taking their time to resolve problems. I am not the only customer complaining for incorrect billing in November - some reported pon Hellopeter and others on News24.Mobile & Cell Phones

@Vodacom
Thank you for the wonderful service I have yet to receive .
Just a high level overview of your Service. I did an application on 23rd August 2016. This was for the iPhone on a package for R199. I got a call from your confirmations department for the necessary verification process. I called a week later and was advised that my order was cancelled. Why. Only the wonderful people in your department would know. The order was then placed again and I received a call from the courier company advising me that delivery of my phone would take place on the 02nd September 2016 . I have yet to take delivery of the phone. I called again in early October and spoke to another agent escalating my query and promised that I would receive my phone he then resigned and I was left without any feedback. I spoke to Sherilynne who re-opened my case last week and promised me delivery of my phone. The confirmations department called me and did the verification process. I called through on the 28th November 2016 and was advised that my order was again cancelled. Why. Only the wonderful people in your department would know! After chatting to numerous agents who clearly have no customer skills . I was advised by Sherilynne that my order was cancelled as I had failed the confirmations. When I asked for a managers name and surname, this is against company policy yet my personal details are provided to you telephonically. Please can you advise which lie I should actually believe: if I failed verification/confirmation, how would I receive a call from your courier company regarding delivery in September. I have called your Customer Care / Sales department on numerous occasions . They have asked me the security questions : why wasn’t this updated as per current. Please listen to my calls as this is purely unacceptable.

account no; NM055481-3
cell; [protected]

This morning(29 November 2016) in FIN24 complaints of clients of extreme high data accounts settled by Vodacom.

I'v visited midrand June of the same issue and requested to cap account.

To my amazement received account again oct once again extremely high, visited centurion shop, migrated contract to make more data available but also once again ask to cap account .

Even with my visit yesterday at Vodacom the attendant did not explain settings on slim phone to stop automatic offloads, only after I read the Fin 24 I investigated further.

my extreme accounts ; two invoices since new contract and took delivery of slim phone March 2016- one exceeding R 1300 for data and another nearly R700.

My humble request is for some sort of credit to be accommodated likewise your clients in Fin24 report.

regards
rod van der walt

A few months back I upgraded my phone at the mentioned branch. That same day I asked the consultant to update my details (surname and postal address). Today (29/11/2016) I saw that none of my details have been updated, so I phoned the branch. Once I finally got through, the person that picked up the phone (Itumeleng) told me none of the consultants are free to help me, I must come to the branch in person to fix the problem.

I find it irritating and a nuisance to must go back to them to fix the stuff I ALREADY gave to them. Why aren't they doing their job? And why must I waste my time and petrol to go back to fix their mistakes?

I regret the day I upgraded there, and wouldn't refer anyone to them.,

Good day,

I am writing this email on behalf of my mother K.S Vorster

Please not the following:

1. Mobile has been a prepaid number for many years and that the phone she owns has been purchased by myself as a gift to my mom 2 years ago.

2. Early 2016 she was offered a WiFi device with 2GB data per month on a 24 month contract at R119.00 per month. Contact name Manthe.
The WiFi device data was transferred to my moms cellphone monthly to enable her to utilise at any time and location.

3. In July 2016 a Vodacom salesperson called her to offer a Tablet contract. She said she is not interested, but was convinced to take delivery of the device and to see if it works for her - with the option to return within the required period with no obligation to continue with the contract.

Tablet was returned on 26 July 2016 Waybill V1P0012544 RAM couriers, signed by Simon

4. My mother also called on 26 July twice and spoken to a Nhtabiso and and Ester to confirm that the tablet was send back and that they must remove from er name.

5. The amount of R248 was continued to be deducted form her bank account. After numerous calls to get the Vodacom account department to rectify this matter, remove this from her name and cancel the debit order, resulted in no success. Debit order was not cancelled where after my mom went to the Bank to stop this debit order herself, as she has now tried all avenues to resolve the matter with Vodacom.

6. The above followed with numerous calls o Vodacom customer care, she spoke to numerous people, the last on 7 November 2016 (Ntswakil) reference number S3-GBCW-WIXYF.

7. She started getting sms's that she is behind on payment for the tablet device and that she must pay up, or she will be disconnected. More calls, and with the assurance that this will be rectified, nothing was done and she was disconnected which resulted in huge distress and psychological breakdown of my mother. The frustration to not been able to talk to anyone who is able to assist, promises of rectification but no action and the absolute frustration of not able to resolve anything.

Now I am insisting on answers:

Why was the tablet not removed from her account?
Why after so many calls did they not cancel the debit order?
Why after so many calls did they not assist my mom in resolving this matter?
Why do Vodacom insist that she has a contract phone, whilst she has a prepaid phone and at no time whatsoever did she sign up for a contract phone?

How dare Vodacom disconnect her phone line and services whilst she is monthly paying for the wifi data and do not have the tablet and did not sign up for the tablet or any phone contract?

I insist on the re-connection fee to be reimbursed in full.
I insist on the refund for the tablet to be payments deducted in error as a matter of urgency.
I insist on proof that she signed up for a contract phone and if not I want a refund to her for the months it was deducted form her account.

I have been calling vodacom for the past 2 months now.
They told me that I can definitely migrate the end of this month.
When I called today (29 november 2016), I have been put through to 5 different departments and not one single department / person can help me.
They cannot even pick up the contract that I want to upgrade to.
The last agent told me that I should call the after sales department which will be able to assist me very quickly, only to find out that they only do cancellations and that I can only migrate after 7 months. The agent I spoke to last month checked my profile and said that I can definitely migrate the end of this month. I cannot wait any longer. My job consists out of using data, and I need 20gb asap. This would mean that vodacom will make more money out of me. But it doesn't seem that any trained agent is willing or able to make sure I get what I need. I am heavily disappointed in vodacom. And if no one can help me within the next 24 hours, I will make sure that my contract gets cancelled. I don't care what it takes. I want nothing to do with vodacom if this problem persists any longer. It's absolutely shocking how none of the staff members has a clue on how to help me. Don't they get any training? Don't they live by the motto to go out of your way for a client that has been with vodacom for 15 years now?

Ezelle fourie

I contacted Vodacom the first time on the 21st of November 2016 to complain that I cannot make any calls. As soon as the person answers there is 2 beeps and the call cuts. I was supposed to receive a reference number but did not receive it.
I then phoned back on the 23rd of November to ask for feedback. The consultant only said that the query is still with the technical department. I then spoke to her Manager, he advised me that the query needs to be resolved by the 24th at 11:00by the technical department. I still have not received any feedback and it is the 29th of Novemeber.

I had to get a pre-paid simcard "CellC" so that I can phone out. I have had to buy a lot of money's worth of airtime, because I cannot use my service that I pay over a R1000 a month for

In the beginning I received free minutes for dropped calls, but it is pointless if I cannot use them. My data works fine

I feel that the service I received is pathetic, not one person contacted me to let me know what is going on.

Hi my name is sheldon grobler

On the the 21st of novmeber I called the vodacom call center to upgrade on my contract (number of contract, [protected])

After speaking to the agent at the upgrades department, I upgraded to a sony xperia x

The agent confirmed to me that I can expect delivery in 5-7 working days

On the 29th of november, I once again called the upgrade department as I still did not yet receive my new phone/order

Various times, I called the department, I informed them to contact me on the following number to schedule delivery : [protected], no call has been recieved yet

On the 29th when I called the upgrade department, I spoke to an agent with the name leah, she confirmed to me that they have done everything on their side and the order is with the courier (ram hand to hand couriers), the agent also gave me a tracking number : k0088066, and confirmed that I can expext delivery, once again, I told the agent if they should contact me for delivery address, they should do so on [protected]

After I spoke to the upgrades call center agent, I called the courier services to get an uodate on my order delivery from vodacom, they confirmed to me that they have'nt even picked up the product form vodacom, yet, leah form the uogrades department said I can expect delivery.

Please advise when I will receive my upgrade!

Sheldon grobler
Id; [protected]
Contact number ;[protected]
Number upgraded ; [protected]

I currently have a flexi 200 contract paying R569 per month for an iPhone 6plus, the phone has now failed to operate and I have sent the phone to the iStore as the phone is out of warranty, they came back to me today with a quote of R2500 to repair the phone, I am not happy at all as I have taken meticulous care of the phone and was told it's a hardware problem, my phone is only 4 months out of warranty and I cannot be paying so much money per month for a phone that does not work, I have taken this up with apple support to and am yet awaiting feedback.
How can one pay for a phone that cannot even last the duration of the contractual period, again I take very good care of my things, glass screen protectors and silicone phone cover at all times, I am currently using an iPhone that is 6 years old at the moment which should say a lot.
As many people I use my phone for work but I solely rely on my phone for work as I need to run an app to receive work at all times, this app cannot run on an old device and I cannot go and buy myself another phone as I would then still be liable for the repayments and still pay my monthly bill to Vodacom.

I approached the store to possibly upgrade early and was told that is not an option. all I would really like is for my phone to be repaired as this was not an act of negligence on my part, again I would like reiterate that I solely rely on my phone for work and cannot work without an android or iOS device.

Should you need to communicate with me regarding this matter please email [protected]@gmail.com
[protected]

Regards
Marche Daniels

My id number is [protected] the number I am complaining about is [protected].I signed a 24 months contract with vodacom sometime in may or june i cant recall the exact date.I got a J5 cellular phone and bought a sim card.My sim was supposed to be activated in 48 hrs but it was never activated contacted customer care but did not have the new number in question so they could not assist me they picked up my other contract but not the new one.made an effort to contact the store but when i went to thr store they were offline so they said they can not help me.In August i received a statement from vodacom with interest beong charged on my account but I dont even or never had received airtime from the number.went back to the store in maponya were I took the contract they also could not pickup the number later in september my account is accumulating errors but i dont have the sim card that they claim is activated.spoke to the store manager eventually she took the matter and i gave her my bank statements.but I have not heared anything from her and its already a month.my account is in errears but I have not even once received airtime from vodacom.but I am expected to pay now an amount of R1.130.06.I personally feel vodacom has bridged our contract i signed a contract stating i will get J5 samsung cellular phobe plus 200 airtime.but I only got a phone and no airtime.now they took my account to the legal department but they are the ones who were at fault not activating my sim card.but I am expected to pay gor the service that was incomplete they are blaming the sales assitant who resigned.Can you kindly assist regarding this issue because I am so tired of the poor service I have been getting i am doing all the run around as if this is my fault.I am also taking the matter to Hello peter to assist me.

My contacts are [protected]

I called 082111 and was put on hold repeatedly for up to 58 minutes at a time and then cut off!
Unacceptable.
They have been repeatedly unhelpful over a range of issues.
I cannot wait for my contract to expire so I can change service providers. Not just because of the abysmal service but because of the exorbitant data costs I've been getting recently despite me significantly cutting down on my data use.
For anyone considering getting a South African vodacom/vodaphone contract, please reconsider and look to another cellphone company.

Good day
on 28 November 2016 at 16:30pm i received a call from [protected] offering me one of your contract packages and i politely declined then the sales lady changed the whole thing saying (in a rude manner) that she is actually offering me a job and i am busy saying not interested, not interested then dropped the phone. i am so not happy. help. why would she do that?

Hi

I am Melusi Ngcobo on the 30 of October I have submitted my phone at jabulani repair centre BlackBerry Leap job number [protected] on the 12 November I want there to check my fone when I get there nothing was done on my fone yet I had to rebook my fone again for repair

Then again I was told my fone ime number is not appearing on they system head office no even today nothing yet has been done on my phone its been a month now it not my folt that its not appearing in their system like really I have been using vodacom for more than 10 but really after this I am starting to loose hope after calling Vodacom they ask you on how they can improve their service my time has weisted

I am looking forward to hear form you guys with 5 GB data for 3 months

Kindly yours
Melusi Ngcobo
[protected]

On the 8th of November, we went to Nelson Cellular in the Modimall. We needed to get a laptop and phone for a new business that we are opening. We were introduced to the G TECH phone that looks like a switchboard, but is also WiFi capable. Because of this function, we decided to take it.

Once unpacked, we connected the WiFi of the phone to the laptop (and it showed that it was connected), but as soon as you go in to google, it showed that the network is not connected.

We then took both the phone as well the laptop to a IT guy, which also struggled to get it connected. He advised that we take everything back to Nelson Cellular and ask them to assist.

It's been a week already since we requested them to show us to get this working. Every day they promise that they will have it sorted out by the following day. Even them, that is selling the product, can't get it working.

Today, we went back to them to request that they pay our money back, and the answer was that it's not going to happen - they will not pay back our money.

I think that this is really bad service delivery. How can you sell something if you don't know how it work? And if you can't figure out how to get it to work, refund the client then!

I hope that Vodacom Headoffice will do something about this. Nelson Cellular in Modimall (Modimolle) is giving Vodacom a really bad name.

Hello
I have something reflecting on my name saying it's from 2009 I have not been contacted about this at all I urgently need. A letter to say that this has been wiped as. I currently have a situation financially and they are disputing this my ID number is [protected] please reply asap with a letter stating this my email address is enrico.[protected]@gmail.com

I opened two u flexi 200 accounts where they asked me to pay 2000 rand in per phone to reduce month due's but it never did, so when I call vodacom to state my story they tell me it's because my credit score was 2 low so you usually have to pay in that amount to be able to qualify and it makes no difference on your months due or anything. Bullcrap as my credit score isn't low at all, I own contracts currently at telkom and I had perfect scoring according to them and hadn't had to pay R2000 vodacom is nothing but skelm. Not recommending anybody to Vodacom . Rather go telkom or cell c or mtn never had problems like this with them

On 26 november I was in store for 3 hours to take out a contract! I was very patient but my request for a sim swap was not done.

Also my tablet that I got as part of my contract package is still not activated after 24 hours.

The staff is very unhelpfull & even rude at times. They will leave you just sitting there to help other costumers.

Also there is no aircon in the shop so it is extremely hot & it makes matters worse.

Today, 27 november 2016 I am back in the same store & have already been waiting for an hour. There is only one person (The rude one) that can help me with the contract issue.

When I asked to please see the manager o was told that he is bussy at the back at the moment.In the hour I was standing here there has been no sign of him!

I am going to log this in with hallo peter as well.

I have been with vodacom from 2000 but this is really just to much!

Lindy kok
[protected]

Date 25.112.016
Customer care number 082111
Been dropping calls for 3 days now! After holding for 7 minutes they could help me as I did not have an account number with me - after all I just confirmed my bank details, home address, id number and package deal. Seriously - I am in the middle of no-where, I cant make a call but somehow I must have a statement with me to verify my account number.

They are dropping the ball yet they make it my problem?
Have been a client of them for many over 10 years!
It is just disgusting as these service providers think we owe them something as in actual fact the are the s-e-r-v-i-c-e provider, obviously a concept they do not get!

A2-1x6x-gmq1f9

I think your customer service is very poor! I would like to post this poor service on social media.
I am without reception every afternoon, and the answer I received after numerous call's (with chineta) and emails is that there is no stock at the moment and can take up to 6 weeks?
I am not able to run my business with no reception!

Awaiting your urgent reply and feedback
A'shell pienaar [protected]

I placed an order for an upgrade to my mobile phone via Vodacom's online upgrade facility on Monday 14 November. Vodacom's upgrade service is called "Next Day Delivery", in the Terms and Conditions, however I only received my upgrade delivery on 24 Thursday November. This is unacceptable and false marketing. There should be some form of communication to the client as to when it is expected to be delivered and compensation when the marketing they promise aren't delivered on. Cellphone companies easily penalize you when you are late with a payment for 1 day, however they deliver more than a week late on their commitments and it is just excused without some kind of apology to their customers. There isn't even a contact number to reach them on available or a tracking for the delivery - I had to resubmit a query for them to contact me, on which they didn't even respond.