Vodacom
Reviews and Complaints

There was a sim swap done on my phone number ( morning of the 27th August)
I received a notice of a sim request late afternoon on the 26th and I informed Vodacom that evening that I didn't initiate such a request. My phone call to them was between 18:00 and 20:00.and Vodacom should have a recording of it. Later that evening I received notification that the sim request had been cancelled.
Late the next morning I noticed my phone was immobilised, so off I go to the Vodacom shop in Galleria and the young assistant gave me a new sim card free of charge and it was reactivated at 15:19.
The assistant at the Vodacom shop said that someone from customer services would contact me regarding the unauthorised request but nobody HAS!

That morning our account a the bank gets hacked for R4950-00 and guess what, the sim swap was used to gain access.

My last month debit order we unpaid. I tried paying it online and in the branch, it kept saying incorrect account number (my Vodacom account number). I was in Parow centre to purchase something and decided to go into the branch to make the payment. My contact is due for an upgrade so I wanted to clear the arrears.

The staff at the branch are friendly, but seem to be focused on friendliness and sales rather than educating customers. I made the payment 03/10. Today is 06/10. I just left cellu city without a new phone because there's a penalty for an unpaid debit order?

I don't mind that and I completely understand but why didn't the staff at Parow centre Vodacom add it to my payment I made by them? They didn't even inform me of the penalty.

Now I must wait longer for the upgrade

Please educate your staff, train them. I am in customer services too and I expect nothing less than the service I give to my clients. 😒

Cellu city at n1 city is the best Vodacom store to deal with. The staff members are knowledgeable and go out of their way for their customers. I am currently dealing with Chantel (I used to deal with Dylan who has now moved to waterfront branch).. Chantel is an absolute super star! Dylan and Chantel definitely set the standard level of service that all Vodacom stores need

What
happened:
In 2017 October/November we upgraded a contract for my wife at our Vodacom
shop in Richardsbay located in the Boardwalk, Ground floor. Cell number
[protected]. Upgraded from TABLET Samsung to P10Lite hauwei.

We were helped by a consultant with the name of KG, which did the upgrade and
had us sign the needed paperwork. I was asked if I want to take out insurance on
the hauwei and we said NO.. He was doing everything electronicly so we trusted
that every thing was in place.

We have a few contracts with MTN and Vodacom so the invoices is never the
exact amount you sign up for, it's with extras like SIM and ittimized billing so we
never immediatly checked only in Feb /March we started receiving invoices via
mail, then realized we were still paying insurance on previous device ( Tablet )
.We have been charged for tablet insurance that was added on our new account.
We have been in and out of the shop about this. We went in again after a few
attempts to sort out in August. August we went from one service consultant to
another. We have ended up going almost weekly. In September We ended up
speaking to the same consultant that was now promoted to assistant manager for
the shop. He remembers the upgrade done and admitted that he never told us
about cancelling the old device or giving us any paperwork to cancell old
insurance. It was hectic the day we upgraded, he said. He promised to get back to
us and resolve the matter but with no Luck we never hear from him. We have now
been speaking to the Main Manager, a week later phoned him again, he also
promised to get back to us. According to the Manager he instructed KG to
phone us on 26 Sep.. never hear from them .

Who in the right mind will continue paying insurance and waist money like that...i
didn't know about cancelling insurance that it was a CLIENTS RESPONSEBILITY.
Surely the consultant is sitting with details in front of him doing it on computer..
and should have made sure we know about it.. we have been with Autopage for
years and have never had any problems with upgrades or insurance.. insurance
should have picked up they are charging for old device and new contract .

We are Very unhappy CLIENTS, Because of a consultant not doing his job
properly we end up losing money, as well as Managers and assistant Managers
that are not able to resolve CLIENTS problems .
What I want: I as a customer of Vodacom would like to be refunded all the money paid on the

Insurance that was not cancelled. I would also like Vodacom to make it part of
their consultants job to inform CLIENTS of this insurance cancellations issue.

I also think Managers need to be trained on working with CLIENTS and their
problems.
User account
email
[protected]@gmail.com
3 / 11
Francois Van Der Walt complaint against Vodacom - Billing - case 5885766

Processed upgrade on 27 Aug 2018 and received upgrade on 28 Aug. Called to advise of issue with the phone on 4 Sept 2018. Phone only picked up on 17 Sept to be taken for inspection. Was advised on 24 Sept that upgrade will be reversed. Upgrade reversal processed on 27 Sept. My Upgrade Due Date has not been amended back to the original date for this year. After a week of back forth calling to multiple departments I am still waiting for an answer other than it has been escalated. The upgrade that I took out was a Huawei P20 on the UChoose Flexi 220 that came with a Huawei Y7 2018 with a UChoose Flexi 60 sim card for R629/month. That deal is no longer available and the Huawei P20 on a UChoose 220 is now R659/month.

I would like them to revert the upgrade date back to what it was so that i can re-process my upgrade. I would also like the original package that I took out, which was a Huawei P20 on the UChoose Flexi 220 that came with a Huawei Y7 2018 with a UChoose Flexi 60 sim card for R629/month.

Brent Voges - [protected]
Upgrade Reversal REF: [protected]

Good day
I have been struggling with Vodacom since the 17/09/2018 to get a migration request attended to and a request where i have been double charged for months on my Fibre bill. I have called the call centre on numerous occasions where I have to hold for almost an hour and still have no Joy.
The service from vodacom is really pathetic.

Kindly sort out the issue.
I Hazis - [protected]

When I upgraded my contract in April 2018, I was firstly misinformed about the deal. I was promised a handset with a speaker. When the handset arrived (all was arranged over the phone), it did not include the speaker. So I contacted vodacom and they said that if I am unhappy, they will collect the phone and send me another one with the speaker. So the phone was returned. Waiting for the new phone over two weeks, (I was promised 7 days), I phoned to find out where the phone was. They then explained that that the package offer that was promised to me with the speaker does not exists anymore and I need to do a new upgrade. Fine, I did the new upgrade and they promised me the other upgrade was cancelled. This was now already May 2018. At the end of that month, I receive an invoice with two handsets billed. I contact vodacom and they say it is because I upgraded to soon and I still need to pay two months for my old handset. I was sure that I wasn't to early with the upgrade and as far as I know, the old handset gets settled when you upgrade. Anyway, I left it and the debit orders kept going off with the extra handset. After the fourth month (July), I phoned vodacom again. This time somebody realised what I had been saying all along - I have been billed for 2 handsets. They promised me a credit for all the months that I was incorrectly billed. The credit on all these months accumulate to me not having to pay my august installment. but still, It was not credited and again added to august and september's invoices. My debit order get returned unpaid beacause now I am in "arrears". Again, I phone vodacom. They assure me that the credit has been done and will reflect on the next invoice date. My phone gets barred because I am in "arrears". Three times I had to phone to just get the phone unlocked. And again, this month my account gets debited with a double month of incorrect billing. Again the debit order is returned because it is to high. Today I phone to again resolve the issue but now it is even worse. Vodacom has now canceled the double handset, but added an amount of 6000 for the balance of the contract! My account now reflects an even more exorbitant amount in arrears of R11000! And still I am being assured that the issue will be resolved. Ridicules is not even the right word!

Good day. About 2 years ago Cellsure contacted me regarding screen insurance. I was told that I get 3 screen replacementa per year at no cost.
Now that I want to claim first screen damage, Vodacom tells me I have to pay excess fee as whell as difference between screen price and insured amount.
So I requested the phone recording where the sales person in detail mentioned that there is no cost on my side. Its been a week now and I still have not heard fron them.
I need the phone repaired urgently, but Vodacom refuses to honor the phone agreement.

I have been a Vodacom customer for over 25 years, I have also recently moved ALL my phone contracts to Vodacom, and to top it off I just recently added Vodacom Fiber.
The worst mistake ever, for many years now I complained that we cannot get signal in our house, we need to make and receive our calls outside. We have been promised that Vodacom is putting up NEW towers in the area and it will be sorted out soon, till now nothing has happened, this of course is MANY MANY years later. One month ago I connected Vodacom Fiber and since day one we have been complaining that there is no signal, we have an extender and even this doesn't help, if you stand next to the modern and do a speed test it is 100%, if you move more than 2 or 3 meters away from the modem your signal drops, I had a 4MG line inn previously and could down load a movie with NO Buffering, now with a 50 MG line it Buffers every 2 minutes. My last complaint was on Saturday 29th September, this was a 45 min complaint. I requested that a TECHNICIAN needs to come out to see what the problem is, I was told that the complaint would be forwarded to the necessary department and that someone would get hold of me on Monday, It is Thursday and I am still waiting. If this is not resolved by Monday 8th October as per the consumer act, Vodacom can come remove there modem, I will also move my 4 phone contracts over to another provider.

Good day. On Friday I went to Vodacom in Retail Park, East London SA to get myself a contract phone. A man working there named Denver Schmidt said to me that they were offline and can't help me & they also have to order the phone. Please note that they were not offline ! On Monday 1st of Oct i went back to the Vodashop and asked if they are online and can i take out a contract on my name. Denver said he can help me and after he went through all my paper work he stared at me saying "Vodacom denied your application." I was very distressed and was wondering why. He said he will phone Vodacom and find out on Tuesday. He was extremely unprofesional, and did not care. Denver never phoned me back and later that day I went in to Vodacom again to find out what is going on. Denver was not there and another lady helped me, then only i found out that Denver never submitted my paper work into Vodacom at all! He lied to my face saying my application was denied. After speaking to tge Branch Manager, i heard that Denver has done this plenty times before and always claims that "vodacom is offline"not to help customers. Why wasnt anything done about this before ?! And worst of all, why is this man still employed by Vodacom ?! I am extremely upset about this, since after they spoken to Denver regarding he's lies, he still did not care!

i have been emailing the vodacom branch in port elizabeth in greenacres.
i do not get any assistance from them. they even gave my device back after it went to repair centre broken! and now they still want me to keep the device.
can you please give me an email address, where i can forward all the correspondence, so you can see what they are doing.
3 June 2018
ITNER MULLER
[protected] Contract number

To whom it may concern.

I have been a loyal customer for more then 20 years. Been from prepaid to contract through Altech autopage then directly with Vodacom.

Now my contract is due for upgrade and what better way to spoil the wife with a new Samsung Note 9?

the in-store packages and online packages are not the same, but the inline packages gives a Samsung gear for the same price as what you would get only the phone in-store.

so i called customer care line to guide me through the process of getting this phone and gear on the same current contract number.

Only to be disappointed! they state i cannot take out this upgrade due to a low credit score?!? For many years my credit score has been in good order with all my accounts and credit cards from the different bank.

So who are they (Vodacom) to decline me this?

Could not attach my Transunion credit report and rating for all the accounts i have...due to the file uploader that does not allow PDFs?

Feeling disappointed in Vodacom for actually telling me my account and moneys payable is not enough!

Feeling like cancelling my contract and taking my business elsewhere!

Please advise on the way forward?

J-P Jordaan

Good day
Hope this email finds you well.
My name is Sihle Bonga Nkala and I don't have any contract with Vodacom and I don't have any agreement with you to deduct my bank account.
Can you please clarify because this it is so annoying to have such deductions . My account on the 1st of October had the following deductions R97.85, R97.85 and R262.86 and R148.94.

Kindly treat this as a matter of urgency .
Hope for a positive regard
Mr S B Nkala

Just over a week ago the vodamail service was down. After I deleted my whole mail box and re-installed the details, the service started working after a day. Vodacom confirmed they had problems. Now since the 28th of September I cannot receive any mails. I cannot even access the website. It keeps giving me the same error.

The login details entered are incorrect.
Please verify your Username and Password and try again.

I have in the interim changed my password on the Vodacom website and on all my devices but the same error keeps coming up

Please do not even consider Vodacom Fibre, they cannot deliver what they promise, satellite branche Tableview Mall are absolutely useless. We are still waiting for installation after many different excuses . Now suddenly after composing a note note from branch contract cancelled with no explanation. Disgusted please do not deal with these incompetent people

Third complaint! still not sorted out 5 months later!
Ref no 1: sr180 * 24
Ref no 2: sr180 * 94

Again got a call from accounts, again another month charged to my account! what the hell vodacome! sort this out now!

First complaint 15 aug 2018, still waiting for credit on my account and you just keep adding charges to my account!
(15 aug:) still not sorted out!

I signed up a few month ago for fibre 20mbs line, vodacom then installed the incorrect line (4mbs) same as what I had at the time! when I phoned to query this, they told me that I completed the application form asking for a 4mbs line! why on earth would I sign up for something exactly the same than what I have and pay double the price cause it fibre! they then appologized and said they would send someone to correct the fault, 2 months down the line, I am still waiting for someone to "upgrade me", I then asked them to cancel the line all together and come and remove their modem and equipment that I dont want! they have not contacted me at all! I received a sms from mbd attorneys today saying please pay r1989 today on your vodacom account to avoid being blacklisted! what the hell? do not sign up with vodacom, its a scam and the service is pathetic, no updates, no calls, no cancellation request, nothing! but they want the money! which I refuse to pay!
I want this bill credited and your equipment removed vodacom!

Have had problems with Vodacom for the last 4 months, have been mailing and calling to the customer care email (everyday now!) address but now I think they are tried to cancel my contract which you did not do until i decided to reverse my money since it like you were doing delibaratly for not cancelling my contract with vodacom so that you keep deducting my money . I am now wondering why you had to put my name in the credit burue for the contract that i had finish paying, i need explanation to this

On the morning of 2 October 2018, I bought data over the Vodacom App. I chose the Double Your Data option - 1GBx2 for 30 days. When I pressed proceed it showed an error. When I went back into the app to try again there was suddenly 1Gb data and the R150 airtime was subtracted from my airtime. However I did not receive the double data amount. Please assist in uploading the leftover 1Gb to my account as I would not have taken the option if it was only for 1Gb since this will not last me the entire month. I have uploaded screenshots of the data balance currently on my account and the offer I chose.

Please note the offer did not mention night shift.

Thank you very much for your time and assistance.

On the 15th August at 11:35am and cancelled my contract it took me 9min 22 seconds, only to get charged again at the end of the month. I then called again on the 4th September at 10:20am and asked why it was not cancelled and was told that they had no record of my cancellation and that they have now done it and I should get a refund within 7 days, this call lasted 11min 49 seconds. Surprise surprise but I have yet again been charged and have called again on the 1st october with no one answering

I have a fibre device with vodacom and the device hasnt been working since it has been installed i have logged many calls but still i have an issue nobody is helping me with my query and its very frustrating i call everyday into the call centre i keep getting told i will recieve feedback but nothing this is my first contract with vodacom and it is my worst experience ever.

On 24 September 2018 Vodacom gave me a router and 2 technicians took 30 minutes to configure the router. I was told as soon as my Fiber has been active, I will have internet. I have since called 12 times to explain the Fiber is working as confirmed with SADV. SADV also called Vodacom with my SR number:[protected] & [protected] to confirm my fiber is active. I am sick and tired of call center agents not listening. Each one just logged the call again that the fiber is not working. All I want is a technician to come to my house and investigate why the router is not working. Vodacom cant even pick up their own router! If I don't have anyone from Vodacom to work on the router within 24hrs I will just cancel the contract and move on to a company who is actually interested in helping their customers. This was the worst experience I ever had with any call center and service provider. I have reported this on Hello Peter and will not recommend Vodacom Fiber to anyone. This will also be posted on the community Facebook page to warn people to stay away from Vodacom Fiber.