Vodacom
Reviews and Complaints

Tel Number of upgrade [protected] Mrs Nita Lawrence ID [protected]
Tel [protected] for contact purposes
I will not accept this: - I personally went into your Vodashop Lenasia (Trade Route Mall) on the 6th of October to process my upgrade to a Smart L, the Samsang S7 with the Tab for free + 250MG of data. I signed all documents on the 6th October and paid the required 150 on the day. I was told that the package will be effective on the 1st Nov. Well Well to my surprise it did not happen. I then personally went into the Store on the 1st Nov. by the way only to query why the 250MG was not activated and to my surprise was told to wait for 2 hours and it would be, now patient as I am waited for 3 hours and checked if it was available, guess what no it was not, I phoned the Vodacom Store and spoke to Akeel the Sales person who did the upgrade on the 6th, then I am told by him that this entire package will only be effective on the 1st Dec. as they had system issues, now please how can you tell me that there is NOTHING VODACOM not my PROBLEM, I upgraded to a Smart L for a reason, not for fun. I am extremely irritated with Vodacom since I have 3 Contracts and a Business Contract with Vodacom really and this crap I will not accept. I have to drive to Trade Route to get responses as the so called Manager who was supposed to phone and explain why I must wait for 1 Dec just does not bother to phone me. Why must I use my airtime and my petrol driving there I was there again yesterday on the 3rd with no joy, they gave me another sim card with the 250MG loaded to use for the month of Nov. I am not bothered with the 250MG I want the Smart L package effective 1 Nov as I signed for. Strangely I received a quotation from Vodacom on the 1st for the very package I upgraded to WHAT! PLEASE CATCH A WAKE UP

I would expect a response to this query urgently as we are now on the 4th.

Thank you
Mrs Nita Lawrence

Submitted a query on local data usage which was exorbitant on 3 Ocotber 2016, and has no been resolved until 4 November 2016. Now advised that the solution team re-logged query on 24 October as they initial were investigating it as pre-paid instead of open line. I called thrice on 4 November being pushed from pillar to post and placed on hold for over an hour in total between their staff named Selloani, Rest, David and another guy that just transferred me to a number that did not exist.
What happened to customer care and work ethics? Turn-around times?
What happened to "7 working days to resolve a query"?
What happened to courtesy call for customers to advise of progress or the change?
Furthermore, although I locked my data contract until they re-imburse me for incorrectly charging me the exorbitant data usage cost, they want to charge me for the month due to the delays by their team in resolving the matter.

This is totally unacceptable. I am now waiting for their resolution and will never to business with Vodacom again and will ensure all my friends and family never support them...pathetic customer service!

Date of incident: 27th october 2016

Description of the incident

1. I purchased my gig from vodashop pietersburg, shop 8 savanna centre.
2. The data bundle was meant for number [protected] and the consultant 19-nkateko at the shop was duly informed before issuing a receipt.
3. At home i tried ton access internet through my modem and discovered that data bundle was not loaded. On inspection of the receipt, i discovered that the data was loaded on number [protected], which number i do not know.
4. On the 28th october 2016, i proceeded to the shop and told the same consultant about my experience. She obliged and discovered that the data (As she told me) that the data was not used and promised to rectify. As waited, she went to backroom, and when she came back, i was told the data was transferred to my number (Despite the fact that i now requested a voucher instead of direct transfer). She further told me to wait for three (3) hours before i can use internet.
5. I contacted her as i previously requested her number should i experience problems. I discovered that the data bundle was not reflected. She informed me to come to the shop on the 31st october 2016 as she would be at work since herself and her manager did not work over the weekend.
6. On the 31/10/2016 she referred me to the manager and she did not want to talk about it. I was referred to a gentleman and told me that data were used on the same number of [protected] - which is my number.
7. It is months that i did not use the number and i purchased some data of r50.00 and even now i cannot use the number. How can i use data on a number that is not allowing me to use on my modem despite being used previously after a long time? There was never a receipt issued to me indicating that data was truly transferred - and i do not know the person using the [protected]. Even if i knew, i bought data for [protected] and not for [protected]. In short my data was given someone else.

Desirable resolution of my complaint:
I request data of one (1) gig on a voucher as purchased.

I initially called vodacom cancellations on the 22nd of October to make sure that they cancel my contract that was coming to an end in the first week if November.

I was advised by a consultant to call back on the 31st of October as he was unable to cancel it before that.

I called back on the 31st of October, 1st and 2nd of November but had no luck getting it cancelled.

It's either that no one answers in the cancellations department (I waited for 18 minutes) or when someone does answer they say the cancellations department was busy and they have to re-transfer my call.

I cannot keep calling to cancel my contract when I have already done so on the 22nd of October as I have relocated to the UK and the calls are costing me a lot.

I will be reversing all the debit orders that go off from now.

This is my notice of cancellation seeing that the call centres are absolutely useless.

I am disappointed with Vodacom. I signed a two year contract for 5G data and I was told at the end of the contract the contract will continue on month to month under the current conditions.

Now, and at on a month to month contract and priced changed from R189 to R259. Vodacom kept of charging me R259 for 5G, in the current market no one is selling 5G for that price.

This matter could have being easily resolved but no is was interested is resolving the matter and I was left with no choice but to terminate the contract because it on a month-to-month terms and conditions which does not exist.

regards
[protected]
---------- Forwarded message ----------
From: [protected]
Date: Fri, Nov 4, 2016 at 1:47 PM
Subject: Re: EC-04CC-3Q1QQR Re: account query
To: [protected]@vodacom.co.za, [protected]@vodacom.co.za, [protected]@vodacom.co.za

Good day, seeing that you are failing to produce a contract where I agreed that my current contract will go on month to month post contract end date on new terms and conditions and not under current conditions.

I take it that this new month-on-month contract condition does not exist.

The current market for 5G is not even R259, it means this month on month contract is priced at two years old pricing.

For the above reason, please find attached a letter to terminate this contract with immediate effect.

On Sat, Oct 22, 2016 at 5:16 AM, [protected] wrote:

Good day, that is not part of the contract that I signed, if it is, pls show me where it says that is the contract

Sent from my Sony Xperia™ smartphone

Good day, that is not part of the contract that I signed, if it is, pls show me where it says that is the contract

Sent from my Sony Xperia™ smartphone

---- [protected]@vodacom.co.za wrote ----

Good day

Please be advised that the reduction does fall away after the 24months even when the contract continues on a month to month basis.

Kind regards

Gugu Lukhele

-----Original Message-----
From: [protected]
Sent: Fri Oct 21 12:25:26 GMT+0200 2016
To: [protected]@vodacom.co.za
Subject: Re: EC-04CC-3Q1QQR account query

Good day, please send me proof or agreement that the reduction was doing to
be discontinued at the end of the contract, I am now at the end of the
contract and I contract should continue on a month to month as is, why is
the contract continuing under new terms and conditions.

regards
[protected]

On Fri, Oct 21, 2016 at 9:55 AM, [protected]@vodacom.co.za <
[protected]@vodacom.co.za> wrote:

> Good day
>
> Please be advised that there was a Reduced Subscription of R70 on the old
> 1 that why its was R189.
>
> Kind regards
>
> Gugu Lukhele
>
>
>
>
> -----Original Message-----
> From: [protected]
> Sent: Thu Oct 20 16:43:51 GMT+0200 2016
> To: [protected]@vodacom.co.za
> Subject: account query
>
> Good day
>
> I noticed my bill has jumped from the normal R189 to R259 per month for the
> following account
>
> cell number : [protected]
> Account number: B0184156
>
> Please may you send me a copy of the agreement where I have signed and
> agreed to the terms that at the end of the contract cost will change.
>
> What was explained to me was that at the end of the contract term, the
> contract will automatically go on a month to month under the same terms and
> conditions
>
> The 2R59 was never explained to me and I don't remember signing for it
>
> Please may you send me a copy of the agreement where I have signed and
> agreed to the terms that at the end of the contract cost will change.
>
> King regards
> [protected]
> This e-mail is classified C2 - Vodacom Restricted - Information to be used
> inside Vodacom but it may be shared with authorised partners.
> ?This e-mail is sent on the Terms and Conditions that can be accessed by
> Clicking on this link https://webmail.vodacom.co.za/tc/default.html "
>

�This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

Good day

Please be advised that the reduction does fall away after the 24months even when the contract continues on a month to month basis.

Kind regards

Gugu Lukhele

-----Original Message-----
From: [protected]
Sent: Fri Oct 21 12:25:26 GMT+0200 2016
To: [protected]@vodacom.co.za
Subject: Re: EC-04CC-3Q1QQR account query

Good day, please send me proof or agreement that the reduction was doing to
be discontinued at the end of the contract, I am now at the end of the
contract and I contract should continue on a month to month as is, why is
the contract continuing under new terms and conditions.

regards
[protected]

On Fri, Oct 21, 2016 at 9:55 AM, [protected]@vodacom.co.za <
[protected]@vodacom.co.za> wrote:

> Good day
>
> Please be advised that there was a Reduced Subscription of R70 on the old
> 1 that why its was R189.
>
> Kind regards
>
> Gugu Lukhele
>
>
>
>
> -----Original Message-----
> From: [protected]
> Sent: Thu Oct 20 16:43:51 GMT+0200 2016
> To: [protected]@vodacom.co.za
> Subject: account query
>
> Good day
>
> I noticed my bill has jumped from the normal R189 to R259 per month for the
> following account
>
> cell number : [protected]
> Account number: B0184156
>
> Please may you send me a copy of the agreement where I have signed and
> agreed to the terms that at the end of the contract cost will change.
>
> What was explained to me was that at the end of the contract term, the
> contract will automatically go on a month to month under the same terms and
> conditions
>
> The 2R59 was never explained to me and I don't remember signing for it
>
> Please may you send me a copy of the agreement where I have signed and
> agreed to the terms that at the end of the contract cost will change.
>
> King regards
> [protected]

04/11/2016
I'm really quite upset with Vodacom. When the new phones where launched in South Africa in October I spoke to Vodacom more than once to find out if I could pre-order the phone and where told multiple times I can't and it will not be necessary. I asked in a vodashop and customer care as well. Now that I upgraded I can't get my phone for a month because they are still giving phones out to pre-orders. I'm really upset with this matter and it's frustrating. I stayed loyal to you guys because I never really had a problem with you. I know for a lot of people this would not be an problem but it is for me.

I gave in my sony experia m4 aqua on 20 aug 2016 to be fixed @ vodacom middelburg mall. i went there about 7 time now. about 4 times they promise to call me. even told me they will replace it...they never called not even once. im still without a phone more than 2 months later. Im not sure if that is you standard service but it is the worst service experience ive ever had.
I need a phone
Im a student and not getting income
Petrol alone to and from the Mall is over R100 already
HELP ME PLEASE!

I visited Georgia (Eastern Europe) from 4 to 16 September. I inadvertently switched on my mobile data - my mistake, I accept that, but is it fair to charge me R 8 371.90 for 76.96MB of data? I never received any kind of warning to alert me to the fact that I was running up this enormous bill. I also find it frustrating that one has no option to e-mail Vodacom directly, one can only phone their call centre, which is a frustrating experience at best, since one has no way of following up on your complaint. My number is [protected].

I am unhappy with the treatment I got from the Ram driver who was ferrying my new contract phone. This was earlier on 03/11/2016, Ram does hand in hand on behave of Vodacom, this driver refused to come to me and instructed me to meet him way far from the address ferrying to, I called the online sales dep.., ram to sort this out but the parcel noted as unable to contact client even when they didn't deliver. My complaint is about the horrible and disrespectful treatment I encountered with Ram driver.

Vodacom often asks us as customers to rate the level of service we received from their staff now how Vodacom deals with this treatment we get from its courier service! The drivers cell is [protected], Vodacom must deal with this issue as to us clients it speaks to the level of service we get from Vodacom so Vodacom deals with its counterparts, we just customers we don't know SLAs of Vodacom and Ram Courier.

Unhappy Vodacom client
Mpheu
Cell: [protected]

Dear Sir / Madam

My contract is [protected] with Vodacom, I was billed R6800 in August for July usage. Never in the history of my Vodacom accounts whether business or private have I used such an amount.

I called Vodacom call centre numerous times laying my complaint and requesting clarity and breakdown of the high bill. To this date I have not received feedback. In my numerous calls, there was mention of package migration fee or fraudulent transaction that had to be credited.

Two months later, after my numerous calls without feedback; I call to hear that my query has been closed stating no reason. Again I was promised feedback by consultants which did not happen but received a letter by email that I owe the money and should pay to avoid bad credit record.

I even went to Vodaworld customer centre which could not help but requested detailed billing which takes two weeks, this I have not received.

Vodacom has charged me almost R7000 for something they cannot explain. I need a full investigation to explain this charge or a full refund.

I will be following up on this as I am now tired of dealing with the call centre and people do not honour their promises.

I trust this complaint will be treated with the urgency it deserves.

Nelisiwe Gumede
[protected]
[protected]@yahoo.com

My original contract was due to expire 30 November 2016.
I called 0821958 to changed upgrade to Flex 110 on both my numbers [protected] and [protected] on 18 October 2016, however I again called after 18 October 2016 to have the Flexi 110 contract cancelled and stated that I want to go on pay as you go after my original contract have expired.

Due to above I was still migrated to Flexi 110 and in the process I have lost all my data, free minutes and sms.

Please go listen to your recordings where I cancelled the Flexi 110 and my original contract and where I ask to go on pay as you go after 30 November 2016 and PLEASE load my DATA, SMS and FREE MINUTES as per original contract
I hope by putting the complaint in writing that Vodacom's staff are capable to understand my complaint/request, as to call Vodacom or visit a Vodacom store is useless as I have experienced

Cancelled my contract with Vodacom on 6 October, effective 31 October 2016. On 31 October my phone went to prepaid and I instructed Cell C to start the porting process. The port was not successful on Monday 31 October, so they tried again on Tuesday 1 November - still unsucessful. They submitted a port request again on Wednesday 2 November, asking Vodacom to manually release the number, "Message 5". I also phoned Vodacom Customer care to find out what the status of the port is, just to be told they don't know and I must speak to the porting department. The porting department then told me I am on contract, therefore my number annot be ported and I need to speak to cancellations. Cancellations said I was on prepaid. So after numerous phonecalls and literally being on the phone between Cell C and Vodacm the WHOLE day, after 5pm a lady at the Vodacom Porting department confirmed that my port has been approved by Vodacom. To my surprise, this morning I am still on Vodacom. Wehn enquiring about this, they told me that Cell C needs to just port the number. I then phoned Cell C porting again, they said Vodacom has still not responded to their e-mail to release manually, using Message 5. Back to Vodacom - their system is showing that the port has been approved and I should have received an SMS yesterday confirming this. I never received this SMS, which is clearly an indication that my port is still not done and number still not released by Vodacom. So after numerous phonecalls today (my 4th day of trying to port out from Vodacom) the only answer I have is that Vodacom Porting department is waiting for feedback on the query and there is nothing they can do. Being my 4th day on prepaid and spending almost all day on the phone to sort this out, I am now really irritated and need this sorted out immediately! Surely it cannot be that difficult to just release my number so that I can put this matter to rest!

I can't understand how vodacom can mislead their customers like this. I am very upset, because if I was told in the store that it would cost me R400 monthly I would've politely cancelled and said no thank you. But to mislead me like this is disgraceful. The contract agreement and what I signed for is R280 including insurance and then R374.57 was deducted. The 1 September 2016 I went in for my upgrade, I remember asking only what it would cost me in total including insurance and R280 was the total I was given. I specifically remember telling the consultant that helped me, "I am not willing to pay more than R300 for a phone, because I cannot afford more than that". Vodacom is so quickly to make a sale, yet had they been honest about the extra costs, I would not have taken the phone. On top of everything I called the call centre, the cancellation department, and the consultant there, put me on hold for more than 20 minutes till I hung up. The customer service I received was pathetic, and I work in a similar environment and we strive to help our customers and solve the problems, but clearly this is not the case for Vodacom.

Beginning of September 2016 i took out a cellphone contract wth vodacom via online sales where Kelly an online consultant had to call me to explain certain things i was not sure of and clarity on fees.I accepted the offer based on information which was givwn to me& little did i know that i was shooting myself of the foot as i was mislead and later overcharged have numerously called for a refund and which i have never received, complained and later requested that the phone be taken back as it never worked which i had to request a couple of times before it was collected back.however the refund was never done and on a later stage i requested the contract cancelled which was also never done as i received no feedback regarding my complaint.this matter was twice lodged on hellopeter where only once was i contacted and all promises made were never met, which among them was that the telesales consultant will contact me and also my refund paid back to me.

Hi, I lost my job and from Nivember will not receiving any income. I cant afford to pay my cellphone account, which is almost R1000.

I tried to email Vodacom, used twitter, phoned 111 - they transferred me to "solutions" department, and I have been holding the line for 22min now and counting.

As soon as they hear that you have an account issue they don't want to help

What do I do? I can provide documentation as well as bank statements to prove that I am jobless

I applied for a new contract and received the phone before the 25th October. I phoned to activate the service and asked if I could get them to use my old phone number. on the 26 Oct I got a message that the line has been activated BUT on a totally different number. I contacted Vodacom when I received the message and explained that I have requested my prepaid number to be used on this contract. the lady that assisted me said she needs to then send me a new sim card and I am not paying for it as Vodacom made the mistake. I waited and received the new sim on Monday 31 Oct. I phoned again to activate the sim and was told it will take 24 - 48 hours to be active. I just spoke to Vodacom again and now I am told that because of the backlog they have I am in a queue and that it will take 5 days. I am so disappointed in Vodacom's services. I have been with Vodacom since I had my 1 prepaid phone and this has been the worst service I have ever received. I have taken out this contract as a gift to my son on his 15th birthday which was on the 25th of October. Up to date Vodacom has taken the 1st installment but I have not even had any use of the device.

On 2 November I did a sim swop at Vodacom Shop Northgate and was assisted by Khotso Ngakane. He asked me for my contact number and never once checked my ID. After completing I asked him to double check that he did the sim swop on the correct number. He repeated the number to me and it was not my number. He made a sim swop on a number belonging to another person.

I found it worrying as you read so many articles regarding sim swops where internet fraud occur. I spoke to Brandon the manager and he didn't seem to understand the importance of checking a customer's ID when doing a sim swop.

Khotso also failed to unlock my sim card which resulted in phoning Vodacom and waiting another 30 minutes before I could dial out.

Last year august I renewed my 2 phones contract with vodacom. The initial offer was 250 mb data and when I informed the agent I was not interested they offered me and additional 500 mb data for two years. This year ugust I received an sms informing me that the extended data no longer applies. I called vodacom upgrades the than listen to call and agreed that I should still get the data. Its been 3 months now and they still can not assist me. The managers excuse is that its a technical problem or they will call me back but no one ever does. They get full payment on both lines but they do not sort out my querry.

In August 2016 we realised that we are being billed for data charges on a sim card that we no longer have. When we contacted Vodacom they informed us that this doesn't look right and they advised us to block the number - we blocked it and guess what, the charges came again from Vodacom and then we blocked the bank account to not pay Vodacom. With the result - now Vodacom blocks all our accounts.
So here is the problem - Vodacom said that they are busy sorting it out on their side (as promised by Moeriedah Fredericks - on several occasions) we are now 4 months down the line without success. These cell phone numbers are linked to incubators where we keep human embryos in - if these incubators fail or has any problems - LIFES ARE LOST! Explaining this to Vodacom hasn't worked and as from the above it is clear that this is affecting lives and they just don't give a damn about this!
Can somebody please advice what is happening as Moeriedah seems to have disappeared from the face of the earth with her empty promises - my reference for her "assistance" A2-1X2R-G3L3FY AND EC-0473-19VTK9 AND S3-G302U-U3EQZ AND EC-047P-20H426 - - -> What a joke right?
I hope that you can assist me.

Op 29/10/2016 wou ek op my Internet ingaan en kon nie omdat my data opgebruik was. Ek het die Vodakom kantoor by Game in die Kolonade sentrum besoek tel [protected] bestuurder Joyce. en data van R59.00
gekoop. Tuis kon ek nog nie by my PC (nie laptop) nie ingaan nie, ek is die 30/10/2016 terug, die persoon wat my gehelp het het gesê die IT persoon is nie daar nie en werk nie Maandae nie ek moet na die ander tak in die Kolonade gaan. Die IT persoon het na my balans gekyk en gesê dat my data nul en my lug;tyd nul is. Ek koop toe R20. se lugtyd, tuis wou my rekenaar weereens nie op Internet ingaan nie.
Op daardie stadium het ek nog geensins van my data kon gebruik nie. Op my koopstrokie Transaksie 85159 gedateer 29/10/2016 sien ek toe onder die Prepaid Recharge ID staan Recharge Value R8.00 terwl ek R50. betaal het. Ek het my 2 GB stiffie vir hulle gevat maar kon hulle my nog steeds nie behulpsaam wees op die 1/11/2016 nie by dieselfde winkel waar ek die R59.00 data aangekoop het nie.
Dit is nou nie die eerste keer dat dit met my gebeur het nie 2maande terug het ek die een dag R29. aangekoop maar dit het nie geregistreer nie.
Toe ek die volgende dag weer R29. koop toe werk dit ek het dus die R29.00 verloor.
Eers het ek gereken dis ek wat 'n fout gemaak het. maar toe dit nou die 2de keer gebeur het ek my skoondogter gevra om my te help en het ons die foutiewe Recharge Value opgemerk.
Die dame wat dit aan my verkoop het is 7-MARKO1 Loyalty#
Dit sal waardeer word indien u hierdie geld aan my kan terug besorg, of as ekstra 250MB op my rekenaar kan terugbesorg.
Indien hierdie saak nie aandag geniet nie sal dit verder gevoer word.
Daar was ook 'n ander dame agter my wat oor dieselfde probleem gekla het sy sê sy't ook al daar data gekoop maar dan was dit nooit op haar PC gelaai nie.Die kwit nommer is [protected]
Prepaid Recharge ID [protected]
my sel nommer is [protected] indien moontlik as u my sou skakel verkies
ek om in Afrikaans bedien te word, aangesien ek 'n pensioenaris is en nie altyd mooi kan hoor as iemand my in bedien nie.
Byvoorbaat dank