Vodacom
Reviews and Complaints

I have had my account with Vodacom since the 1990's and over the last 4-5 years had my Daughter Kristine [protected] on my Contract as part of my Divorce agreement, this has now ended and she has to go on her own and have her own account and must be removed from my account with imediate effect.
But I can't get anyone at Vodacom to do anything all I can get is a electronic voice option which is no help and quite frankly useless, and no help with real life issues.
My Account No is I0054864-7
My Cell No is [protected]
I am now in the United Kingdom.

I contacted Vodacom by phone approximately week ago to ask if I could upgrade by cell phone. I was told I can and the consultant proceeded to assist me telephonically. I was told that I would receive a sms confirming the upgrade. The sms did not come that day but I realised that evening when telling my son that I was busy upgrading my cell phone that he had received an sms to his phone. (I have been the main member for a number of years and always had a Red plus package, and my son who is 19 years of age has a much cheaper contact under my name). I was alarm and disappointed. I was firstly concerned that the wrong contract was being upgraded and secondly disappointed that a day had passed that was wasted since my son had not known to respond to the sms that was sent to him in error. I called Vodacom Customer Care that same evening and was told that they were not able to inform Upgrades department that the main account holder was incorrect on their side. They said I should call Upgrades the following day. I cannot understand why Vodacom Customer Care cannot inform another department under their own umbrella regarding an error. Why should the customer call again?
After informing Vodacom again that I am the main member and confirming that my contract was being upgraded and not my sons, Vodacom again sms'd my son the day my handset arrived. When my son did not respond, the consultant from Ram Hand to Hand couriers tracked me down by phoning my ex-employer to check if I was still working there so my phone could be delivered. When the delivery happened (fortunately I happened to be home by chance) my address was incorrectly spelt. A comedy of errors. I then called Customer Care again to inform them that they still have the wrong information about the main telephone number. I then preceeded to go to Vodacom Somerset West Main Road to ask them to transfer my information from one handset to the other and while I was there I told the consultant helping me that I understand that my son's contract is also up for renewal and while I waited for the data transfer I asked to see a book of the current offers as my son is an i-phone fan and I wanted to check what was on offer. While looking through the booklet, I saw that there was an offer on upgrades to a Samsung Galaxy Note 8 (which is the phone I had just upgraded to). I saw that a voucher to the value of R300 was being offer for the purchase of a genuine Samsung product such as a screen protector. I asked if I could qualify and the consultant said I should call the upgrades dept. When I did, I was told that I don't qualify as I purchased 'online" and the offer is only for customers who visit the Vodacom shops. There is no where in the book where it states this. To me, Vodacom is Vodacom. I had to call Vodacom upgrades, order the phone, go through all the errors made by Vodacom, wait for the phone to arrive and then couldn't understand why I was not able to qualify for the R300 voucher. I will in future encourage people I know not to call Vodacom to upgrade but rather go to the shop where the service was very friendly. I have been a loyal Vodacom Customer for years and am extremely disappointed in the bad service received.

I load Data and Airtime once a month. I don't switch on my phone during working hours since I am not allowed to have phone on. When I get home I use Telkom Wi-Fi to check for WhatsApps and I use airtime if I need to phone for emergencies. My airtime doesn't even last me a week and it's gone.

How is this possible? 1g data also gone within two weeks. Can you please investigate and let me know what is going on? I request a refund on my phone please.

Good day. I hope that you are well. On the 9th of August 2018, I have applied for a contract with Vodacom, the phone applied for was a Huawei P smart, for R249 a month. It was partially approved for just a sim, the Consultant Roderick at the CradelStone branch, advised that he will send the documents through for review, and get back to me. Each and every day, I need to contact the Vodacom offices to follow up, Vodacom never contacts me, for updates. Since then I have also received an sms to say that I have fully been approved, but the wrong phone, for a Samsung J1. Roderick from Vodacom advised that there was an error, and he doesnt know how to fix it, Can some sort of manager assist him, in order to get the right phone onto my name, in order for me to get the phone that I have actually applied for. A full week has lapsed, and still I have not received my phone, and the contract is not in place. Is Vodacom going to help me, or not?

On 9 August 2018 I upgraded to a new cellphone Samsung J4. Two days later I went back to VodaCom Canal Walk to explain to the manager that this particular cellphone doesn't have a notification light eg. receiving messages. I sed to him I want to take this cellphone back but he refused because I already used this cellphone. My contract plan changed from Smart S+ to Smart S. Now I'm using my previous cellphone which is Samsung S5 mini. Meaning I pay will pay more as from next month as before.
What am I suppose to do about this situation?

discovered that I am being billed for some kind of entertainment service. I NEVER subscribed to anything. On my bill it shows as "VodafoneL p-squarem-games-c-01" This needs to be stopped straight away and funds need to be returned to me. I dont know how long this has been going on. My number is [protected]
Please contact me at [protected]@hotmail.com

on the 6th of august i phoned and applied for a contract online and i was told to submit paper work to Sameera Chetty which i duly did.On the 7th she asked for the documents again which i sent through.on the 8th she didnt want a certified copy of my id as she wanted a normal copy.On the 10th, 11th and 12th i follow up for feedback with no answers, she replied on the 13th saying i must phone in and speak to Amelia, so i phoned in and spoke to amelia and amelia never had a clue as to what was going on, but she will get sameers to call me in 5 minutes.of course i never received the phone call back and i again had to phone in the next day, to which sameera told me she handed it off to an agent who will call me.I then spoke to christopher who said he is waiting for feedback.Keep in mind this has taken more than a week now.Only to get told later in the day its declined.

I think for being messed around so much, vodacom could do something and get this approved for me the contract in question is only a top up contract of 250.00 per month

I had taken out a contract and I was told that I will be receiving 200 airtime monthly however I have only received this for about 2 months and afterwords I am receiving 152 airtime which is not on because I am paying a certain amount to my contract in order to receive the correct airtime however this is not happening. I was told that a certain amount will be deducted for the contract but after a while you guys have been taking out more for the contract. This is not on... What pathetic services from VODACOM

On the 2/08/2018 I went to the Canal Vodacom branch to pay my cellphone account. I was referred to the express till and Informed the consultant that I would like to make a payment of R3200. I swiped the card it reflected approved on the machine and I received the sms of the transaction. The consultant then informed me that the payment didn't go through due to a system error. I told her that it went through and showed her the sms. She said their is nothing she can do because they didn't get the funds and told me it will be refunded immediately. I then swiped my card again and the same situation repeated. I became extremely frustrated with her and she went to speak to the a team leader which was useless and didn't even bother to get up and assist. I then phoned the company that administers the card and he confirmed that the payment went through to Vodacom. I gave the phone to her so that she can talk to him.

She then thereafter called the floor manager by the name of Nigel Woodman. He told me it often happens and he can guarantee me the payment will reverse within an hour. I informed him I wanted a letter stating what happened as I am not convinced. He then went to fetch a manual card machine that that transaction when through the terminal and the system.

The two payments never reversed I then contacted Nigel and informed him and he asked me the statements were the payments are reflecting etc which I send to him. He phoned me back to say its not reflecting on my account and there is nothing he can do. He didn't even bother to investigate further than my account or even phn the finance department to check if its reflecting on an exception report. I am out of pocket with R6400 and if this matter is not resolved I will escalate the matter the ICASA for resolution.

My contacnr is [protected]

My vodacom contract has been aprooved for upgrade. However the contract is on my mothers name, I pay the contract and I am in possession of the cellphone. When vodacom called my mother for authorisation, she approved however didnt know the address where I am currently staying because I moved in april this year. She asked vodacom to phone her back. We have since tried to call back ourselves, but vodacom says they work down a list they will call her again, we dont have to call. This is 4 days later, really poor service! Especially after us trying to make contact from our side numerous times. Mrs C Harrison. [protected]

I am forced to formally complain about the contract I recently opened with Vodacom at Cellucity, N1 city branch.
In the beginning of July 2018 i took a Sony Xperia L1 phone with a R60 airtime plan for my husband.

The first experience started when the device was out of stock and will have to wait for the phone, this was okay at first as we are understanding customers. We then had to contact the store to find out what's happening as we already waited a week with no update or feedback. They said we will be contacted as soon as the phone arrived from the Blue Route branch. Eventually about 2 weeks after being approved, we then received confirmation that we can collect the phone. We paid for the connection and the once off payment when we collected the phone.

A week later the phone started acting up and we realised that this happened after the software update as the phone was unable to use the media applications. We were within the 7 day warranty and was advised this is due to software and to be sent to the repair centre.  We were given a timescale of 7 working days. We waited a little over 2 weeks, to find out that the shop was too incompetent to, have communication and feedback to me as the paying customer and to just get this issue resolved.
Eventually they gave a brand new device as they said this  shouldn't happen again. We stated that the issue isn't hardware so if this phone needs an update it might happen again.

By this time we were careful and did the update on the phone again as the phone automatically updates on WiFi as normal as any other device that requires software update. The same thing happened yet again. By this time the first payment went out for the phone and contract.
We only had the device for less than 2 weeks and paid for a month including an additional once off fee that was already charged at the collection of the phone.
On 7th August 2018, we spoke to the manager in Cellucity, Sam. She referred us directly to the Vodacom repair store(Canal Walk) manager, Aneesa. We explained ourself again and was told by Aneesa that she will have to escalate this as we were very clear that we don't want the same device as its been giving us problems since we got the phone.

Today we called Vodacom Repair Centre in Canal walk to get feedback and was told that they will have to give us the same phone again because its not hardware related!
I am paying for something i am not able to use due to software issues which is beyond my control and frankly not my problem .

I am a paying customer and i shouldn't be going through any of this nonsense bull crap at all! You are my network provider and if there's any manufacturing issues it shouldn't affect me as the customer. I dont want that phone because the software is the same problem doesnt matter how many Sony L1 phones you give.. its been giving the same bloody problem and it seems like no one gets that!

I want to be compensated for everything i paid including me having to call in and ask for feedback when you should make contact with me. I also want compensation for my petrol that i have to use getting to these places for help which is inconvenient to me and i haven't received an apology for this [censored] experience. I want a different phone as i was promised i will have that option when the team from Joburg provides the credit for an alternative option.

Vodacom the best network is not showing the best service right now and i am very very very disappointed and utterly disgusted in the long winded process because i have to pay and im literally being said the same thing everytime... Wait 7 days. Send to repairs. Use a new like for like phone. Check it. Same [censored] happens then again wait and send to repairs. When will this ever stop?

I have been billed for a Basebone Chatback Silver subscription when i never requested it. I do not know what chatback silver is and don't have such an app or games on my phone. This is fraudulent and illegal. There have been many complaints about Basebone and Vodacom should not support fraudulent companies or activity. I want a full refund dating back to June 2018.

Good afternoon

I am writing this email with the hope that you will take the time to read it and respond to it. My mother, Yvonne Bester have had numerous problems with Vodacom and still no word or assistance from you. She has taken the time to document every correspondence and encounter with your company:

1. 3/10/2017. I called at your Eastgate Vodacom shop and spoke to Thabang.
I lodged a complaint in regard to the high account. It was far in excess of the normal charges.
I requested that all extras on [protected] be cancelled, to change it to "pay as you go". I requested that all "toggles" be removed from the account as it has never been used.
2. On the 1ST November 2017 the numbers [protected] (R 109.00) and [protected] (R109.00) still had not been cancelled. On [protected] (R464.03) Smart L Subscription you were requested to "Down Grade"
3. On the 3rd November 2017 I went to Vodsashop Eastgate and again requested that the numbers [protected] (R 109.00) and [protected] (R109.00) be cancelled.
4. On the 3rd December 2017 the numbers [protected] (R 109.00) and [protected] (R109.00) still had not been cancelled.
5. On the 1st January 2018 [protected] WJA Bester was still not cancelled. 2 GB MBB 24 months Top up on [protected]
6. On the 1st February 2018 you were again asked to cancel [protected] . I was at Vodacom East Point and paid your account.
7. On the 1st May 2018 [protected] was on Smart Top up X S + R157.39
8. On the 12th May 2018 I received 8 texts message on my above phone in 30 minutes. I went to East Point Vodacom shop and requested urgent assistance. Nobody at your shop bothered to look at my phone to establish what the cause was of the data drain. I was told to phone. I spoke to Petunia, who advised me that she would phone me back. This was not done. Cancellation toggle PLEASE --- Lita Data dispute [protected] Refence No. [protected]
9. On the 13th May 2018 I received a text message that outstanding balance now R 18 000.00.
10. On the 14th May 2018 at your Data department, Yolanda and Travis undertook to look into it. 0821946.
11. On the 1st June 2018 a dispute was lodged again with Puletso.
12. On the 7th June 2018 I received a discount letter from you for R 10 605.07.
13. On the 7th June 2018 I received a letter from Vodacom: "We will credit your Vodacom account with R10 605.07 Charge H 9-988 FS R 13454.76. Discount awarded R 10605.07 including VAT. " I also received the following message " Please check to ensure that there is no unsent e mails in your out box as SAMTP protocol usage in May 2018 Kind regards Claude"
14. Since the beginning of June 2018 my phone was blocked! I could not phone nor send text messages or e mail dispute data and air time bought.
15. I have now remember that aouth the same time as my Vodacom problems started, I had to call in my IT consultant to help with emails not downloading. He discovered that there was an email with lots of pictures that blocked the inbox. Once he removerd this email, my ADSL line was open and redy for use.
- My question is now - In all this time I phoned in and went to Vodacom shops did ANYBODY bother to look into why the problem was there? Why didn't anybody help a pensioner with little or no knowledge of "data usage" and "airtime" or even how a phone works? I keep on getting the same answer = "Please phone customer service".

Can you please see to it that my mom gets the proper assistance and help she needs and UNBLOCK her phone PLEASE! She has a very successful guesthouse that she runs and cant do her work properly without mobile access.

Will appreciate your speedy reply and assistance

Refer to my previous email send 14/06/2018 on which I have till today not received any feedback or confirmation.

I made payment to wrong Vodacom account and discussed it by phone with Nomsa. She said I need to sent an email to [protected]@vodacom.co.za and this were send but still no response. Somebody did phone me to upgrade on that account but they couldn't help with my problem.

Please have somebody phone me urgently on [protected]

Good day, where do I begin I have been a customer for over 20 years with vodacom and is committed to you're service and light you guys shine out towards the public and in general a well maintained company. Let me start on the 2nd of august 2018 I received and sms that my data on my line [protected] was depleted, and is impossible I only use my phone during the day on whatts app between my workers I contacted you guys and spoke to one of you're colleges regards this and they credit my account with 5gb and I was very happy with the result, about an hour later I received the same message saying I have depleted my account-once again there is no way, the same instance one of my other numbers [protected] told me the have only used there phone on whatts app have lost 500mb. Never the less I phoned again and it where escalated to data department which was fine because I needed where the problem occurs, some time later I received an sms my account was accredited again with 5 gb and I was very happy, about 2 hours later I received the same sms, I phoned again and explained the gentleman said he would credit my account if he can with 5gb, some time later I received an sms it "will be credited for 7 days" which I never received. My problem is we need to sort the problem not the symptom.

Okay out of data on my main line I started using my vodacom wifi router which I never use because previous times according to vodacom we run out of data and end up paying a fortune even if we have an overspend in place and if you phone then all of a sudden there is no overspend in place, come on who would be such an fool to let the happen if you read of it all over facebook etc. I am so furious at this stage I run an security business and need to be in contact with my technicians all day, most of the time im in my office using the wifi, monday the 6 aug 2018 I was on my way to jhb for business and please remember without data according you guys I used my wifi gadget which one again I hardly use, I look at the screen and saw it where on 6gb in a question of 30 min then I realized something is wrong I pulled of the road and open my app on my phone and saw the account where on R 23500 almost got an hard attack, last year the most recent we also went threw the same and also an overspend in place I also had to pay extra after a lot of complaints etc. My plea is to you I will be taking this further if I don't get any positive results that is not my fault even after once again putting a overspend in place for the how many times, and the best is when I phone and complained on the 6th aug 2018 the lady told me she can can see there is an overspend in place and can't answer me why it went over to so much?. According to the last gentleman it would be escalated higher please can we act asap towards this thx so much God bless

Franscois du preez
[protected]

Good day

I have purchased a deal last year November/December that included a Flight centre ticket worth R5000(S8 Samsung), I was told I was going to receive a link/code that I need to redeem at any flight centre branch. However none of this transpired up to date.

I have been to Vodacom Canal Walk branch, where I purchased the deal, and they took my number regarding this matter, nothing happens to date.

I would like to know who do I as the customer go about receiving my voucher/link.

Kind Regards
Shihaam
E: [protected]@outlook.com

On 19 July 2018 I received a called from Vodacom Online offering me an upgrade on my cellphone number [protected] (top up of R365 for cost of R275 no handset included). After listening to what the sales agent offered me I accepted the upgrade package. The sales agent concluded the sale my reading the terms & conditions which clearly stated I may cancel the upgrade within 7 days. On the 25th July 2018 I called Vodacom Online to cancel the upgrade as I was offered a better deal at a Chatz Cellular store. The agent then informed me that she would send the request for cancellation and somebody would also call me back. Vodacom Online does not provide any reference numbers when I asked for 1. On the 30 July I was held up at gun point and my handset was taken, I called 082111 to block my sim and blacklist my handset (case no. 365/7/2018. Langa Police station contact details 0216958000).

On the same day I visited Chatz Cellular Ottery to process a sim swop. On the 31st July I went back to the store to check if I was able to do my upgrade for a new handset deal the sales consultant advised me that an upgrade was only ready processed and I was only able to upgrade in 2020 again. I logged a call to 08211 and the service agent advised me that no cancellation request was processed.
She however logged the call and provided me with a reference number 1-34204208189587 @ 16:20. On the 1st August 2018 I called Vodacom Online again and spoke to another lady that advised me the cancellation has been processed and it will take up to 7 days to reverse. I this point I was not happy as I was not informed about this cancellation window period as the initial call only stipulated I may cancel within 7 days. One of the Team leaders form Vodacom online informed that he would look into the matter for me and check if the cancellation can processed sooner than the 7 days. On the 2nd August the team leader called me after 9.00am that morning and said that the cancellation cannot be terminated immediately and I would have to wait for the 7 days. On Monday 6th August the sale consultant that called me the very 1st time advised me that the upgrade was reversed and I could go in store to do my upgrade. I called Chatz Cellular Ottery after this call and the sales consultant advised me that a not was left on the system to cancel but they are waiting on the handset to be returned. If you look at the top of this message the upgrade offer was not for another handset but only more airtime at a discounted price. Today 8th August I was at Chatz Cellular Ottery and the store managed advised me that they cannot do the upgrade due to the note left on the system.

I need this upgrade to be reversed asap as I need a new handset and I want to process my upgrade @ Chatz Cellular Ottery as the service this store offers me and my family is world class.

If someone is able to please contact me via my mobile [protected] or via email: [protected]@gmail.com with a resolution to my issue.

I do not want to cancel my contracts with Vodacom as I have been a customer of them for about 10 years and the services they offer is always great and I never ever have issues with this service provider. It seems that the 3rd party however has dropped the ball here is not creating a very good impression on me for future business with Vodacom.

Regards
[censored]hmie Solomon

i bought airtime for my cell phone number with Vodacom but i made a mistake with 2 digits.

Vodacom customer care says that they cannot help me. FNB bank also says that they cannot assist to reverse the payment.
the number is on voicemail so i asked Vodacom if it is active and they told me it is a contract number which i believe they can deduct from and send airtime to my cell since its their number as well.

please assist

Thobile simelane

I was called by Vodacom to upgrade my data contract and was promised 3gb data and a router for R99. When I received the router, I called Vodacom and was then told it's only 1gb. I cancelled the contract ([protected]) immediately (as it was still within the 14 days in which I can cancel) and Vodacom collected the router. Ever since then I am billed the R99 and its get deducted from my account by debit order. I phone Vodacom every months to complain, with no response. I thus have no other choice as to complain on each and every social platform until I do get a reaction from Vodacom. I thus have no other choice as to complain on each and every social platform until I do get a reaction from Vodacom. I also cancelled the upgrade on my cellphone [protected] and asked it to be month to month, which also did not happened.

1) Date of incident - ongoing
[protected]

3) Description - Expiry of airtime. When airtime is carried over from month1 to
month 2, the new airtime allocation is used first and thereafter the airtime carried over from the previous month. The airtime carried over from month 1 is lost in month 3. By using the the new allocation first en the carried over airtime next, thus ensuring that carried over airtime expires. This is a unfair business practice.