Vodacom
Reviews and Complaints

My complaint is about your upgrade call center ! They told me i can upgrade 3 months before my contract end, my contact end in end Feb 2017. When i spoke to the upgrade center they told me my contact will be 350rand for 24 month for the Huawei P8 lite. Now when i phoned them its 890 rand up to end feb what the hell is up with that? i want the recording from the time i upgraded it was about 2 too 3 weeks ago and the number i was doing the upgrade on is [protected] so get me that recording. I will not rest until this is resolved, i want this contact cancelled and i dont want anything to do with vodacom anymore! They have very bad customer service VERY BAD INDEED ! Get to my complaint, i dont have 900 for a phone really...

We have been receiving automated calls from Vodacom the whole day saying that our account is in arrears.
My husband paid the full outstanding amount, as we do every month, in person on the 9th of November, we obviously have the receipt for the payment.

when I log into my vodacom and pull a statement it is clear that something is not adding up and they did not mark down out payment.

I tried getting through to the customer care center for over 30 minutes on my account

When i finally got answer, the first lady simply cut me off without warning and put me through to accounts, then after holding again for another 10min I got through to a guy who clearly was not willing to help me.

He would not even listen to what is wrong on our account, simply asked if I have authorization to access the account, I said this is not my account Its my moms account then he simply said "Oh Well".. and just put the phone down- not even letting me finish my sentence to say that I have a proxy ( In Writing) to handle her accounts as they have moved and can not go to a Vodacom themselves.

Now when I try to phone again I am once again not getting any answer!

Not sure who is doing your staff training there, but he or she is doing a HORRIBLE job at it.

Will someone please phone me so I can sort this account that YOU made a mistake on.
I am done wasting my time with Vodacom, the second these contracts expire i am taking the whole family off Vodacom and Onto Cell- C.

Hope you have a good explanation to why i have been treat in this manner, especially when the error is not even with me ?

I called on the 10th of November wanting to buy a phone, and was helped by Philile, the time was 12:06 call lasted for 1 minute on 0821950 and called again at 12:08 on [protected] the time was 13:58 pm call lasted for 4 minutes. Someone was supposed to have called me but no one did because my details were not recorded on your system. On the 15th i called again first at 3.39 pm on 0821950 call lasted for 5 minutes but did not write the person who assisted me. I called again on [protected] at 3:45 call lasted for 10 minutes and 16th I again called at 12:23 call lasted for 30 minutes and Nqobile made the same promise as she pointed out that someone with access to Amway site will call me as she did not have access but no one again called me back. I then called today the 17th and at least Gau did call me back to report that there is a system issue they are dealing with and that she is not sure when it will be resolved which was like a breath of fresh air.
I honestly need a phone as the phone that is broken is my main number. If someone can just assist me I would really appreciate that. That is all I want.

Good Day

I have been complaining since may 2016 about vodacom charing me for FREE SCREEN INSURNACE every month but nowhere on my profile is there any activated insurance, i keep phoning even went to hello peter spoke to cellsure insurance as well and no one is interested in helping me. I cant keep paying for something that i dont have. I am so dissapointed with vodacom that the people in accounts cant sort this out. I am going to cancell my contract with them this month cause it cant carry on like this.

For over a year we have been billed for a contract that we have not been using. First request sent with all supporting documents on the 7th of October 2015. We finally got some sort of help on the 19th of September 2016 from a lady called Letchie. Yesterday; we received a bill again; and was now told by Letchie that she cannot assist and we should phone the call center.

How many people do we still need to speak to? Is there someone, anyone that can please, please please help resolve this matter?

Samantha - sam.[protected]@nrgeneration.com OBO DR Petrarolo

I did a premature cancellation on 10 Oct 2016. I paid R 933.63 at the paarl branch to end the contract. The contract was stopped on 31 Oct 2016. Vodacom didn't debit me at the end of the month for Oct 2016. I went to the branch last week and again on Monday. My average account was R 950 a month. Now i have an account of R 1629, 42. After being to the branch twice and sitting there for hours nobody has been able to tell me why the account is this high! Every staff member jusy says their hands are cutt off and are not able to help me! This is unacceptable that no explanation can be givin to me. I have logged a complaint with Hello Peter and will take this matter further, this is terrible service after being a loyal customer for nearly 20 years!

Good day

I applied online for an upgrade on the 27/10/2016, my phone was delivered to me on the 28th October, from the beginning the speaker was not working and on November the 3rd 2016, I phoned Vodacom and they arrange for the phone to be collected and said that my replacement will be delivered to me. on the 8th they collected the phone via courier company. on the 10th I phoned because I didn't received any communication from Vodacom, the lady in the customer care department told me that it was not updated on the system and that she would contact me on Friday with feedback, but that never happened. that afternoon I phoned them many times and the problem could not be solved. On Saturday the 12/11 I went to a Vodacom store and was told that because I applied online they couldn't assist me and that I can only contact the customer care number for assistance. By then I was very furious and when I contacted them and was transferred to many department I cancelled my upgrade and told them I would rather do the upgrade in store, they said it would take 72 working hours for it to be cancelled. (Please note that they are open on Saturdays and Sundays) on the 14th November I tried to phone the customer care but the answering machine said I have reach my call limit for the month and that I can contact Vodacom on this number [protected] or email them [protected]@vodacom.co.za, that number does not work, and I have send two emails and still no reply. I really need someone to get back to me, as I am 34 weeks Pregnant and the cell phone I am currently using is not in a very good working order and I need my new phone in case of an emergency.

Please advise

Thanking you in advance

Kind Regards
Annamarie
[protected]
[protected]@live.com

Hello Guys

My account is [protected]

I work abroad in Saudi Arabia and have International Roaming.

BEFORE you continue any further, I have been working in Saudi for almost a year and function exactly the same way.

My phone is connected to WIFI both in and outside the office, as I have done for the past year. Only when connected to WIFI does data transfer take place with upgrades and new software etc.

This month my bill has shot up to over 8000. Please look into this, before I blog and expose this. This is totally unacceptable and should your company not investigate and amend, I will have no choice but to tweet, and take it through every media to expose this. I am a firm believer in giving everybody a chance before judgement.

My name is Byron Wilks account number I [protected]

Email Address : [protected]@gmail.com

Good day

I have been with Vodacom for more than 10 years so I feel im a loyal custromer yet the service I got in the last couple of weeeks has left me unimpress. I went to 2 Vodacom stores to upgrade on [protected] they have these lovely deals but guess what no stock so I walked out and decided to upgrade on line...oh boy wrong move. Refer K0048882 ac nr I0741619. I received the phone put the sims in and charged it...Sony Xperia XA well let me tell you the phone dont even last 12 hours and then i must charged it again. I went to Tygervalley Vodacom well one of them I was charged !50 to transfer data from old phone to new phone and I was under the impression that he did a sim swop too but no it was not done. I had to phone customer care and they were very helpful and did sim swop for me. I wanted the baterry tested I went to N1 City in Goodwood Cape Town and was send from shop to shop with no help. I phoned customer service to report the phone again a lovely lady help me and said batteries dont last as long as they use to before and to go to Vodacom shop and ask them to look at the programmes I had and to see about background data. I went on Saturday 12 November 2016 to your offices In Bellville Cape Town and they were closed...I went to Tyger Valley in Cape Town and was told they dont touch phones that was upgraded on line...real charming. So here i am with a phone that i have to charged twice a day no one to help me and alot more costs i had to pay for upgrading on line. I just got the latest account and Im being charge for a handset would like to know what that is all about? and I had to pay extra cost last month on the phone as well...im not impress but if that is not enough to boil anybodies blood here I have another problem. On number [protected] About a year or more ago I went through a stage of having to pay for data. I phoned customer services and put a soft lock on this number and on [protected] as I dont have money to pay for the extra data...so I was happy wont get another account for additional data when it goes over the 2 gig...well guess what last month I got an account for R366.25 and this month R11.12. The other number is still on soft lock yet [protected] has all of a sudden not soft lock as here Im getting accounts for the extra data that went over 2 gig because someone decided for me I can afford to pay extra and there is no soft lock.

I ask you, would you be happy with all this, I dont thinks so. Here is what I suggest you get your act together and sort out this mess or I will take it further and believe me right now I will not recommend andybody to Vodacom. The ombudsman and Hello Peter will hear from me if I dont get a resolution on this mess, in fact I want a refund on the money I had to pay because someone decided to take the soft lock off the one number.

A very unsatisfactory customer

Zenda Mienie

I have been a Vodacom user for over 10 years and was astounded by the poor level of service provided by Vodacom Customer Care with regards to providing a resolution and compensation with regards to a complaint which I laid where I was treated unfairly as a customer and I believe involved the misselling of services/promotional services to a customer.

Please see the below summary of my compliant and timeline of events causing the reason for me submitting this:

1) I received a call from a Vodacom sales representative positioning a promotional package towards the end of September 2016 because I was identified as a high data user. During the conversation the Sales Consultant stated that Vodacom had a promotional offer whereby instead of having to pay ZAR140 for 1 GB of data every time you run out, I could be charged an additional ZAR+-90. As a result I would save on average +- ZAR 40 per month. This seemed like a fair deal and I accepted the offer.
2) Post 1 October 2016, I started to notice material changes in my network ability and phone capability, as an example, not being able to view incoming calls. I therefore called Vodacom Customer Care to query this and they claimed that I needed to activate an additional “some service” to view incoming calls. I was extremely confused because I have been using this Vodacom mobile number for years and and never requested to de-activated this service or had issues with viewing incoming calls. I agreed to now accept additional charges for “this service”, but asked the consultant to look into how this service got de-activated without me knowing. I never received a response.
3) I then tried to make a call on a Friday night desperately and received a note saying that I had less than ZAR 3 on my phone and was unable to make a call. I was once again confused because I am on a contract Smart M package which means that I have a particular number of free minutes to call. If I exceed my minute usage then I will get charged at the end of the month for the additional minutes which I called for.
4) I had to use someone else’s phone to call Vodacom Customer Care and spent over 3 hours on the phone being transferred from one consultant to another consultant. You would explain your dilemma to the consultant who would make a note of it, then ask you to hold for over 20 minutes, only to be transferred to a different consultant where you had to repeat the same conversation. Eventually one consultant over three hours later identified that the reason why I was having difficulty was that my entire cell phone package structure had changed.
It appears that the Sales Consultant had failed to mention that by accepting a lower charge for 1 GB of data, I would change my cell phone package from being a contract to a top-up/pre-paid package. I found this extremely upsetting because as an individual I require a contract cell phone because I am required to make calls for business purposes. A pre-paid or top up package is not suitable for me. I was mislead by the promotional package because I was sold something that is not fit for the customer’s purpose. Had a known that accepting a lower charge for data would result in such frustrations like eradicating all my free minutes and changing my current phone package, I would have never accepted this “promotion”.

5) Given that this promotional offer was not fully disclosed as a migration change, this caused the following grievances and inconveniences:
a) having to use other people's phones to make phone calls to Vodacom and which incurred additional charges for me in a personal capacity as well as to those around me.
b) One of the Vodacom Customer Care consultants named Bradley Halters tried to raise an escalation on my behalf on Saturday 15 October 2016 stating the following, “The sales agent the customer spoke to on 30/09/2016 who migrated the customer’s account gave the customer misleading information. The agent promised the customer that the uChoose 350 package is the best option for her, however failed to mention that this would be a topup. The topup package does not suit the customer’s needs. The customer requested a call back once the necessary corrective action has been taken against the agent".
I would like to point out that Bradley Halters had included personal gmail account addresses on that escalation and I received no response on this item from anyone. I had to phone over 10 different consultants to try and get an update as to how they would rectify this situation and received such poor responses and support. It was clear that Vodacom did not have a proper audit trail of my correspondence or reference numbers on their systems because I kept having to repeat my same situation a hundred times to each different consultant who was unable to provide a status.
c) I had incur additional costs to load airtime in order to be able to call.
d) I had to use data to be able to draft emails complaints which has wasted a lot of time and adds more costs.
f) Customer grievance and frustration.
g) Wasting my time and energy.
h) When I wanted to lay a dedicated complaint for poor services no one was fully able to articulate whether there was a dedicated complaints line or process. This also did not seem to be online. I tried to email the previous complaints email address, but my email bounced back.

I have listed some of the Vodacom Consultants whose names I managed to write down during my conversation:

1) Patricia Gqomfa
2) Bradley Halters
3) Alricia Hartzenberg
4) Kleo Thomas
5) Karabo Lekoko
6) Kabelo Mogotsi
7) Anita Lutya
8) Justin Joseph
9) Elna Letsimo
10) Ntsika Xesi

After these multiple calls, eventually another consultant from their Investigations and Quality Control team called me on Wednesday 26 October 2016 at 11.49 am and agreed that the migration was not fully disclosed by the Sales Consultant and I would be migrated back to the Smart M package.

They agreed to migrate me back to my old package and pay for the migration charges. In addition, they agreed to look into me being compensated for the inconvenience. As of today, I received my Vodacom invoice and I have still been charged for my Vodacom migration and not received any correspondence from Vodacom wanting to re-imburse me for any inconvenience.

My biggest concern from everything was that they are selling promotional packages and not positioning and articulating all the facts of the service they are selling.

I would like to point out that this is not permissible in terms of the Consumer Protection Act for South Africa. In terms of this Act, a company should not be misleading customers and should be fully explaining how a promotional offer will impact the customer's existing package and all the impacts and cost for changes. This will allow the customer to make an informed decision before accepting anything.

In May 2016 I had logged a call with Vodacom explaining to them that an account was fraudulently opened in my name with Altech autopage in 2015, but due to Vodacom taking over Altech autopage the case needs to be taken up with Vodacom and resolved by them. I managed to contact someone in the legal department who had informed me to submit a certified copy of my ID signed 3 times and an affidavit. All requested documentation was submitted on 18 May 2016 to the email address [protected]@vodacom.co.za. A reference number EC-04YE-2DR6D2 was then provided to me. However after following up with the reference number quoted in the email subject line, no further response was received from Vodacom with regards to this matter.
Since May 2016, my account has been further debitted by Vodacom even after the account was flagged as fraudulent.
I would like Vodacom to actually step up and investigate this matter as well as fully refund me the funds which have been deducted from my account due to this fraudulent account.

I upgraded my contract effective 1 Nov 2016. I was supposed to get 250 free minutes plus 10gb promotional data. I never received the data and received only 120 minutes. I have been to 3 different Vodacom outlets and made more than 30 calls to try and get this sorted out. I leave msgs but nobody even bothers to call me back. Iam at the point where I will sue Vodacom for contract breach and cancel all 3 our contracts with them

In August I took out a new contract with Vodacom, this contract was to be a top up contract for my mother.. After countless hiccups with placing the order online I eventual got the phone a few week later.
I was then advised to contact the activation department to activate the sim card, which I did.then after the waiting period I put the phone on but their was no net work connection.I called the 082 111 number and they could not assist as it showed connected on their side.I went to the chats store in Wynberg cape town and found out that the sim card was faulty and they advised I must contact the call center to send me a new one.after doing so the consultant advised it would be quicker if I purchased the Sim card and then called in to do a sim swop... which I did, but then I was told that only the stores can do sim swaps.once again I went back to the shop but they too could not help because the contract was not showing on my name.so I sat and waited until the New system eventual displayed the contract.they did the sim swoop but now I am not getting any airtime. ( That I have already paid for in fact) I cant load airtime or transfer any airtime.. Week on week I call into the call center and no 1 seems able to assist. I have logged countless request, asked people to get back to me with feedback . One manager called back after I said if he does not I will be going to the ombudsman.. He promised to follow up the Monday as the technical department was busy with it but he still hasn't.
So what must I do.. Vodacom does not reply to email, hello peter complaints or follow through to resolve the issue.
I was going o return the phone however my mother unknowingly through away the cellphone box.
For a leading communication company I must say they are terrible with communicating with their customers.
As far as I am concern they are in breach of contract as I have paid for service not rendered by them

Since this morning I had problems with my Data. Early this morning the Data was working perfectly and since about 10:00 the Data is not working. When connecting it shows that the data is active but I cannot access anything on my phone which requires data. I phone Vodacom but the problem is not resolved. The technician was suppose to give me a call back and that was 12:00 and he said an hour. Great it is 2 hours later. I need my phone as I am relying on it for work purposes. ! What do I need to do to get service.

Greetings

I got a call around June 2016 on upgrading my Data contract with Vodacom; they reason for the call was to save cost on the contract that I was upgrading to, the agreement we had was to cancel the contract that was costly to the one that claims to save me money. I was also given seven days grace period to cancel if I do not get a text confirming the cancelling of the contract that was costing me but that thing didn't happened. I called to cancel then I was told to hold on the line for close to 45 minutes then they hang up on me, this thing happened five times before grace period I had.

last month I called then was promised to be helped that when I check my statement it is not resolved yet because the deducting has not stopped on the amount we agreed on, the deductions its R420 were else the agreement was R199.00 so I cant pay this much for a data only.

there's a lady who tried at her level best to ask the cancellation team to resolve my matter was Emba at postpaid Vodacom Midrand but got the same treatment I was experiencing.

Details : Lucky Tshabalala
tshabalalalucky720Qgmail.com

I have an online profile which I registered with my primary number, at the end of October I changed my primary contract number to prepaid as I had an issue with my upgrade. Since changing my primary number to prepaid I cannot access my 2 other contract numbers online to view invoices or statements and the customer care cannot help me they keep sending me from pillar to post.. I am tired of dealing with Vodacom's incompetent call centre agents. I have a ref number that no one can access or give me feedback on as they say it wasn't logged... REF# S3-GBA2L-LYOV2. Now that I have phoned 4 times if not more they hang up on you! Pathetic to say the least...

On 27th July 2016 I booked my phone in to Vodacom Cresta for a screen replacement as my screen had cracked. When I booked my phone in I was told that my device would be fixed in 5 working days. My insurance approved the claim and I agreed to pay the access. after fighting with Vodacom on a daily basis and being attended to by rude staff I eventually escalated to the Manager at repairs. 28 days later I eventually received my device back.

my replaced screen started lifting where I had to press it in everytime. My screen completely fell off my phone on Saturday 12 November, had they done a proper job there is no way a screen would come of completed. I then went to Vodacom Cresta to speak with the manager. For a device that they obviously fixed very rushed and didn't do a proper job I am completely disgusted and disappointed by the service that is rendered at this particular store. They service delivery is poor. The sales assistant that helped me was rude as the expectation from him was that this would be claimed from my insurance. Why should I pay for the incompetence and poor service delivery, they could not fix the device properly so why should I pay for they mistakes. he then told me he can't assist me I will need to come and speak to the Manager the following day as he was not on Duty. I went to Vodacom today and conveniently the Manager is off and only on Duty tomorrow, when I raised it that the guy who assisted me knew that the Manager is only back tomorrow. Very convenient that he messed me around like this.
With the poor service that I keep on receiving I am canceling my contract with Vodacom and taking my money somewhere else.

To who it may concern

I recently visited Vodacom store in MonteClare to undergo an upgrade on my contract.
The staff there treated me, as a black South African with disrespect and unwillingness to cooperate.
I emailed them the relevant documents to undergo the upgrade on my behalf.
They then lied to me for 4 weeks about and order they which they claim to have placed.
Keep in mind after assuring me they had placed the order, they did not send me any reference number for the upgrade or the phone order and reassured me no reference number was needed.
This is pure descrimation and disrespect upon me and my race.

The main staff which "assisted" me were Alecia and Nikita at Vodacom store MonteClare in Cape Town Claremont.

From

Ntokozo Motsumi

I am beyond frustrated at this point and i am very disappointed in vodacom!
My account has been soft Lock since tuesday 08.11.2016, i have contacted numerous people at the call center: Ismael, Ntlanthla, Anelisa, Cindy, Brenda, these are just to mentioned a few, I have made Numerous calls to almost every department and still no one can assist. After being put on hold for nearly 40 mins, many of my calls were disconnected bu the agents.

I have lost about R17 000.00 in revenue because i was unable to communicate with my clients. I would like vodacom to tell me how can i regain that money and how to they expect me to pay my account month end when i am loosing revenue. I have paid my account for November in full and yet i am being deprived from using the services that i have paid for.

Currently i would call this Robbery!

I bought a voucher and it was over scratched and call centre is refusing although I have serial number:
SA8P6R1Z9X14
Prepaid number : [protected]

I am in hospital and I needed to call my kids. Is Mtn that bad. No one has the ability to help since I cannot see any number.

Do we not have someone in mangement who has this access? I'm so disappointed by the mtn call centre saying I need to buy when all I want is to recharge.

It's rather urgent. Please could someone make this a priority. ID number [protected]
Address: Z1838 Umlazi

Numbers I normally call [protected], [protected], [protected]
Your expiditous response will be appreciated
Will be appreciated