Vodacom
Reviews and Complaints

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!

I upgraded on 11th october. 1st nov you took my money but I received no minutes or data. I have been to vodacom so many times, sitting there and wasting my time while they phoned. Firstly I was told that it was an allocation problem and will be rectified within 24 hours... Nothing happened. Phoned 111... Logged a complaint and told that it will take 7 working days! Nothing happened. Logged another complaint
... Guess what, nothing happened. Not even an sms to keep me up to date. Went to vodacom world... It department working on it?
I even bought more airtime and data last week! Haha not working!
21st of nov and still sweet blue buggerall... Worst service ever.
So if you do not contact me with the solution within 24 hours I will stop my contract as you have broken your side of the deal. 21 days without being able to use my phone and nooooooo explanation! Not acceptable at all.
Your service has gone down the drain!)
And you definitely need help in the it department. It stinks.
Waiting to hear from you... If ever?
Magda van rooyen

To whom it may concern.

My previous contact number was I3798261

I have waited 7 weeks for my refund to be issued to with ZERO response to my emails and the run a round by your call center agents.

Please refund the amount R1500.00 Which I sent proof of payment from jacqui.mary.[protected]@gmail.com

My name is Jacqui Walton

Cell: [protected]

ID: [protected]

Account to refund is :

Standard Bank

Account Holder : JM WALTON
Account number: 06 113 941 6
Branch Code: [protected]
Swift : SBZAZAJJ

Please kindly confirm receipt of this mail.

Kind regards,

Jacqui

I went to the store on the 5th of November to purchase a screen guard and my friend and putting it on the phone and Precilla insisted to put the screen guard on the phone

After she'd put the screen guard on the phone and once I'd left the shop I realized there was a spec under the guard. I went back and she tried removing it with the pin used the sim ejector tool and was only able to move it to the side

I'd also tried removing it but was unsuccessful. Before I left, I asked if the screen guard would be fine and Precilla reiterated that the screen would be protected.

A week later I'd realized that it was coming off of the phone but thought it wouldn't get worse, and two weeks later about half a centimeter from the edge around the top half of the green guard is off the phone

I stay in Middelburg Mpumalanga and I am expected to travel 170 to Rose bank and another 170 km back for a screen guard. The costs incurred would be about R360.00.

I called the branch myself and I was told I would be called back, which I wasn't, I had to do the follow up, and wasn't assisted and only got attitude and I was told that it was my fault because "I left without being satisfied" (see paragraph 3)

Precialla took down my contact details and said her manager would call me back, which again, I did not relieve a call back I had to call myself and again I was not treated with respect and only got attitude

As I was explaining to Thami my situation, he stopped me and said "please just tell me what the complaint is". I told him and he said a number of things including
"Why are you only complaining after three weeks"
"Ma'am the ONLY way I will help you is if you bring the screen guard to me" (see paragraph 5)
"Bringing your slip makes life easier"

I do not understand how I should give a family memeber/friend who they them self stay in Kempton Park which is a 40 min drive my screen guard, and leave my phone unprotected (working on a construction site) for +- four days

And if that family member/friend was not apart of the equation I would then have to make time to go to GP for a screen guard

So what if it were the same situation and the client was staying in CPT, would that client then have to take a flight to JHB for R200.00

This is in no way an example of client service, I'm extremely dissatisfied with the service from both the consultant and the manager

They were impatient with me and did not feel the need to give me options I had to put the options on the table which were then slammed, understandably so, due to the fact that it's a "franchise" store.

On Monday 7 November 2016 at 17:15 I received a message from Vodacom that there is a request for a Sim Swop on my number. I contacted Vodacom and notified them off the request. The first person I spoke to said she cannot see any requests. The second person I spoke to did not want to assist because I failed to answer one security question. The last person I spoke to said that there is a request pending for a Sim Swop but she will cancel the request. Tuesday the 8th I still wasn't able to use my phone and I phone Vodacom again. A very polite lady by the name of Mellisha Scott assisted me because apparently the Sim Swop was successful. I got my number back that same day. Saturday 12 November 2016 I received a message from MTN stating that your port request has been received and is now being processed. I phone MTN porting department on Monday 14 November 2016 as I could not use my phone anymore as I was not registered on a network and had to phone them from work. They cancelled the porting request. I ended up changing service providers. My concern is that Vodacom allowed the Sim Swop without asking any security questions but I was refused to be assisted because I failed to answer one. Vodacom allowed the porting request without notifying me. This is a huge concern that these types of thing are being allowed. Vodacom caused me to take off from work twice to sort out my banking details etc. The Sim Card is currently not working but still a please call me has been send from that number. I want Vodacom to investigate this matter and get back to me ASAP ore I will be forced to get legal advice. Vodacom can contact me on [protected]

This is the most pathetic service provider I have ever come across. I had a fraudulent contract taken on my name around the 26th of September. Had a deduction on my bank account on the 30th September and this is how I came to know about this. I have never had an existing contract or never applied for a contract with Vodacom. I raised this immediately with Vodacom and asked them to sort out as I cannot allow Vodacom negligence ( approving the contract without proper documentation) to affect my credit record placing on record that I had an excellent record to date. Further to this on the very same day of me contacting the accounts department, I went into a store ( Gateway, Umhlanga), providing all documentation required by the lady from the Accounts department when I called in. The guy at the store provided with me with a reference number ( [protected] - I4597284) and he e mailed the fraud department with the requested documents. I made it very clear that I reside in Kwazulu natal and have never been to Mpumalanga which is where the contract was taken and that this needs to be sorted ASAP. I had further to this when I got into the office e mailed the fraud and the legal departments with the documents requesting for feedback. To date I have submitted over 5 mails for feedback of this case and to date the only reply I received were read receipts. Not one phone call and not one mail advising me on the status and yet they provided me with the e mail address for me to follow up on this case. Further to this, To my disgust, I go into my bank to open a new account and I got declined a gold cheque card at my bank which I have banked for over 20 years with due to me HAVING AND OUTSTANDING DEBT WITH VODACOM AND AN OVERDUE AMOUNT OF R1687 which they obtained from the Credit Bureau. What kind of a pathetic company is this? After me telling them that I worked very hard to maintain a clean credit record, and also advising them that my credit record affects my job, they go and list me on. What kind of pathetic service is this? Someone somewhere is not doing their jobs efficiently. I require immediate feedback regarding this case and I want you to unlist your claim from the Credit Bureau immediately or I have no other option but to go the legal route. I also need immediate feedback.

I have received my Vodacom invoice for a data bundle contract of 5GB per month Cell no [protected] and have noticed that Vodacom has billed me R5008.50 for November 2016 instead of only R259 which is my contract subscription for 5GB recurring data on a 24 month contract. I have hardly used the data for the month since I am at home all the time and have an ADSL line. I am not prepared to pay the amount and it should be rectified by Vodacom before 29 November 2016.

WASPA... MT Digital South Africa
Query... Content Service @R78.43

Vodacom allowed MT Digital South Africa to levy a charge of R78-43 against my account for WASP Services which I did not subscribe to and are unaware of these charges.

When I queried, Vodacom refers me to MT Digital Services to saying Vodacom is unable to help.

My concern is how is it possible for a third party like MT Digital South Africa to charge my Vodacom account without my permission and is allowed to do so by Vodacom?

I seek a full credit note to my account for this charge.

Audit Trail of Follow Up

2016/11/09 Wednesday
Transaction amount of R78-43 first appeared on my account.
Immediately queried with Vodacom (Nomvula) who stopped the perpetual charge and cancelled the subscription.
Vodacom Solutions Department (Nonklantla) initiated an investigation.

2016/11/10 Thursday
Follow up with Vodacom (Debbie)(Solutions Dept Cindy); advised investigation on-going turn around time 48-hours (phone was cut-off during conversation).
Vodacom Support (Tabelo) advised investigation has been logged and Vodacom will provide feedback regarding refund by latest Tuesday 15 November 2016, however he will follow up but has his work day-off the next day hence will provide feedback on Saturday 12 November 2016 when he is back at work.

2016/11/11 Friday
No 48-Hour response nor feedback from Vodacom

2016/11/12 Saturday
No feedback from Vodacom on commitment from Tabelo

2016/11/14 Monday
No feedback from Vodacom

2016/11/15 Tuesday
No feedback from Vodacom

2016/11/16 Wednesday
Vodacom Customer Support (Florence Madiseng)...first customer care consultant to take action by providing the email details of MT Digital South Africa (as contact numbers not being answered), procedure and process to follow to resolve this query. Thank you Florence.
Emailed MT Digital South Africa

Ref no: V0S0UM

I was browsing the Vodacom online website store (14 November 2016) when I came across an upgrade for my cellphone that I was interested in.

My cell no: [protected]

The upgrade details were roughly as follows:

Sony Xperia XA
Flexi 200 @ a cost of R249 pm X 24 months

I processed the upgrade online where I received an email from Vodacom confirming the upgrade.

I also received another message from Vodacom telling me that an agent will call me shortly to confirm the upgrade.

The following is a copy of the message I received from Vodacom:

Hello Yusuf,
We have received your request for an upgrade deal and your reference number is V0S0UM
A Call Centre agent will contact you within 24 hours to complete your new deal request.
If you don't hear from us within the next 24 hours, please call [protected], FREE from a Vodacom cellphone.
The Vodacom Online team
Vodacom

I hadn't received a call a day later so I decided to give Vodacom a call. The lady tells me that the contract I applied for is at a cost of R299 pm and not R249 as was stated on the website.

She refuses to process the contract at the cost of R249 even though I have proof of the confirmation at that price!

This is not the attitude I had expected from a service provider I have been loyal to for so many years.

Twice during my calls at the Call centre I was promised that the agents superiors and managers would call me to sort this out - I have not heard from a single manager. I was asked to send an email which I did - no response. I used twitter in an attempt to get someone to call me - no response. I complained on hello Peter - no response.

What must we as the consumer DO to get the SERVICE that we are paying for?

This is infuriating and disappointing. I am tempted to cancel my contract and seek better service from another service provider.

It is my hope that Vodacom will redeem itself in my eyes and simply give me what was promised at the price that was confirmed to me.

Hoping this issue would be resolved soon.

My elderly father is being billed for calls to a specific number that he does not know and has not dialed.
I went into a Vodashop to complain and was told that they cannot help me, I have to phone their customer care call centre.
I have complained to the customer care call centre for over a year and every time I call to complain I am told that they will log an enquiry and send me an SMS with a reference number.
Sometimes I get an SMS but most of the time I don't.
Every time the consultant tells me that they cannot see any enquiries logged on the system but will log one immediately.
Nothing has been done and every month he is paying hundreds of rands for calls that he has not made.
He is on a debit order with Vodacom so the account gets paid automatically.
I have just phoned the customer care centre again and was told that this is a billing issue for the billings department so they will transfer my call, the consultant who took the call in the billings department told me, no this is an issue that can only be sorted out by customer care, he will transfer me back to the customer care, he then cut me off altogether.
My next step is to cancel the contract altogether and move to another service provider.
The cell number in question is +[protected].
Contract is in the name Samuel Grolman, ID No:[protected].
Where do I go from here?
I can be contacted on +[protected] or [protected]@live.co.za
Looking forward to a solution to this problem.
Thank you
Lesley Fingleson.

I have been with Vodacom for over 10 years and have 4 account with them. In the last 3 months I have been disappointed numerous times. First applied for an upgrade online on one of my accounts, after 2 weeks waiting with no upgrade arriving, I cancelled the contract...it is now almost 2 months later and I am still being billed for the contract ([protected]).
Then 2 weeks ago I decided to go into the Vodacom shop in East Rand mall to do my upgrade on my main account ([protected]), hoping to get better results than online. They did not have my device in stock and told me they would have it within 2 days and they would call me to come and collect...it is now 2 weeks later and I have not heard from them, I had to phone in on 3 occasions to check if they have received stock. Completely and utterly useless.
Vodacom, get your act together!

I have 3 contracts with you.. on June 2015 the one contract ended.. I kept it like that for a few months.. on 26 MAY 2016 I phoned in. to Cancel this contract. and switch it to PAY AS YOU GO! in October 2016 I checked my invoices and still this R109.00 is going through my account.. I phoned your Customer Services on 2 NOVEMBER 2016 and spoke to WEBSTER DOUGLAS FROM MIDRAND CANCELLATIONS .. he said he will take it up with the technical department and check for my voice recording.. as we spoke he said that one of my contracts are due for an upgrade. I said oky lets do the upgrade. he suggested that I upgrade the other number [protected] aswel.. I said if you sort this Cancellation matter for me I will do the upgrades.. the next week the devices were delivered at my door.. that was not the way this things must have been done.. I want to cancel the new upgrade for number [protected] and keep the upgrade for [protected]... I want to take out a new contract with a new number for the package off R79.00.I want a refund for R109.00 x 6 months since 26 May 2016 I have cancelled this contract. I cant believe how pathetic this service is.. really. You just want to sell devices, but when it come to cancel things, you are pathetic. And on my Cellphone number [protected] there is 'n month to month data bundle that must also be cancelled and he didn't do it.. I phoned customer services a few times since I received the new upgrades, and every time they said that Webster will phone me back. I'm really not happy with this service...

I took a new contract with Vodacom & was given the run around from the word go. Everything that they could do wrong, from by name to courier dates & even gave me the incorrect size sim card, not forgetting they did not port my number as requested numerous times. I honestly made over 15 calls to Vodacom & each call takes an average of 1 hour by the time we get bounced around by each department who are eager to let you know that the other departments are at fault. So eventually I decided to return the phone as my problems were not solved. Vodacom has a worldclass debtors system as they do not forget to debit your as quick as lightening. Now after the phone is returned I await my refund, after 20 more calls @ 1 hour per call, 3 months & a page full of references & names I still wait in anticipation for someone to help.

Aug I cancel 2 contracts going into Vodacome Shop in Canel walk. I am still paying for both. Made about 20 calls (can provide all names & date). Been promised 20 times by Vodacome personal they will phone back, never does. I am finish with Vodacome. Been a customer for 25years and spending R40 000 a year at Vodacome means so little, I just move on.

I have not been able to make any outgoing calls since yesterday afternoon. I’ve checked all my settings, and put my SIM card in different phone, and still it kept saying “Call ended” when trying to make a call.

I phoned 111, and after being put through to different departments for an hour, was told by the “specialist” that there’s some kind of issue on Vodacom’s side and that the issue will be resolved throughout the night.

Well, IT WASN’T! After being on the phone with Customer Care this morning, again for an hour and a half, I was told that there’s nothing wrong on my account, and they don’t know why this is happening. After stating the urgency of this matter as I need my phone for work purposes, the lady at Customer Care, told me that they “might” contact me again on Monday to follow up and resolve this. I told her that this unacceptable and that I am not happy with this, upon which her response was something like “that’s ok”! She then informed that a Service Request (1/[protected]) was opened, and that I will have to wait for them to contact me, but she has no idea what the SLA on this is. I told her that I will be escalating this, on which she replied, “it’s fine”…

As a contract customer at Vodacom for over 15 years, this is really not on! At the moment I have a fully paid up account, which means absolutely nothing to me! The service of such a major company is scandalous to say the least!

I am strongly considering termination of all my Vodacom contracts as I swear, the service at MTN or even Telkom cannot be this appalling!

Morning.the owner of call no [protected], wrote my mother an insulting sms on the 17 November 2016.I call that man he started insulting me in Tsonga language.I had to call him with my phone, now he is calling even at night and he is continuing with his vulgar words towards me.please help me.I feel that this type of a person is not worth being a vodacom customer or any other network.as he is is abusing this neetwork by isulting and undermining other customers 'ignity and selfworth.if possible I would like vodacom to take legal actions against him

I went to the Vodacom shop in Cresta mall on the 12th November to do my upgrade and unfortunately they had no stock, so I decided to do it online as I have always done.

I went online selected my upgrade S30 CAT phone and i had to fill in a form with my details so vodacom could contact me within 24 hours.

Monday, i still didn't receive a call so I phone to see whats going on. The lady I spoke to advised that the system didn't capture my request- so nothing was done ( I did it twice)!
She kindly assisted me and did the upgrade online and mentioned she couldn't understand why because they do have stock and there shouldn't of been a problem. I was told someone would call to confirm everything and arrange delivery that is meant to be next day by the way.

Wednesday I phoned vodacom again to see as I still haven't received the call. This lady said all was done, just wait for my call, she said she would ask her manager to get someone to call me urgently.

So today is Friday and I have given up. Cant believe how bad the service has got as previously it was within two days I would receive my new phone.

Very disappointed and now I just dont think i will be upgrading with Vodacom.

I was out of South Africa, working abroad last year for 5 months and didn't use my vodacom simcard. Upon return to SA my vodacom phone number has been deleted (I've had that number over 15 years and it's registered on everything I've ever needed it for). This was in November 2015. I went to one of the main Vodacom stores and asked to pay up my contract and then get my old number back but switch it from contract to pre-paid. I had to pay almost R300 extra to get my own number back. I then received a new simcard and they said it'll take 7-14 working days to activate and that they'll call me and let me know when I can put the new simcard in. I waited over 2 weeks and called them. The said it has not been activated yet. After spending an hour on the phone, them putting me through to all different departments because everyone says it's not their job to activate, or it's the legal department and so forth. In the end, one woman helped me and said it will be activated before the end of the day. It never happened.

I went to a different store, this guy said they gave me the wrong simcard, it shouldn't be a contract sim but a pre-paid sim. So he gave me a new one and said it'll be activated on my old number. It never happened. This has been after 4 months of calling and going into shops.

I had to leave again abroad for work, issue still not resolved. After 2 months I came back. They deactivated my new number again!I managed to reactivate that one and went to the main store again where I originally tried to get my old number back. The manager said she'll send an email on 10 June 2016, scanned all my documents, gave me a new simcard again! She phoned people at the head office and asked them if it's possible to get my old number back, they said yes. She said she'll phone me as soon as I can put in the new simcard. It never happened. After a few days I went back to the store and spoke to another guy because she was not in that day. He said he'll sort it out and gave me his number so I can contact him directly.

He emailed them and I received and email on 24 June 2016 from the legal administrator saying that after 6 months a number will be deleted and put back into the system. They deleted my number 1 November 2015. They cannot reactivate it again. I immediately emailed back and explained that I paid to get the number back but never did thus I wanted a refund. They never replied.

I went back to the store and asked about a refund and they said they don't know I have to contact customer care. I did and they said they can't help me so I emailed them asking for a refund on 9 July. I got the automated email response that they will get back to me. They never did.

After about 6 different simcards, many hours of frustration, money spent and me having to change my number everywhere, which is difficult after 15 years of having the same number. It is unexceptable and really annoying.

I just want a refund for the service not delivered.

Thank you

On 15/11 loaded R36 & R5 airtime, received the sms from Vodacom saying recharged and the balance R41.
On 16/11 loaded 2 x R29 airtime, received the sms from Vodacom saying recharges and balance R99.
On 17/11 transfer R30 airtime from one contract to another, received sms from Vodacom saying my balance is R129.
Phoned Vodacom to sort the problem out the guy even give me a fake ref. no!
When I checked my Airtime balance it is null!