Vodacom

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

I cancelled my Vodacom contract in Feb 2016 and did not renew. I contacted the call centre after sending the email as well in March when I was billed for one month. After being transferred and explaining my case to approximately 9 different agents I was then cut off the phone.
then 6 months later, I get a bill demanding money from Vodacom on my overdue account.
This account was paid up at end of Jan 2016. Today, 17th June I called Vodacom collections again and speak to a manager - and again I get cut off but this time from a manager. This is shocking service from a company this size. All I want is for the account to be rectified and this cancelled. Is this too much to ask?

at the end of april I missed my debit as my account did not have enough when the debit went off, on the 26th called n and asked the consultant to open my phone and I would pay the outstanding directly to Vodacom, my phone was opened and I payed the next day R13000.
At the end of the month vodacom debited R 19000 from my account.
I mailed the consultant that assisted me Lerato Nkoane and my mail was ignored, a couple of days without a reply I decided to call in and was told to call in and was told I need to speak to te consultant that opened my line ( Lerato Nkoane ) the very samre person ig noring my mails.
I called her direct line and she was very rude to me she told me that I has to wait max 10 days for my refund
I did so and called back on day 12 to inform her that 1 still ddnt receive my money she said management had to approve the refund in a very cheeky manner. they could not confirm when this would happen and refuse to understand that this is an emergency for me to get the money as I need to get to work and push the month till my next pay day, infact when I say that Lerato Nkoane told me to go take a loan.
I have reported this on hello peter someone contacted me to say I will have the money in my acc today but I still donot have it.

&I did not hav these hassles when I was with MTN and after this an neva gonna take another vodacomcontract in my life I swear it

I've been a long standing customer with Vodacom and they have always provided me with a quick and fast resolution to my issues.
Up until today when i noticed that my data has been depleted even though I was connected to the WIFI the entire day, i called into customer service, at first I was told that they cannot see why it has been depleted then was told to call back within an hour, I did just that, only to be told that my data usage said "internet" and that they'd have to log an investigation that would take 48 hours which is utterly ridiculous! .. i asked to be transferred to a supervisor and not only did she speak over me as well as raise her voice, but she politely informed me "there's nothing we can do" whats the point in being a supervisor if you cannot take any action. The blatant disregard "Samu Msweli" was astonishing. I work in customer care if i had given that response to a customer i would of probably been fired!.. As the leading mobile network in S.A i'd expect better service and customer care!
Still waiting on my data and a response.. How ridiculous!

I have had a contract at Vodacom for minutes and data for my ipad no is [protected], primary no; [protected].
Over the last two years I have not used my ipad much. the last few months i have been billed 4 times more then what my contract was for. On 25th April I was billed R5078.53. On querying this amount with 3 different vodacom employees on 3 different occasions, they could not give me the details of why I was billed this amount. my April invoice is for about R1400. They always take my details down and promise to come back to me and they never do. this has been going on for the last month now. Vodacom records all conversations so I am hoping that it has been recorded.I subsequent have canceled my contract and only have the mobile Wi-Fi contract. I am thinking of cancelling this as well as the box is still sealed and it is in the 30 days period. I have been absolutely frustrated by the amount of times I hold on the line, being transferred to various departments and me listening to the conversation on the other line and the vodacom employee not picking up the phone.This has left a negative impact and I would not like to continue dealing with Vodacom. I would like to know what the amount deducted was for in April and for an agent to call me.. my email [protected]@gmail.com and my mobile is [protected].

I found that Vodacom billed me an amount in excess of R2300 for "data usage" on a U-Choose 200 top-up contract. I then reversed the debit order and only paid what should have been billed. Have now been struggling for 2 weeks to get the problem sorted and to get the credit passed. They have however as a sign of good wiil sent me 500MB of data. That cleary shows that there is a problem! On one of my numerous calls to try and get the problem sorted, I was told by the call centre agent that there are a lot of "old Autopage" clients that is having the same problem. I also by accident paid my second contract's payment that was due onto the contract with the dispute. It has now been 2 weeks and the payment has not been moved to the correct account, even after hours spent on calls, e-mails with proof of payment etc., and explaining myself till I'm blue in the face. They still have not done a stupid journal to move the payment to the correct account.

May 2016, my acount was over debited, when i called vodacom customer care i was told i opted for a month to month data that i wasnt aware of, they said the data was sent to me together with my monthly airtime. i asked the consultant to cancel this as i know nothing about it, she confirmed that it was cancelled, today i received my statement and my account shows that ill be paying double my normal instalment. i tried to call customer services but im told there is a system error and i must call within 15 to 30 mintes, when i call is the same thing again. i cannot afford to have my account over debited over and over for things i did not opt for

Good day

I would like to express my utter disappointment and dissatisfaction on service I received from Vodacom Southgate. I went to the store on Saturday, 4 June 2016 to enquire about a Vodacom Smart Tab. The consultant I dealt with didn’t seem to have a clue on how the system works, I however filled in forms and explained that I am already a client of Vodacom and would like to get the Smart Tab as an extra contract/line. They were unable to give me an answer at the time as the system was ‘slow’ and the deal showed as ‘pending’. I was told that they would contact me within an hour to provide me with an answer to no avail. I then contacted them on Sunday morning and I was told that the deal was ‘approved’ and that I could go get the Smart Tab.

When I got to the store again…the level of incompetence baffled me as I asked the consultant if the Tab comes with a micro sim card, he could not give me an answer and first approached the guy who I believe to be the ‘supervisor’. I was left waiting for almost 20 mins thereafter only to be told that the deal has been ‘declined’. I was utterly disgusted as I had taken the time to go back to the store based on false information given to me that the deal had been approved. I then asked the consultant what the reason for the decline is and was told that ‘they’ received information from the bureau. This pissed me off because I know for a fact that I have a clean credit record and also have never ever missed a payment from Vodacom. I have also been told that they have implemented a new 'system' and since Sunday I have been passed on from pillar to post and absolutely nobody from Vodacom has contacted as yet.

I honestly feel like taking my business to MTN after receiving such putrid service from Vodacom. If anything, I should be compensated in some way or form for my inconvenience due to the incompetence of the staff at Vodacom Southgate.

I too sent a working phone in through the Vodacom Meyersdal branch, just for a screen repair and now I have received a phone that is beyond repair. I honestly believe that Leon at Cresta is stuffing up, first he tells me that he is phase one of repairs and had to send the cell to Midrand who says they received the phone "burnt out". Now how and when did this happen I ask and nobody is willing to take responsibility. The branch managed to access the menu and connect to their branch wifi - but I get back a phone that is beyond repair. I too had to do all the calling and following up as these guys are just so busy and important that they cannot get back to a customer... their customer service is non existent. To add to the frustration between the branch and Cresta they decided that the warranty on the phone no longer stands.. so yes no phone yet I have to pay for the device...

Booked in my Note $ (less than a year old) on 26 April 2016 to repair a sticky centre button at Witbank Repair centre Job: [protected]. Received the phone back 4 weeks later, Numerous buttons were now broken and faulty. Bookin the phone in again. Almost 2 weeks passed. Phoned repair centre, they blamed the delay due to fualty parts from Samsung, now also the main board and screen needs to be replaced. They said I must rather push for a new phone. They sent the phone to the Advanced Repair centre as they couldn't repair it. Yesterday the advanced repair centre sent the phone back as they could not find any faults on it. Phoned Vodacom, the very rude agent completely distanced Vodacom from this and said I must take this up with the Store Manager or Franchise owner, who never answers the phone. How can Vodacom just distance themselves from this? I will go to court and stop paying my account if Vodacom doesn't not sort this out. I am not asking for much, either repair my phone 100% or replace it.

01 jun 2016
Vodacom [protected] i4165042 r-946.07
Withdrawn rfrom my bank account. I made a query about cancelling the vodafone contract as I do not use it. It has been a problem since I have had it. I have been into the store at windermere centre a number of times. It was for my tablet. But the tablet picks up my wifi connection from adsl uncapped at home. So does my celphone. The router doesn't work for either of them. I tried using it for my internet connection on laptop during power outage but it didnt work either.
Twice now I have been debited with these large amounts. I reversed the first one. The invoice I received was in a format which I cannot dowload. I sent several messages to vodacom for pdf format, without results. I canot afford to pay for this useless gadget.

So I upgraded my son's contract last year and he got the Samsung S6. Within a month (November) the phone switched off and wouldn't switch back on again. I took it into the repair centre and after them having it for more than 3 weeks and replacing multiple parts in the phone it was returned to us. Now a few months later the phone is doing the same thing again. This Saturday they will have had it for 3 weeks and again they are replacing multiple parts. Customer service is zero. Not once have they phoned me with feedback, I have to constantly phone them, then miraculously after I have phoned I only then get an sms from them saying they are waiting for parts. The each time i phone it's the same standard response...they are waiting for parts. I have been told twice now that LEon the store manager will phone me (he had to get involved last time as well), but nothing from him. Not a phone call, sms, email nothing he's obviously too busy to deal with his customers. Sick of this nonsense. The Consumer Protection Act states that they have to give us a quality product and we as the consumer in turn needs to give them the opportunity to repair the product if there is a problem. Surely we are beyond this at this stage and they should replace the phone? This is now the 2nd time in less than a year I am expected to pay for a contract which includes the price of a new phone, as these days you pay for the device, yet I have nothing to show for it. I have been a loyal customer to Vodacom for a very long time (nearly 20 years), but no more this is the last straw I want nothing more to do with them. I phoned again now, and once again the same standard response they are waiting for response and once again the time for the phone to be finished is pushed forward by 2 days, this after they originally told me it would take 3 to 5 working days

It is very saddening for me to take this step to seek final closure on this query number 6549369 dated 20/05/2016.
I was informed as stressed by the manager in charge on the day that it should take up to 2-3days to resolve it, and 99.9% this gets resolved.

I have again on the 25/05/2016 made a follow up call where I was made to keep waiting and was told to await feedback from the concerned.
It very strange and am now so emotional with the level of full customer support and service lacking in this regard. (Voice calls can confirm the dissatisfaction I have in this regard.

To date I am still in vain as no one bothers to call, sms, e-mail in order to put this matter to rest.
Can I please be assisted by being re-imbursed all monies owed to me from the day debit has been done as promised.

I've done an upgrade on the 4th of May 10:51am. They have approved my upgrade. 1-[protected]. They said delivery between 2-7 working days. Day 8 17 May I've called and ask where is my device and they said I will have it by Thursday 19 May. Friday 20 May ive called and they have try to locate the package and couldn't find anything and then they escalated the upgrade 1-[protected] and said I must call back omln Monday 23 May. I've called the upgrade number 9:23 and the lady said I must hold the line, after 15 minutes i have put down the phone. After that I've called the cancelation department 9:41. They said someone will call me back. By 2:16 I've called the upgrade department again and a lady helped me, the device I wanted, the contract I wanted, the delivery address everything... She said it will take 2-7 working days. 1-[protected]. I've called again on the 30th May and they said they have release my package. Ram called me today at 6:32am and asked me again about my address and all they delivered where the sim card. Invoice number K0002949. Order number 1-[protected]+1. No one can help me where is my phone. So I've cancelled the upgrade again. 1-[protected]. I'm done waiting for Vodacom. We don't have a vodacom branch here in Frankfort. I work everyday and I am on the road most of the time. I don't have time to drive to the nearest Vodacom shop to do an upgrade. I really want answers if I must stay with Vodacom or just go to another place

I cancelled my Vodaocom contract to go over on pre-paid. When I phoned the cancellation department in March they told me that my contract will be cancelled on 31 May 2016 at midnight.

Today is 31 May 2016, 11:43 am and my contract is cancelled.

I do not have access to any re-paid loaded, when I phoned Vodacom (finally being helped after being transferred between three departments and my calls being cut off twice) I was informed that I will be without a phone for the whole day because the cancellation was done on the 30th.

I am 8 months pregnant. I NEED A PHONE!

How am I supposed to contact anybody if I have an emergency? I was never told that I will be unable to use my phone for a whole day.

This is unacceptable service from Vodacom and exactly why I will take my business elsewhere and not recommend Vodacom to anybody.

The Cresta Repair Depot has a system that allocates numbers for customers, however, the system is not used efficiently and in my case I waited over three quarters of an hour while another customer walked straight in and got served. This took place on the 26th of May around 15h30. The staff laze around and are inattentive and unhelpful and of the three that I interacted with directly, had attitudes. When I asked the serviceman why he did not call the numbers out aloud, he blatantly lied and said that he did. My paper tag was taken away and another half crumpled up tag was given to me and I was then told to wait at another counter. As it so happened, there was another customer, a black gentleman, who openly (although unacceptable) stood swearing at the same person I was then directed to. He had also been waiting 45 minutes already. Customer service is certainly not a Vodacom Priority.