Vodacom
Reviews and Complaints

Use the reference number….the call is not yet closed !
I am not re-submitting I D again.

My phone was in my hand and It rang just once.

From: customercare@vodacom.co.za
Sent: Thursday, November 14, 2019 2:38 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good Day, Lynn Harrod

We thank you for your email.

I have tried to contact you on the number [protected], however the call rang then routed to destination busy.

Protection of your account and personal information is critical to us, before we can access your account we need to verify a few details.

* ID Number
* Vodacom Account Number (sms AN to 31050)
* Invoice/Statement Address (sms ADD to 31050)

Upon receipt of the above mentioned we can access your account and assist accordingly.

Our apologies for the inconvenience caused.

Regards,
Justin Joseph
Customer Care
eService Team

On 2019/11/14 14:17, Lynn Harrod, wrote:
Further to all of the emails below, I am still waiting for written confirmation from Vodacom that all Vodacom contracts linked to my ID have been cancelled.

From: Harrod, Lynn
Sent: Wednesday, November 06, 2019 4:56 PM
To: customercare@vodacom.co.za
Subject: Re: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Ok wow
The plot thickens!

Who the hell flagged my account!
I am not on debt review! Can someone tell me who gave you this information about my financial status ?
[protected] has been due for upgrade since 2018 and I've not upgraded for a whole year only now to find out that I'm on debt review.

Who the hell gave this about me. I demand you check with your finance team or who ever else and get back to.
Even the credit bureau doesn't have this as my financial status so how the hell does Vodacom have this status ?
I demand an explanation

On 06 Nov 2019, at 15:56, Harrod, Lynn wrote:
Further to my previous emails, I am still waiting for written confirmation for the numbers below.

On 06 Nov 2019, at 14:48, Harrod, Lynn wrote:
Hi

Lucy from Sandton city Vodacom called me,
Says these that Vodacom finance says these 2 numbers below are on debt review.
[protected]
[protected]

How the hell is this possible - please check your records - I have not defaulted over the years.

ALSO please check : [protected] - how the hell have upgrades been done if Im on debt review!

This is a written instruction to cancel both of these contracts with immediate effect
[protected]
[protected]

From: Harrod, Lynn
Sent: Wednesday, November 06, 2019 2:32 PM
To: 'customercare@vodacom.co.za'
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

It is now 14h30, no one has called me as yet.
This is one big mess up from Vodacom side. From Lucy at the Vodacom Sandton City store to calling Vodacom, I am utterly disgusted with the different stories!
Absolutely pathetic.

Check your records, for years I have more than 4x contracts with Vodacom.

This is what you get in return,
From logging a call in store, 3days later I needed to follow up and only to get more crap from Vodacom.
You seriously want to lose a customer? Who actually wanted to give more business and upgrade?

Are you for real.

MY [protected] - I haven't had any problems when it was upgrade time for the last few years. What is the damn issue with these other 2 numbers?
I don't understand.

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 2:16 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good day Lynn

As discussed today on [protected] with Patricia you should get a callback from Sales or Vodacom direct as the query was escalated to the departments.

Regards,
Noluvuyo Mgwangqa

Customer Care
eService Team

On 2019/11/06 12:20, Lynn Harrod, wrote:
The other cellphone numbers are off
You can call my on [protected]

3 WORKING DAYS! NOT ACCCEPTABLE AT ALL. I WENT INTO THE STORE ON MONDAY… TODAY IS WEDNESDAY! YOU NOW ANOTHER 3 DAYS

I WANT THIS RESOLVED ASAP OTHERWISE I WILL CANCEL BOTH THESE CONTRACTS.

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 12:15 PM
To: Harrod, Lynn
Subject: RE: Vodacom Customer Care Reply - Authentication Response Ref: 0022CaEV2EV19WHR

Good day Lynn

Thank you for your email.

I contacted you however I got your voicemail.

Please note that the query is still pending and feedback will be provided within 3 working days.

We recommend you register at www.vodacom.co.za or download the My Vodacom App to administer your Vodacom account.

Regards,
Ntebo Chaphi

Customer Care
eService Team

On 2019/11/06 11:36, Lynn Harrod, wrote:
Hi

Lynn Harrod
[protected]
Nedbank Cheque
[protected]
2) [protected]

From: customercare@vodacom.co.za
Sent: Wednesday, November 06, 2019 11:31 AM
To: Harrod, Lynn
Subject: Vodacom Customer Care Reply - Authentication Response

----- Original Message -----
From: Harrod, Lynn
To: customercare@vodacom.co.za
Sent: Wednesday, November 6, 2019 9:30:17 AM GMT
Subject: query number : [protected]

Hi

Regarding the above query number for cellphone numbers :
1) [protected]
2) [protected]

It's an hour to go for 48hours since I logged this call. I called yesterday and I followed up now and this is still open and not yet allocated to anyone ?
You say 24-48hrs? Yet its almost 48hours and not allocated to anyone.

I need this to be actioned asap.

Lynn Harrod
[protected]

Good day.

My contract on [protected] has been eligible for upgrade since May 2019.

The lady on the phone convinced me to do an upgrade over the phone.

We arranged for the delivery of the phone but Ram Hand to Hand never pitched up at the location we arranged. Thus my upgrade was not finalized. This meant that I moved to a month to month payment system. I can not afford this contract and this is why I wanted to upgrade to have my monthly installment much less.

I can not catch up my account because of the fact that Vodacom or Ram made a mistake with my delivery.

Now my lines are cut off and I cant do my work so I cant make money to pay the phone and I have to take responsibility for other peoples mistakes.

I want Vodacom to give me an explination and compensate for your error and find a way to pay less or pay off and get my lines back on ASAP.

This is such bad service.

Not a happy customer!

Tiaan Duvehage

[protected]

I ordered an upgrade telephonically November the 8th and spoke with Amanda. The iphone was only available in black. Because the upgrade is for my daughter she was not happy with the colour. Therefore I phoned back on Monday the 11th to cancel the upgrade. I was informed the sales assistant will phone be back the next day. Tuesday the 12th I received no call back and phoned again. Again she was supposed to phone me back . I emailed DL Admin Team and received a ref nr EC-1SK8-2HGVWH. No feedback yet. I received a sms to confirm the order nr K1822574. I went online on the chat line and again it was promised to phone be back. So today the 14th I received no call back or any response.
I want the upgrade to be cancelled to go in to the branch and upgrade personally.
Name: Sharika Naurattel
ID [protected]
Cell [protected]
email [protected]@sars.gov.za

Hi,

I am very furious about the way I was treated by your sales representatives when I tried to cancel one of my contracts with Vodacom. I phoned 082 1958 to cancel my 10Gb data contract. The lady try so hard to sell me another contract and asking me time after time why I want to cancel it. She never explained to me that I must have an order number and never gave me an order number for cancellation. I am not familiar with your procedure and thought she cancelled my contract after I asked her to cancel it. After this call I received two more calls from sales reps trying to pursue me to keep my contract. I've told them both that I have already cancelled the contract but they kept on trying to get me to sign another 24month contract. I've told them over and over that I don't want to, and the they became aggressive on both accounts.

My data contract latest invoice is R509 for 10Gb because it is out of contract data I'm paying for. Why didn't anyone explain this to me? But I am more furious because I was under the impression my contact was cancelled.

I'm going to cancel all my contracts with Vodacom from now on as soon as the contract period ends. Your representatives doesn't listen to their clients and don't explain the cancellation procedures properly. I see my cellphone contract ([protected]) is due for an upgrade in Sept 2020 and ends March 2021. I know now how to cancel a contract and will do it as soon as it's possible.

Ashika Rajcoomar

Contract date:31 July 2019

Model Phone:Hisense H30 Lite

Id no:[protected] Cell no:[protected] E-mail Address:[protected]@gmail.com

I am a very disappointed Vodacom Cutomer. I upgraded in July. My contract was not even 2 months old and have been having problems with the phone. The phone started charging very slowly and used to charge till 35%.

I took it into Vodacom at Musgrave centre. It was booked in on the 19/09/2019 and was returned on the 07/10/2019, they advised the battery was faulty and replace with a new one.
I still experienced the same problem after receiving the phone.
I took the phone in again. Was booked in on the 11/10/2019 and received it on the 22/10/2019.They advised that they have replaced a part.
I still experienced the same problem, phone was not charging. I took it back to to Vodacom Musgrave. The lady tested it and advised that there is a problem with the phone.
She contacted the agent for Hisense, he advised that I should take the phone to a Hisense outlet at Conubia mall. This was going to be on my own personal expense.

I did take the phone and they were unable to assist me and advised that the phone needs to be taken back to Vodacom and they need to book it in.

At this stage i am frustrated. Running around on my own expense to sort out a contract phone. I have been a vodacom customer for over 30 years.I am wanting to cancel my contract completely and return the phone. I am paying for a contract and is unable to use the phone.

Please respond with regard to cancelling this contract. I will take out another contract with a another service provider.

Very disappointed .

Attached is my invoices when the phone was sent in.

Im not happy with the service that i got today. I have been with vodacom for over 20 years. In May the rewards department phoned me and migrated my account. They just said the migration has no handset but they did not state that i wont be able to upgrade to May 2021 and i am still paying for the old handset since june. The consultant i talk to was rude and not giving me the time of day to state my case, I feel like cancelling my contracts and i will not pay any fees

I walked in store (Vodacom Sasolburg) to buy above mentioned package 23 July 2019. Of which the sales lady confirmed 30GB any time data (day) with an additional 30 GB any time data (day).

The complaint is I have not received any additional 30 GB as From purchase date. I have logged 4 calls for the issue but nothing has been done. July pro rata and from August 2019 until now 11 November 2019 (4 months no additional 30 GB data has been given.

Bernadette Murray
[protected]

My FTTH internet link not working. Unable to get through to the call centre number 082 1904. I'm in the Stellenridge area, Bellville, Cape Town. My contact number [protected].
The service has been down sine the 09th of November 2019. I had intermittent issue with the available of the services four times in the last two months. This is coming an issue for us. Need to get the line stability and working properly.

On the 31st of October 2019, I phoned Vodacom to get a date for my next upgrade, because my wifes phone got stollen. The person on the other side of the line said that I am due for an upgrade.

What happened next? He upgraded my phone for a device and my wifes line for a better data package... He wasnt suppose to upgrade both lines. I went to Vodacom in Witbank. They said that I should phone and cancel my contract. Which I did, but only to hear that I cant cancel because its already at the courier? But according to your own policies, you have seven days to cancel?

I then once again went to Vodacom on the 8th of November to open a new contract so that I can I have a new phone.

I recieved the phone from the courier on the 8th of November... From which the sim swap wasnt done as promised over the phone. I phone customer care on the 8th of November, which the lady explained that the first person didnt complete the sim swap and that she will escalate the issue., will take 24 hours to be completed.

Guess what? I phoned again 24 hours later, still the same problem... Swim swap not completed. What now? Will escalate problem again... Now only on Monday.

My problem is that I have been with Vodacom for more than 10years, and now I am considering to move to another service provider. My wife is currently pregnant with complications, so she must have a phone with her 24 hours. But you proved me now that I cant rely on your services. I am really dissapointed in Vodacom. What is going to done about this?

On the year 2019 I had challenges on paying my monthly premium for my cellphone contract, on the 6 November my no was deactivated with out notice, I was made aware by my husband that my no does not work. Today on 7 November 2019 I called Vodacom customer care services I was told that I have been handed over, and the lady called Mathapelo assist me and made arrangement for me to pay the account in six month period, I know I was supposed to pay my account on time but I could, due to financial challenges, I did call Vodacom somewhere in October 2019 to make arrangement but I was told by consultant that I have to pay the whole amount of which I did not have, the painful part is that I have been a Vodacom client almost for more that 15 years, with contract I started on 2011, today the just deleted my no, not even to make me aware, this number is very important in my life all my things are link to this number. How can Vodacom delete my no while handed me over. This is really painful moment for me since I have started with Vodacom.

My email address is [protected]@gmail.com

On Monday (4 November 2019) I went to perform a sim swap at one of the branches at Brooklyn Mall in Pretoria. I am on contract under my mother and followed the necessary steps as I was told by the consultant. What I am failing to understand is how I am still waiting for the sim swap to be authorized on my number [protected] and it has been 48 hours since my mother called the sim swap line in order to receive the information regarding how long the sim swap will take. They told her 24 hours and I am still waiting. I would like to be able to access my messages and phone calls, so please can you attend to this as soon as possible. I have already been waiting for 2 days now.

5/11/2019 took my phone to Menlyn Vodacom for repairs. The next day I called to follow up on the quote the consultant guy by the name of Rhudzani was very rude when I Enquiry more info on quote. He was supposed to send me banking details to make payment he did not. Drove to Vodacom to make payment his service there as well was awful, waited for quite a while to be assisted because he failed to explain that repairs and acc payments are separate. Eventually when he was called back to assist me he gave me a bad attitude saying why I did not tell him it was repairs. Asked him about the banking details as I waited the whole day for it, he went on to say it's still going to be delivered.
And wasted so much time there just for a person who is failing to do his job.

I upgraded month ago got phone and screen starts feeezing. Had phone not even 12 hrs went back. Sent to repairshop and they say theres nothing wrong with it. I am not paying 1000rand month for faulty phone. I did not even used it for like 10min. I dont want repaired phone. I asked for note 10 thats more expensive but no. So the phone is at shop its been in my posession for less than 10hrs. Now i wanna cancel both my contracts but no one can cancel it. Helpdesk says shop must do it and shop says vodacom must do it. I dont wanna cancel but vodacom is forcing me to.

Fibre was installed at our residence approximately 2 months ago
For the first week everything went by smoothly
Thereafter, almost everyday or every second day we have had to contact Vodacom, do a manual reboot and be told that "it's offline" or "we usually have problems with the Nokia router you have"
We pay for a service that is basically non existent
Every night for the past three nights this has happened like clock work
" we have sent a technician to fix it but it will be fixed tomorrow" is what we are told
Why do we pay for uncapped fibre that breaks on a constant basis
We were forced to get fibre with Vodacom because they had laid the fibre but the experience is something that needs to be shared with everyone, no other service provider goes down and offline as much as Vodacom
It's absolutely ridiculous !

I upgraded my phone and then I wanted to set up my phone. So I have a prepaid sim also and I insert that sim to set up phone. By accident the phone dropped and broke. I contacted vodacom insurance to put in claim as it is covered. No I got a call and vodacom rejected the claim as my contract sim weren't in the phone at that time when the phone dropped. I think vodacom is cheating people out of hard working money. I need the CEO to contact asap to resolve this problem that I have. My contact details is [protected]. My email is rudman.[protected]@hotmail.com

Regards

Shane Rudman

We have raised different queries since June/July 2019 as up to today 05th November 2019 Vodacom does not get back to a person they would rather say that the issue is closed status which is untrue no one bothers getting back to a person i was told by various Vodacom Consultants that a consultant dealing with a query has to get back to a customer within 48 hours we sitting not only on days but months already we keep phoning just to hear that a teamleader will get back to a person even when you asked for management to contact you not one manager has phoned back since the start of our contract. We have told Vodacom to take their Fibre out due to lack of correspondence and service from Vodacom. The issue raised was the billing amount which was incorrect billed due to Vodacom Technicians not doing the installation properly, Silas one of the Techicians came on the 7th September and he confirmed that the orginal technician never did the installation properly it was set at a 10mbps line when it was supposed to be 20mbps, yet Vodacom has billed us for a 20mbps line that is the biggest issue raised and no joy whatsoever is given getting this resolved. The fibre line has been suspended middle October 2019, but still Vodacom tried debitting the account for the full month of October 2 weeks there where no fibre but one is supposed to pay for it it is unfair of vodacom just do as they like and expects a customer to pay even not giving the service which was promised by Vodacom.

We have asked for description of what the billed amount is for but no luck whatsoever and no proper resolution has been explained to us by any consultant or management. When you phone you get told that Managers only works until 15:00. Fazel promised to get back to us last week Friday, we still waiting for his feedback as well. Mr Vermeulen has requested the fibre to be taken out more than a month ago yet nothing happened. Today we received an email stating that the cancelallation can not be done due to lack of correspondence of our side we have tried to resolve this almost on a daily basis but can not get anywhere due to Vodacom not giving corresondence on their side.
Vodacom don't take any blame fro lack of service. Instead gives the blame to the customer...

Just to give an idea how we battled with Vodacom the past months:
SR190709-542934
SR190625-686413
SR190729-592842
SR190831-667513
SR190729-592842
SR190831-667513
SR190909-681420
SR190616-698894
SR191003-805141
SR191003-804734
SR190916-698894
SR190709-542934
SR190916-698894
SR190709-542934
SR190916-698894
SR191105-882925
SR191003-804734
This is not even all the queries SR's
This absolutely ridiculious not having a response from Management or Team Leaders
We truely hope that the issues can be resolved as soon as possible for it has been going on for months
Regards
Mr Vermeulen
[protected]

I upgraded my daughter's phone ([protected]) in October 2019 (16th), your policy says that if there is a problem with the phone we will give you a new phone within 7 days no questions asked. When we went to vodaworld in Midrand 6 days after the upgrade (22nd) the tech services said there is a procedure to follow and they cannot just exchange. The new phone keeps on dropping calls and reapeating certain words from the get go.

When the phone was tested on the 22nd they said the phone drops 1 in 8 calls and that is normal?. They booked the phone in to test at the main repair center on the 22nd and we waited and only got the phone back on the 25th of october. we were still sitting with the drop calls and repeating of words.

We took the phone back again (30th) with still the same problem. When will the policy kick in to give us a new phone?, we now have to wait 7 to 10 working days for results.

From when we upgraded to date my daughter has not even had her phone for 10 days and I have to pay over a thousand rand a month for someting that does not work.

This is totally unacceptable, please call me so that we can discuss the issue. ([protected]).

Regards
Mrs Visser

Good Day

My new itemised bill that I have recieved does NOT show the duration (Minutes, Seconds) on call, I need to claim my business calls and cannot do so,
The billing sent previouly showed the call duration, The call centre cannot assist, as I have spoken to them at least 5 times and they continue to send the same information
my number is [protected]

I went to your store, to get help about my contract sim card, the person who was helping me didn't help me at all and my sim card was blocked becaouse I forgot the pin number. after all that she told me to do sim-swap and I told her if it involves money I don't have it and she can put it into my account it will be paid on the 15nth she refused, I left my phone with her in the store.

I am mabula mc from Polokwane Limpopo South Africa
[protected]

Good day

I am trying to cancel a contract that was instated without our consent.
The ref : SR191015/831541
PLS read the remarks on the case.
Apparently Sharon is handeling this case but I am not allowed to speak to her and she doesnt phone me back.
This is the worst service I have ever incoutered.

I need to know how to proceed

Regards
Conrad Smith
[protected]