Vodacom
Reviews and Complaints

I upgraded my contract end April and moved to different package. Since then, not been able to make calls
First invoice received
1. I was double debited
2. Migrated to wrong package.
3. Being charged for Itemised Billing but receiving

Folowing month... Still could not make calls, and still on wrong package.

Been asking for feedback for 3 months. Spoken to 5 different consultants, been promised calls by Teamleaders, last one name Patrick Dlamini. Still waiting

What do I need to do to get this resolved. I would rather cancel this contract but not sure how based on this rubbish service.

Graham
[protected]

12 June 2016 - phoned in to change banking details and set up debit order date.
4 July 2016 - My phone was cut off and the debit order did not go through as arranged above. I was VERY angry and no one could tell me why the debit order did not go off and NO NOTES on the system. We proceeded in setting up once again ANOTHER debit order with my current bank, Bidvest to go off on the 25th of every month.
30 July 2016 - sms from Vodacom stating that my debit order has returned.
2 Aug 2016 - phoned customer care to find out why the above happened, they still have the wrong banking details and debit order date!

I am livid and so frustrated, how on earth can a big company like VODACOM make such mistakes and let me as the customer be in the lirch!?

I am extremely upset and disappointed at the incompetence service that I have been receiving from Vodacom. I called vodacom in April to cancel my contract as I was relocating to the UK. I had called numerous times, just to be put on hold for hours and then they cut me off, and when I finally got through to a agent, i have asked for my contract to be cancelled and wanted a cancellation quote. Received a quote but it expired within 2 days, which I did not get to completing the process, I therefore called again and after tremendous efforts, I was told it was their billing run and they would not be able to give me a quote and I should call after the 7th of May, which I did and received another cancellation quote which was valid for 14days (dont understand why the difference in the expiry durations). I was very clear that I will be relocating to the UK and need to cancel my contract and change my sim to prepaid, the agent assured me that once I had paid the amount on the cancellation quote and emailed this to them, my contract would be cancelled at the end of May and I would only be debited for the monthly installment of May. Thereafter no monies will be debited from my account. The 2 quotes I received was almost the same with a few rands difference, I even asked if these quotes were correct and the agent told me it was correct.

As being the loyal customer and with all that effort trying to do the right thing and cancel my contract before I relocated, was actually such a waste of my valuable time.

My contact is still not cancelled and I am unable to even use my sim as prepaid and I have been debited for June and July. I sent through emails, and got the vodacom notification that my emails was received and will be attended to but I did not receive any feedback, Finally I went onto the Vodcacom website and sent an online email, to which I finally got a very frustrating response, telling me that the amount on the cancellation quote I received is not correct and I need to be paying a whole lot more, and that is why my contract was not cancelled. The agent by the name of Peter, that called me on Thursday 28th July at 08:30, said that the quote I received was a mistake, a system error. So I told him, I do not understand how I can receive 2 quote for almost the same amounts on 2 different dates from 2 different agents and both of them were wrong and I am also not willing to pay for Vodacom's mistakes and errors, I paid off all my accounts in SA and I except this to be resolved urgently and Vodacom needs to take the brunt for their own errors. But he called me again on Friday the 29th July at 08:30 and sends me a new quote, to which I was getting tired of explaining myself to him, I asked to speak to his manager, and he said he will get his manager to call me and I have still not received a call.
I also went onto Hello Peter and complained and got a response on hello peter from Vodacom, stating (Your query is in hand with the Social Media Team and I have requested that they contact you with feedback.), to which I still did not receive any emails or a calls.

I did what was right, got the cancellation quote and paid it, Its seems like the staff at vodacom are extremely incompetent and cannot take responsibility for their actions.

I will never use Vodacom again and I will not recommend them to anyone.

On 2 August i realized that i paid over R1800, in stead of just over R500 due to my open line. If my line stayed closed as it was, this could not happen.

My number [protected]: Vodacom called me in May 2016, to ask if i want to migrate because i buy a lot of airtime per month. and extra data. i said yes but i do not want topay more than R500, R600 per month. My line was closed now it was suddenly opened. without my consent.
I want to know who did it and why.

On 27 June 2016 11h00 I phoned to cancel a data contract of mine at Vodacom. The contract was due to expire on 3 July 2016.
I clearly instructed the operator to cancel phone number 079 00x xxxx. He even confirmed the number. He then mistakenly cancelled my main phone number 082 82x xxxx.
I only realised on 4 July 2016 that something was wrong. I phoned vodacom at 12h01 and they confirmed that they cancelled my main contract by accident.
The operator promised me that this will be corrected in 7 days. 7 days past and nothing was done. I went to a Vodacom shop and the consultant said he can do nothing about it but he can see a request was logged to correct this. He then escalate the request.
A few days past and nothing happened. I went to Vodaworld and sat in a queue for 2 hours only to be told by the consultant that he can't do anything about it. He can only escalate the issue. He promised me that it will be fixed in 7 working days. 7 working days past and nothing was done.
On 29 July 2016 Vodacom credited my bank account with R11 800 because of the cancellation.
I phoned Vodacom again on 1 Aug 2016. Again the operator told me she can do nothing about it and will only escalate the issue.

Please Vodacom, correct this mistake made by one of your employees. Why should I pay for your mistakes?
WHY DO YOU IGNORE ME? WHY DON'T YOU WANT TO CORRECT YOUR MISTAKE?
IF YOU DON'T WANT TO CORRECT YOUR MISTAKE, PLEASE CONTACT ME AND TELL ME WHY YOU DON'T WANT TO CORRECT THIS SO THAT I CAN OPEN A CRIMINAL/FRAUD CASE AGAINST YOU.

I booked my Phone in by Delmas Vodacom on the 6 July 2016 for repairs, on the same day I asked that the phone must not be send back to me must just send me the quot so I can do the payment so the phone can be fixed. On 19 July I called Vodacom Repair Nelspruit they told me that they did send the quot to Delmas Vodacom, got there they say the couldn't read read emails because there is fault on there email I have to phone Vodacom Nelspruit ask to send the quot to me. Ruth send to me & told me if I do not pay today, it will be send back, payment was made on the same day and emailed to Ruth. 28 July called Nelspruit, they would get back to me no 1 did. 29 July called in again after I fight they fine let me know the phone is done & on it's way back. Up until today I did not receive a phone call only 1 sms that the phone is booked! Personally I think that is pore service!

I took phone in for repairs in April to above mentioned shop. At one stage the phone went missing but was eventually found. To date and in spite of numerous phone calls and while I am still paying a contract of +R400 a month, I have still not received my phone back and in site of promises from the manager of this shop, my phone calls are not even returned.

I have been a Vodacom customer for 16 years. I am at a stage where i want to go to another service provider, because of the service I have been receiving this past month. On 1 June I didn't have enough funds in my account for my debit order, thus came back as unpaid. On 28 June I made my outstanding payment of R422.50. Almost immediately after I've paid via EFT I received and sms thanking me for the payment & that I don't have to send any proof of payment. On 1 July an amount of R945.09 was debited from my account, making it impossible for my medical aid contribution to be debited due to insufficient funds. I spoke to a lady (check your recordings) who explained to me that my payment came through after the bank was notified to deduct the R945.09 but that I would be refunded because she can see the payment I made. Two days after that I phoned again because nothing reflected in my account yet. I spoke to another lady (very rude by the way). She said i must send proof of payment & a bank statement to proof that R945.09 was deducted & that I paid R422.50. i explained that i received an sms from vodacom stating that i don't have to send a proof. She said that if i don't send the documents that it could take I think between 14 & 21 days to be refunded. On 19 July I sent proof of payment & my bank statement to show as proof of R945.09 deduction. Since then I have not heard anything or received any email from Vodacom stating that they received my documents or refund me. Nothing at all. On Tuesday there was a credit limit bar set on my account. I phoned Wednesday morning at 06:12 (check your recordings) I spoke to a gentleman who apologized and said it's a problem on vodacom's side, not my fault. He said he will send it through to the correct department and that it could take anything from 1 to 24 hours to fix. At this stage I didn't have any internet access, data, sms, or able to make any calls what so ever. I phoned again Wednesday afternoon about 5 times because i was repeatedly put through from customer care to accounts. Eventually I got through to Zanele just before 17:00. I was busy explaining my situation when the line was just dead, time was 17:00. I was furious, phoned again and spoke to Roelien in customer care (very nice lady) She explained i need to speak to accounts but they only work until 17:00 (how convenient, my call was dropped at 17:00). Thursday afternoon I phoned again and spoke to Lesley in accounts. He said but mam you are suppose to speak to customer care. He put me though to Hellen (thank goodness for this lady) she said mam its not a problem. I will take it off while you are on the line. she asked me to switch of my device and on again. Eventually it was fixed. i am thankful for that but very unhappy with the service i received so far. If it wasn't for the fact that I upgraded 2 weeks ago I would have gone to another service provider. I want the situation sorted out with my refund.

Date :26-07-2016
Job No :[protected]

Description :
06-07-2016 my new Samsung S7 about month old just switched off & did not want to switch back on. 07-07-2016 i took the phone back to the store i upgraded my contract with (Vodacom Greenacres) & told them about the problem. The phone was booked in & the consultant that helped me told me she had to send it to their repairs department. Of which we did, signed a couple of forms & it was booked (by the way she never even asked if i wanted my info on the phone backed-up so all the info was lost while in for repairs). a week later i received an sms saying my phone was repaired & ready for collection of which i collected. +- 2days later the phone did the exact same thing after it was "supposedly repaired". I then went back to the store 2 weeks later as was out of town to explain that the 1month old s7 +- R 16 000.00 has done the same thing & that I did not want the phone anymore & wanted a new phone instead as I WAS EXPERIENCING THE SAME PROBLEM! I wanted a new phone instead as it is being paid for irrespective of it not being in my possession. The Consultant then told me she could not do that & I should rather book it in for repairs again (IN BETWEEN THE 2 INCIDENTS I HAD TO BUY A NEW PHONE AS I WAS WITHOUT ONE) & she was adamant she could not help me after back & fourth arguments i eventually got so frustrated i just booked the phone in again as i was getting nowhere. Today their repair center calls me saying they cannot fix it & they have to send to Johannesburg of which the person who contacted me was very rude. In a nutshell the phone is 1month old R16000.00 expensive & nobody at the center is willing to help me. I spoke to the Manager & said he was going to put in some special request to somewhere & call me to tell me i can pick a new phone but he did not sound too convincing. I do not want the phone anymore as its the 2nd time it has been in for repairs. I'm willing to to keep the contract but with a different phone preferably an iPhone to the same value. Please could someone assist.

Regards,

Zaaid

I own a Samsung Galaxy S6 which I got on contract with Vodacom and still falls under warranty. I happened to be charging my device and suddenly it began malfunctioning and a message popped up stating "the device was overheating and all apps were being shut down" at the same time the device was suddenly not charging up until it switched off due to the battery being completely drained and suddenly an error triangle appeared when the device was connected to the charger.

At this point I decided to leave the device for a while and return later to charge it but to no avail, I once again received an error triangle when the charger was connected. This led me to the conclusion that it should be an internal error thus the following morning I dashed to Vodaworld to drop off the device and within a few days I was notified to come and collect it.

I was then informed that my phone could not be repaired or replaced as it fell under "BER - Beyond Economic Repair" due to water damage... Imagine my disbelief as I had not nor ever dropped my phone in water prior to bringing in but Vodacom is adamant that is the cause of the fault.

I refused to take the device there and then since it was not a plausible reason for me and I wanted Vodacom to do a more thorough check. I then proceeded to write an email (image of the email attached as he said was not allowed to cc me on the email) with the individual assisting me so that the matter could be escalated. To date I have not received even a courtesy call from Vodacom to shed some light on my reported all that Vodacom is saying is "it's MY problem" I have no guarantee of potential foul play between the time I handed my phone in until I got it back and as such cannot accept the claim Vodacom is making as I know without a doubt that my device has never made contact with any water.

Considering our relationship that is over a decade old and us staying loyal to Vodacom besides the exorbitant data charges on numerous occasions which we pay with no trouble and misallocation of funds in other incidents yet we still remained, you’d expect Vodacom to try go out of their way to keep a loyal customer but no..

This is outright sad, shameful and insulting. It is clear that loyalty at Vodacom is one sided and we are now questioning why we should remain loyal. I am hoping that this may reach those at the top who have the power to assist me beyond blatantly being told it's not their problem and I must just suck it up, it's honestly unfair.

Horrible Service.
I was applaud by the service I received yesterday and today. While I was porting to Vodacom. Now I'm nervous about my move to Vodacom if service will be like this.The customer representative in this branch did the following.
1. Served other clients while he was put my case aside each time the he was attending to other clients. So I waited each time.
2. Took personals call in front of me the client.
3. Did not know the procedure to porting from one service provider to another.
4. When I stated I wanted to complain his response was "good luck"
The next day when I arrived to pick up the SIM card that I had left because the porting process did not go through the first day which I suspect was caused by the incompetent employee. The following took place:
1. Yelled at by another customer rep
2. My brother threatened by the customer rep from the previous day
3. Laughed at and told good luck by the same customer rep again.
4 . Customer rep refused to test the SIM card.

He was unprofessional to me as a returning Vodacom customer.
Thank you

I handed my handset in for repairs on the 12 May 2016.I didn't get any paperwork nor did I receive a difference number. When I called three days after I received the SMS that said the handset left jhb I called the store and they told me I need to contact the repair centre.I asked about the paperwork they just said they forgot to give it.
I called the repair centre they said they will find out and call me back.I called the repair centre again the next next day cause nobody called me back.The lady told me that they cannot help me without a difference number, I said I did not receive one and she said it should be in the SMS and I told her that the sms's I received did not have any reference number.She told me I need to call the store cause she cannot assist me.
I called the store again, spoke to the store manager and explained all of the above and she said the handset is in the store.I wanted to know why I have not received any SMS to say the handset is at the store and they did send SMS, but it never reached me.
Went to fetch the handset on Tuesday and saw it was a different colour and the manager on duty said I had to wait until he asked the manager. I asked them to call me today after they have spoken to the manager. It was about after 12 that I called as I have not heard anything from the store and were told the manger stepped out. I asked for the regional managers number and were told to call customer service.

Manager called me a while after that and said i need to take the handset as she called HB and they said the handset is discontinued.

I told her I have handed in a handset without any scratches and now they want to give me a different color handset and it have scratches on.They sent it back to the repair centre and I had to follow up all the time and only received the handset the 15 July 2016 but had to pay for the time I did not have any use of the handset.

I am staying two hours from cape town and drove Tuesday 19/07/2016 to century city Vodacom shop (tel [protected]) for my upgrade. I upgraded to the Samsung galaxy S7. When I returned home just to find out that 90% of the time I have got no signal / emergency calls only. In town the signal works great but when the signal is just a bit bad like at home I cant make or receive any calls where as my old device had enough signal to make and receive calls and even got 3G. So on Saturday (23/07/2016) I return to the shop again another 2 hours drive to return phone because its still under the 7 day out of box failure. They told me they must send the new phone to a repair centrum to check the signal. So today I must drive again 2 hours to cape town for my phone to pick it up because they cant find any problem with the phone. Why must I pay for a phone that doesn't pick up signal just when the signal is slightly bad and its a new phone that i have tried to use for two hours before I switch to my old phone. All the other phones are working well where we are staying. They refuse to give me another phone even if it was under the timeframe of the 7 days out of box failure. I have spoken to the manager steven titus. I called Vodacom customer care and they told me if they cant find the problem with the phone and its in the 7 days out of box failure or before three months they must give me a new phone. But needless of what Vodacom customer care is saying the store refused of giving me a new phone.

I have recently migrated to the Vodacom unlimited plan as i use my phone frequently for both business and personal calls. I was told that i would be able to call those i needed to call without any issues. Now, i have to call vodacom on a daily basis to unlock my phone. The service i have received from my local Vodacom Chats Store has been remarkable. However, Vodacom customer care is failing terribly. The are aware of the issue, they have no short term solution and a number of clients including myself are paying for a service we are not receiving unless we activate it every day. I guess the definition of VIP differs at Vodacom. This is not an entry level contract, it is one of the top contracts available. Yet absolutely nothing is being done. Pathetic service. They are not able to tell me how long the issue is forseen to continue. And some days it takes numerous calls to get my phone working again.

I had a data SIM card contract which expired December 2014. On 31 May 2016 I picked up on My Vodacom account an invoice for R 69 265.21. I combed the invoice for more details, but could not find any transactional history. I immediately responded by notifying Vodacom of this and provided them with all the details I could get on the matter. I also reported to them that on 18 May 2016 I received an SMS stating a SIM Swop Order Request that I did not make and that almost immediately afterwards this astronomical invoice amount occurred. Notifying Vodacom of this possible fraud on my account started to turn into a nightmare ever since then. First by reporting the Fraud Complaint, I had to jump though hoop after hoop, by continually phoning them, by getting affidavits and by providing proof of being owner of my account. Not a week into having reported this possible fraud case to be investigated, my cell phone account was completely blocked. I was not even able to make emergency calls on my phone. Being in business myself, that created a communication nightmare. I was unable to communicate with customers, impeding me from doing business and earning money. For a week I had to go to Vodacom branches, during my business hours, to plead for reconnecting my cell number, as it has nothing to do with the fraud case against my data SIM. Day after day they were unable to assist me due to slow systems, or moving over to a new system. They were even unable to run the normal USSD code on my phone. The arrogance of the staff and the incompetence I received was mind blowing. I was told that my account was blocked due to the fact that I have reached my credit limit and that needs to be settled first. The Vodacom self imposed credit limit was R 7 500.00, but when I asked them how did my account then reach an amount of R 69 265.00 if there is a credit limit in place? They just looked at me if I am the fool. Needless to say, Vodacom could not or wanted not to reactivate my number again. The reason the Vodacom consultants gave me for no reactivation - you must be out of airtime. I left Vodacom and opened a new contract at another service provider, because my business was taking a turn for the worst due to me not being able to communicate with customers. Now I am responsible for my Vodacom contract which I am unable to use and my new contract at another service provider. I have been a faithful Vodacom supporter for a very long time, but cannot wait for this nightmare to end so that I never have to deal with Vodacom again.

To top it all, after having notified Vodacom on 31 May of the possible fraud, having supplied affidavits and sending e-mails, they went ahead and deducted on the 1st July 2016 the amount of R 69 265.21. Because I obviously do not have that amount of money in my bank account, it wreaked havoc on my debit orders. This happened over a weekend too. The following Monday I had to go to the bank to try and sort out the mess this created. My bank account was "frozen" until a credit manager with the relevant authority was able to reverse all the transactions and put through the rest of my debit orders. That made me explode, as I am very pro-active on keeping a good credit record. I have phoned Vodacom legal, customer service, the Solutions Team and WSSE Forensics more than I can remember and that is not even counting the e-mails sent and the amount of system generated reference numbers that I have accrued. And still until today ( 2 months later), I am hounded by Vodacom collections and legal to pay my arrears amount of R 69 265.21.

I have absolutely no vote of confidence in Vodacom or in the marketing propaganda they sell of having the Power in Your Hands. As a Vodacom customer you cannot feel anything else but powerless and with absolutely no support. This written complaint will not provide a solution to my current Vodacom nightmare, but at least it is an avenue to vent some anger and frustration.

there was a guy that phoned me regarding my account i unfortunately did not get his name, i must say his service was really good and he did phone me back when he said he would.

but i still have a massive problem, i have a wifi thing that i got last year November, which worked for a month and then never again i have logged so many complaints and nothing gets done i am so fed up
why must i pay for something that i am not getting?

you can check on your system i have complained about that thing more than anything else it is ridiculous i will not pay any longer i will reverse my payments until this gets sorted out

you are stealing peoples money

Enough is enough!
After 7 days not action?
My cellphone was stolen on 14 July 2016.
I called the call centre to block the sim card and blacklist the phone - this were only done after the 2nd call.
I went to Vodacom, Randpark Ridge Mall on 15 July to buy a new sim card and request a sim swop. The consultant told me it would be working within 24 hours.
Contact the call centre on 16 July - feedback were given that the request were pending.
Contact the call centre on 18 July - they don't have record of this request. I were informed to return to the store to get it sorted out.
Returned to the store - the put in a new sim card and were informed that I have to wait another 24 hours.
Contact the call centre on 20 July - hold on for how many minutes and then were told that they couldn't assist me as the system were offline.
Contact the call centre today, 21 July - the card number is incorrect and I need to return to the store for assistance.
Poor, pathetic, customer unfriendly, etc, etc, etc, service.
Paying for a contract which I don't have! One week without a cellphone!

I have a claim on one of my contracts with Vodacom. I upgrated the beginning of February and ask for Insurance for the phone. Now the phone got stolen and I want to claim for it they said to me I do not have Insurance only sim swap Insurance. So I asked them to draw the original documents I signed to see what is the situation. By further investigation they see the Insurance was never been submitted by the consultant. I ask them well how are you going to do the claim because I signed for Insurance and I want support? I suggest they keep the consultant responsible for the problem and claim everything from him. So they discussed it with the shop owner and they suggest I pay for the 6 months Insurance that was never been submitted plus R300 excess and R364.90 (10% of the value of the phone). I feel I will pay for the excess and 10% of the value of the phone but the Insurance for 6 months was not my fault and they should keep the consultant responsible. I phoned vodacom to lock a complaint and they just send me from the one department to the other and at the end they refer me back to the shop and said the Manager of Shop owner must sought it out. It is now Thursday and I reported this last Friday 15 July 2016. Up until now they promise me to get a phone for me and let it be delivered on Wednesday (yesterday) to my daughter, but until now nothing happened and it seem to me they don't feel the same way as I do about this whole situation.

What is going on with Vodacom? I went to the Vodacom Limatra outlet in Ermelo on 11 July. The lady told me she cannot assit with the upgrade as she has no access to the new system (my acc was migrated to it). On 12 July I tried to upgrade online. a consultant told me that she cannot assist either due to the migration. A couple of minutes later another person contacted me and we did the upgrade. He promised delivery by no later than 15 July. On 18 July I visited the Vodacom outlet again, showed them what I want, they confirmed availability but they were offline. On Tuesday 19 July I visited again, guess what, they cannot assist as they do not have stock. Promises of maybe the 20th, it's now 21 July and still nothing. I logged onto Vodacom and found that my online order for the 12th is lying there under order number 1-[protected] and the status Future open. Sow what now? How much time and diesel must I waste before I'll be helped - ever?

Short and sweet.

Dear Vodacom

a Few days ago I had a bill of R1300 whic was fine because I'm on a Red Advantage package for R1000 p/m.

But today my bill so far was R 14, 180.93
Total usage for July 2016 ?

Now, I have tried to contact Vodacom regarding this matter which I believe will be resolved ASAP.

I bought a data bundle for R300 or in that price range and get billed R 14, 180.93!

How does Vodacom expect to keep up Customer satisfaction if Customers can't reach them ?

Oh and dare to bill me for trying to contact customer service.

Vodacom, how are you going to rectify this matter ? Any senior's at the top in Vodacom willing to stand for this ?

What a joke