Vodacom
Reviews and Complaints

On the 14/9 I handed in my phone to Cresta Repairs requesting the repairs to be claimed from insurance. I received my phone back a few days later, paid the excess for the repairs only to find that when I turned on my phone it was stuck on the Apple Logo.

I handed it back in on the 27/9 and received the same info - I would receive a repaired or new handset within 10 - 14 working days (Job [protected]). I have been into Cresta several times as well as called the Repair Centre and no one can give me an update on the status of my phone.
Cresta provided me with proof that it was sent to ARC and signed for by Milly on the 17/10. Which is 5 weeks ago! My query has been escalated to Boitumelo at Vodacom Escalations Repairs and despite several emails (since no one will send me a number)! I have received no response. I have contacted Cellsure and they received no feedback that the phone was not repaired properly and have also escalated the query - no response! Your social media team had the cheek to tell me to be patient despite me waiting 2 months! I get blocked from any supervisor, people promise to call me back and no one does! Where is my phone?

I urgently need my repaired phone or replacement phone! It has been over 40 working days and not 14 days as promised. I have been a Vodacom customer for over 10 years and spent thousands with you!

I would like an urgent update please!

This is a review i wrote on hellopeter a week ago:
About two months ago a 3rd party company from vodacom contacted me to sell a mobile wifi router as a top up to my excisting contract which i have had for 15 years with vodacom. I received the router, but have not been able to use it for 2 months now. After several attempts in phoning vodacom, going to the local vodacom shop in river square, vereeniging, nobody has been able to help me fix the problem. Everyone just transfers me to the next person, and the cycle continues. I am frustrated and i demand my money back for something i have not been able to use and have paid 2 payments on already. I do not want this router anymore, it has just caused me frustration, time and money to drive to the vodashop every time. If vodacom doesn't come to light soon, i will name and shame them even more, i will not upgrade my contract again.

Vodacom responded:

Dear customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***please note*** beware of phishing scams.

Vodacom will not contact you via whatsapp to request your personal details

Regards,
Vodacom consumer website team

I have not received a call to this date.

My number does not show when I make outgoing calls. Told by Vodacom that I need permission from them for this to happen, since I upgraded to a new phone last week. I've been with them for years and this is the first time I've heard of this.
Call logged Sunday 20/11/2016. Informed it would take 24 hours to unblock my number. Monday 21/11/2016 - no change.
Called Tuesday 22/11/2016. Informed that my issue had not been logged and would be done so then. Again, told to wait 24 hours. Wednesday 23/11/2016 - no change. Called AGAIN.
After yet again going through entire security question rigmarole and listening to automated messages for the first 3 minutes of the call, finally got to speak to a human.
Was told by 'Solutions' agent to switch phone off at 17:18, and back on at 17:33, and that he would call me back to check that change had been effected. No change. No call-back.
Received message this morning (Thursday 24/11/2016) to say my query had been closed, despite there being NO CHANGE and my original issue remaining UNRESOLVED.

Good Morning,

My first problem yesterday was that I phone in because I noticed that for the last 2 months I have not received the notices of you have reached 50 %... of your a call limit message and that is how I controlled my account to reach a certain amount on my bill, and now my bill is high on data usage because normally when i receive that msg I load data So I asked them to add the 100 again and I wanted them to look into who give the authorization to remove the call limit because i certainly did not.The lady said that so fixed my account and some one will contact me regarding the complaint.

After that I was unable to make any calls I did receive calls and i could go onto the internet so my phone was not soft locked.

I phoned again to state that I could not make calls the person that I spoke to stated that he needs to do a sync on my phone I must leave my phone of for 15 min and switch it back on again.I did that now my phone was completely dead no call in or out HUGE PROBLEM because all my business comes through my phone.

I phoned again the lady said it might be the soft lock so i add money to my account to enough to unlock my phone.

Waited an hour or two the switched on my phone still no luck no calls in or out.

Phoned again same story lady promised me this morning my phone will be on first thing this morning my phone is still of and I phoned again spoken to a gentlemen he said the person that did my sync put me on a roaming thing and technical needs to fix it it will take a couple of hours.

The thing is all my business goes through my phone now if new or old clients phone me the phone said not registered network so with other words I am loosing that client because they will think they have the wrong number.

This is really unacceptable I have been with Vodacom for years and don't expect this service.

How is this going to be resolved and how am I going to be refunded for my loses and inconvenience ?

Can you please assist.

Kind Regards
Zane Vermaak

I use my phone for business use and today while busy on a call with a client, the call cut off. I tried calling the client back and the call won't go through and a message comes up...not registered on network.
I later had to use my wife's phone [mtn ] to call 082111 for help. When they checked on the system ...apparently some idiot at the shop blocked my number...the agent referred to it as Sadmin. I was last at vodaworld in March 2016 for my upgrade. So don't understand how this incompetent person could do this. The call center agent said he is waiting for his supervisor to sort out my problem and they will call me back. It is now like 3hrs later and still nothing.
Potential clients etc could be calling...and with me hot answering...who knows how much business i am loosing because of one incompetent person.

According to your app, everytime that we buy data bundles through the Vodacom App, we'll get double the value of the bundle. But I only get that once every two months, I rarely get the double Data bundle with my Data Contract. Please fix this problem! I've been buying data bundles regularly and still no double data value pack? But when other people do it they get their double value.

Again vodacom disappoints!

We have made a payment this morning (Vodacom account payable 30 november 2016) but switched off 23 november 2016 do not know why

Phone 50 times, be put from person to person, given 082 1946, 082 1905, 082 1940 to call, call and put through to yet another person again and then the last person puts the phone down in my ear!

I will now make sure that everyone I know knows how bad vodacom’s service is! My mailbox is full of vodacom complaints!

Never in my life will I support vodacom again

It is with extreme disappointment that I write this email. I have been trying to get assistance with my contract now since 28 September 2016. Every time I phone I speak to someone else with promises that they will come back to me with feedback but not one of them does.

Please refer to ref numbers as a start (1-[protected])(1-[protected])

We have recently moved to a farm in Alldays, Limpopo. Here is no reception, so I have been paying for something that I cannot use. A while ago my husband had the very same problem and his contract was cancelled. ([protected])

I am now begging for assistance, please please please I need to cancel my contract as here is no reception. There has been numerous technicians and they also confirmed the problem with the reception.

Can I please just get some answers ?

Please note I paid for airtime on the 13th of November at 18:51. This was done via internet banking - I made a direct transfer to Vodacom as per usual. I have proof of payment from the bank. I am still waiting for my airtime to be loaded. Please can someone advise as to why my airtime has not been loaded as yet.

Urgently advise when or if this will happen
Amount was R200

C Scheffler
[protected]
[protected]@gmail.com

I am now without data for 3 weeks, I bought an additional R300 data, but Vodacom technical services are not competent enough to get the data loaded on my sim card. My sim card was replaced, they did all the correct steps possible but still I cannot access any internet.

I am trying to cancel my contract with them, but even that seems to be a problem.

Worst ever experience with a cellphone service provider. They do not even call back to discuss the problem with you.

Vodacom Complaint
I have a VIP contract with Vodacom for the past six years. I am still on this package. At the beginning of October, I was due for an upgrade. On the 14th of October 2016, I upgraded my contract with the I-Phone 7 plus (256). After a few days of use, people that I called complained that they could hear themselves echoing, there was lots of dropped calls, I struggled to get through when I dialled a contacts and the camera was faulty. On day six, I returned the phone with the complete packaging to Vodacom.
According to the contract that I signed, an out of box warranty is valid only if the phone is returned within 7 days. Vodacom was supposed to inform me within 7 days thereafter as to whether they were going to repair or replace the phone. To my despair, they did not contact me. I had to physically go to the Vodacom store in Centurion from where I have obtained the upgrade. I had to obtain a ticket, wait for an hour before I get seen by a consultant. Only to find out that they seemed confused. After another 30 minutes of them making calls, the consultant then showed me a book that they were unable to repair the phone but instead it was on their books to be replaced. At this stage, they did not offer me a courtesy phone to use in the interim. They then told me that I would receive the new phone before the end of the fourteen days as per the contract. At the end of the fourteenth day, I did not receive any feedback from Vodacom.
I then went back to the Vodacom store in Centurion and waited in the que for hours before I get attended to again. To my despair, they do not have stock. According to the contract which I signed, they are in breach. Today is the 22nd of November and still no feedback from Vodacom. What are my rights as I think that this is clearly loyal customer abuse and neglect.

My email address is:
[protected]@gmail.com
[protected]

I was a Cell C customer. I went onto pay as you go to keep my no, because I use it for 2 different jobs in which I co-ordinate with a lot of people. I have 2900+ contacts. On 8 Nov I applied for a contract with Vodacom @ the new shop @ Thabazimbi mall. I stated that I needed to keep my no and therefore had to port. After several problems and applications my line was only approved on 16 Nov. During this time I have been assured several times that I would be able to port and use my no in question. All this time I was patient even while needing a new phone urgently and having to pay higher pay as you go rates as well as the inconvenience of being left without air time @ the most inconvenient of times. My phone is absolutely my tool of trade. Since Wednew day, 16 Nov the shop tried to port my no. Only on Saturday, 19 Nov @ 8:15 pm the port was successful. But then only to pay as you go. Today, 21 Nov they informed me that it was impossible to port this no to the contract. I am devestated! The no in question appears on many documentation and even signage. I cannot believe that after all this trouble, frustration, effort and time it is not possible to keep my no! PLEASE help me. I need to cancel this contract or the no has to be ported to the contract.

Good day

To say I'm frustrated is a understatement...I recently upgraded to a tablet Alcatel-10+ windows tablet instead they send me a freaken phone? Now I don't understand the lady/consultant said to me we have to reverse the upgrade and it could take up to 3 days? I submitted the 13 Nov 2016 and I only got the package which was not right today...The level of service I have recieved is nothing short of disgraceful?

Now I am on the verge of just sending mails...Cancelling contracts and taking it further as I needed the tablet for work...I do not accept the fact that I must re go through the whole system again because of someone else's incompetence? I suggest I receive answers as soon as possible as I will start to broaden my horizons to the people I search to talk about the level of service one could expect from Vodacom...

Please assist me

Kind regards D.Clark
[protected]
[protected]@gmail.com

I prefer correspondence via mail as I'm working...Thanks

To whom it may concern:

I have made a formal complaint regarding this. I did an online application for a new contract and not an upgrade so that I could keep my old number [protected]. Date of invoice was 13 November 2016 with account number I0584083-3.

I made it clear that I would like to keep my number [protected]. I received my new phone on 21 November 2016. On phoning to activate the new sim card I was told that it would not be possible to port my old number.

I have now spend more than 30 minutes on the phone with consultants updated the new phone with my data and I might now have to return this phone and cancel the contract AND again go through this process. This is costing me money because of an mistake that was made by Vodacom personal. Not including the TIME I wasted with this. If this was made clear to me in the beginning I could have upgraded an old account.

I trust this can be resolved in a speedy manner.

Regards,
Hendrik Willers

No one at elite mobile seems to be following up. I've been told on numerous occasions that they will collect the empty box with the sim card as I received no tablet. I was also told that it's vodacom to blame and not elite mobile ?

Kayla, doesn't get back to me. Angie the supervisor is forever busy on the other line.

I've been debited for something I haven't received !

Can someone help here please !

Regards

Johnny

[protected]

Registered for itemised billing to check call records on a particular day in October 2016. Itemised billing for October 2016 has some days from September and 16/10/16 to 27/10/16 is missing. I called the help line. The first time I was mailed Septembers billing. The second time the mail was identical to the online billing, missing the same dates. The third time I was mailed the September bill again.

I need this for work purposes and could involve a significant amount of money. I need help.

It is so sad for me, as my experience with Vodacom Menlyn since July 15, 2016, has been the worst in my time with Vodacom (customer since 1994 in test period).

On 15 July 2016, I had a smash and grab where amongst other things, my Samsung tablet was stolen.
On 16 July 2016, I went to Menlyn Vodacom to report this with the SAPS reference number. I was helped by a lady and told that it was reported as stolen and blocked.
Six weeks later, on getting my account, I found that I still had to pay for my 2gig sim on my tablet.
This annoyed me. Then I was told at the same branch that my tablet sim has not been deactivated. So, I requested, please then activate now.

End of October 2016, I went to same brach to pay my account. Requested the amount, was given R774.xx and paid thus.

Later in November I started getting calls that my account is in arrears. Against my principals I agreed to pay an outstanding amount of R208. This I forgot to do as I went to Cape Town for a conference.

On 21 Nov 2016 I found my service to be suspended due to non payment.

Went back to Menlyn branch and requested help. Wsa prepared to pay the amount of R210 just to get back on line.. A power failure that lasted for 14 minutes, affected the branch,

Maria ( a trainee) tried desperately to help me but the till where I could pay did not come back online. Maria requested the Manager to come and assist me. Yes, he came to me, and discussed the problems theyhave as it is no longer the branch I dealtwith for the past number of years but now a franchise in the hands of Alstom (or maybe something close to this).

Tumi then came to my assistance on instruction of this manager.

She helped me pay the R210 so that my service could be restored.

Now she put me in contact with someone from Vodacom from my own cell number to have the service restored. This was at 15:58 to 082 1946.

It was committed to me that my service would be restored within 3 hours, but they can't guarantee before then. I was pissed off and stated such but told that there is nothing that can be done before then.

It is now 22:22 and my service has still not been restored.

You tell me if I should accept this as normal service from Vodacom. I am a customner sine the test period in 1994 when I was still with Telkom ( my number was [protected])

Not so kind regards

JHH (Hansie) Willemse

This complaint is with regards to the level of customer service and the lack of following customer instructions for upgrades.

I will put the occurrence of events in bullet point for you.

• My contract expired on the 30 Oct 2016 and I had to upgrade. I wanted the J1 mini 2 for 1 deal at R229 per month . 1 phone getting R200.00 airtime and the 2nd phone getting R55.00 per month
• The consultant that attended to me on the 29Oct at the Cresta Branch was Pinkie and she said that they don't have the J1 mini in stock but they will get new stock during the week
• On the 3rd of Nov she phoned me and said that the stock arrived and that I can come through for the upgrade.
• On the 3rd Nov I went through and completed the paper work for the 2 for 1 deal of J1 mini at R229 per month . I also requested additional 1GB of Data per month at a cost of R149.00 to be included and this I wrote on the paper work and signed it.
• I also requested for my tablet contract to be cancelled as I don't require it anymore. Pinkie said she Cancelled it .
• On the 9Nov the night of the terrible storms I was caught in the floods without airtime or date and could not make contact with anyone because I had no airtime or DATA.
• 10 Nov I went to Cresta Vodacom to query this…. I was informed by Morne that the 1GB was never loaded as I requested on the inception of the contract . Morne spoke to Ricardo the store manager and “activated” the data.
• Morne could not tell me what happened to my R200.00 airtime because I had no data or airtime to check? So I had to buy R50.00 airtime and this was loaded by Vodacom Cresta
• 16 Nov I was on Holiday and found myself again without DATA or airtime . I had to buy another R55.00 airtime and R29.00 data so that I could try and contact Cresta branch and find out what happened
• I bought the airtime and data and could not load it on my phone and had to phone 114 to assist me
• Magada was very helpful (Consultant on 114 )
• I phoned Vodacom Cresta and spoke to Ricardo the Store Manager and he said that the system was done and he could not check anything but will get back to me . This was at 14h40 . He phoned me back 15.02 to say that the system was still off line .
• At 15.30 Ricardo phone me back and said that he pulled the paper work and that he just wants to confirm the information. The documentation read that it was the J1 Mini deal 2 for 1 at R229.00 per month plus the additional 1GB of data of R149.00 per month. I Confirmed the information as correct. Ricardo said that he will get on to it as soon as the system is up.
• 17 Nov I went into the branch at 13h41 to follow up with Ricardo. ( The Customer should NEVER have to go to the service provider to follow up ! )
• Ricardo only logged the service request at 14h00 REF 1-[protected] ONLY LOGGED IT A DAY LATER!
• Ricardo said that it will take 24 hours and that my data will only be applied for next month
When I checked my Data balance this morning at 7.20 it stated that I had 0 data and 53.00 call time. I purchased another 250MB (@R59.00)data based on this information . I received an sms to say that the complaint was closed at 10.23 but did not received any feedback and an outcome. I decided to phone you at 15h23 and spoke to Nandi who said that my data is currently 320MB and that I should phone back on Monday because the 1GB has not been allocated.

Surely it is not my responsibility to continuously follow up with the progress of the case.

I SEND an email to [protected]@vodacom .co.za but was Ignored by them and phoned the call centre this morning. I spoke to Carol who said that she will investigate and phone me back at 17h00.
Carol phoned me back just before 17.00 (Well done Carol) but she need to find out why the complaint was close and the data not allocated . She said that she will follow up tomorrow morning and give me a call back.

Surely it can not be that difficult to add additional data ...when it was requested when the contract was taken out.

VODACOM needs to reimburse me for all the additional data that I have purchase so far and I want a written apology from each Ricardo, Pinkie and the Head of the complaints department for their incompetence in resolving this query.

Dear vodacom

Your continued financial abuse of your customers certainly does not surprise me, why would you be trying to remove money from my account when this account is paid paid paid paid paid if you did not understand paid every month. I have told every member of my company to no longer hold vodacom contracts
From a client who cannot wait to see the words vodacom forever removed from my sight

Sent from my ipad

On 21 nov 2016, at 4:45 pm, vodacom wrote:

Vodacom notification

Dear vodacom customer

Please find attached an urgent notification from vodacom.

(Click here) to authorise option 1 as per the attached pdf document.

Or

(Click here) to authorise option 2 as per the attached pdf document.

Kind regards
Subscriber collections

(Automated computer generated email. Please do not reply to this email.)

I would formally lodge a complaint againSt Vodacom's upgrade dept, specifically the people that answer to the number 082 1959.

I initially called at 15:28 (beginning of the call is already pathetic)and spoke to the agent for 12 mins thereafter she didn't agree with me and didn't answers to what I asked she suggested she will chat to her TL and put me on MUTE not hold. I was on mute for 33 mins 33 secs. In the meantime understanding the game the agent was playing I decided to use my house line to call the same dept, this time spoke to Tshepiso who said she will call her TL however left me on hold for 14 mins. I them hung up and called again this time spoke to Sipho who I distinctly asked not.to put me on hold or mute and who did the exact opposite and left me on mute for 7 mins to which I hung up. Is this service? I am suppose to be upgrading but to this? Really, you expect me to remain a customer? I asked a valid question and because your agent didn't feel like answering she muted me? Wow is this what customer service means to you guys?

Get back to me because I was not unreasonable, I questioned and was muted joke of the day!