Vodacom
Reviews and Complaints

My phone (Sony Xperia Z3 Compact) fell and broke and the screens were cracked looking like a spiderweb. On the 24th of October 2016 I took it into the Greenacers Vodacom repair center (Port Elizabeth) for repairs. A lady by the name of Veronique helped me book it in (Job # [protected]) and she explained to me that it may take 14 working days to repair especially if it’s done locally it could be less time, ofcoz I was happy with that as it meant I will be without a phone for 2 weeks Max. I am sad to mention that my phone is still not back and no one can tell me when I will get it. All I get every day through my friends phone is a text that says “Job # [protected] is currently in the repair process and waiting for spares” needless to say it’s annoying and means nothing. So please Vodacom repairs can someone please give me a real update of what is going on with my phone (surely it can’t take that long to ship in parts from where ever unless someone who ordered made a booboo and I’m paying for it)? When will it be fixed if at all? Why is there no one who cares enough to give me a real update? This is truly my last time having to deal with Vodacom and I will make sure of it, so can we make it nice and quick with less pain? Pretty Please can someone start talking…

Gave my brand new phone is for screen repair beginning September. Got it back last week the 3rd of November full of scratches. Phone has now been sent back to the Vodacom repairs department with no clear date on when I will be getting my phone back. Every time phone the repairs department I am told to wait for a update. Does it really take almost 2 and half months to repair a screen while I pay for this phone on contract?

I have 5 contracts with with Vodacom. One of them is a 5 Gig Data Contract, for R269-00 per month. This contract have a R300-00 cap on it which is active.Every month i have a carry over, thus i do not use all the data.
My account for September was R 1958-59 WITH STILL 300MB to carry over to the next month. I pay this on top of my other accounts. I started on the 1st of November with a carry over for 430MB plus my 5Gig = 5.43 GB,
The very nice thing of this whole scenario is i left South Africa on 22/10/16 for Zambia. Will return on 12 December,
My account is as this morning: 4Gig Left ant the total payable end of month R389.12. What about the R300-00 cap ?
I live alone, nobody got access to the router its been switched of.
Send 23 e-mails to Vodacom with no reply.
By the way, there is 2 other DATA contracts as well, a 5Gig and a 10 Gig, with no cap.
Contact me if you find it worthwhile : [protected]@webmail.co.za cell no in dispute [protected]
I am going for legal advice, the people you talk to are RUDE with NO Manners and Vodacom never reply.

I made arrangements with Vodacom to pay off my debt of R11000. I have been paying them for 3 months R2000 every month. so I still owe Vodacom R5000. Now Wednesday and today I got a crappy email from Vodacom telling me I owe them R39000. How the hell do you get from R5000 to R39000? then when I called in about this, I was told o no mam you have not paid. I have the proof that I paid them. then I wanted to talk to the people that works with the POP and I was told I cant. Then I requested to talk to teir manager and then I was told we don't have one? then the phone was putted down in my ear! I never had a problem with Vodacom and now all of the sudden they don't help me? I want this sorted out.. Vodacom should check their POP and allocate my payments to my account. and stop sending me crappy emails and threating me if I keep my end of the deal. Vodacom looks bad and at this moment I will not recommend you as a good network at all.

Please email me with solutions.

[protected] (Number in query: [protected])
number: I2302432-8

This is what I send POP.

Good day,

Please find attached all the POP for this account.
I'm really disappointed in Vodacom for how they are handling this, I've been paying Vodacom for the last 2 months R2000. October will be paid in next week R2000.
According to me I only owed R11000, now I get warning letter from Vodacom for R39465?
I still owe Vodacom R7000 to reopen my account.
Please fix this asap. I really hope you find all my POP`s for this ref above to fix this mistake.

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I bought an iPhone SE online from Vodacom, it is a new contracted and I opted to port from Cell C to Vodacom because I really liked the services offered by the network.

Unfortunately it has been 7 days since I received this phone and it has not been activated! I am very very upset and unimpressed with the TERRIBLE service and incompetences from the.contact center agent. NONE of them ever call me back as promised or even help me.

It is upsetting to know that I will be paying for a phone I did not use! I would really appreciate it if it can be activated in the next 24 hours or Vodacom should really come collect their phone because this kind of service is UNACCEPTABLE from " SA's leading network".

I have put in a complaint of 4GB data that disappeared the 1st of September and yet got not feedback or my data back
Ref: 00VN~N9A1

Now my account is in areas because the money did not go off at the bank as it does every month for a couple of years I paid the money and noticed that this month only R919.99 was deducted instead of R1330

Can ANYONE TELL ME WHY?

IT'S NOT FAIR TOWARDS ME AS A CUSTOMER AND WOULD LIKE A EXPLANATION

I have a account with vodacom since May 2016 and iv paid it every month via debit order. I tried to take another contract in june and they said i should 1st wait for 3 months to pass. So i tried again in August after the 3rd month of the contract and they sed i should wait another 90 days. I call the acquisitions dept on monday the 7th November 2016 and they checked and said i do qaulify for a new contract and a portfolio increase. I just need to log a service request. I logged the service request on tuesday the 8Th November 2016 at 13:52pm and they said it will take 24hrs to update. I call them 5 times 2 day and after it reached the 24hr mark and all the agents i spoke to said they will re-escalate. Then i requested to speak to a manager and all of a sudden they said i don't qualify. So why in the 1st place did they say on monday that i do qaulify and i must log a service request. After all my trouble and calling they telling me now i don't qaulify but in the 1st place on monday i did qaulify. No1 at vodacom is interested to help me and i am a client of them. Is this how they treat all clients because the service is really bad. After this experience i wouldnt recommend vodacom to any1. And still i don't get any response from them. Can any1 tell me how do i take this matter further

Hi
You advertise this new vodacom application download and promise 100mb data if you sms to 31118 the word app. Then in that sms you reply that upon downloading and using the app you will receive 1 gig data? I have played 5 times noe and still no 100mb and no 1 gig data. This is so sad because you do not keep your promise. I can also mail you a list of people that I told about the app and they also received nothing to date.

Please advise as this is such a scam then?

Kind regards
Patricia van vuuren
[protected]

Good day Vodacom,

I decided to upgrade online on monday morning the 7th of November 2016.
This seemed very convenient and was promised my upgrade the next day which would have been the 8th of November 2016.

I was sent an sms telling me my Unique order number, etc on the 8th of November 2016. I realised this number looked like a Ram waybill number, so i went to the site which told me the order or waybill number was for them, however they had not been given an order or parcel as yet.
I then checked the Ram site on the 8th again in the afternoon, this time it said the parcel had been dispatched and was on its way to isando and it was received by them on the 8th.

I checked the Ram site again today the 9th of November and was happy to see that Ram was going to deliver today.
I have received the undamaged parcel from Ram which to my Surprise had the following issues.

*The Samsung Galaxy Tab 3 lite 3G was missing from the parcel, however the Sim startup package was in the box.
*I received the Samsung S7, however the Sim card sent with the phone is not a nano sim which means it does not fit in the phone.

I now have a phone I cant use without a Nano Sim and I dont have a Tablet but i do have its Sim card.

I tried phoning for the last 3 hours to you call centers, got passed from one person to the next, and when I found the correct lady to speak to, she told me the system is down and she cant help me, I must call back! I asked her to take my details and call me back, however she insisted I call back. I told her sarcastically how convenient that would be and she said thank you... I then put the phone down in absolute frustration in order to not start shouting at her...

I have not had issues with Vodacom before but I really am unhappy about the way I have been treated here.. I will not be calling the call center back when the system is working as I dont know when that is... maybe tomorrow ... I need someone to tell me what I must do next...

I cant wait another 3 days for this to be sorted out. I want to go to my nearest Vodacom branch which must correct my order and make me happy again!

I never complain but I am at my wits end and need this matter dealt with urgently.!

Thank you.

Regards,

Paul Jackson
[protected]

details of order;

Quote ref: [protected]
Order #: U1024783
Date: 7 November 2016 - 12:01pm

I have been a contracted client of Vodacom for 18 years.
In July 2016, I changed my bank and therefore had to redirect my debit orders to my new bank account.
I went to the Vodacom Service outlet in Hout Bay, Cape Town, to inform them of the new bank account from which the Vodacom monthly contract fee should be deducted.
They informed me that as it was too close to the due date, the change would not be made in time for the upcoming debit.
I therefore paid directly for the August payment and fortunately asked for a printout of the transactions (payment and change of bank)
After about a week, I started receiving sms messages demanding payment of my contract and a R100 fine for a returned debit order.
I ignored this message, presuming that Vodacom would check their systems and discover that everything was in order.
However, Vodacom then proceeded to bombard me with payment demand sms messages at the rate of one every hour, eight hour a day.
Calls to their call centre were met with demands to pay. I informed them that I had made my payment and I would not be accepting any fines from Vodacom - ever!
However, the sms messages persisted for 3 weeks forcing me to turn of the sound of incoming messages on my phone.
I was eventually coerced by these messages into making another trip to the Vodacom Service store in Hout Bay, where I insisted that they inform Vodacom that I would not be paying their arbirtarily imposed fine and confirming that my debit order details were up to date.
Eventually the Vodacom messages ceased although by this stage I had become used to simply ignoring any message from Vodacom.
At the beginning of November, I received an sms message from Vodacom informing me that my service would be suspended for non-payment.
This was obviously incorrect so I attempted to correct the matter through the Vodacom call centre. This proved to be an absolute nightmare. Apart from the convoluted process required to reach an agent, the agents were abrupt and demanded that I pay the arrears and fine, or else they couldn't help me.
When I demanded to speak to somebody more senior, I was either cut off or diverted to the login process once again.
After wasting frustrating hours over the telephone I then made another trip to the Vodacom Service shop in Hout Bay (10km round trip each time).
The agent there contacted the Vodacom call centre as well and was subjected to the same shockingly poor service of dropped calls, incessantly loud background noise and unsuccessful transfers.
Eventually, through phoning other departments at Vodacom, the agaent was able to establish that although Vodacom captured my new banking details, they did not update their systems and therefore failed to deduct the contract amount over the past few months.
They demanded that in spite of it being a Vodacom error, I must immediately pay the contract arrears before they would reconnect my service.
I countered by asking who would recompense me for the time, costs and frustration caused by Vodacom's admitted maladministration.
I received Vodacom's response the next day in the form of a confirmation of the disconnection of my service via sms.
Upon inquiring further, I was warned that Vodacom would take legal action against me as I would be in breach of contract.
This is shocking treatment of a customer of 18 years standing.
If I do not receive a satisfactory response from Vodacom within 24 hours, I will have my number ported to a different service provider and I will await Vodacom's legal actions.

I requested a signal booster to be installed on our premises on the 08/09/2016
They said they will look into it and someone will get back to me within 2 weeks. A month passed and I got no call, I eventually phoned them and asked what the situation is with my request, they said that they will look into my problem and it would be escelated and someone will phone me back. Over the next few weeks I phoned Vodacom numerous times and got that same story. One day I spoke to a line manager and she said a technician will phone me the next day, he did phone me only to tell me that he will look into the signal problem and get back to me. So another month passed with multiple calls from me to Vodacom with still no answers. I phoned again on the past Monday, I insisted on speaking to someone that can give me answers, I spoke to a friendly guy named Raymond who said I must speak to Sephiwe ( spelling is probably wrong ) she was busy on the phone and he said she told him that she would phone me back as soon as she's done with the call. I received a message to ask if my query was dealt with and I replied NO. A different lady from Vodacom phoned me, I again explaines my whole story she said she will make sure they phone me and she will personally phone me on Monday to make sure thay called me. Well to absolutely no surprize I got no call from Vodacom. I am so disappointed in Vodacom that I have been looking at other networks to move all 3 my contracts to because apparently I'm not considered imporrtant enough to Vodacom to pick up the phone and just give me an update.
PS: While on the phone with Vodacom consultants my call has been dropped twice now and had to phone Vodacom back.

Very disappointed

Mandie Burger

I gave in my phone for repairs 5 weeks ago in Fochville vodashop. I got a lead time for 2 weeks . which I accepted and was reasonable.
This is now week 5 that I'm still waiting. After the quotation I told the one lady that I do have insurance on my account. I filled in a claim form took my ID copy and she done her part. That was 2 weeks ago.

Yesterday I phoned to follow up what's going on and she gave me Annemarie's telephone number in Potch. I asked her what's taking so long with my phone and she is full of excuses.
First the IMEI number wasn't filled in but Fochville did do it. When I asked when she saw that couldn't she do a follow up then she said its not her work. I asked her again does it take 2 weeks to get a IMEI number. She said yesterday that the phone was booked in. Today when i called she said the same thing. When I based how is that possible because you said that yesterdag she got rude and said if I've got a problem I must phone 0821944. So I asked her why and who is it? She told me go complain there because its not my problem.

I phoned that number and spoke to Thabo. She said I must be patient and phone back tomorrow to see if the phone was booked in. Still no solution.

This is unacceptable. I pay my insurance and my account every month for this service.

Everyone is passing the bucket. All I want is my phone fixed and back. This is really unconvienient struggling with my tablet as a phone and I'm not paying insurance to be messed around by this immaturity and type of customer service.

Please help!

I received a faulty CamPlus with my LG G5 handset. I took it back to Vodacom a month ago & was told that a representative would call me back. A month later & I am still waiting for that call. I eventually went back into the store only to be told by an extremely unhelpful staff member that there's nothing they can do & the uninterested manager tells me to go directly to LG. Not only am I disgusted in the attitudes of the people working in that store but I am extremely disappointed in Vodacom's after sale service. I will not be renewing my contract with Vodacom in the future.

On the 6th of September my Samsung S7 was booked in for repairs due to “intermittent” charging, upon collection of the device the charger was replaced and we were advised that there is nothing wrong with the device. (JOB No. [protected])
The device charged perfectly for a few weeks and then started charging “intermittently” again.
I then called Malcolm from Vodacom Repairs in Umhlanga and he advised that I must take my phone to Vodacom Galleria and he would replace the PC board, We called Vodacom Galleria last week Friday (4th Nov) and they said that the phone has returned from repairs however nothing has been done to the device and that the port was ‘dirty’.
When we complained to Sle at Vodacom Galleria, she said that she would speak to her manager and call us back, we are still waiting! This seems to be the trend at Vodacom, we run after them the entire time, leave messages etc and nobody gets back to us!

This is unacceptable, there is clearly a problem with the device, It is the third time that I have had to send my device in for ‘repairs’ for the same issue and the service that I have received is below average.

I upgraded my son's contract and this was effective from 1 October 2016. The new upgrade was also to a Smart S contract that included 75min, 200Meg and 200 SMS plus free Gig's for this special promotion. This month I received an invoice to the amount of R6000 for data that was used on this phone. I contacted the call centre and they advised me that I have to specifically phone in and ask for a limit on the amounts. This is unacceptable as I have been with Vodacom for many years and NEVER was I asked to request a limit on any amount. I took out the contract with those specifications as above and expected Vodacom to deliver on their promise for that specific service. Also, with the inclusion of the free Gig's on commencement of the contract, no notification was given to me to say when the GIG would expire, if that was the case. I assumed that my son was still using the free GIG as per the Vodacom promotion.

In february 2016 I had cancelled my galaxy tab but not to my knowledge I will still being charged for it with another contract that I have with vodacom. I found out by surprised when I was deducted over r1000.00 in october 2016. I called in and have no assistance with any staff. Then they had cancelled the current contract and have done nothing about the one in question. They still keep charging me for the cancelled contract. I have called numerous times and each time been put through to another department. I get the phones slammed on me when they cannot resolve my queries. Infact, today there was a lady who called me from collections department. Insisted on payments when I tried to explain what had happened and then continues to put the phone down on me. The staff are rude and unhelpful. I have been a customer for a longtime now and this is unacceptable. I will only now talk to a manager which are not contactable to report such matters. Each consultant refuses to direct me to them.

Account number I4001982-1. On the 30 September 2016 Vodacom tried to debit my bank account with 3x R 192-66, which was rejected from my side as the bank notified me of unknown debits, the reason for this is the reference number /s starting with "scz". I was contacted by an agent to have an amount of R624-31 debited. This payment was made via eft on 05 November. I contacted the customer service and the phone and tablet was reconnected. The agent told me that I could've upgraded from 07 May 2016 already. I asked if it was ok to go the next day, and it was confirmed. I've been to the Vodacom shop in Highveld Mall witbank on Sunday they couldn't help as the account shows arrears. They then told me to come back on Monday, still showed arrears, I called the customer service again, the agent told me that he will change the status and I could go back within a hour. I went there again today, same story, payment show, but status remain in arrears. I called yet again, the agent I first spoke to hang up on me...called again...agent told me that there is a internal system problem and unfortunately I have to wait. I explained that it is very inconvenient, she said she was not sure when this problem would be solved. The sales consultant at the Vodacom shop shook her head in disbelief. Said that they should've done this when payment was done, and can't believe they are not able to get it sorted.
I'm very disappointed with the matter, as this would've been my very first upgrade.
I feel that there was no problem with this account for the total period of more than 2 years, but now. This is unacceptable as the account is up to date. When will I be able to get the upgrade? Only in another 2 years?

I await speedy feedback on this matter.

Hi,

My name is abiodun jinadu with account no [protected]-0, I have 6 different accounts with vodacom, sometimes in july I requested for an upgrade of the above mentioned number, it was supposed to be delivered to an address in pretoria central where my wife works, I was told it will take between 3-4 days for it to be delivered which I agreed to, the phone was never delivered for the rest of the week. My wife was suppose to be on a training in durban the next week, at the the beginning of the new week, I called the upgrade department to inquire the reason for the delay as my wife that I wanted to upgrade the line for will be out of town in that week and would love for her to have the phone before leaving.

The consultant that attended to me told me the phone has left vodacom's offices' and is now with ram, so I must phone ram to inquire what the problem was and then get it resolved, I called as advised but didn't get helped, I was referred back to vodacom as I was told the phone was returned back to them, I called several times to find out how soon and best will the issue be resolved, but never got helped.

I got frustrated and requested for the upgrade to be cancelled, and also request that all lines due for upgrade be cancelled as well as I was very disappointed in the manner the upgrade was handled. I was told a reversal has to be done and this will take about a week for it to be reversed and that I must call back after a week to check if its been reversed, then I can only log a request for cancellation. I called back after a week and was told a different story that the phone has been dispatched to the address again and that I must wait for it to return back to vodacom before I can log a request for cancellation. This information was given to me the day I logged a request for the cancellation of one of my other line [protected] which was successfully cancelled as that do not have any issue of upgrade.

I called back again the day I was given to call back with anticipation that the phone would have returned, instead I got a different story of the phone being somewhere again. Eventually I got someone to help who said he is sending a mail for the upgrade to be reversed and a notice of cancellation loaded on the contract and that I will get an sms for the cancellation which never came through. I called the customer care after a week to recheck if a notice for cancellation has been placed on both of my numbers [protected] and [protected], which the consultant confirmed she can see the notice. I was advised the last debit order for the cancelled lines will be processed on the 15th of october and that I should ensure the sim cards are not in the phone by the 30th because I gave them an instruction to convert both lines to a prepaid line. The confirmation came through from the consultant that both lines has been cancelled. I did as I have been told and removed all the lines from phones.

Surprisingly, this afternoon I picked up one of the lines to recharge since i've been told its been converted to a prepaid sim, but surprisingly saw its loaded again with the monthly allocation despite all the troubles I went through trying to cancel the contact following the terrible ordeal I had in upgrading that line.

As a planned man that always wants to meet his financial obligation and credit demands, I have already budgeted I wont be paying two contracts this month and as such I did not make any arrangement for that. I've called both the customer care an cancellation department again tonight and was told the same old story of the line still being active and a notice of reversal has to be set and the later call back for the line to be cancelled.

I am kindly requesting for the airtime allocated to that line [protected] be reversed and the line canceled as previously requested and that payment not charged to my invoice this month. I have not touched the airtime allocated to that number and a provision for the payment of that account has not been made this month since i've been told that a confirmed notice of cancellation was placed on the number.

This is my kind and warm request and I look forward to it being resolved as soon as possible as my next debit order goes through on the 15th of this month and I don't want unnecessary surprises since I did not budget for that payment this month.

Best regards,

Aa jinadu

On the 31st Oct 2016 at around 23:30 I got pick-pocketed in Loop Street, Cape Town while at the ATM a random guy knocked into me but I never took note of my phone as I was busy at the ATM drawing cash. When I put my wallet into my pocket I noticed my phone was gone, shortly after I headed home as I had no cellphone. I got home around 2am 1st Nov 2016 and called Vodacom to block/blacklist my SIM and Cellphone, the adviser I spoke to confirmed that it was done then I went accepting that my phone is long gone. I then went on gumtree and found someone selling a phone identical to mine with the same chips in the screen protect at the same exact points (which I thought was highly unlikely for anyone else to damage it the same way then advertise it online) I then rushed to the police station on 6th Nov 2016 around 7pm to get a police case and at the police station they advised me I need an ITC number which I never received after calling on the 31st Oct. So I called Vodacom while at the police station to get my ITC number. I then spoke to an adviser who told me the phone was never blocked to begin with... I then requested that the phone be blocked/blacklisted again, she then informed me that the reason it wasn't blocked is due to the Vodacom system which doesn't allow blocking/blacklisting during weekend at this point I was fuming, I then had to call on the 7th Nov 2016 around 16:00 to black list the phone. The adviser this time was able to assist me and stated blacklisting can be done anytime. He then blacklisted the phone and advised me that I would get an SMS with the ITC number. Around 18:30 I waited and received no ITC number, I then called again and spoke to another adviser who stated that the blacklisting is in a pending state. I then requested to speak to a manage because I was even more furious at this point. The manager spoke to me and advised me that the ITC would take around 24 hours and then I would receive it. I also escalated the above to the manager who advised me that she would call me back today 8th Nov after 13:00 when she is in the office. It is now past 19:00 and I find myself calling Vodacom yet again as she never got back to me. I have just spoken to an adviser who stated that at the end of the month my number will be changed to prepaid, I asked why as I never ever requested this.

I feel this is really pathetic as all my personal information was on my phone and all my account which the person who stole my phone had a week to go through so far and my phone is still not blacklisted. Vodacom has put my entire life at risk as everything was on my phone including my CV, address, email address, RCS account, Nedbank account, Bidorbuy account, Ebay account, Fackbook account, Twitter account, etc I have no idea what to do and feel that I should take this further, much further.

I feel that Vodacom should compensate me for the inconvenience and the risk they have put me in.

I Have had about enough of Vodacom & Game Stores in GATEWAY for thier bad disgusting service.
I have taken a new Vodacom contract with Game Stores - my contract consists of 2 cellphones with 2 sim cards for R220 per month - the day I took the contract 16 / 10/2016 my first sim card had been activated - 2nd sim card was not activated I was advised by the consultant at game stores that this will be sorted out she has logged a complaint with Vodacom. On the 20th of October I received a call from Game Stores saying that Vodacom had to deactivate the entire contract and re activate both sim cards in order for the both contract sims to work, in the meantime my line is suspended - Reason as per vodacom is that I owe an amount of R4302 I have'nt even used the cellphone as yet but I am owing an amount. I called to vodacom on the 24th of october and the consultant logged a report since then I am constantly following up with them when is this going to be resolved - Customer care accounts department at vodacom advised me yesterday after my 10th call to them that the credit has been passed however it takes 14 working days to sort out / clear - in the meantime my cellphone line will be opened.
TODAY 08/11/2016 - I have contacted Vodacom 5 times already to query why the line has not yet been unlocked and they say I am owing an amount I need to make payment urgently.
I am pissed off with Vodacom -this is unexceptable you cannot have such bad service and get away with it, I will definately be seeking legal action against this!