Vodacom
Reviews and Complaints

Please assist me in getting this issue sorted out. Please provide me with a reference number so that if it is not sorted out I can use it to lodge a complaint with ICASA.

My daughter has emigrated to America and asked my wife to take over her contract n her phone as she did not wish to pay cancellation fees.

1. She went together with my wife to the Cresta Vodacom store where they were instructed to provide a number of papers including bank statements, from of residence, and ID
2. The store ensured them that the contract had been transferred.
3. This transfer request resulted in my wife's bank account being debited the monthly costs so we assumed that the request had been complied with
4. This year my wife wished to cancel the contract as we no longer need it and cannot afford the monthly fees
5. The Cresta store insisted that she must call 0821958 and cancel it there. They were no prepared to assist her in any way
6. When with great difficulty my wife got through to the number they said that they were unable to assist her as the number was no in her name and that she must get my daughter to cancel the contract.
7. They were not prepared to understand that my daughter no longer lives in South Africa and would not be able to do so
8. We finally found a polite Vodacom staff who was prepared to go out of his way to help us. George from Clearwater mall sat on the phone for an hour trying to get through to that number with no success and he had to give up in the end and say he was unable to help.
9. I have spent 1 hour from work trying to get through to that number but just get a recorded message saying that the number does not exist and that I should get the correct number
10. This has taken months of being messed around and we are now desperate please provide us with a solution

The phone in question has the following number [protected]

Customer name Shashika Singh
Cell numbers [protected] & [protected]

The above 2 contracts ended end of November 2019. I tried to ensure they were cancelled months in advance but vodacom would not allow me to do so. I had to cancel in the 1st week of November. I called a few times thereafter.. Just to keep making sure it was cancelled and I would not be billed further.

To my horror and annoyance.. On 1 Dec... I was allocated the 20 gig as per my old contract. I called Vodacom customer service on 13 Dec when I discovered this.. and had an absolute fit over this. I was assured by the agent that all was fine
. Both contracts were cancelled and I must not worry they r both on prep paid now.

And yesterday 1 Jan I discovered Again that 20 gig has once again been allocated. To [protected] ..

I am so furious. I can't believe vodaci. Cannot just do one small simple thing.. Such as cancel a Contract.

I did complain on hellopeter before and I won't hesitate to do this again.. I will report this behavior to Icasa also if I have to
Please sort this out immediately. I do not want data contracts which is the reason I cancelled in the first place. Do not force something on me which I do not want and I did not ask for.

Please go and listen to All your so called telephone recordings and hear the whole story

I am sick and tired of this issue. And don't even dare to deduct extra money from my account for this contract in Jan. I will definitely ensure this is my last dealing with vodacom.. Never again.

SHASHIKA SINGH
[protected]

Good day, this started on Christmas Day, I phoned on Boxing Day to report that my internet data (using a router) is saying limited and no internet access. The lady told me that she would forward my complaint to the 'back office' and in 30 minutes it would be ok, it was not. I phoned again, got cut off but the lady phoned me back and I was told that I needed to call out an IT guy to fix the problem, I was then cut off and not phoned back... I phoned again and was told to take it to a vodacom shop which I did on Friday 27th (at Newmarket. It was fixed they said. But it wasn't, when I got home it was still limited with no internet access. I phoned again and was told that it was the router that was broken, then I was told that it was the signal where I live. And then Charlotte said she would phone me back as she needed to go to lunch now, I am still waiting... I am not stupid and know that none of these reasons are justified. I took it back to Newmarket Vodacom repairs again where I was then told that I was out of data. Also nonsense. Then finally after a very long wait, it was fixed. On 31st December, 2019. It has taken 1 week to repair the problem with a million reasons to get rid of me. I AM TOTALLY UNIMPRESSED, you are always phoning me to say what a good client I am and all I get is frustration with your service. I am seriously considering moving to another network. [protected].

In July this year (2019) I ported out from Vodacom (prepaid) to Standard Bank (prepaid). I now wish to port back to Vodacom prepaid as I want to take out a contract.

So on the 24th I go to the Vodacom store in Vangate Mall in Athlone and we request a Port in to Vodacom (from Standard Bank). The consultant confirms that I must wait for an SMS, then put in the sim. So I wait, but no SMS. I call the Call Center and they tell me unfortunately they can't help, so back to the store I go. At the store the consultant tells me the request is pending and I must wait, so I wait.

Today (30 December 2019) I go back to the store in Vangate Vodacom 3B, and they tell me the girl who helped me is not there, so another young lady helps me. The young lady makes it seem as though the previous consultant you helped me did it wrong and actually tells me, "its gona work cause im doing it rite". After a while she tells me the request is unsuccessful and I must call Customer Care, she hands me a piece of paper with the number and I ask if I can call from the store, she politely says no, to which I ask why, her response blew me away, she points at me and says ''it's customer care, not consultant care''.

I take it on the chin and proceed to buy R50 airtime and I call the Port department (082 129 9326) and I Speak to Cynthia. Cynthia tells me she can't see request for the 24th. I calmly ask to speak to the manager and she tells me she is not there (a Ms Anastacia Ndlovu). I then ask for next in line and she keeps me on hold for a full 5 minutes. I drop the line (after 22 minutes and 37 seconds of speaking to her) and try again, I get through to her neighbour (or so she says) and she tells me she knows what I'm referring to cause she overheard the conversation. I ask her what the name of the supervisor is and she refuses to give it to me, she is also extremely rude and when I ask her name she says "I'm not gona give you my name" and drops the line. I call back and I get through to Cynthia who drops the phone in my ear. I call again and I get through to a gentleman and ask to speak to a supervisor, he keeps me on hold for a while and I drop the line and call again, eventually I get through to Bianca who helps me but insists that Standard Bank needs to release the number even after repeatedly telling her that I called them myself and requested the number be released. I pass the phone to the consultant in the store, she speaks to the consultant (in the Port department) and the consultant (in the store) tells me to call Standard Bank. I once again buy airtime and we call Standard Bank who confirms the number was already released on the 18 December 2019.

I'm done with Vodacom, this has to be the the worst experience I have ever had. I'm done promoting Vodacom. What ever happened to customer service, they so easily pass the buck. I come from a service center and I can tell you, if anybody did what they did today five people would have been fired today. The people in the Port area (082 129 9326) are the real reason people hate call centers. Ill equipped idiots with attitudes taking calls and assisting customers promoting the Vodacom brand. I worked in a call center before and I was on training for a full three months before I was allowed to speak to a client, it sounds like Vodacom takes people off the street, gives them a week training and puts them on the phone. No telephone etiquette, no product knowledge. The consultants I dealt with tried their utmost to get you off the line, It was more about answering that call than it is about helping the person on the other end.

I called the Port Department this morning (31 December 2019) and managed to speak to Cynthia Ndlovu, I gave her the call times and dates and she will be sending it to technical, I asked for the logs for myself, but she was not willing to give it.

In my opinion those consultants should be fired, they represent Vodacom and in such should have acted accordingly. I have no hope of ever having my issue sorted.

I was contacted by Vodacom for a data contract, the call centre agent said they will send x2 modems because of the special rate. If not intressted.
cancelled the one, the courier company said they can not take it back.
Eventually got it cancelled, Vodacom send courier to collect. Still paying for it.
Can we please get this sorted and refunded ?
Kennith Ref. no. [protected]
Modem returned [protected]
It is nearly this complaint's 1st birthday.
What great service.
Complaints line notify you that the complaint was solved or they can not get hold of you. Can be an indication of their problem solving ability !

I absolutely have no service from Vodacom. My application was submitted on the 17th of November 2019. To this day I don't have my fibre as Vodacom has not come out to the property to install. Apparently there was a date scheduled the 27th of Dec when I phoned to make sure I was told there is nothing scheduled for the 27th. I have complained multiple times to Vodacom customer care on Hello Peter but to no avail.

Every single day I phone most days multiple times to follow up but never get any feedback every time I'll told they will send a enquiry through on what is the status or follow up and I will receive feedback. This is ridiculous service I cannot understand how such poor service is acceptable at all.

We are more than a month and a half further and still NO Fibre.

Job Number [protected]-[protected] booked in 13/12/2019
10:28 by Jeanette Witbooi and the engineer Soloman Molangwane.

Pep Store Alexandria where i bought my Samsung Sm-A260F on the 06/09/2019, My front and back speaker went soft.In such a way u have trouble hearing during phone calls and rear speaker u cant hear the phone ringing.PeP Store sent it 09/12/2019 to the above repair agent.
I got my phone back today 24/12/2019 with still the same problem as the day i handed it in.
On the Job Card it states 3001-002824 Micro Speaker GH97-23123A MEA ETS LCD - A260.
If all the above was repaired why do i still have the same problem.I just cant believe that the phone was fixed and not tested before leaving the repair agent.
The above repair agent is 100km away from me.

Regards
Samsung Sm-A260F
[protected]

Good Day

I upgraded one of my Contracts on 28 October 2019 for the PS4 and Samsung TV set deal. I eventually received my TV on the 17th December 2019 and found the unit to be faulty. Since the 18th December I have been struggling to log an out of box failure with you(Vodacom), digital planet and Samsung, each referring me to the other.
I have made numerous calls to all these entities and emails aswell without success.
I purchased the TV set via Vodacom also it's fair that you Vodacom resolves this matter with great urgency!

My contact details
[protected]

I am still not able to connect using the Vodafone Mobile WIFI - In the month of December 2019 - I have only had maximum of three days for which I was able to have any internet connection otherwise no connection - I have raised two separate support issues - yet no feedback from Vodacom - Yet Vodacom is already sending me a bill for the following month - but still cannot answer me as to why I only had successful connection for the first month of the contract only.

Paid up and settled three of my contract line, on 14 December 2019.Been battling to get confirmation from Vodacom to say that they received the payment as I need that information and can not wait for January 2020 when they generate invoices and settlements. I need a confirmation letter to say that they acknowledge the payment I made to that effect.

Fraudulent upgrade

I have been fighting for Fraudulent upgrade with Vodacom since May 2019. I have sent affidavit through their emails (FraudDisputes@vodacom.co.za & fdp@vodacom.co.za) and received reference numbers with statement saying they will contact me within 7 t 14 days but to date I have not received a single call from Vodacom. I have been calling their call centre almost every week with consultants coming from the cold regarding the issues and I have to spent a minimum of 30 min explaining myself.

Can someone please assist on who to call/contact to get help in this matter.

Hi my wife went to Vodacom Bredasdorp for the black Friday deal
on the HP Laptop with 10GB router the contract was approved and on Wednesday they phone us to come and collect it but then there was n system error and they told us that the contract have to be done over
but TODAY Vodacom head office phone the bredasdorp branch just to tell
them they are not going to approved the contract.

THIS IS UNACCEPTABLE AS THE LAPTOP AND EVERYTHING IS ALREADY HERE.

SEL NR: [protected]
IAAN

I have over the past 2 months called into the call center over numerous times and am very disappointed in the action taken by the consultants to assist with my query. it has not gone from a point of me seeking assistance to now being completely appalled by the level of service received. I have been a loyal customer of Vodacom for me than 15 years and if this is how your customers are treated it is really disappointing. I am at my wits end and considering very strongly to move networks.

I have numerous reference numbers that is linked to my Vodacom account but here follows a summary with some of them and of my nightmare experience with Vodacom Customer Care:
1. I tried to renew my contract (2782*****30) in December 2018 with a new phone directly at a Vodashop at the new Mall in Heidelberg, Gauteng. The contract was signed but cancelled because the phone (iPhone X) was not available anymore when the staff menber went to collect it and I could not wait for another one as I was flying back to Cape Town that afternoon.
2. I tried again through the Vodacom online serice to upgrade my existing package when back home in Bettys Bay, Western Cape and successfully received an iPhone X a few days later.
3. Another seccond phone was delivered the next day to my home by the same courier service and we realised it must be a mistake and immediately returned the phone (identical iPhone X) with them.
4. A few months later I realised I was being charged for two phones (lines/numbers).
5. The phone I received first were connected (serial number) to the incorrectly issued number (2766*****03). I had to return the phone as well and decide to rather cancel the 'upgrade' and reverted using my original old phone and contract again.
6. Then I realised on a work trip accounts incorrectly CANCELLED my contract and put me on 'pay-as-you-go'.
7. When I eventually were restored back to my original contract, the dual-sim card I had for my iPad were also cancelled (not working) as well as losing all my free talk minutes collected over the years. I tried numerous times to get this restored to the system/contract I had before the 'upgrade'. The minutes were restored but the sim card (serial no. on request ending in _M) is still inactive in my iPad.
8. A few months later I realised that I AM STILL BEING CHARGED FOR TWO PHONES/LINES!
9. This has been going on for a full year now - paying for a mistake(s) made by Vodacom for a phone (number) I do not even have. I have been refunded R19 904.57 already that I paid out of my pocket but still have more than R7641.85 outstanding and counting!
10. The latest call I logged (1-34520829788678) were diverted AGAIN to a solution expert only to receive a SMS stating that the case has been closed.
11. The extra, unused number is STILL ON MY ACCOUNT AS OF TODAY!
12. I find this unacceptable and will take this to the media and CEO Shameel Aziz Joosub at 82 Vodacom Boulevard, 1687, Midrand, South Africa if this is not sorted within the next week.

I have a private bank account with FNB and have found that Vodacom are trying to debit my account with very large sums of money
that are not meant to be taken off the account number linked to these debits are for a company number for RMCS and we have written
to vodacom via one of your branches and no response this has happened 6 times so far and it is costing me bank charges for unpaid
debits. amounts vary every month and run into thousands of rands.
Please help sort this issue.

I feel beyond frustrated with the company Vodacom. About a month ago I have contacted them.to switch to paying cash as being under debt review no debit orders can run against my cheque account. I even changed the date of when I will pay as paydate has changed. To my greastst grievance they did not change a thing and debit my account and charged me interest. But it is not all. In November I received a statement thst my balance due is R 504. And thst I had a credit of R 750. On the 3nd of December I went to the ship to pay R510. This payment is not even against my account . Cannot even cancel my cellphobe yo switch to pay as you go and keep my number due to the contract! Contact number [protected].See attached proof where in credit before invoices raised and amount paid

I ordered Vodacom Fibre on the 20 November 2019, the next I cancelled it because I found a better deal at another provider. I spoke to about 6 different consultants to request my cancellation confirmation letter/receipt so I could provide it to the other provider in order for them to place my order. No one is able to send me my cancellation confirmation to date 05 December 2019 despite more than 1 supervisor/manager getting involved. I still have a cell phone contract out with them and I am so upset the expiration is not anytime soon. The consultants promise to call me back yet they never do.

Can someone who cares about customers please contact me asap

my cancellation ref is SR-[protected]