Vodacom
Reviews and Complaints

Family holiday in Mauritius (22nd-29th March 2016) turned sour where upon our return back to SA, we had an sms from Vodacom to say there appears to be above normal charges to our phone bill. The phone in question is an iPhone 4 and from the time of landing to take off, it was on the Wi-Fi only button in settings menu. Hotel had free Wi-Fi throughout. When we got back and received notification from Vodacom, we went into the nearest store to investigate, and were shown the itemised billing. For the first 3 days of the trip the data charges were average - between R80 per day to R327.13. On the 3rd day (25/03/2016) at 03:31:24 in the morning (SA time, Mauritius is two hours ahead) my phone suddenly spiked in costs to the value of R34, 323.11 ! Vodacom has not shown me what the data was and at that time in the morning we were fast asleep! They keep telling us it is 'under investigation with no further details but the likelihood is we will have to pay'. Why did Vodacom not deactivate the phone or send notice that they were deactivating the phone when they saw the sudden increase in data costs? If the phone was NOT IN USE at that time that the spike started, how can we be charged for using data that wasn't in fact being used? This all sounds highly suspicious and I am getting nowhere fast with Vodacom.

I have lodged an enquiry with Vodacom Reference: 001CCaBFVEYH19TF on 01/04/2016, after my bank account was debited with the February account on 31/03/2016. On 02/04/2016 a customer care consultant e mailed me a guide to Vodacom's billing, which FAILED to address my query as I enquired about an upgraded price packet which I purchased with effect from 01/03/2016 but which was billed along with my usual billing costs for February. Vodacom's customer care are apparently reading my subsequent e mails [according to "read receipts" from my server] but to date nobody has even deigned to call me, let alone respond via e mail. I am not prepared to phone them again, to hold the line for 20 minutes of my precious time, only to be met with a consultant who advises me that they will "look into it" and revert to me via e mail [I took this road on 31/03/2016]. Shame on you Vodacom. How difficult would it be to explain to me why you billed the new price packet as from 01/03/2016 in February?

Good day

I am fed up and extremely frustrated with the service we have been receiving (or rather the lack thereof) from Vodacom. My husband, D.J. Eloff, has settled his account with Vodacom in November 2015, but his status at Trans Union has not been updated up until today...6 months ago. This was requested in November in order for us to get our finances in order. He has been trying to get hold of them for more than a month now, but to no avail. He even posted a complaint on HelloPeter, hoping this would shake them up. We tried to purchase a vehicle last month, but could not do so because of Vodacom who has not updated his status at Trans Union yet.
After numerous calls, hang up's, "hold on's", etc. I have decided to send mails to anyone who might be able to assist. I sincerely hope to get this from you. My husband can be contacted on [protected] or jacquesd.[protected]@gmail.com.

Regards,
Janine Eloff

80 Days and still counting for a cellphone upgrade order!.
My business placed an order for an upgrade on one of its cell phones on 19th January, based on a sales call from a Vodacom agent. The order was for a Samsung A5 phone with glass protector on the uChoose smart S which would cost R229 pm for 24 months. The delivery never took place. Upon enquiry it was informed that the phone is out of stock and will be delivered as soon as stock arrives. These excuses carried on for weeks. The dealer ID is XLKMI. I was contacted by Amanda few days ago that Vodacom will supply the phone under the new contract packages of R419pm with a waiver of two months subscription fee. That is asking me to pay R 9218 instead of the original R 5496 an increase of 168% and 77 days of delay. What an arrogant and inconsiderate response!. No delivery for 77 days and asking me to pay 168% more for a fault of the dealer!. Most frustrating aspect is A. the non-existent customer support system; B. Vodacom pretends to be a single brand but there are numerous small private franchises(!) . The customer has no idea whom you are dealing with and what his responsibilities are; C. Lack of clarity & responsibility

Pathetic experience with Vodacom.
On the 14th March my phone was stolen. The 15th March I went to Vodaworld to get an add on to my current contract. Which should have been quick and easy. I got the approval and was told 24-48 hours the sim will be activated and the amount debited off my account. I had to go to Vodaworld everyday after the 48 hours to get feedback, the sales consultant did not even bother to confirm what was happening with my account. His response was "I have 7 days to activate your account". Surprisingly after 7 days, this was still not done and yet again I, myself, had to go back to Vodacom to find out what has happened. The documents were not submitted correctly and another sales person had to help me and resubmit it. I requested that the sim they had given, which is supposed to be lte activate, you know a lte phone needs an lte sim. My prepaid number was done within an hour ironically without any hassles. My contract sim is still not lte enabled sadly. You would think that a contract with a client would actually give them a service that they are paying for but I guess it pays to stay as prepaid, you get a better service. My debit order is supposed to come off on the 1st, which half of the debit for the original contract did. The remainder did not. So I waited to see if it would go off on another day because dates specified by Vodacom from start has been wrong anyway. The last debit order went off my account and I knew that there was a problem. In the afternoon after office hours I received a sms saying, "Vodacom :) Life is hectic, so avoid phone calls and SMS "PTP" to 31050 if a full payment of ### will be paid to your vodacom account within the next 5 days". As we all know at exactly 17:00 accounts department have already left. Even if the person who has been holding for 10 mins prior to 17:00 hearing "we are experiencing a surplus of calls" (seems something the government offices would do). I had contacted Vodacom and ask them why I get this message and why they did not debit the amount off my account like the rest for the contract. The answer was oh we didn't get the approval from the bank in time... And of course as a customer I must be expected to know this is the case without being told. I mean, I know their systems and have full access to it so I know this is this case. I mean, who pays for a service and then does all the work and get all the feedback because a service provider can't do something they charge you for doing in the first place. The accounts person says they can debit the amount off on the 13th and even sends an sms notification confirming this. I even asked to make sure that the phones are not disconnected, which I was told "you have made arrangements and the numbers will not be disconnected". Great story, probably as reliable as the rest of the dealings too. And it seems like with the rest of the time I have dealt with vodacom on this simple add on to a contract what they say is a whole completely different story than in reality. Yesterday i called and I spoke to a gentlemen who had agreed, if you had made plans they should not have cut off the numbers, this gentlemen also could not help because apparently the accounts department are a force on their own. All fair and well. I called Vodacom customer care. And spoke to a woman who really should not be dealing with customers in the first place. I eventually asked to speak to her manager. To which the reply I got was, let me tell you how this works. It's fantastic right. I'm sure everyone would love to hear that. Understandably I said I don't care how it works. I have asked for your manager and expect to speak to your manager, probably not in those words and probably not that nice either. Your accounts supervisor then told me I should have corrected this and also I should have ensured the banking details were captured correctly, again I guess I have full access and can see what your sales personal enter into their system. To which I had replied, if half the debit order goes off, then how is my banking details incorrect? A fault from Vodacom yet again, well done. This lady then confirms that as an arrangement has been made the phones will be unblocked. Apparently what the first accounts person failed to tell me us that even if an arrangement is made the sims are automatically blocked. Surprisingly right, yet again, another person not actually able to do their paid for work that is supposed to be fully trained in supplying a "service". The supervisor then confirmed eventually at 9am that within an hour (first time) or 2 hours (after 2 minutes), (the ever changing lies and falsehoods between what comes out of vodacoms staffs mouths and reality. And guess what the time is now 13:00 and the numbers are still blocked. Now tell me. How would you expect a paying customer to be interested in staying with you when having a prepaid sim has a much better service than your contract customers. Should the phones still be blocked tomorrow I will notify my bank to withheld my payments to Vodacom. I'm not getting a service at the end of the day so why should I pay for nothing. No one will pay for something they are not getting.

On the 1st March I saw an iPhone 5s it was on special price for R199.00 per month on vodacom phamphlet n my contract ws due for upgrade and I called the upgrade department n I was promised I will get my phone within five days after that 5days wen I called to find out when am I gonna get my phone I was told about the new system that has been installed so there's a little bit of delay, and I phoned again after a week there was a different excuse that wen u change to a different plan I will only receive a phone month end till today I haven't received a phone yet when I checked my airtime balance my account os credited with R200 airtime which is for the new upgraded contract yet I haven't received the phone when I try to call them I hold for
Literally an hour until my battery runs flat.i need help can sumbody please advise wat to do or who to call I ran out of options

Hi to Whom It May Concern

Hope this mail reaches you well,

I wanted to highlight my dissatisfaction, not with you per se. But procedurally with regards to how my claim through CellSure was conducted.

I claimed my damaged Samsung S6 Edge from CellSure whom is Vodacom's insurance company. I followed up with Thomas from CellSure who assisted me with my claim. He advised that i would be able to get a new phone from any of the Vodashops as my claim had been approved.

On the day of picking up my phone, that being toady Thur 7 April. Whilst the customer service was busy working on the finalising the claim, i spoke to one of the other service agents, to which she spoke to before and requested that the phone to be brought to the front from the store room. She then requested for the sim card that was going to be used in the phone which i gave her. Which i then did. She then activated my insurance and then i left the store. When arriving at the office, i took the phone out, only to find out that i was given a phone that i did not order. After numerous cals between the Vodashop and CellSure. I have been told i cannot bring the phone back as the box is open. The same box that i did not open but the shop opened. After many queries it seems that the miscommunication of me receiving a phone that i did not want lays with the shop clerks who gave me the wrong phone and without my communication.

CellSure asured me that my claim would be for the phone that i wanted, which was a Samsung S7 Edge. I have been given a Samsung S7 flat, which is a phone that i do not want and i would like to escalate this matter with both CellSure, Vodacom and the Voda stores.

Since the 1st of April I am struggling to get through to the cancellations department with no success up to today. According to customer care there are a technical problem with their numbers. I phoned customer care everyday since the 1st of April and everyday somebody else promise me they will give my details to the cancellation department which will call me. Up to today, nobody phoned me back. My contract expires on the 1st of May and I need to give a month notice, but how do you give notice if NOBODY is able to assist you. I put a complaint on Hello Peter and only got Vodacom's standard reply, someone will phone me. I can't get it how a company such as Vodacom can assist a customer with something simple as cancelling a contract. Not even head office replies on an email. This is absolutely ridiculous and unacceptable.

Call ref no. 1-[protected] must be resolved today !
and CALL REF. 1-[protected]
You people keep on sending me different reference numbers but my problem does not get solved.
!
My primary no is still not getting any 4 G signal.

Call outstanding for a month now !

I bought a little 'over the counter' nano SIM card (completely diffe...rent number than my primary number) just as a test... Put some airtime and data on it ... Inserted into my phone and it is working 100% WHY IS ONLY MY PRIMARY NUMBER STUFFED UP ? Vodacom already ALSO done a sim swap twice. STILL DOES NOT WORK. Can you please get a senior network specialist (or Iphone specialist to contact me urgently)

I need to have LTE working on my primary number URGENTLY. LTE is the only way i can access my security cameras around my house.!

I visited Vodashops MANY times. SIM swaps was done MANY times. Spoke to VARIOUS agent and all they recommend is ... reboot your phone.

PROBLEM NOT SOLVED !

Please get one of your Iphone specialists to phone me or make me an appointment and i will bring the phone so they can test directly and also see if all settings is correct !

Good day

I would like to enquire about the amount payable and due on the 31 March 2016 - IT with utter discussed than since logging my call reference number 001CCaBEDT5TE7YS I had no response to my query. Vodacom also ignored my Helle peter complaint logged.
Kindly take notes if my complaint or query is not addressed this time I will be forces to log my complain with the ombudsman and media.

The issued at hand:

I have requested a copy of the Itemised billing statement on a number occasions today and still did not received the full statement for date 2016-02-01 to 2016-02-29
I have been send emails at 13.27, 16:29, 16:34 and 16:28 with the same information and not the requested information – Am I be billed for these documentation where I was specific in my requested I needed which is my itemised billing information dated 2016-02-01 to 2016-02-29 yet I only receive stated for 21-02-2016 to 29-02-29 ( refer to statement attached).

2nd Issue

I have been send and invoice B993888905 for data usage and data once off payment request. I need to verified when these transaction took place as I have a used problem if these transaction took place on the weekend of the 19-02-2016 to 21-02-2016
Reason being - on this specific weekend I made numerous call to your call centre which you can trace on your system and the discussion that took place whereby I specificity enquired about purchase data and of which the system gave me errors and the message unable to process your application due a upgrade your organisation did without informing the client (as I has no interaction nor notification of this – if you differ on this regards I will require proof that you did send me the notification).
I also spoke to your consultants which was also not clued up into what was going on and I was referred another department as some sort migration happened I of which then I was advised.
Eventually I got to one consultant which assisted and of which he was also unable to purchase bundle for my contract due to your system problem and if which he assured me that he would log a service requested and of no consultant got back to be on the regards – refer to the call conversation on the 21-02-2016.

Questions

1. I need to know when these bundles was purchased on your my contract as well as data usage amounting to R 174.93 as stated on the invoice B993888905.
2. If this is on the weekend of the 19-02-2016 to 21-02-2016, why am I being charged on bundles of which I got specific notification the my request is unable to process – why am I being charged and why was this application processed without confirmation – hence I would not have purchase more than 1 bundle if it was successful. Why am I being charge on data usage if you guys did not inform your clients about the migration where by data bill negatively increased due to not being able to purchase bundles (yet I was charged for these bundles).
3. What data usage and data bundles is reflecting on invoice number H0-245E and what is the data usage and bundles on invoice number B993888905 – why do I have separate invoice

I need my invoice statement to be addressed as soon as possible – and will be take further steps by submitting a formation submission to the ombudsman with my question has now been answered. I want all my charges for the weekend to be 19-02-2016 to 21-02-2016 reversed – this fraud and bad client services by not informing me as client. I have a business and my data need to available 24/7 hence a purchase additional bundles and you negatively affected me with your poor migration implementation system.

Good day
I hope that this email finds you well.

Firstly I would like to express my disgust in Vodacom"s poor service.
I have been a loyal client of Vodacom for the past 24 months and had alays been understanding even when services were not quite delivering as they promise, as my loyalty has always kept me understanding.

On the 25/02/2016 I did an telephonic upgrade as I was due for an upgrade I was very much satisfied after all was concluded and I was advised that my device will be delivered the friday after.

Four weeks later, 11 customer care calls, 4 trips to the Vodacom stores, 6 complaints and complaint follow ups, 4 supervisor calls and 2 calls to head office later I still do not have the device.

I tried to come up with my own solution. I advisedVodacom sales to cancel the telephonic upgrade as I will do the upgrade im store rather as they are dailing me. I was advised that yes its cancelled only to find out when i drove all the way to the store that I already upgraded as on the system the telephonic upgrade is still pending.

Now I'm super frustrated and irritated I have been waisting my time with agents, Team leaders and whoever I spoke o, that were all incapable of resolving the matter as I've been sent from pillar to post that seems to be the only thing they do right.

I would like to cancel my contract, my number. I do not want to be affiliated with the Vodacom network and its incompetence . I will be advising friends and family and people that are willing to listen to consider moving from your network. You failed to give a very patient customer a solution 38 days later.

Please do not contact me to apologise as I have more than enough apologies from your consultants.

I would also like the call recordings as I have laid a claim with Icassa.

Regards
Elizabeth Davids
[protected]@gmail.com

Yesterday I file a complaint at hellopeter.com. I am a Vodacom customer for 17 years with 6 running contracts and never miss a payment. So I went to Makro to upgrade and change a flexi 150 to a flexi 200 because they have a deal with a gift card. Then the salesman told me it is only on a new contract on my upgrade I get R.1500 less, do this make any sense? They give this to a new customer but not to a 17 year customer. A lady from Vodacom called me and put the blame on Makro ( this is their deal) but Vodacom give Makro so much more commission on a new deal how is this Makro's fault. Then I told her maybe its time to move to another provider and she said yes I can do that. This is how they treat their customers. Look if they give a new contract R500 benefit I wont complain but R1500 is R62.50 pm less than a old good customer. Does it sound right.?

I am trying for more than three weeks now to get LTE activated on my sim card after i did a sim swap at the Vodacom shop in Woodmead.

I bought a new Iphone 6 and had to get a "nano" sim for it. My previous phone had a normal "micro" sim.

The sim swap was done successfully ... except for only getting a 3G signal. I tested the phone with my wifes sim card (4G) and the phone worked perfectly with her sim. I also had the phone checked out at the Apple Istore and 4G is working perfectly on the device.

I then started the "rocket science" experience of trying to get Vodacom Customer Care to activate 4G on my sim card. It is now 3 weeks later and absolutely no joy ... 4G is still not activated !

I called them 9 times and also contacted the Vodashop on numerous occasions. No 4G yet !

Is this really such "rocket science" or a simple "tick" that a 3 year old can do ?

What else on earth do i have to do to get LTE activated ?
That was working perfectly until the sim swap 3 weeks ago.

Thanks
I C Kok
[protected]

I am very upset and angry because of the situation that currently involves me and Vodacom.

I took my iPhone 6 (64G) in for repairs (cracked screen) at Vodacom Loch Logan on the 13/3/16. My SIM card was removed and Find my iPhone was deactivated as checked by the store assistant. My phone is insured with Vodacom for R245 which I have paid on time each month since I have gotten the insurance. According to the process it was then sent through to Johannesburg for repairs(Vodacom repair centre) according to the log on 14/3/15. I was told to wait a period of more or less 2 weeks before my iPhone would be returned to me. There was no correspondence from Vodacom with regard to the status of my phone.I checked again in store on the 30/3/15, I was told by the store assistant that my phone was on the way back to Bloemfontein but it was not repaired because find my iPhone was active and therefore nothing could be done.

This whole situation is a huge inconvenience and also ridiculous in my opinion. It took the repair centre 17 days to figure this out? At no stage was I contacted and informed about this. According to the log my phone was sent to Mervin Naidoo then Magdalena then Paul Ontongwho then realized that find my iPhone is active! It was then sent back to Bloemfontein and is currently according to the repair centre in Bloemfontein. And yet I was still not informed on what was happening or what needed to be done and where it was or is.

This information I know because I went in to enquire about it! Is it then too much to ask of the service provider that I have been using for years to inform me of what is happening with my phone? I don't think that it is. Secondly it took 2 weeks and 3 different people to realize that find my iPhone is active. How is that possible? Very incompetent and inefficient.

So now my phone is returned unfixed and then needs to get sent back again to be repaired. I don't have the time to wait for another 2 weeks for my phone to be fixed when I use it on a daily basis for work! Vodacom does not supply a phone to be used in the interim either so this aggravates my situation even further- I am expected to wait even longer but at no inconvenience to Vodacom only to myself!

I was told in store to call the repair centre which I did today 31/3/16 and spoke to Chelees or Cherise ( unclear) who could not answer any of my questions regarding this ridiculous inefficient system that Vodacom uses, instead she apologized for any inconvenience and could not give me any further information. I then asked to speak to the supervisor so I can get a better explanation, she then refused to speak to me because 'there's nothing she can tell me and I should go in store and speak to the manager'. This supervisor is Cynthia Kgasele.

As a paying Vodacom client I expect better service telephonically, in store and in person. I am very angry and frustrated with how my problem has been handled by Vodacom and feel that at the end of my contract I will not want to continue either of my contracts with Vodacom at all, and would advise my family and friends to reconsider their contracts with Vodacom as well after this horrible situation. All this after I have paid timely each month and even pay the Vodacom insurance.

So instead of being able to speak to someone telephonically I was told to send an email and expect a reply soon.

I went in store again and was told that the fault is on the side of the repair centre. I don't care who is involved except that I receive a new phone and an explanation for what happened in the last 2 weeks.

As a client I expected better quality service and an explanation in the least. I will not hesitate to take this matter further and also post on all social sites.

Job number- [protected]

Fatima Moosa

I took delivery of my upgrade done via On-line Sales on 17/02/2016. On 18/02/2016 the phone was dead. I phoned their call centre to report this matter & was assured that the phone will be collected, the transaction reversed & a new phone will be sent. This will take 14 days.

After numerous emails I was told by Malika Sheriff that the phone will be collected on 24/02/2016 at the latest. The phone was eventually collected on 04/03/2016. Instead of shipping it to Jo'burg to have it replaced it was sent to Maitland repair services.

I got the phone back on 15/03/2016, still broken. I phoned them again & spoke to a "manager" Adel, who was zero help after a 24 minute call. Is this service acceptable? Does Vodacom have calenders, because my 14 days & their 14 days clearly differs. I am sick of tired of being given the run around.

I have now been trying to get this resolved via Hello Peter and Facebook and no luck.

Their Social Media team emailed me on 24/03/2016 stating that the matter has been escalated, with no luck.

On Monday 28/03/2016 a call was received stating that the phone will be collected. I'm still sitting with the phone.

I have lost over 1GB data because of this I will not be compensated for this loss.

Please help in having this matter resolved?

I have been a member of Vodacom for more than 10year loyal costumer never skipped payment whatsoever, on the 18/03/2016 Vodacom debited my account with money that I do not know off, asking them to reverse my money is a mission they send me from one person to another, one department to another, today spoke to Phindile she provided a reference number : Nkosip04, I later spoke to Team leader :Sibongile but still no help, I have previous reference number [protected] Agent was Norah. I then decided to block Vodacom from accessing my account, I do not know how they are going to get their money

I upgraded my handset to the iPhone 6 in March 2015. In November 2015 the handset overheated whilst in use and I had to take off the cover and placed it on a shelf to cool down. The handset switched off automatically and was like putty in my hand. It was handed in at Vodacom Paarl Mall who now claims a contribution of R4588 to replace the handset still under guarantee.

The handset slightly bed due to the extreme heat. No physical damage, it was never dropped or exposed to sunlight or water.

Is this how a loyal customer should be treated or is it just the bad quality of the product/handset.

Since January 2016 I've asked for a written description and reason for the contribution but never received it.

How can I get results without taking the long route with legal intervention?

Kind regards

Francois van Schalkwyk

Hi
My VVM (Visual Voicemail) has been deleted for the third time now and Vodacom cannot give me any reasons. In 2013 they admitted by email that this was as a result of a "...date networking issue..." but now they are refusing to reply. I had to remind them of this fact now and since then they just ignore my emails.
Unfortunately for them, I will continue to name and shame them as they are only interested in receiving their money and nothing else !
Pathetic for such a corporate. Be very aware of VVM, Vodacom can delete your messages even if they advise contrary.

I purchased a Supertooth HD voice visor carkit on the 20th March 2016 at Brooklyn Vodacom shop.
I told them I needed it for a quadraplegic lady in order to answer and make calls with only voice command.
They very kindly opened the package and tested the unit to see it it would do the above. Unfortunately it could not be made to make calls without pushing a button first ( which a quadraplegic person is unable to do!) but the answering mode worked. I was not sure whether it would work as this patient has a weak voice, but took it anyway to test it out.
Unfortunately her voice was too weak to activate the answer call.
I then packed it all up and took it back to the shop. The manager would not refund the purchase as he said the package was damaged. ( a slight tear on the top of the box) I told him I was not sure who had made the tear as it could have been when his tech people tested or when I opened it later..who knows? He refused to accept the return even though the item had not been used.. was useless to the purchaser and he was not even sympathetic with the reason for return. I find this despicable behaviour to a client. What am I suppose to do with this item now.. it was not a cheap purchase.. R 1299.00 which is expensive for a sick elderly person.

Your assistance would be appreciated if you can assist with a refund please.

Thank you in advance.
Sharon Harris
[protected]@ spenergy.co.za
[protected]

Re : urgent request for x2 contracts

Before I begin I have to start and tell you what I think of vodacom…
Two years ago I decided to open my very first cellphone contract ever – for some reason I went with vodacom.
From there on the rest was history – non stop issues / account issues / lack of customer service etc

My two contracts ([protected] + [protected]) are expiring the end of march 2016 – I am so excited about this!
But to my luck I have been calling vodacom for a full week now to only be put on hold for over 30 minutes until I decide to give up because you are wasting my time!

I then had no choice and I posted my complaint on hellopeter.com which to my no surprise I had not one senior person contact me and take action. I have now recently posted my second complaint on hello peter.

All I want is for someone to cancel my two contracts so I can change my numbers over to prepaid until I do some research and activate another contract with a different cellphone provider other than vodacom.

I have also emailed - retentions. [protected]@vodacom.co. za a few times now with all of them sending me reference numbers so that someone will contact me in 254 hours. to my surprise nothing has come of this.

I cant wait to never have to deal with you ever again in my life

Please do me a favour whoever reads this please pass this on to management!

I await your urgent reply or acknowledgement that the request has been actioned!

I have been at this for weeks now and I can honestly say I am gatvol. never ever will I deal with vodacom ever again let alone encourage anyone to go with them.
They are a bunch of idiots who are getting paid to do nothing!