Vodacom
Reviews and Complaints

On May 2, I purchased an internet modem from Vodacom Moshi and paid 50, 000 Tsh - 25, 000 Tsh for modem and 25, 000 Tsh for unlimited monthly internet access. Just a week later, my credit was all used up. I wanted to know how and why and on Sunday, I called Customer Service. Someone called me back and I was given two telephone numbers of Moshi Vodacom to discuss the matter. I assume the Customer Service, is in Dar es Salaam. Anyhow, on Monday morning I called Moshi and the following is my conversation with the person from Moshi. To me, it is clear that this person checked the information and that must be why initially, he said if I was in Moshi, the problem will be solved. I am not in Moshi (I am in Dodoma) but to me, that shouldn't make any difference whatsoever. I really would like to get an answer to how I finished the unlimited service in one week and also, if unlimited is 20, 000 Tsh, why did the guy charge me 25, 000 Tsh. Thank you!

My correspondence with Vodacom Moshi [protected] and [protected])

Me: My vodacome internet number is [protected], my name is Nina Tesfamariam. I bought a modem from your office on May 2nd for 25, 000 Tsh and unlimited bundle for 25, 000 Tsh. After just one week of usage, I found out that I do not have any credit on the unlimited bundle. Can you pls explain how it is possible to use up unlimited in one week? Thank you!
All responses from Vodacome were from [protected]

Vodacom: Did you change airtime into bandle first?

Me: The person who sold it to me in your office said he had put bundles. I did not purchase airtime myself.

Vodacome: What I know unlimited izs 20000. If you paid 25000 tsh for a modem that means it was for a modem but if you paid 50000tsh from there we can ask the other money where it is. Maybe he or she failed to change airtime into bundle.

Me: I gave the guy 50, 000 tsh.

Vodacome: Where are you now?

Me: I am in Dodoma

Vodacom: you bought at vodashop moshi?

Me: Yes

Vodacom: Maybe if you come back from Dodoma we can easily solve the problem. Sory for that madam

Me: I will not be back in Moshi. If you tell me how you propose to solve it, I can send someone.

Vodacom: Lets m e see then I wil let you know what to do.

Me: Thank you! I will wait for your response.

Vodacom: Ok

Me: Any progress? (11:47 am)

Vodacom: Still working on it

Me: I need to hear from you today. This is a simple matter that requires an honest and reliable answer. Thank you! (at 4 pm)

Vodacom: I tried to ask on ur matter but ifound no cleary answer since you are not there but I wish you could be in moshi that could be simple for me to solve ur problem coz I asked the one who is responsible in selling modem, he said he don remember better if you send some in our office so that we can solve easiy the problem. Again im very sory coz of delaying to inform you. thanx.

Me: I am not in moshi and that should not make any difference. I am sure your system shows that I bought the modem in your office. Even Dar Vodacom found it in the system. What other information do you require? This is not an appropriate response. All you have to do ask the man what he did with the 25, 000 tsh. He should be able to tell you.

Vodacom: I said again im not the one who is dealing with the data system on the issues of modem. Better enough you went up to Vodacom head office, then there could be easy for them to answer ur problem.

Me: someone will have to give me an answer

On Saturday the 2nd of May 2015. I returned my iPhone 64GB Silver for a warranty repair as I have bought on the 19th of March 2015. I received a loan phone without internet access and could not import my contacts. I was so relieved when they sent me an sms to fetch my phone on the 6th of May 2015, I was also very impressed by the quick response in rectifying the issue.

My phone touch function is malfunctioning,

Upon receiving the phone I had to do the whole setup from scratch of my phone.
so they just cleaned up the software and installed the latest iOS again.

Not even 24 hours of receiving the phone it does the same thing. Now I have to take my phone back to them to do the same thing again. On the repair note of the phone there was no notes to state the repair work they have done.

I am so disappointed, and regret not buying this phone straight from I-Stores

After numerous problems with Vodacom and extremely terrible service, I decided to cancel my Vodacom data contract. The date of cancellation was the 30th of April. On the 29th of April I had just under 1GB of data left and decided to use it the following day. When I tried to access the internet the following day I was unable to do so. At 09:00 I received an sms advising me that the data bundle had been deactivated. I phoned the call centre and after numerous attempts and being put on hold for ages, I was informed by Moss, that I would not receive a refund and that I would just have to accept it, because there was nothing that they could do about it.

Account Number I0538745-7
Cellular Number [protected]
Invoice Number B823201287

I have received my Vodacom account today which informs me that I owe R 787.50 (airtime I haven't used and a handset installment where I have not received the handset) my normal monthly account is R 158.50. I contacted Vodacom (082 111) and was told that my contract has been upgraded on the 09 March 2015. I then explained that I did not nor have not upgraded the contract, I was then transferred to the UPGRADE Department who told me that I upgraded in March to which I responded I did not. I was then asked to hold while they contacted the Witbank Vodashop (which was closed) I was then asked to contact the Vodashop and to make out an affidavit to state that I did not upgrade my contract.

Again I do not understand as to why I must expend time and money providing documentation when the fault lies between your Main Office and your branch. As discussed I will not be sending through the documentation unless Vodacom provides me with an undertaking to cover my expenses.

Again Points to consider:

Upgrade was done on the 9 March 2015 in Witbank - at that time i was on my yearly holiday (5 March - 15 March) in St Michael's on the South Coast.
You would have needed a physical presence in the Vodacom Branch - Not possible due to the above information
You would have needed my physical Identity document - Not possible due to the above information
You would have needed my signature on the Upgrade Forms - Not possible because I did not sign anything and as per above information.
You would have needed a payment for the Admin Fee - Not possible due to above information, also the only transactions on my bank statements around that time are on the 9 March for the monthly debit order and 2 transactions for purchase of airtime for my prepaid numbers which was done through FNB banking.

To date the Customer Care / Fraud Department will not act without an Affidavit and copy of Identity Document, due to the problem being internally generated between Head office and Branch the solution should be rectified between Head office and Branch.

Towards the end of MArch 2015, I took out a contract at Vodacom office in Ladysmith, Natal. The brochure stated: Sony Xperia Z3 Smartphone + Sony SmartBAnd Talk SWR50. We received the phone with SWR30. When I queried this, I was told that there was a mistake in the Brochure. I have tried to call the Vodacom Customer service and have been told that they will transfer me to the complaints line but then i get cutoff. So are we saying that a company can advertise one thing that i as a customer has signed for and expected but do not deliver on the promise that they make as a supplier.

Vodacom has billed me R2, 841.33 for data usage that took 3 seconds according to their invoice, then another one for R1, 213.38 for data usage of 08:48:14, then another one of R1, 624.22 for 14:03:00. I want to know how can a 3 second activity cost me R2, 841.33 yet one for 14 hours costs me R1, 624.22. I queried and nobody cared to listen. After many attempts to resolve this with Vodacom and not getting any joy, I wrote a letter dated 26 March 2015 to complain and ask for explanation. In that letter, I specifically instructed Vodacom not to go ahead with a deduction of R5, 882.83 from my bank account in April as I was told that was the amount owing by one of the call center agents. To my horror, my account was debited with R7, 908.00 on 16th April 2015. To this day, my phone remains suspended even though an unjustifiable amount of money was taken from my bank account. PLEASE HELP! I am attaching the letter I sent to Vodacom for reference. Thanks. Portia

I have had an Insurance claim under-paid due to a Vodacom consultant not following through with insurance upgrade. Over 15 months later, Vodacom hasn't resolved the matter. Instead they are blaming me for the issue. The same issue has repeated itself this month, however, this time I gave the instructions in writing and on the very documents that they made me sign.
No Vodacom Customer Care is referring the blame to Cellsure who is referring the blame to the Vodacom Store who is not responding.
EIther way, all the departments are fathered by Vodacom.
Vodacom and all its departments are asking me to pay ridiculous amounts in order to get what is due to me. My attorney is struggling to get a straight response from them. They each referring the matter to other departmens and frustrating me and costing me legal fees.

I purchased a brand new Blackberry Q10 handset in October 2013. Ever since the first 6 months of the purchase, I have been booking in my phone to Vodacom Repairs which escalated the repairs to Vodacom Advanced Repair Centre. I had mentioned to them on numerous occasions that if the device is being booked in all the time for the same issue from brand new that surely it must mean that it is hardware related and not software related as they kept advising me. Eventually on the 16th of March 2015 my phone was booked in whereby Vodacom replaced my handset now advising me that it was a hardware issue. I have since been given 2 refurbished phones from them and both were sent back as it was faulty. I am yet to receive a reply from them and I do not have a device to use on the contract I am currently paying for! this the kind of service we must settle for? I am totally disgusted with this service!

I've recently submitted a complaint at Vodacom Head Office regards to the consultants at one of there branches telling me that i would be able to transfer up to 80% of my money on my contract to one of my other devices - and if you dial *111# that option was there to send data of airtime to another number. I took the more expensive contract, keeping in mind they told me that I could transfer some of my money to my other phone, only to find out that this is not possible? I went back to the branch in Greenacres and queried the manager about what was told to me (by 2 different consultants) - he spoke to them and they denied ever saying that to me...why would 2 different consultants on seperate days be telling me the same thing if this is not true? I told them the only reason I took that contract was to transfer money from one account of mine to my other device - so I asked them to cancel the contract or to give me the option to go to a lessor contract as this was not my fault but theirs...they actually wanted to charge me a migration fee of over R2 000? for something that is THEIR mistake...give proper training to your consultants...i am still waiting for Vodacom to phone me...waiting 6 weeks already...PATHETIC

Dear vodacom, 27/03/2015

Re: mobile nr: [protected] / ruvis engineering.
Imei 1: [protected] s/n: b151418004119
Imei 1: [protected] s/n: b151421007522

I send this query on behalf of mr. jh visagie / ruvis engineering as a matter of urgency.
As you will see on your records, ruvis has a number of running accounts with vodacom, and we were totally satisfied for a couple of years, but currently we do not experience any aftersales service from vodacom, and expect this to be handled as a matter of urgency.
We upgraded the number: [protected] late last year, and decided to take the option of 2 x cat b15 handsets: imei 1: [protected] s/n: b151418004119
Imei 1: [protected] s/n: b151421007522

These handsets did not even give us 3 months service before it failed and had to be send in to the factory for changes / repairs or what you ever call this….
At that stage, we made it clear to vodacom that we are not at all satisfied with the performance of this product and we would suggest they offer us something else in exchange – which vodacom refrained from doing.

We were forced to collect the same handsets from the local vodacom in vanderbijlpark, and up to date did not get any joy whatsoever from these handsets. the handsets are giving us tremendous problems and do not function correctly – giving failures every day!

We herewith urge vodacom to take drastic steps and please confirm what should be done to resolve this ridiculous matter? we will not take the handsets back to the local vodacom outlet, since they are of no help to us and wish to receive urgent confirmation from vodacom if the problem will be handled as a priority, or will ruvis engineering be forced to change all running contracts to a service provider which will be able to offer us they’re service when a problem occur.

We await you soonest response in anticipation.

Regards
Janice labuschagne
On behalf of:
Mr. jh visagie
Director
Ruvis engineering

January I upgraded my contract to a more expensive one and also got a CAT phone. I had the phone for 10 days and the touch screen froze therefore the phone was sent back. I had to wait 2 weeks to get the phone back. On the day i received the phone back it was STILL broken. It is now 4 weeks and still I have no phone ( which i am paying for). When i complained they sent me a mail saying that i need to pay for the repairs on the phone ! I have never ever experienced such s*** service in my life. Not even Vodacom customer care is assisting me.

I received a call from someone at Vodacom, telling me that I won a Samsung pocket neo, a R300 Homemark voucher and a R150 cellphone contract for 2 years. They asked me to confirm my details and asked to what address they can deliver. I received my package with everything inside like they told me, but when I went to a vodacom shop near me to activate the sim card they told me it's a contract sold to me falsely and I only have 14 to get them to return everything. I went through a lot of trouble and I'm waiting to see if they will come get it with in 7 days otherwise I'm going to put in a police complaint. Beware!

Vodacom’s customer service is beyond disgusting. It has the similar effect to that of chronic diarrhea! I feel weak and disabled after dealing with you! I would like make special mention of one person, Chantel Klaasen (CRM Department - [protected]). Dealing with you makes me want to stick my finger behind my eye balls and swirl them around as it seems less painful than hearing you say “I’ll get back to you” over and over and over and over! It’s people like this that give Vodacom its pathetic status.

Chantel’s service is similar to that of our dear Government! I guess if government cannot deliver, why should Vodacom even try right? Is it really that difficult to get correct information from person one (Vodacom technical support) and deliver it to person two (Me, the customer)? Chantel, if you are in doubt, let me answer this for you…. Yes it is rude not to answer your customers emails when they query issues and when they call you numerous times, eventually make contact with you (As you don’t ever return calls), it would be nice to get a response other than “I will have to get back to you later today” and then never return calls!

Vodacom deducted an amount of R2528.16 on a contract that costs R469.00 per month. After approaching The Vodacom Shop in Tygervalley Mall, Chantel Klaasen opted to help me and wrote down all the queries I had, viz. Why my bill was so high, she confirmed that she will migrate my account to a top up, advise me on the process of changing from debit order to manual payment and lastly give me breakdown of what it would cost to terminate my contract with Vodacom.

The 1st email I received was to inform me of my reference number: EC-0W0W-2EPW4D (which came in about 3 days after reporting the issue). Email number 2 was me requesting feedback on the 12th of February 2015 as I had no response. 2 days later I received an email with an attachment showing dates and times of data charges and included the following statement:

“Please note that all usage was registered on the Vodacom network via your SIM card and IMEI number of your Device and therefore cannot be manipulated in anyway. All the charges and information registered on the network is governed by ICASA to ensure fair practice”

Really? Is that so, then explain to me how there are two different IMEI numbers in the document?

I responded to this email on February 16th trying to get information with all of my queries and there was no response. Follow up emails were sent on 17th and 24th February 2015, asking for feedback, still with no response. I visited the store and was told that Chantel is not at that branch currently and was given a number to call ([protected]). I called and left a number of messages for Chantel, but no response. When I eventually made contact with Chantel, I was told that Vodacom is still working on this and my contract will be converted to top up in April as Vodacom is still investigating the data charges. All this followed by the infamous line “I will call you back TODAY” that was 3 days ago!

That brings me to today 04/03/2015, I sit patiently waiting Vodacom’s copy and paste template “We apologize for the inconvenience, A consultant will contact you”, that’s if you even bother to reply! I’d also like to congratulate Vodacom on achieving 110% useless-ness in attempting to fix this. Your customer service skills are a special kind of special!

WiFi Router stop working on 2 laptops. Take laptop to Mimosa Mall Vodacom. Tell me to format laptop first for virusses, then router will work. I do it at great cost. Router have same problems. Beg them for weeks to fix router. They want to test it first, but won't give me a spare router while they test for weeks. Finally take it to Preller Vodacom. Test router. I gave them a brand new, super clean, solid router and wait a long time for the test to be done. Vodacom Say there's nothing wrong, but give me back a dirty, rattling router with sticky, noisy buttons - they dropped it & dirtied it, but of course will never admit to it. Vodacom Check settings on laptop. All perfect. Router still gives even more problems now. I E-mail them thrice to contact me back about problem. Get zero response. I live outside Bloemfontein and am disabled - limited, painful mobility. Vodacom show no understanding. Meanwhile I have constant problems to connect to internet, my only contact to outside world in case of emergency. Please, help urgently. Have had only constant problems since I signed this contract with vodacom. At the end of my rope. At the point of ending the contract and try to find a better service provider. I finally complained on hellopeter.com. The next day a man, saying he's from vodacom, called me, and simply referred me to yet another number. I phoned the number and was referred yet again and then simply cut off. I was thinking of upgrading my contract, but see no way of doing that with such utterly unprofessional and inefficient service. I would rather cancel this useless, costly contract right now.

I buy a body glove cover for my phone and when I have to use it, it never fit the phone. Then I take it back to the shop, then they promise to call me once they got another one but it take them two months to phone me only to say they are still waiting for the stock, when I go the they say they cannot refund me anything, I wait for another month they also call me for the cover with the same problem and their shop manager left knock off leaving me waiting for them, only their staff call her to ask something about my cover after they have serve all their customer, they make me the last guy to be serve before they close their shop, even today not getting helped

We purchased a Samsung tablet from Vodacom on contract in July 2014. After a month, it started to freeze. We took it in and software downloads were carried out. A month later, the tablet wouldn't charge. We sent it in again and the internal battery was changed. At the end of November, it started to freeze again. We took the tablet in but asked for a replacement since this is the third time it needed to be repaired. It was still within the six month period and the Consumer Act says that it can be replaced if requested by the client. However it was sent to Vodacom escalations department and we are still waiting for someone to get back to us. We have sent a compliant in and were assured that someone would get back to us. That was 3 weeks ago.

There is NO place where corporate clients can go to get problems resolved. Customer care says they cant help because it is a corporate account. They then also have to phone through the same terrible telephone service to get hold of someone at the corporate department to help only to also have the call dropped by an ### that picks up and puts down, i have to assume because he doesn't feel like working.
Can vodacom please create a walk in business customer care with a direct line to where it matters. What is the point of spending R10 000 per month with them and being neglected and ignored when you have serious problems to resolve

Vodacom 3G Tablets have been falsely advertised for approximately 3 months now. I am appalled at the way in which consumers have been misled by this so-called special.

I first applied online for the R59/month special on 20 November, received an sms to confirm the application had been approved, and was sent an e-mail to say that the tablet was on its way. 3 days later, I received an sms to say the order had been cancelled and I must re-apply online. I tried again, but was blocked because the previous order number/reference still existed. After visiting the Bayside branch and numerous phone calls to various departments, the order number/reference was removed and I could apply in store at Bayside on 17 December - 4 weeks after my initial application.

The tablets were meant to be Christmas presents for my children. It is now 9 Feb and still no communication from Vodacom regarding these tablets. According to the Bayside Branch, head office hasn't even bothered to contact branches to explain what the problem is or when the tablets will be ready.

I see other customers have complained on Hellopeter. It seems business ethics carry no weight with Vodacom. How can a non-existant product be advertised for months on end with no repercussions to the company?

Unless I receive an acceptable explanation for Vodacom's actions, I will proceed down the legal route. According to the Consumer Protection Act:

Bait marketing 30. (1) A supplier must not advertise any particular goods or services as being available at a specified price in a manner that may result in consumers being misled or deceived in any respect relating to the actual availability of those goods or services from that supplier, at that advertised price. (2) If a supplier advertises particular goods or services as being available at a specified price, and the advertisement expressly states a limitation in respect of the availability of those goods or services from that supplier at that price, the supplier must make those goods or services available at that price, to the extent of the expressed limits.

On the 22nd of October 2014 a lady phoned me from Mondo Mobile a approved service provider for Vodacom to offer me a flexi 100 package. I had just done a transfer of ownership on my Vodacom contract that was on my fathers name but now on my name. She said I will be receiving a new sim card and I thought this was normal procedure because it will have RICA on it as my address had changed with my transfer of ownership. I however did not know I was getting an entirely new cell number and contract until about 10 days later. Why would I want another cell number and another contract? I can only afford to pay for one. I went to the Vodashop in Fourways mall to ask what was going on as this is where I had handed in my forms for the transfer of ownership. I thought they had made a mistake and opened a new contract for me. This was not the case and young lady looked up this new number on her system [protected] and said Vodacom had made a mistake and they have cancelled this contract so do not worry about it, then proceeded to cut up my sim card in front of me! I said to her are you sure? She said yes. Now since December 2014 I am getting billed R339.00 a month for a number which I am not using! I have spent hours speaking to customer care but nothing gets sorted out. Finally my package dispute was escalated to rewards for a call recording and a request put in to cancel the contract and refund me for the amount I have been overcharged and been misled. The first request was submitted on 10 December 2014 and nothing happened then the second request was submitted on the 9th of January 2015 and I was told by customer care lady Bianca Qwabe that this procedure usually takes 3 to 5 working days and she will keep me updated as to what is happening. I heard nothing for about 10 days and phoned again to find out what was going on. I was met with a apology and was informed she had had no feedback from Vodacom and will escalate the issue to a higher department. 5 days later still nothing and then decided to email Mondo Mobile as I waited 7min for somebody to answer the phone to no avail. A gentleman name Jonathan Subban who is the Customer Care Liaison Officer replied and apologised profusely and informed me Bianca will contact me shortly. She did the next day with no news again! I explained to her how serious the situation is as I cannot afford to pay for this number again February. On the 2nd of February 2015 a debit order of R339.00 went off! Now when I try contact Bianca or Jonathan about this they do not reply to my emails and I cant get hold of them telephonically! I am so disgusted and disappointed with Vodacom. They really do not care about their customers at all. They are happy to suck you for every penny you have. They do not care if they lose your business because they will get more from many new clients. My current cell number is [protected] which I pay R267.50 a month. This other number I am paying for is really hurting my bank account as things are really tough at the moment. You try explain this to them and you just get a F you attitude. I really need this issue resolved and do not know what to do anymore. If Vodacom or any other cellular company tries to offer me something over the phone again I will hang up immediately!

Good day
As an existing vodacom mobile data contract holder on two mobile modems, I was due to upgrade which I enquired on,
This process started where my wife and I entered Vodacom canal walk cape town to undertake an upgrade /renew on my existing data contract. 1. being 1 gig data day and one gig night owl bundle.2nd being 1gig top up data bundle.
We opted to have the 1 gig top up bundle transferred to a tablet deal at Vodacom .
My wife chose the tablet and had to wait a two week waiting time when contacting us to collect we went in store the tablet (HP 7 slate HD)which my wife chosen was given us payment made and upgraded contract of 169.00pm was signed on the unit.
dated in store .28 Jan 2015- to date 02 Feb 2015 . The unit was not opened and activated in the store at that time of purchase and on activating the unit found that it could not serve the purpose of making calls (no dialer on this tablet unit) which was disheartening for my wife, it couldn't serve her purpose, we contacted the store and explained our situation that we did not want the unit, we returned it to the store sunday 31st January 2015 and explained our discomfort of the product to the store manager and was told the unit had been already opened from the box and that it could not be returned a such also that the seven day out of box policy was only for faulty devices, we were told the matter was refferd to another shift manager and that feedback would be given via mail on whether or not we could change the product for something else, in the same time instruction for us to keep the unwanted unit with us was given. Today 03/02/15 I received an email stating that then upgraded contract of 169 pm will take effect from March 1st 2015 and that Vodacom canal walk would not take the unit back... I now am in possession of a unit we do not want as it does not serve my wife s requirements. We in the store asked if the contract be placed on a Tablet unit which could dial and pay the increased amount difference on the unit as an enquiry, To our dismay the maili received held only negative responses . I HAVE FROM THE FIRST OF MARCH HAVE TO PAY FOR A TABLET WE ARE UNHAPPY WITH ON VODACOMS CONTRACTS...
Please as a client what can I do to escalate this issue as I fear seven day [policy will lapse and we be stuck on this contract.
feedback will be appreciated...PLEASE HELP. IV ETRIED NUMEROUS SELF SERVICE NUMBER AN THIS HAS BECOME A WAISTE OF TIME TO DATE