Vodacom
Reviews and Complaints

A contract was taken through one of your direct marketing companies. It was in the sales call (which should be recorded) made absolutely clear that the contract is taken on the condition that my current cell number can be ported from at the time (Altech Autopage - cellc) to vodacom. I as assured that this is possible and again I made it clear I am NOT interested in the contract otherwise. I received the sim cards and immediately called as it was clear the number was not ported. They advised the initial sim sent was incorrect and they will have to cancel that sim and send another one, which they promptly did. However again this was a new sim with a NEW number. I have been talking with call centre agents, numerous requests and service calls loaded in store (Key West - where i may add I spend 30min to an hour each time) and the issue is still not resolved. In my last communique with Mitchell from Key West Vodacom I made it clear they need to then cancel the "contract"as it has been 8 months and reimburse me what I have paid to date, all the service calls are completed without action being taken. I was duly informed that I will be liable for a penalty for early cancellation! EXCUSE ME! I have had a contract for 8 months, that I have paid monthly- and not used 1 single time!- and I am liable for a penalty because they stuffed up? I ma in the process of lodging a complaint with the CPA, as well as seeking alternate legal recourse. This contract is null and void as there is clearly no agreement on the terms of the contract.

Dear Vodacom,
Your 'pre-order the iPhone 7 on contact' was a fantastic initiative until it proved to be very poorly thought out for the long term. Your demand planning is shocking. I processed my upgrade for the iPhone 7 last Tuesday and was told it would be delivered in 2-3 working days. After not hearing anything I called and was told that there is a backlog due to the pre-orders and it would take another week. My fiancé is with Cell C He ordered his upgrade last Wednesday and it was delivered the very next day. I phoned Vodacom on Thursday and was told it would be escalated and that I can expect delivery on Tuesday. It is now Tuesday and I still haven't received my upgrade order number and when I phoned they said they will escalate it, again!
I'm very close to canceling my contact with you and switching my service provider to someone that doesn't offer initiatives that put everyone else at a disadvantage.

I got an SMS on my cellphone this morning to notify me that there is high usage on my data contract. I always get an sms to notify me if I am about to run out, this time I got nothing. When I phoned in I was told that the usage is at R17 000 already! Did I use a million gigs or what? Why did I not get the usual notification? I would have bought more data, as I always do. This is theft at it's best. I now notice that there are several similar complaints and even court cases where Vodacom had to reverse the charges. I specifically asked to get notified to avoid exorbitant charges. Why did I not get it as I always did before? Why wait until a R300 odd contract spirals out of control to R17 000. This is a deliberate move from Vodacom. I am going to cancel my debit order tomorrow until this matter is resoved, I will only pay my cellphone contract manually. I am also going to report this issue to the ombudsman tomorrow. This type of extortion is unacceptable

I activated my roaming before I left the country, as I always do, only to find that I am unable to use the service. After 2 calls to the customer care, I was informed that my roaming has been activated, and the problem must be on my side. After exploring all avenues, his is however not the case. On my 3rd call to the customer care I was informed that I have used up my monthly access to the call centre and must phone back in months time. I am now stuck without my much needed roaming.

I would like to make other Vodacom customers aware of the fact that your calls to the 082111 customer care centre is limited. In other words, if they are unable to help within those 2 calls, they can't help you, and don't care about the loyal customers.

I can be contacted on +[protected]

So I logged a complaint almost a month ago regarding missing data and airtime. To date No one can provide me with feedback and every time that I email they call to say that my email has been forwarded to back office. How hard can it be to resolve? How busy can back office be? I have spoken to so many people, I have lost track. This is not the first or even second time I have had this problem. Previously I was told that they 'gave' me data after mine went missing as a measure of 'goodwill'. Wth, I paid for the data that went missing. U are merely reimbursing me for url crap network stealing my data. And don't fall for we will contact in 24 hours nonsense. They don't call back.

So terrible to have to resort to this. Sent my Note 5 in via a vodacom shop to the vodacom repairs centre in Potch. Phone was spotless and well taken care of. Problem that needed fixing was that the phone just stopped fast charging. When I plugged in the phone, I would get a notification that there were more than 10 hours of charging left. I received an sms that the centre had received my phone and that it is curretnly being assessed. After that I heard nothing further. I phoned the repair centre who confirmed that my phone was on its way back as I did not pay for the quotation and they heard nothing from me and therefore sent the phone back to Brooklyn vodashop...they sms'd the wrong number. I went to the Brooklyn vodashop to explain the situation. After discussion, the phone was sent back to Potchefstroom repair centre for repairs. I had to follow up for a quotation and again for the banking details after which I paid the amount owed immediately to get my phone fixed. At last I received a message that my phone was fixed and being sent back to the Brooklyn vodashop. Arriving there, I saw that my phone was scratched from the repair centre opening the phone to fix it, and the only response I could get from the store manager is that they can not guarantee the condition of the phone when it is sent back and shrugged their shoulders. Once arriving home and very frustrated with the service I have received to date, I plugged in my phone to find out that it is still not charging. The repair centre did not even test the phone for the problem for which it was sent in in the first place. Terrible, terrible, terrible experience from vodacom and the repair centre and a very unsatisfied customer.

Was on Smart L package. Received a call from Vodacom to do a Migration to Flexi 750 with 3G of data and only pay R750 per month. I found out that there are no data on the Flexi 750. I was using a lot of data extra on the Smart L and that's why they phone me to offer me a better package with more data. I am trying to resolve this problem for 2 weeks now. If Vodacom can't give me what they offer me, I want to migrate back to Smart L and not pay for it. Await your response please.

I received an sms informing me that the voicemail has been upgraded. I didn't know this was evening happening or what has changed. My problem is that the recorded voicemail message was not carried through to the upgrade. When i took out the contract, i took it out or my son who recorded his voicemail message. 8 years ago he died. As a result i would call the number just to listen to his voice. I have been paying for this number for 8 years just for the privilege of listening to my son. This has now been taken away from me without my consent or knowledge. How many other people have they done this to.

Hi

I've been a Vodacom customer for over 10yrs and never have I experienced such poor service before. I'm speechless by the non chalant attitude and care that people have had around resolving my query.
The amount of red tape and process which agents are trained up to communicate to client comes across as robot and scripted. They have no clue how to listen to customers and treat people like human beings.

Disgusted to see the least.

Hi,

I went to Vodacom Menlo Park repairs and asked Tim to clear the e-mail accounts on my mom's phone so that she can add her own e-mail account.

He also cleared all my mom's telephone numbers. Imagine all the numbers she has accumulated over the years, she is 80.

He clearly did not care that she lost all her contact numbers.

I don't understand why Vodacom staff members are so mean.

Regards
Ivette
[protected] (my mom)

Email sent to Vodacom Tygervalley on the 12th Sept. Who called indicating that the store manager at Vodacom Greenacres will contact me. Until date, they did not.

On the 7 of June 2015 I booked my iPhone 6 plus at Vodacom repairs Port Elizabeth:

The touch screen was freezing and not responding to touch.
The phone returned on the 16 of June, the touch screen was working but, unfortunately the home button was stiff. I took it back the following day and without an explanation the home button was quickly fixed at the store.
For the touch screen job I had to pay a sum of R3146.55 for the work done.

On the 20 of August I had to return my phone to Vodacom because it was not charging, I received a message after following up that the phone is ready for collection. I collected on the 12.09.2016 . No explanation they just gave it back. I got home and I realized it was STILL not working. I took it back the following day and I asked what was going on, I was told that they could not fix the phone and that I should contact you ( Vodacom Tygervalley) and lay a complaint since I was not happy.

They kept the phone for more than three weeks only to say they can't fix it. Mind you, when I took the phone in on the 20th August, It was still within the 3 month work guarantee period. I paid for the first job which was not properly done ( i.e returned with a stiff home button). The next thing the phone is not charging.

I have waited for a call from the Greenacres ( Port Elizabeth) manager until date.

Yesterday, I took the phone to WeFix V&A Waterfront and they found that the home button screws were MISSING. Another part for relating to the battery was also MISSING. Vodacom Port Elizabeth are the only people who repaired this phone ever. I want the parts back the way there were!

I need answers regarding the POOR quality of work that was done, secondly Vodacom not taking responsibility for this. Lastly, keeping my phone for more than three weeks and returning it in the same state (or worse). In that three weeks, I was behind with work ( emails and other applications which I use to get my work done).

At this point of no joy in feedback, I also ended up buying two other phones ( a small mobile phone in August month) which led me to eventually get a new iPhone7 last week Friday. Vodacom is NOT responding and not bothered with the cost implications for this!

I want my R3 146 back so that I can pay someone else who can repair the phone properly. I also want the missing parts back ( WeFix report stating this available on request) and if the cost of the repairs NOW is greater than the R3 146, Vodacom I want Vodacom to pay for that!

Here are some of the Job numbers I could find for now. All the repair documents I have are available on request.
[protected]
[protected]

Regards

Philasande
[protected]@yahoo.com

I handed in an iphone 6 for a screen repair upon which i was quoted r1500 for access for the repair. I did not accept the access since i had screen insurance on the phone. 1st i was told i had no insurance, then i was told i had insurance but used it (I've been with vodacom for 16 years, never submitted a claim), then i was told i do have but it only covers r2500, damage was r4000. I requested my contract to proof this. Contract was received and amount verified upon which i then accepted the access of r1 500 for the repair. Month went by not response from vodacom upon which i phone. I was told an invoice have been send but i did not respond. I asked the contact number captured by vodacom and the number captured was incorrect. The rectified this and resend the quote. Why ? I already accepted the r1 500.. New quote is r4 330.86?! I phoned to find out why. Iphone suffered internal damaged after the 1st book in and vodacom wants me to pay for the damages caused to the phone while in their care. I escalated the matter and vodacom still says i have to pay. Phone was in 100% working order. Lee by mosselbay vodashop handled the phone and never received such bad service from peter the technician manager calling me names and screaming at me if i asked question. I ask for the franchise owner details and i was refused this information. Vodacom damaged my device of which i have to pay, not willing to investigate, received the poorest of service you can get and not i have to seek legal assistance via attorney & ombudsman. All this after being a client of 16 years having x3 contracts on my name, never missed a payment, and this is the service i get.

I have never received such unprofessional service in my life. My upgrade get delivered to my house but the box is empty. Plus invoice states black and I have ordered silver.

I will never work with Vodacom again they are not willing to help. I require my phone urgently but the tele sales people are unprofessional and laid back.

There is a massive signal outage in the Southern peninsular area of Cape Town. There is no way I can call customer care, they no longer have an email or online chat support and when I contacted them via twitter all I received was a suggestion that I reboot my phone.
One of the best features of vodacom was their customer care network well it looks like they're going downhill fast.

Upgrade on Company Cell phone loaded on the incorrect Package
Date 20 July 2016 - 18 Oct 2016
Contact Details [protected]
Description: On the 20th July 2016 at 8:23am I sent Amanda.[protected]@vcontractor.co.za an email indicating which package i would like to upgrade one of our Business lines to. The package clearly stated it came with a Galaxy Tab 3 lite. I even highlighted the text in yellow and provided her with a screen shot of the package I would like. When the phone was delivered on the 21st July at 11:14 sent her an email indicated that i received my package but then noticed that the tablet did not arrive with the package and sent her an urgent email to call me as my tablet was not delivered. She contacted me indicating that it will be delivered the next day. which should have been the 22nd July yet i am still waiting. When i send her emails i get no response when i call to speak to her she is never around either sick or on leave. I have phoned and spoken to her Manager who indicated that i will receive a response or a solution by the end of the week yet that phone call took place 2 weeks ago. I have had enough! Please can someone contact me with a way forward and not with empty promises.

Problem: could not access my email account as profile was deleted by vodacom (No authorisation given by the owner) with all my e-mails also deleted.
Incident 1st occurred on the 29/9/2016, reported on the 2/10/2016.
Call ref: s3-g8f2x-xvxd9, g8a32-2fwql. Call not resolved, yet vodacom closed the call. No solution on the recovery of my emails.

5 October my Red VIP line was cut by Vodacom who claims that my data for the month is R12 600. Having done nothing different during the month I asked them to investigate this matter as the data did not come to me. My phone is still not operational with no feedback from Vodacom. I then wanted to port my number to Cell C so that I can be back on the air and they are refusing to let the number go. I cannot receive nor make calls. This is shocking!

Pathetic Customer Service

I had taken out a contract for Huwaei P8 LIte which is a dual sim enabled device but the second sim card does not work due to vodacom deactivating this feature, I have contacted the customer care division and have spoken to Tshenola on the 7th October and after explaining to her my needs and after her consultation with her senior she advised me to go to any Vodacom Outlet and a consultant or the technical person in store will be able to assist me in activating the second sim. I then asked for this in an email as i did not want to experience problems when entering an outlet store, and was advised that because she was in a call center she would not be able to do so and that if i experienced any problems i should call back the call center, I went into the Westville Pavillion branch on the 8th October and was met by the Technical Manager Bilal, who then told me that this cannot be done and that i must travel to the vodacare outlet which is about 20 km, so i advised him of the conversation i Had with Tshenola but he was adamant that he was not helping and then told me its a breach of contract and policies, and then i told him that its pointless me having a device that cannot be used to its full potential and then he very rudely told me that i am bound by contract and gave me a whole lot of nonsense that i was not interested in, I called the customer care from the store and after 40 minutes of explaining with Bilal telling the agent of the beach in contract and policies and that i will need to sign a disclaimer in case the phone is bricked and whatever other excuse he could come up with, i was able to speak to the supervisor on shift Cindy Chauke ********** she advised me that this can be done and she was transferring the call to the Technical division whom will advise me on the steps to follow to get the device sorted out, the call transferred only to be told that your technical division is closed and that they will reopen on Monday, I was now at boiling temperature after dealing with Cindy and the incompetent Bilal, i made another call to customer and eventually after speaking to a gentleman and explaining myself again he transferred me to his supervisor, Madipaba Mama whom then advised me again to go to any store and have this feature activated, i then told her that i have just come from the store and that Bilal was rude and did not want to assist and now she is sending me back there, so it seems that your supervisors are clueless as to whats going on, I am absolutely frustrated at present and i want the phone supplied to me to work to its full potential with the dual sim functionality and the specs of the phone can be found on the Manufacturers website or alternatively Vodacom can take their device back and cancel my contract with immediate effect,

Note, Please hire some competent personnel as this is not the way customers should be treated and if you want to verify this post please feel free to pick up on the voice recordings that you guys pride yourself on and listen to the advice i received from the various different departments

Rewards department Center offered me MY GIG3 Promo. I specifically asked will this have impact to what I am paying currently am I was told there is absolutely no additional charges to what I am paying.
Last week Friday I received the package and I was invoiced R 119.70. I immediately called Vodacom to do a cancellation. My cancellation reference is 64659. I asked will Vodacom debit me for this and I was told whatever is debited will be refunded.
On the 12/09/2016 Vodacom paid R 768.6 into my account. I assumed that I will be debited this amount as per the conversation I had with the cancellation department.
14/09/2016 Vodacom debited me R 1 024.2. Vodacom debited R 256.2 extra, Question is why?
I have been calling Vodacom and finally I was told to send my bank statement. Please find attached as requested.

Over and above I was debited R 810.99 for a month of August.
I called Vodacom and I was told to send my bank statement to this email address [protected]@vodacom.co.za till this day I have note received a response.

On the 22 Sept I went to Vodaworld, your consultant Banzi Nyawuza assisted me. I left the modern with for RAM to collect. He confirmed three days after that RAM did indeed collect the device. I went to vodaworld again because on the 27th of September Vodacom did debit me for this line [protected] which I have requested to be cancelled. Banzi Nyawuza confirmed that the cancellation process is taking place and after 14 working days I will be refunded my money. The 14 working days have expired and Vodacom has not refunded my money. And over and above I just logged into my vodaworld and the number is still there.

This means end of October I will be debited again.
Vodacom please refund R 512.4. The R 256.20 that was debited on the 13th of September and R 256.20 that was debited on the 27th of September
Your soonest response will be highly appreciated

Purchased a my gig 30 days rechare on 5/10/2016 data valued at R149 at centurion vodashop I never ever received confirmation message to my phone that it has been loaded successfully. I decide to take my till receipt out assuming I need to manually load the data and I'm getting no joy.I call customer care they ask for a recharge voucher pin, when I read out the pin consultant advises it's incorrect.I should contact the store where recharge was bought.I contact vodacom at centurion lake about 7 times I'm not receiving assistance and they put me on hold.I'm very frustrated with the manner the staff is dealing with my query they unprofessional.I'm not getting answeres what the he'll goes on.I port in this network only to receive pathetic customer service.I want my data loaded or my money back period.I'm mad as he'll.