Vodacom
Reviews and Complaints

I have 3 contracts with Vodacom. 1-on my personal number; 2-a contract for my son; 3-data contract (wifi). On 8/5/16 I went to Brooklyn Branch to upgrade my personal number (1). On 13/6/16 I received my statements indicating that the incorrect line i.e. my son's contract (2) has been upgraded and changed from a Top-Up 285s to a Smart L and I am now charged for that. I have not upgraded that contract. They even provided me with the paperwork which is incorrect as I have upgraded my personal contract and my personal contract's telephone number is on the upgrading papers which I signed. I am battling since 13/6/16 to sort this out and now the amount went through my account by debit order. I have already laid a complaint on Hellopeter and I am now at the point that I am going to the newspapers as nobody at Vodacom can sort this out.

I have tried to upgrades 4 of my contracts with Vodacom starting 27th May 2016 and was taken from pillar to post. Eventually 2 were upgraded but I ended up with a huge bill which can't be accounted for because they can't send me statement but took a huge chunk of my money. Meanwhile my other contract was not upgraded but it reflects end date of 2018 meaning if I cancel I will be charged for a commitment which was not honoured by Vodacom. All my attempts to call are failing I get cut off during calls and blocked. My emails are not responded to. And I am forced to take a phone I didn't order because of their system failures. I want a refund of the money incorrectly debited from my account. I am willing to pay for the service I asked for and received other than that NO.

After being advised to upgrade to a VIP package, a monthly credit limit has put on our account . On a daily basis mine and my husbands phone is locked, we cannot make calls. Bradley at vodashop Fourways Mall was our consultant. He escalated it to Tumi - in accounts . It's was removed after Mr Supervisor Tumi gave us his personal assurance that it was sorted out!
I've just got off the line and apparently the service request to remove the credit limit is still PENDING ! WOW, after all that I suppose he had to go for lunch and forgot about a business man trying to manage his business and a mother with 4 children stranded with no way to communicate !
I called my salesman Bradley to tell him that things were not resolved, still hasn't been lifted . STILL WAITING FOR HIM TO CALL!
Hoping he will remember me soon

Morning

Firstly I took my cellphone to Vodacom Mokopane for repairs. They send the cellphone in on Jobnumber [protected] to fix my outer speaker. They gave me a quote of over R 7000. I rejected the claim. Told them to send back the phone.

I received phone in and took it back the phone next day, The phone wasn't working anymore. They send it back on Jobnumber [protected] to repair on their costs. The send it back still broken. vodacom Mokopane send it back again on Jobnumber [protected]. They still haven't fixed their problem or mistake.

They still have my phone and now my charger as well. The phone isn't switching on, It looks like the screen is not responding. You can contact Estelle Fassen at Vodacom Mokopane for further details. She send the phone to Vodacom Repairs and knows that the phone was in good working order except for the speaker.

if you see the afterwords looks like someone just put together and left and not worry if it is fine.

I understand that my phone had a repair problem but it worked phine. the ringer did not work that is all.

Thank you

Please assist, I have not received an invoice from Vodacom since Jan 2016, despite 8 calls to your customer service, visiting Brooklyn and Menlyn branches and logging a call on facebook.

If I do not receive an account by tomorrow, I am going to the bank to cancel the debit order, no one in his right mind will keep on paying for something they have not been privy too.

And I will not sign a debit order again for Vodacom, you can then monthly phone me to beg for the money, the same way as I have been begging you for an invoice..

I moved my contract from mtn to vodacom in about august 2015. This was a huge mistake. I selected a galaxy note 4 as my contract phone. From the time I got the phone I had endless hassles with the phone intermittently switching off, rebooting and over-heating. Since, I had an operation on my spine at the end of november; a relative took the phone to vodacom for repairs on the 15 december 2015. He was charged a r200 courier fee by the vodacom outlet. When he collected the phone at the end of december the spen was missing. The assistant said he would contact us as soon as the spen arrived. To this day the spen has not arrived and the phone was not fixed: all data was erased, the screen protector removed, new software installed, but the problems still occurred. On the 22 may the screen cracked I took the phone to another vodacom outlet to have it repaired and complained about the previous repairs which had not been done and the missing spen. I was called 2 weeks ago to collect my phone. I asked the service agent if the spen had been returned. I was told that a different service centre was responsible for that, not their branch. When I reminded him that they all worked for vodacom and that vodacom did not return my spen and did not fix a new phone he said he would get back to me. To this date I have not heard a word from vodacom. I assume they are waiting for the 1 year guarantee on the phone to expire before returning a damaged phone to me. Considering I was supposed received a new samsung note 4, I have not had the pleasure of really using my phone since I got it. Thanks for the fabulous service vodacom. I wonder if it is possible to treat customers more derision than you have mustered up thus far. I have not been well enough to take this further. Vodacom does not care enough to remedy this situation; hence I am sure I will not be a vodacom client much longer. Thanks for nothing.

During the month of May we tried upgrading seven contracts with the online department and have finally concluded this after about two and half weeks of calling the department. Eventually, after a few days my prepaid line which we used had an error code (connection problem or invalid MMI code) called Vodacom and was told to send documents (Affidavit and ID copy) to the forensics department, upon doing so received a ref number. I did not receive feedback and called back but was told to resend detail, received another ref number and then I received an sms from Gazeem Abdurahman to call the Risk Management department ([protected]) and as I did I was then transferred back to customer care. then Zanele Ngwevele sent an sms after she could not reach me.

I have received no follow-up call regarding the matter as I have constantly been calling in trying to sort out something that is not my fault. to my knowledge a prepaid line that has been inactive for more the 178 days may be monitored and should this not be in use, should be locked and the line be deleted. Again according to my knowledge MY NUMBER WAS USED TO CALL THE ONLINE DEPARTMENT ([protected] FROM THE 4 MAY) THIS IS NOT 178 DAYS OF INACTIVITY...

I have been calling the customer care line for days on end and no one in the call centre seem to assist with their fault.

I can honestly say that I am utterly disgusted.

My upgrade date has well passed and as well as my wife contract upgrade.

On requesting an upgrade I found out that I will be paying more for my contract and receive less than half my minutes etc. Same thing for my wife. We did not upgrade on a special the last time. Our upgrade was months apart, my upgrade was done online with Vodacom and my wife's at a Game store. My package (Smart L) is 500 min of Talk time, 1000 sms's and 800 Meg of data. On upgrade I will receive 240 min of Talk time, 500 sms's and 300 Gig of data. My spouses's package (Smart M) is receiving 240 min Talk time, 500 sms's and 600 Meg of Data. On upgrade this will half.

I requested help from Vodacom Store in Ermelo, and they was not forth coming and said nothing could be done. We visited an MTN store and was offered a great deal with the phones we wanted. We called Vodacom to find out what was the procedures to cancel our contrats. We agent, Sfisiso, answered our call. He asked that we should wait before cancelling. He called us back and offered us an deal to retain our business. He called back and offered us both Samsung A5 cellphones with contracts with 500 min Talk time, 100 Voda-to-voda minutes, 1000 sms's and 1 Gig of data @ R589.00 per month. We accepted this deal. He came back to us and said the phones offered was out of stock. We agreed to wait for two weeks for phones to arrive. We never received a call back.

Two weeks later I tried to reach this consultant again, but to no avail. I spoke to several other people who told me I would contacted back because they will have to find out about this specific deal. No one contacted us back .
Another week went by, I called every single day. Then we got to a lady which seemed willing to help us named Sibongile Makaya. She confirm the deals as discussed with Sifisiso. Unfortunately the Samsung A5 phones was still not available. She promised to call back with alternative choices. A day late she did and offered us the Samsung S7 and the packaged as offered with the Samsung A5. The price quoted by her was R728.99 per month with this better handset. Again we agreed, unfortunately was out of stock again, but would be available first week in June 2016. She said she would call us back on the 6th of June 2016. She did not call. It took me two days and several calls to reach her again. When I did she said she had trouble loading this specific handsets on this deal which was offered. She promised to call us back and never did.

Another week passed I could not reach this consultant again, after numerous calls I reached a lady called Gugu.

Gugu confirmed this deal again after consulting with a team leader and after a few days I called her again on Friday 10 June 2016, after spending two hours on the phone everything to be confirmed that I will be receiving a new Samsung S7 on the agreed offer, she confirmed my adress for delivery by the courier. She said she would call my wife as well and confirm her upgrade as well. She called the next day to confirm my wife's upgrade but could not finished it because we were travelling and went out of coverage.

That Monday we tried to reach her but we were told she is in training and would contact us back. She did not. After speaking to several people again the reached Gugu again on the Wednesday. After nearly another hour one the phone, the deal was confirmed and promised to receive my new phone soon. She said she would contact my wife the next day confirm her upgrade as well.
For more than a week we could not reach her, on Friday 24 June 2016 we reach a person called Nkosinathi Nkosi. He informed us that Gugu who have been dealing with has been promoted to another department. I explained our story to him what felt like the previous dozens of times. He informed us that Vodacom is not willing to do this deal match as agreed, I explained that this was offered to us by Vodacom and confirmed by several people. As a matter of fact I should have received my phone already. The made me hold for nearly half an hour and offered us a new deal, which was a joke. I have spend more than twenty hours on the phone the last month for nothing?
He said he would call us back Monday 27 June 2016 with a solution to our problem. Now on Tuesday 28 June2016 no one has called back.
Vodacom seems not care, an offer was made to retain our business and we accepted. How is it that they won’t deliver on it?

I took out a new contract on Wednesday the 22June. I was then told by the consultant that I must come back Friday since they do not have stock of the phone. Friday I arrive, and no phone. The manager tries to actually justify to me that 2days delivery is not enough and I must wait 5 days! Can you believe it. 5 days to get stock. Thus, he indicates I must come Monday. Monday I arriveand no phone again. Third bloody time... no excuse! Can vodacom not manage stock andmeet a 1day customer expectation. Pathetic! I ask the manager to give me a call. Geuss what... no call...

Is this the service vodacom allow their franchises to provide?

Can someone please arrange to deliver my phone and tablet! Bloody hell as not going there again

Good day to whom ever this reaches.

I have since wednesday the 22nd of June not had the service ability to make calls or even contact the customer service number of my phone, a free call service by the way.

I have called numerous times of my private land line to the customer service number and recieved nothing but a run around, being transferred on average three times a call to have my service reinstated to no avail.
I have been promiced call backs...nothing.
I have peen promiced correction of account and reinstatement...nothing.
I was on one call told "i cant help you our system is down" and hung up on.

I logged onto myvodacom website to discover an erroneous claim of being in arrears of in excess of R3000, a claim that is not only incorrect but offensive to me, as i have never been in a position where i have not paid an account.

I pay my account off a debit order that goes off the 1st of the month, and i have full record of this.

If this is not resolved within the next 24 hours i will be cancelling my account and publicly taking this to the powers of the press.

I have had 2 accounts with you spanning over a decade my current number is [protected].
As a long standing customer i have never had a problem, however after this run around and treatment i feel it is enough to be a deal breaker.

Regards,

Luke Anderson

I receive sms's from mbdcs about a outstanding business account with vodacom. I have no business account with vodacom.
I only have a cellphone contract for the last 20 years with vodacom and that is paid with a debit order on a monthly basis.
Can this company please get their ducks in a row and stop sending me sms's?

What else is new Vodacom, you have constantly proven that you are the worst service provider in SA, happy to take people's money yet your staff don't seem to have a freakin clue what they are doing.
I have been a long standing contract customer (God only knows why I withstood your nonsense), yet one would think you are doing me a favor.
For a company your size, wouldn't it be a good idea to actually invest in Customer Care department that actually knows what it's doing? It took me almost an entire month of almost daily calls to get an upgrade processed because of a systems upgrade which you didn't bother to inform your customers OR your customer care department that didn't care to impart this knowledge to the customer.
When I finally received my device upgrade, it came with a micro SIM which in my naivety, assumed would be a painless process for your "competent" staff, but yet again, you proved why customer service is not a phrase in your vocabulary.
Long story short, after 2 days of BEGGING for a SIM swap, and dealing with 4 different call centre agents none of whom actually seemed to know what was going on, and swore on their last breath that it will be resolved under 3 hours, all while throwing their colleagues under the bus by each saying it was the others fault for not submitting the request (Great company culture!). I am now sitting with 2 SIM cards that do not work and I have no cellular service (Yet I still pay you), and guess what, the 5th agent I spoke to this evening, informs me that I will have to wait until next month for my SIM to be active!? Really? I was duly informed that because I had requested for a package change, the migration would affect my swap, and some or other issue with your system. Question is, would I have been dumb enough to request a swap knowing I would go for over a week without cellular service, or should your staff have kindly informed me of this?
Wait, there's more... I escalated the query to a "senior" manager (21h44 - 2016/06/25) who expressed disgust at the call center agents and promised to copy me on a stern email to the tech guys to cancel the swap, and sort out my issue to get me back online. It is now 23h50 - 2016/06/25, and surprise, no email copy, and still No Cellular Service.
Get your act together Vodacom, and fire your entire customer service department and find people who actually know what they are doing and actually CARE about the customer.
-Extremely Frustrated Client-

Contract premature cancelation

Complaint Rating: Contact information:Cape Town/Johannesburg,  South Africavodacom.co.zaI cancelled my three cellphone contracts in February 2016 by means of requesting premature cancellation settlement quotations from Vodacom. I paid all the amounts as per their provided quotations. Requested a paid up letter of which I was emailed. End of March 2016 my account was billed again by Vodacom. I reversed the debit order, called their useless accounts department and was told that the final invoices were not included in these settlement quotes. I then paid the money against my will. Today the 25 June 2016 I established that my ITC record has not yet been updated by Vodacom. This stupid account still reflects at credit bureaus after so many attempts to have their details updated. Their consultants sent me from pillar to post but none could guarantee when exactly this would be fixed. Instead I was told today that I will have to be cut off as there are other clients waiting to be frustrated on their poorly managed call centre lines.

I cancelled my three cellphone contracts in February 2016 by means of requesting premature cancellation settlement quotations from Vodacom. I paid all the amounts as per their provided quotations. Requested a paid up letter of which I was emailed. End of March 2016 my account was billed again by Vodacom. I reversed the debit order, called their useless accounts department and was told that the final invoices were not included in these settlement quotes. I then paid the money against my will. Today the 25 June 2016 I established that my ITC record has not yet been updated by Vodacom. This stupid account still reflects at credit bureaus after so many attempts to have their details updated. Their consultants sent me from pillar to post but none could guarantee when exactly this would be fixed. Instead I was told today that I will have to be cut off as there are other clients waiting to be frustrated on their poorly managed call centre lines. After so many years over 15 years, my relationship with Vodacom has been tarnished. I despise this company wholeheartedly!

I have been a contract with Vodacom, I have been with them for over 10 years. The contract is in my husbands name but i have been put down as the user of this contract.
I got the Blackberry 9720 as I wanted the BIS. I have had the phone for 1 year in which I have had problems with since the first month I had it. I recently took the phone in to the repairs shop in Cresta as it was not charging anymore, I dropped it off on the 18/05/2016. I went in a few weeks later to fetch it and was told they could not repair it and the engineers report said. (1) Track damage (2) B.E.R. I was told I broke the phone. I cant see how. I was told to buy another phone. I refused and asked them to send it in again, I must buy a new phone and still pay for this broken phone for the next year. That is not fair. I have not gone to fetch the phone as i want it repaired or swapped out.. My repair number is [protected].
I got hold of the manager "Leon [censored]an" it is now the 23 June 16, I have had to hunt him down and only now have got an email back stating they will not fix it or replace it.

Terrible service!

Vodacom laudium has launched a special promo on its data which caught my eye apparently 2 weeks back. I have called in at the time the advert was launched and a lady by the name of nadin has answered my call. I tried taking out the contract with her since and she just tells me she will call me back and for over a week I have been calling her everyday but I keep on getting the same response that she will call me back and she has to speak with her manager but I have still yet to receive a call from her. I have complained to her manager which promised that she will get nadine to personally apologise but have not done so and its over a week ago. the manager farhana has taken it upon herself to do the contract for me but a week later I am still waiting for the contract to be activated. I phoned her everyday and she told me 2 days back that she needed my id which I emailed to her. I have not received an email after I sent her my id. I phoned yesterday and she told me she had lost my email and I should resend which I did but till now I still did not receive a response.

I find this extremely terrible service from vodacom and repercussions should be taken on the manager and her team as I am a client in the front of the que being pushed to the back for 2 weeks for one application to be processed.,

Truly truly rubbish service vodacom!

Worst service ever! Dishonest, unethical, immoral, no care in the world about customer service or solving disputes, blatantly rude and theft!

Vodacom dispute reference : ec-04vf-2814fx

This dispute has been ongoing since march this year, and after more than 30-50 calls a month! To follow up I still get no where and am basically at the disposal of vodacom's blatant and outright extrortion, and blackmail, but just repeatedly cutting my phone off in an attempt to threaten me to drop the issue that is so clear as day and night robbery, sadly the only form of respect, communication, co-operation and assistance I have had in any way has not even come through a vodacom employer, but rather that of a vodacom distributor, who did my upgrade contract initially and for that before I give the details, let me say thank you to carl from chatz cellular, pity vodacom staff don't follow in your footsteps.

Now for my horrid and detailed story of events.

I have been a loyal vodacom customer for many years, I was always on the "talk 500" package, last year around end jan / early feb 2015, I was due for a upgrade, this was done, at the time I upgraded to the new package that had since been promoted by vodacom as unlimited called the "red vip" the benefits of this was so clearly sold to me because I would be paying a higher subscription monthly and not be billed any extra charge for any phone calls, all calls where unlimited, this was a obvious choice, as the subscription was approx r2000 per month and my phone bills where already far in excess of this each month and we all try and do the most affordable economical thing that fits in with our budget and lifestyle requirements.

Instead to my horror vodacom of there own accord decided I needed to be on some horrid rip off contract package named "smart l" at a cost of r549 per month, but here the blackmail horror hi-way robbery begins, they only give you 250 minutes, then they charge you through the earth... So firstly when I was already on a talk 500 with 500 free minutes that still exceeded over every month, and I made clear I need a more cost effective call plan, who in the right mind would down grade your free talk time, at a higher (double the charge per minute) cost for calls made outside of the free allocation. Mmmmmmm certainly not anyone trying to save money or reduce wasted bills and expenses, but of course it is the most brilliant idea for a business who wants to start billing a longstanding client more than triple to what they used to and what they should be billed if on proper contract.

So the drama's begin, I have complained for months to no satisfaction from every department from accounts, upgrades, retentions, and legal, to not even a answer or explanation, oh no hold on they say I was not approved on my portfolio for a red vip (at a fixed cost of r2000 per month) so they put me on a lower one, because of cause r2000 is unaffordable, but the phone bills I have had since of r5000- sometimes r7000, but guaranteed never less that r4000 per month are far more affordable, and i'm approved for, yes this really makes sense!

Then the latest progression of events, I get a sms my cell phone is r13600 in arrears, I login to the my vodacom on the very same day and yet it only shows as r4187.86 in arrears... That's almost r9000 difference.

Then my phone is completely cut, no incoming or outgoing calls, in fact if you dial my number it doesn't even ring, almost like the line has been deleted, so I call vodacom yet again, and the final insult to injury is said and basically threatened to me. "we offered you a gratuitous discount of r7000 for data not calls yesterday, you did not accept" hold on so let's blackmail you and delete your line... Vodacom maybe you need to update your systems. Firstly you never offered me a r7000 gratuitous discount, your departments refuses to deal with me at all, what you did do is inform the dealer who has been amazing carl from chatz cellular that you will give a credit of r7000 towards data as a once off, but won't change the package, he referred this message to me, I then asked a simple question, which he has been trying to get out of vodacom for me to, but it appears the person who made the offer is now on leave till the 11 july 2016.

I want to know very simply how is this r7000 made up how did you get to this amount, and why for data only what about my complaint of excessive bills every month for actual calls, them most importantly you plan to force me to stay on the contract you decided to put me on that I never chose so my bills will continue to amount to anything from r4000-r7000 per month! It doesn't solve the problem.

I want answer's from your despicable company that has no care in the world to rob people over billing and then just ignore these desperate attempts to get answers and resolve the issues.

I will attach copies of my statements but let the world read in black and white how I have been ripped off, below is a detailed run down of my monthly invoices.

30 march 2015 r3128.88
03 april 2015 r4188.76
03 may 2015 r2671.01
03 june 2015 r3476.19
03 july 2015 r3680.73
03 august 2015 r6351.91
03 september 2015 r3904.15
03 october 2015 r3856.18
03 november 2015 r4369.34
03 december 2015 r3584.45
03 january 2016 r7330.88
03 february 2016 r5752.34
03 march 2016 r3876.97
03 april 2016 r4113.13
03 may 2016 r2888.74
01 june 2016 r2318.42 (two invoices for june 2016 as you can see below totaling r4187.86)
03 june 2016 r1869.44 (two invoices for june 2016 as you can see above totaling r4187.86)

Total amount r67361.52

So in brief for 16 months, of which I was billed a total of r67361.52 (because of excessive call charges) instead of a premium of r1999.00 per month on the unlimited contract which would amount to a total of r31984.00

That is a clear and obvious, let alone intentional over billing of r35377.52, and the worst part of insult to injury is that despite the fact that vodacom clearly owes me money, they not only are trying to extort their way out of paying, but worse are trying to claim money from me and worst of all still trying to force me into a radical out package where these excessive bills will never end.

So vodacom how are you going to fix this, and I challenge anyone else who has had similar problems to come forward maybe united they will final acknowledge the customers they have.

I have a sony m4 aqua, which I updgraded to mid january 2016
From day 1 the gps guidance was giving me issues.
I have sent it in for the third (3) time, everytime they are telling me it is fixed, but its not!
Its now the end of june 2016 - 6 months later!

How could sony-africa and vodacom be so careless and uncommitted with their customers?
After I sent in the phone for the second (2) time I dealt with the store manager - lindy-lee coetzee (Vodacom/vodashop greenstone mall)

I have made screen recordings how the gps gets lost and is not on track with vehicle movement. I have copied this on a cd. Lindy had discussions with vodacom and sony, but I can see vodacom and sony is uncommitted and just does not care about people/customers!

I have sent letters and more letters via email

Its realy disgracefull! Its time to move to a better connection mtn

I have been patient, but now any human being will be frustrated and very upset to say the least!
6 months! Patetic

I am rather sceptical, but will hold my faith once more in vodacom and sony

Sony-m4 aqua model # e2303; imei - [protected]
Job numbers:
[protected]; [protected]; [protected] - most recent

Regards,
Ferdi lourens
+[protected]
[protected]@gmail.com

In May 2016 I received a bill for R10 375.28 of which R8170.07 was data.
I have been an account holder with Vodacom since 1995 and have never had an account for more than R2500.00. On signing my last contract I specifically told the consultant that my account must not exceed R1200.00 per month. I also checked that this had been implemented by checking it on my account on the Vodacom website.

I logged a complaint via there call centre 1-[protected] and with Bernadette at the call centre on the 31/5 15h32 and went to the walkin centre at Gateway, spoke to Istihaq Rahiman on the 24/5.

I have had one phone call from vodacom to say they acknowledge this and will pass a credit, but it was only for R1912.69. When I questioned them about the amount being short they said there was possibly more credits coming. There response to this is appalling and I still have an account of R11 569.86

I cannot understand how my account balance has gone up when I have free minutes, data and sms still available. What am I been charged for ? And also how does my data seem to disappear when I monitor this on a daily basis. I as the customer have to right to query what am I been charged for and your call cente agent could not help me. Unacceptable