Vodacom
Reviews and Complaints

A payment of R1381.21 was made on the 8th January 2019 by my employer to my cell phone account I0356129-5. This credit was never credited to my account and I had numerous discussions with different people at customer care at Vodacom and every time I had to e-mail the proof of payment to them, but it is 5 months now and the account is still in arrears. I have mailed the proof of payment and a letter explaining the situation to lebogang.mtungwa@vcontractor.co.za about 5 times now. I have made about 20 calls to try and solve this problem to no avail.

Could someone please sort out this mess on my account immediately.
Mrs E Kloppers

We are getting charged for contracts we do not have. we have been trying to sort this out for over 8 months now.
We have over 8 contracts. 2 of the numbers we do not even know, and we have been calling vodacom customer service. they keep saying they going to fix the account and we must pay less that amount, then they block our phones (4) every month end.

This is totally unacceptable, we have been your customers giving you lots of business for over 15 years now.

When going to Vodacom in the Parkade Mall to submit an insurance claim, the agent "assisting" was very rude and unhelpful speaking to me in a condescending manner when asking me if I had all the information (which I did have) to make my claim. The agent first told me I have to call a number for Finrite that I had been trying to call all morning and had no success getting through. The agent then said he can probably do it for me with the worst possible attitude. I left the store with nothing being done for me. I pay my insurance and contract fee every month but when needing to make a claim Vodacom is of no help. This is horrendous service and I regret renewing my contract with Vodacom.

I currently have no access to the internet therefore I am unable to receive/make calls or send and also receive messages on SMS, Whatsapp and Facebook.
I really find this unacceptable and totally unfair because I am unable to stay in touch with family and my work environment. Please fix whatever issues there may be. It reflects badly on your company and its policy.

Thank you in advance.

Hi

Sr190415-369555
This is now day 12 that I am without an internet connection.
Despite having escalated the request numerous times.
I have had to call the call centre every working Day since the 15 th of April, and have spent about 3 hours or more on the phone with them.
I have also requested that I be put into contact with the next person in the hierarchy, but have been ignored and diverted constantly. Fredlin Claassen is the manager that I have been dealing with, but he has not gotten me any results.

The call centre keeps on pointing fingers at the technical department, but claims that they cannot put me directly in touch with them or Stephan, whom is apparently assigned to the call.
Neither will the call centre put me in contact with his superior.

Please just replace the faulty unit if you can not figure it out.

This level of service is completely unprofessional.

Benjamin

Purchased a 20G day/20G night contract in February 2019 for R229 pm.
From March 2019 Vodacom have been charging R249 - explanation is that 'some tariffs have been increased'.
However, the same contract is currently available at R229pm.
So why am I paying the extra R20 for?
Call centre does not understand the issue, and can offer no explanation or option to correct the billing.

No service for four months.
I recently moved and had an existing contract for fibre internet. I began the process of relocating by sending in the needed details on 14 january 2019. As we heard no response we made numerous phone calls and was told on 18 february 2019 that our relocation process has only then been started. Eventually the outsourced company installed our line on 1 march 2019. As of then we have not been able to get our line configured by vodacom. We have made more than 60 phone calls to vodacom, including to a business operations specialist called precious skosana, who up until now has not replied to my previous 4 emails I have sent her. The last contact we had from vodacom was with her on 4 april in which she informed me that is a technical issue and that she did me a favour by escalating it to a "stephan" who is to fix the issue and a "kim" who is to activate/configure once it is fixed. She gave me a number for this "kim" but after hundreds of attempts all calls have been declined by her.
Once again we have phoned and emailed but no one replies or can help us configure this line!
How can I have been paying for a service for 4 moths without it working?

Good day, I went Vodacom Shop Mams mall. Just now after few minutes before 18:00, the store was already closed. We were told they wont open because they already cashed up. I told I have to speak to their manager who never came out. I waited for over 15 minutes without being attended to, because I cannot do a sim swap this time. Initially, I was told why would I do a sim swap this time. It the two of us, late who came to query her route that is not working and she was assisted and I did not get any assistance. The three of them focused on the router and ignored me. No one was attending to me. [protected] no one picked up this number, that put as their emergency contact number at the door. I sent inbox to vodacom shop on Facebook and no one responded.

Hi there
My name is Mariska Muller. I have recently taken out a contract from Vodacom under my fiancé name, NJ Groenewald.
So I wanted to keep my old number, [protected], which was previously also on a vodacom contract under my dads name, GJ Muller, and one of your consultants, Emil, from the Moffet on Main Vodacom told my that I could not keep the number because for some reason I had to wait for 3 months before I can use it again.

So he suggested I take out a new contract and he promised me that after 3 months I can keep that contract but switch the number to my old number. So in the meanwhile I diverted all my calls to the new number, which is [protected].

But I do not want a new number, I made it clear feom the beginning that I wated to keep my old number. I am a doctor at Uitenhage hospital and also sometimes goes to livingstone hospital and everybody uses my old number. Including all off my olf friends from university, family and basically everbody in my life.

I am very dissatisfied for being misled and I feel that it is unacceptable. The consultants are supposed to offer a professional level of service and are not suppose to mislead customers for personal gain, being it commision etc.

I would very much want the contract switch to be done so that I can keep my old number.

I would appreciate it if action were to be taken on this matter.
Thank you

Yours sincerely
M Muller

I called Vodacom businiess to request the billing from post to email. They gave me an email address vbs.[protected]@vodacom.co.za. I subseqently email them the signed letter with the request on the 23rd January 2019. I did not get a response.
When I called them back in March, they asked is I received an automated response. But all I got was a read receipt. Therefore there is no reference number for my email. I resent the email on the 11th March 2019. Another read receipt and no reference email. I called them back on the 9th April and they gave me another email address. ebured@vodacom.co.za. Same thing transpired. I called today 11th April and was asked to resend the email to the ebured email address and yet again another read receipt and NO reference and I'm told that they can access my email without the reference number to assist me.

Received sms from Vodacom on [protected] that "transfer of ownership order [protected] for your Vodacom number [protected] has been completed". The name Gerhardus Douglas was mentioned in the following sms. I immediately called the Customer care number 082111 and was requested to visit my nearest Vodacom shop. I visited the Vodacom shop at the Diamond Pavillion Mall in Kimberley where I am staying. They discovered that the transaction was wrongfully done by a person called Koos from the Vodacom Chat store in Klerksdorp. My names are Susanna Elizabeth Johanna Douglas and I did not request a transfer of ownership at all. At this Vodacom shop I was given the phone to talk to Koos who promised to rectify the problem. My vodacom account for February then showed an amount of ± R 969 which was not my normal monthly subscription of R389 and then I realised my issue was not resolved. I made several follow ups to Koos cell number [protected] via whatsapp and some calls where I pointed out to Koos that I wanted the full amount of ± R580 be paid back into my bank account. I then got a message from Vodacom on 04 March saying that they cannot get hold of me and that some documents need to be attached for reversal of cancellation. I did point out to Koos that I am not able to get calls at work. Only on 20 March I got a message again stating that credit has been requested for invoice H3-CTM22 and should allow 7 working days for approval and the "amount will reflect as a credit on my Vodacom account - this is not what I requested. On 23 March I went to the Vodacom shop in Kimberley again and they called Koos who said the accounts dept will call me. They called me after a while and lost my temper when the lady said I should submit my Vodacom account to proof the amount that was wrongfully deducted. I said they must have the account on their system - the line was quiet for a while and then the lady dropped the phone. I called the Vodacom Customer care line last week and at first requested that the full amount should be paid into my bank account. There was such a noise in the background and when I told the lady I cannot hear her clearly because of the noise, she just apologised and continued. I realised I am fighting a loosing battle with Vodacom and put a final request to the agent to rather credit my account for April with the full amount instead of having it paid to my bank account because it seemed as if it was impossible for Vodacom to rectify this error after numerous requests. Today 09 April 2019, I got 2 messages for my Vodacom bill of which the first one states a credit of R202.00 - STILL IT IS NOT THE FULL AMOUNT. PLEASE HAVE IT FIXED. I CANNOT ANSWER MY CELLPHONE AT WORK, KINDLY RESPOND VIA EMAIL TO [protected]@gmail.com

I have been frustrated with vodacom for a while now but today has to be the last straw! Called in this morning to enquire why I can't use my social data ticket after having depleted my normal data and was given steps to "fix" the issue. Did all of that and still nothing... Called again this evening to be "helped" by a very push and what I found to be a rude consultant(Thandiwe) who then put me through her team leader(Toriso) at the midrand centre. I have since asked for the call recording and was told that I cant get it. Rated the service after and then now I find that I can't make out going calls. Called customer care line AGAIN only for the voice prompt to say I have exceeded the number of calls to make to the call centre I should try again on the 2nd of the next month?!?...like a whole entire month!? On top of the crappy service I got earlier now I can't make calls at all. What if its an emergency?

I haven't even written most of the details but now I'm stuff with a network that depletes my data and I can't make calls to anyone.

Good day .

My name is phuthi Im a Vodacom network user and as much as I've chosen It because I love it and that doesn't mean that I had no other networks to choose but I've been ripped off by Agents who doesn't disclose all the Ts &Cs
1- I'm paying for contract insurance that I didn't sign up for .? I only saw it on my invoice on the App .
2- my monthly payment has increased from R1205, 57 to R1213, 99 How could contract increase? And why am I not notified?

This is not ON I want to pay what I've signed for when I take my contacts and I want my money back that was taken for contract insurance I don't want it .

CONTACTS = [protected]@GMAIL.COM /[protected]

I took out 2 new contracts, one Sim only deal which was R179 10gb data day 5gb data night, yesterday I received my data as 5gb day 10gb night, I took out a laptop deal R299 pm with 2gb data day and 2gb data night and only received 1gb data day 1gb data night, this is ridiculous cause I am not getting what I signed up for I want this to be corrected or I will give back the contracts

Good day

I have laid a complaint last week Tuesday, for a problem that Vodacom created.
still waiting for them to sort this, everybody just phone to apologize over the phone,
but the problem is still not sorted.

I took out a contract in December 2018 (24 months), I requested an amount (what is left on this contract) and also how many months, they did not come back to me about this, instead they have cancelled this contract, this was on the 18 March, since then I am battling to get this sorted out with Vodacom, Yesterday a gentleman phone me to apologize AGAIN and give me the necessary info that I have requested in the beginning, so now my contract is been cancelled, and this get dongle with 10gig data get used for a business. Still not switch back, because Vodacom did not know what they were doing, they added a cancellation fee to my bill? today i have received the quote, they added another few month, so now my contract expires in March 2021 instead of Dec 2020, and now the amount were R4532 for the period now is it +- R5900.00 - what is happening with this.

Please could somebody sort this out urgently

If you would like me to go through to the ombudsman - I will do this, if this does not get sorted URGENTLY!

many thanks
Marlene Swanepoel

26.03.2019
[protected]
12.45pm

To whom it may concern.

I would like to bring to your attention that I have recently become a vodacom contract user. I've been with MTN for many years and I had 2 year contract with Telkom but kept my same MTN number.
I joined your company recently as I wanted 1st hand experience with the network and importantly the customer service.

1. January/Febuary I called in to enquire about the monthly installment and was advised of the amount.

2. March a diffrent amount went off and I wanted to confirm.

3. Upfront before the call escalated badly he already displayed unprofessionalism and was rude in his tone about the invoice that he claimed I should be getting which I tried advising him that I don't get.

4. Titus gave me a breakdown and I needed clarity on the line charge which he become very aggressive of!

As mentioned above with the time and date provided I called "customer care" and spoke to a consultant by the name of Titus, I would like this called to be listened to as all my time I've dealt with contact centres - has a call ever ended in this manner. I was absolutely flabbergasted by his way of speaking and I do get that customers can be difficult unnecessarily but this gentlemen was totally uncalled for - stating that I am "jumping down his throat" that I'm not allowing him to finish and just speaking over me with no client-centric approach.

Please I urge you to listen to this call as I'm open minded about the outcome as stated above, I know that clients can have unreasonable expectations and I guarantee you that it's not who I am.
I feel this gentleman was extremely rude and uproffesional resulting in my whole experience with Vodacom bitter!

Z. Sulaiman

Number is [protected]
I have request from vodacom for this number a settlement so that I can see how money month is left on this number, and also what the amount outstanding is. I have phone vodacom to request this, after I have sending them a mail, so over the phone they have told me that the dongle and data on this were cancelled, no sure why,
This were cancelled last monday (18th march), by somebody at vodacom that does not know what they are doing... Why does vodacom employ somebody like that?
I did not want this cancelled, just looking for figure if I want to settle!
Since then I am battling for vodacom to put this back like it was, I few people have phoned me, and appologise, friday somebody phone me to told me his supervisor again send this to the cancellation department, so this were friday, so still nothing is done, I have explained to vodacom that this dongle and data get used for a business, this is a week later, again monday today, when is this gonne be sorted?
This is bad and I am very upset about this, now my account is also more as what is is on a monthly basis why? I do not understand this.

Please could somebody sort this out as a matter of urgency, as I have explained this get used for a business.

Marlene
[protected]

I keep running out of data, I top up then we have loadshedding and when I check all my data is gone. This happened more than once. I unplug and switch my router off before loadshedding every time. Please stop stealing from us. I posted on facebook and have had many replies from others also losing data, this is unacceptable. Maybe we must all lay a complaint to the ombudsman carte blanche and enca. Please give back our data! My 5g wifi number is [protected] and if my data is not back I will take this matter further.

I have been a Vodacom customer for many years. I am due for an upgrade as of December 2018, but as I was diagnosed with cancer in October 2018 and am undergoing chemotherapy since the end of November 2018 I was reluctant to go to the Mall at Pietermaritzburg because of exposure to large crowds and possible infections. I went to Vodacom at Victoria Road instead, selected the new contract I would like, but during processing, the lady assisting me selected a smart watch by her own error. She informed me of her error, and said the Vodacom policy was that any reversal took 24 hours to process, so she could not continue with my upgrade, and would I come back after 24 hours had passed. The next day was a chemo day for me, so it was a while before I tried again to do an upgrade. This time, I decided to brave the Mall, and went to the Vodacom shop at the end of February 2019. They were due to close that particular shop the following week and amalgamate with the other Vodacom shop at the Mall. I had all my documentation and proceeded to try upgrade with Sean. At the end of the process, with a signed contract and all documentation complete, he informed me he did not have the phone I had selected in stock; he would order it for me and phone me when it was available, but that things would be delayed by the shop closing down and amalgamating. So, I left without my new phone. He called last week Wednesday to say the phone had arrived and that I could come to collect it. This was now my third trip to Pietermaritzburg, just to get my upgrade. I arrived and Sean asked me to sign the contract. I wondered why, as all paperwork had already been completed. I looked at the pages he had flipped over to the last page, and realized that the first page was from the original contract, with the monthly fee of R279, but that the rest was a new contract, at R289 per month. I said that this was not the contract agreed on in February, and that the only reason I did mot have the February pricing was because he did not have stock, and that I was not obliged to pay more because it was now March, and Vodacom pricing had gone up. I tore that new contract in half because I do not agree to it, and left the shop. I will not do business in this manner, and I am sure this is not how Vodacom conducts business either. I have lodged a formal complaint against Sean with the Vodacom shop but have not had any feedback from them to date. I am now still without an upgrade, despite three trips to Pietermaritzburg, and I am very disgruntled with the service from Vodacom. Claire [protected]

I have been having major issues with the signal for the past few months and now it's is so bad the past week I cannot even make calls.

I am in strand area.

I have all the call time and data but unable to use it all in a month's time because more than 90% of the time I cannot use the phone / data/ call time, yet I pay for it every month.
Seems that now that they cannot take away unused data they make the signal so bad you cant use it all up.
Surely this is a breach of contract on their behalf, not supplying the customer with what is promised in the contract.