Vodacom
Reviews and Complaints

I did ordered online a rooter and a prepaid sim card to top up data. I received it on the 5th of September 2018. I struggled to connect the sim card and the lady online did a swim swap because she said they gave me the wrong sim card and number. I couldn't put data on and went to Vodacom Menlyn for hours. They said to me its an open contract and not one that I can put data on. This is not what I have order I want to cancel this contract immediately for a prepaid one. Can someone please help me? The invoice number is : E16513891. The lady online also said I have the new rooter sim telephone number since 2017. I only have my one cell number I think for the past 30 years.

Hi Vodacom-Complaints,

I firstly want to mention how unhappy I am with your upgrade process, there's is no honesty, truth and transparency when clients are phoned to take up upgrades and the terms used are misleading and inaccurate for one.
Late August I received a call from Vodacom informing me about an upgrade, never was I explained an amount of R317.00 will be debited on my account and never was I told when asked how much will the increase be on monthly basis, only to find out when I started querying about your IVR system notifications my account is in arrears. I then called Vodacom last week the 10th September how come and why is my account owing. The person who helped me, she confirmed, my account is not in arrears and told me how much went thru my account on the 4th September. This really brought to my attention that whoever sold me the contract, did not mention all this and that it was an upgrade when it was not even an upgrade on my...2276 number. I made then made a cancellation and the new phone was collected on the 12th September and promised by the after Sales staff, the account will be closed, my funds reversed and the new premium amount will be corrected before the next debit on the 20th September. I did a follow up today, only to find out that no cancellation was done, but the records shows the phone was collected. Also, how could I have been in collection if you debited my account on the 4th September? I need this to be sorted out asap. If this is not resolved, I will upload my concerns with the National Consumer Commission as I did with Telkom and report this to the public thru Hello-Peter. Customers' names are registered to ITC due to your incompetence when they no longer want to have business with you. It's unacceptable and I want this resolved. If I have to be hospitalized due to my blood pressure going up, I will surely open a case against you.

Reference: [protected]

Regards
Humphrey H.

I upgraded my contract with Vodacom in November 2017 and received the Samsung S8, the camera started giving problems with focus and clarity. I took the phone in to Vodacom shop at the Welkom square on 20 August 2018. It was send to Bloemfontein for repairs on job number [protected]. I picked up the phone on 05 September after repairs was done and I was told they could not find anything wrong with the camera but they replaced the battery and a LCD.

The camera was still the same and I send it back again to Bloemfontein on 8 September through the Vodacom shop in Welkom with job number [protected].
I was given a loan phone and was told that if there is any damage on the phone that I will be liable for any repairs. My phone was inspected and no damage was found on the phone.

On 17 September I went to the Vodacom shop to pick up my phone that was apparently repaired. According to the job card they changed the camera and the backglass.

Now the phone was send back for the third time for repairs.

I am very unhappy about this type of service from Bloemfontein repair center that could not repair the camera on the first attempt and after the second repair send me back a damaged phone.

What about my inconvenience due to being without my phone, driving up and down for the third time and still have to pay my account in full because of their incompetency to repair the phone and damage it while doing repairs?

Please look into this and give me feedback

When inspecting my phone I discovered that the phone's body was damaged

My son was hijacked last week friday and they took his phone. I stopped his phone and went to vodacom later that day to buy a phone and do a sim swop.

First the swop was not done whilst in store, then after going báck they "couldn't" do it till the next day as I did an upgrade, then the excuse became forensic.. And and and. I already have the new "upgrade" phone! Still no activation of the sim?

Plus... I did two upgrades! Only one delivered? Not even a call from vodacom!

Come today, I called again at 11am. Again I was promised a call back. Nothing. Then I posted on vodacom's fb page and got a respomse I must "pm" them. Which I did. Only to get this response now:

Good evening due to technical error the sim swap for [protected] will be processed on monday...
Vodacom

What more must I do? 10 days for a sim swop? And is only if it is sorted on monday! I will not leave it here.

How in the hell do yiu get from a cracked screen to a software update? JUST because my cell's screen is cracked I need to pay for a SOFTWARE upgrade. Screen = hardware? Google play is not cracked how can this be influenced by HARDWARE?! Vodacom steals our money this way. Id rather go to another service provider after my contract expired and go pay as you go from then on. This is bloody daylight robbery!

I have been unfortunate enough to have experienced this robbery for the 2nd time since I've been a Vodacom customer.
I made a call from my cell on Friday (September, 07th 2018), at around 20:25.
I have to acknowledge Vodacom for their stellar trained personnel. Every time you try to get assistance to resolve an issue, the Vodacom staff somehow end up making you feel like you're in the wrong. SMH. get the strap. Lol.
I have been losing airtime and data at an alarming rate. The first thing on eof them consultants do is point out, all the applications you have running in the background.
So I thought I have ensured myself by closing all running applications and even went as far as re-starting the phone. Been on the line for a good 8 minutes only to be told the same old story. Mad as I was, I thank the consultant and hung up.
Believe me when I tell you, today is the next Friday (September 14th), this is still the case. I load airtime, and (poof) gone it is, like last month's salary.
Have been real miserable lately but hey, what do I know? Vodacom are the best network out there.

Thank you for reading my nagging note.

One

I went to Vodacom in Beacon Bay to upgrade my contract. I enquired about the apple watch and the iPhone 6, there was a special request made to find out if they could bundle this deal for me. To my surprise a hour later I was phoned and told yes, Vodacom would do a special deal for me. It would take 3 days for them to order in the watch, they would phone me when it arrived. 2 weeks went by and when I contacted them to enquire as to what the hold up was, I was told the contract had not been processed. I was told they are now dealing with it and would be ready the next morning. It is now a month later, I have not even received a phone call regarding this deal. I have been a Vodacom supporter for 20yrs, this is the first time I will not be upgrading with Vodacom. Thank you for the terrible service, I will not be supporting you any longer. I'm shocked that I still receive smses telling my up due for my upgrade when you have dropped the ball! Terrible, terrible service!

I bought airtime this morning and it dissipated immediately. Called the call center and was advised they cant see what is taking my airtime. Advised will call me back - did so - but calls was dropped in my ear. Had to call back and was referred to a robot via sms. Got a call back and they told me my airtime was taken by internet usage. (Shocked) All my background data is restricted on my phone. Bearing in mind i know phones. Agent advised that they wont be refunding me. This is not the first time it is happening.

I had an account that was cancelled due to have long expired and the phone was wrecked.
I paid the account up to date at Shelly Beach where they cancelled everything.
I have a letter that states the matter is closed but now I am getting harassed by Melita Rowanthal from Burnard, Raaff & [censored] tel [protected]
for payment.
They received the info from Hammond Pole

Hi, Vodacom does not inform customers of data thats left. You use your data and when you want to make a call, your airtime is also finished. 500mb data and R145 airtime gone in less than 3 days. We need this investigated please. I use 500mb in 15 days + but this month on the 6th my data was finished and the out of bundle charges depleted all my airtime aswell. No notifications from Vodacom to say you have less than a certain amount of data left..

Good day

My Name is Hendrick account number I2987303.

i have a very big problem with vodacom. i had a contract phone with vodacom i cancelled my contact and i even emailed them to cancelled it then they told me in 2016 that i am owing R5000. to close the account which i agree that i need to pay settlement amount i started to pay the money in cash they gave me a certain number to use when i pay standard bank. one day i went to the bank to make a payment and the teller told me that my account doesn't exist. i called vodacom to enquirer the first consultant couldn't find my account on the system. i called again another consultant said my account its up to dated i have paid up the account its closed i was very happy to know that finally i have paid everything.

They can go back to their voice records as they keep saying its recorded its there they will hear me inquiring and they will also being told that my account is paid up.i even went to store to find out whats going on to my account i was told my account is up to date they cant find anything. by that time my balance was R1700 from R5000 i was owing.

nine month later i received a call from hammond pole i fought with them so hard because i was told when i was paying that i am up to date. i feel this was a scam or something. i took over four months Thabang Ndlovu was the consultant begging me to pay and it was now not 1700 it was like R2550. i refused because i know that its paid until February 2018 on the 25 i called vodacom they never wanted to hear any of my stories they just said i have to deal with hammond pole i don't even know this people who they are how they work or they are there to scam me more money or to collect what i was owing.

Anyways after be told my account is paid up now i am owing R3000 something double the money i was owing vodacom they don't care. January it was now R4919, i i started paying R500 from February that i don't even know why i am paying so much because my settlement was R1700 and its a closed account. Thabang gave me a discount and say pay only R3900 its month of love i end up agreeing to it .until July i paid R500 and R1000 total amount that i paid was now R3000. i asked statement the statement show that i over paid with R700 but the Hammond pole instead of sending me settlement letter they send statement that shows i am done paying vodacom with another letter that i am owing the R3100 the money which i don't even know where its coming from because the statement shows that i have paid up. even if they have calculated using the discount R3900-R3000=R900.

Vodacom harasses me with phone calls and messages to say my account is in arrears which it is not. I have repeated calls all day into the late hours of the evening to 5 different numbers. I have everything paid every month. Not one person in accounts is willing to stop these calls or even check that the system is not reflecting my payment because the main account holder is my husband who happens to work out of the country for long periods of time. He has on numerous occasions sent email when he is home to say that I can speak on his behalf but these are completely ignored. He has told them over the phone - should we drag out the recorded phone calls. The people in the accounts team are unhelpful and frankly useless. Rather then try and help they will pass me around from one department to another and then hang up on me when they deem it to be to difficult to help. You ( Vodacom ) make absolutely no allowances for married people where someone works away at sea. You wont even try to understand different situations. Your treatment of clients is the worst I have ever experienced of any service I have ever had. Then to make matters even worse you take away your email address ( probably because you are inundated with complaints you wont address over the phone ). Awful awful service

I have recently upgraded my contract, after being informed by Vodacom that I was due for an upgrade - as a result I am currently being charged for two handsets...this was not disclosed to me when I was informed by Vodacom I was due for an upgrade...the correct information should be given to clients as oppose to trying to milk us for every cent. I would not have upgraded had I known I would be paying for two handsets? disappointing service to say the least.

When I call the "customer care" line - I was told to lodge a complaint on the website...which conveniently does not have that option.

Olivia
[protected]

I have my Vodacom account on a debit order. My account was debited for R553.48 at 02:15 on 4 Sept 2018. Vodacom are saying my account in arrears. Catch a wake up.
Then it is impossible to call and speak you your consultants, no bloody option available to discus and clear the damn issue. Get your admin in order and stop making issues for customers who ensure they accounts are up-to-date.
An apology is required, please call me to apologise for your incompetence.

Date: 09 Sept 2018
Place: Vodacom Colonnade Centre
My Name: G T Ferreira
Cell number: [protected]

We went to the Colonnade centre because a S8 was freezing up and we could not get it going again. The first Vodacom outlet in the centre said it would take one month to six weeks for the phone to be fixed (Why? Especially in this advanced time of technology?) But mentioned that we could take the phone to the Samsung shop in the centre for them to fix. This we did, but Samsung needed proof of purchase, which neither of the Vodacom outlets could, or wanted to put effort in to supply. Surely Vodacom has integrated systems and surely any shop can pick up my transactions? So, we were snookered. Either hand the phone in at Vodacom and wait for up to six weeks to get it fixed, or go searching for proof of payment at home before we hand the phone in at Samsung. Arriving back at Samsung, the phone was fixed and good for use. The software just had to be reloaded. Thank you, Samsung. This is really special from you! So, I then bought a new phone at Samsung instead of going for the upgrade at Vodacom and I will possibly go to Cell C for a sim. This is not my primary account, but I surely do not want to deal with people who clearly are not interested to render a service. O, I forgot, they were very keen to handle the upgrade side of my concerns, but not the service part of it. And this has been my experience of Vodacom over the last years- keen to expand business, but that is where it ends. I have been one of your most loyal supporters, at one stage having had something like 7 accounts and being a Onyx member, but things went South to the extent that I now start agreeing with the guys who try FNB, Cell C and whatever else. Consistent service delivery disappointments lead to this! Ps, must add that the last few times I called your help line, your staff were very professional. A nice positive at least.

On 3 august 2018, I applied for a voip activation on my existing fibre account (no porting of numbers and on "pay as u go" basis). The service request number is sr180803-920968.

Many phone calls and a month and a half later... Nothing. This is the simplest of requests, yet zero pro-active calls from vodacom although promised on more that one occasion. This sr was even escalated to "management"!

Can I please ask someone at vodacom, if it is not to much trouble and if it would not interfere with your tea time at vodacom, to take ownership of this request, spend the 5 minutes on it that it will take to close this request and provide me with the necessary feedback.

Wish I wasn't in the category of "captive client on fibre"... I would have changed providers without even thinking twice... Pathetic!

Disaster Vodacom Service to Customers

Below is my e-mail sent to Vodacom complaints department with zero response to date. They sell easy, but have a zero response attitude to their customers.

Hi Vodacom,

Please confirm that you have received the cancellation of the above and below mentioned contract as at 27th August 2018 as I have had no feedback from you regarding my mail below.

Again it is proof of the disregard for customers of Vodacom.

Andre du Preez

From: Andre Du Preez
Sent: Friday, 07 September 2018 09:18
To: **********
Cc: Andre Du Preez
Subject: FW: Fibre Contract REF: Q180 ********** 25 (Vumatel) - Service Request SR180 ********** 77

Good Morning,

I am sending this mail to you regarding the very poor service received from your Fibre Support Department.

As you will see below and attached I have been desperately trying to get someone to assist me in cancelling this contract as per the mail below without any success. They keep on telling me that a Manager will be calling me to discuss the cancellation. I am not interested to talk to a manager as the damage has been done. I have been a loyal customer of Vodacom for many years and are very disappointed in the treatment I received from the Fibre Support team.

Please ensure that this contract is cancelled with immediate effect backdated to the 27th August 2018 when the request for relocation was done. I received a second relocation document as per attached yesterday with detail of this disaster of events.

Hope you hear from you soon with the good news that this contract is now cancelled and I am not liable for any further payment on this.

PS: Your opposition assist me in installing my Internet connection I needed within 24 hours.

Kind Regards,
Andre du Preez

From: Andre Du Preez
Sent: Thursday, 06 September 2018 11:02
To: ********** ********** Zano Madolo (VD) ********** Vumatel **********
Subject: RE: Fibre Contract REF: Q180 ********** 25 (Vumatel) - Service Request SR180 ********** 77

URGENT

Hi Vodacom/Zano,

Please assist with the immediate cancellation of this contract as I have relocated to an area without fibre and Vodacom was informed via their ********** support and as per the attached on the 27th August 2018. They informed me on that day that I can in the interim get a router and ****le for the same price. After many calls and e-mails to the fibre support, I was informed on the 4th September 2018 that assisting me was not possible and thus I insist that in view of the BAD service provided, you cancel this contract with immediate effect dated back to the 27th August 2018 when I reported my request.

I am extremely disappointed that no one from Vodacom had the decency to call me to discuss this matter and assure you that I will never deal with your fibre department again and ensure that my whole network is made aware of this.

Please confirm back to me that this contract is now cancelled. I tried to call your cancellation number today at ********** and this is also out of order.

Andre du Preez

From: ********** ********** < ********** **********
Sent: Monday, 03 September 2018 11:45
To: andre.dupreez
Subject: SR180 ********** 77

Good day Mr Du Preez,

Please find your completed relocation form for your records.

Kind regards

Vodacom FTTH Team

Some company called me on behalf of Vodacom and upgraded all 3 of my contracts whereas they were only supposed to upgrade one contract. Beware, Vodacom is doing illegal activities as I did not authorise. I am trying to call and calls just drop.

Today, I tried upgrading my handset after 6 years of using the same handset and I am told that I cannot because I am only due for an upgrade in 2020.I had the same attitude when I was billed approximately R3500 for data usage last year and I was told that there is no way to determine whether I actually sued the data. I just have to pay those costs to Vodacom

Hi

Vodacom

Please go and have a look at this contract YOU (VODACOM) have committed FRAUD and abridgement of contract 4 Months ago that as per the consumer act give me as consumer the full right to cancel my contract as of immediate affect that I did with your call centre, due that your staff is too lazy to do their work and you as service provider commit FRAUD like this I don't want to make use of any of you services as this an't the first time that VODACOM have done this to my account.

Now you want to list me at the Credit Bureau

Also give me a detailed recon how you get to this amounts as I would like to have the detail per month as when this contract started as well as a signed copy of this contract, as well as a detailed report of the airtime been used per month on this contract.

I want a credit for all the airtime on this contract that I did not use to date.

Vodacom Notification99581_I1148849_1

On 17 December 2016 I cancelled a contract by email as I was instructed, submitting my ID number and all the documents they asked for when I enquired. I followed up multiple times and also logged the cancellation by calling them. On one call in January 2017 and they did confirm that the contract was cancelled, the reference for the call was [protected].

In February 2018 I was handed over to debt collection which was a shock, and gave them all the details proving that I had indeed cancelled. THey then handed it back to Vodacom.

However I have discovered that Vodacom has blacklisted me (placed a misdemeanor on my name). I've been trying to get hold of Vodacom since but they do not engage on email anymore it seems, at least I haven't been successful. I'm really not sure what else to do and it has a huge impact on my family going forwards. The contract number was [protected].

I would like for the misdemeanor to be cancelled and ideally to receive an apology for so much time and inconvenience.

My email is [protected]@gmail.com.