Vodacom
Reviews and Complaints

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.

This past Wednesday I experienced a rapid loss of data-around 8-900MB to be exact. I have used vodacom for over a year, on the same phone, with the same settings. Tech isn't my strong suit, so I don't make any changes or unknown subscriptions/downloads.

Typically, it takes me one month to use 1GB of data. I had recharged between the Sunday-Tuesday before this past Wednesday, August 1, so I wasn't even close to using up my data. All of a sudden, I get rapid fire texts notifying me of my data amount dropping below 600MB, 250MB, and then all of a sudden to 0MB. I did a quick 100MB advance to try and figure out what was wrong but that was used up in minutes. I stopped in to purchase 1GB, and again, within 20 minutes it was gone. I called 082-135 and the gentleman I spoke with told me that he would open a case for me (A2-B0GS-MXP14A), and I would be refunded 1GB only if the issue was on Vodacom's side. Within 2 hours, I received a full refund. I was not notified in any way as to what the issue was, but I assumed it had been a Vodacom issue and had been resolved since I was fully refunded, again only if they found an issue with Vodacom service. Thursday passes by as normal. I was on wifi for the majority of the day, but the entire evening I was using data and had no problems.

On Friday I was at home on wifi all day, but when I switched to data for only 5-10 minutes when I receive a notification that I am under 600MB. I immediately switch back to wifi, call the same customer service number, and speak to a different woman who verifies all of the information I told her. She then reports that their system is reading my phone is using 4G, but I was looking at my settings and it read 3G. She advised I go to a shop in person, so I visited the Fish Hoek location the next morning. I left my data on airplane mode until I entered the shop. I showed one of the staff members who checked out all of my settings, subscriptions etc. While he was holding my phone he received the notifications that my data dropped below 250MB and then below 58MB within 2 minutes of each other. He verified that all of my settings were completely fine. He said he would speak with a technician and call me back later. Before I left, I asked him if I would be able to receive a refund, and this gentleman assured me multiple times that yes, I would be reimbursed.

I never heard back from him for the rest of the day, so I went to the Constantia location the next day-Sunday. At this point, I was entirely out of data. There, I showed my phone to two gentlemen who did an even more extensive evaluation of my iPhone. They advised that I call 082-135 one more time in order to have my 1GB reimbursed once more. I called the help line but the message machine said it was out of order, so I waited until Monday to call again. There, I spoke with yet different employee who heard my story, checked with her supervisor, and reported back that they can't keep reimbursing me. At this point, I am shocked because I had already been reimbursed for this same issue and three different employees at two different Vodacom locations also verified I needed to be reimbursed. I am passed to this woman's manager, who proceeds to tell me that my original reimbursement was out of 'Good Will', according to their system it is my phone that is using up all the data, and that they are unable to refund my 1GB again.

I asked this gentleman multiple times then in what instance of missing data would qualify a customer for reimbursement, because apparently my case didn't qualify. He never gave me an answer, and only told me that they will not be reimbursing my data. I reported to him that Multiple Vodacom employees, including one that I spoke with on this very line, had informed me that I should be reimbursed and that I needed to call this number to do so. He completely refused, only offering that I call back the next day and talk to his manager.

I have to report that this was completely unacceptable customer service from start to finish. I spoke with three different representatives and one supervisor on the 082-135 help line and three different Vodacom employees at two separate locations, and not one person knew what was happening with my data. Additionally, the supervisor was the only person who refused to refund my missing data. While I completely understand that I would have lost the data at my own expense if the glitch was from my phone and not the service-this was not communicated to me. I only found out I was reimbursed because the original service provider I had called decided to simply give me 1GB instead of following through on the investigation as promised. I am completely appalled at the unprofessional behavior of this gentleman who decided it would be easier to give me data than to solve a new problem because, as it were, I am now being asked to pay for the same issue that I started with. I am also extraordinarily frustrated with the lack of communication and/or training between Vodacom employees, as I was told a plethora of information, none of which was apparently correct.

As the paying customer, I find this lack of communication and 'paying off' using data, for lack of a better term, completely reprehensible. My problem was ignored, I was told multiple times I would be reimbursed while yet not a single employee was able to determine the issue with my phone (I bought yet another 500MB today and once agani lost it within 20 minutes), and then when I ask for my 1GB refund, I am told that I was only given 1GB of data in the first place because someone decided not to do there job.

I regret that I do not have specific names, because I am sure not all Vodacom employees exhibit this level of incompetence. I used Vodacom for 8 months in 2017, was out of the country for 6, and resumed serviced mid-April of this year. I used the same phone with the same settings without any issues, so I am saddened and frustrated that I was treated so carelessly by the employees on the 082-135 help line. I will not fault the employees in the Fish Hoek and Constantia stores, as they were extremely polite, friendly, and helpful although unable to resolve my issue. However, they apparently were misinformed on reimbursement policies, and I find it unacceptable that the payer customer was misinformed from a variety of sources.

Thank you for your time and patience in listening to my inquiry. However, I expected much more from Vodacom customer service, and I regret to say that if I cannot reach a compromising solution with Vodacom, I will have to take my business to a more reliable service provider.

I buy a lot of data monthly, sometimes over R1000.00. I normally buy R149.00 (G)

The past days I bought R29.00 data and within in a half an hour it run out.

I do not have any apps open.

I registered with the Vodacom app, but once I log in there is always a not "the service is not available, please try again later".

You cannot get hold of any consultant.

I feel to complain at "hello Peter" and change my prepaid to Telkom .

I am so unhappy.

I am complaining about the services received from Vodacom Shop Marian Seloane, I requested a complaints line, contact number and email address she refuses to give me this information, does not respond to my emails, has a bad tone, screems at me. this shop sold me and my family our celphone and internet devices.

I have logged a complaint with the Rewardsco company a router was sold under false pretences to my father, I get no feedback there

I have lodged another complaint with Rewardsco company a router was sold to my mother she gets billed for this every month, she has received NO device.

on top of this - you as VODACOM gave our details to this company. I did not give permission for any marketing to be done on any account. I will like to see the marketing consent. ASAP

I think we will settle these issues in court then. ans I insist on a call back from the Store manager to apologise for the way that she has treated me.

I signed up for fibre 20/2. Vodacom did not deliver what was promisee. After lodging a complaint I waited 2 weeks when I received no feedback I cancelled. This was on 26 April. Since then Vodacom has one story after another and till today they are holding the line hostage. Preventing me from getting another provider. Vodacom has no regard for their customers. My ref SR [protected]

On the 19th July i called through to your online sales department for an upgrade. I saw in the magazine that I could get a iPhone 8plus with a rechargeable pad and 10gig free data.

I confirmed via sms that I was happy with the order.

I called through on the 27 th July to follow up on the order and was told it is with dispatch in the warehouse. I informed the guy that my new contract is supposed to start on 1 August yet no sign of the new device. Can he give me more information as to whether I will receive it on time. it is at the warehouse he informed me.

I called 3 august to find out what was going on. The lady told me she was going to call the warehouse to find out what was going on. She came back to me after waiting for a while, only to be informed that the rechargable pad will NOT be sent as there is no stock and that I should go into the nearest store to redo my upgrade.

1 - False advertising that you sold me a product that was never available. I will find out which organisation to report this to. I signed up for a specific order and was then told to cancel it and see what else is new in August.
2- I was never informed of this, instead I had to follow up
3- I informed her to get someone to contact me with an explanation to why my upgrade is not happening - I am still waiting.
4- I did the online ordering as it is easier for me than going into a store and be ignored for 30 minutes standing around and then still pay R150 for the terrible service.
5- No one bothered to inform me of the process and what was happening. It was expected that I would follow up, yet when you want money and to irritate your customers with new contracts and upgrades you call and want money.

This kind of behaviour is not acceptable and I expect to know what the problem is with my upgrade that I ordered and not cancel it for your convenience as you dont have stock.

Regards
Alison Fabe

I have had the misfortune of signing up with Vodacom Fibre Installation Service request SR180725-899478.

It has taken them over a month and still no installation.

What's more disappointing is their staff and their incompetence to provide even a simple date as to when I can expect installation.

Surika...JD... Theo Stander. ... these guys do not know how to do their jobs!

On the 28th of May 2018 I contacted:
Address: Vodacom 4u, Patriot Centre
New Street, Paarl, 7646
www.vodacom.co.za

To request the cost of Fibre plans. I received feedback the same day which was great service.
I live in 11 Volendam Estate, 6th avenue, Wellington, 7655.
Fibre was installed in 2017 in our security estate.
My husband and I made decision on the 8th of June with which plan we wanted to proceed with and informed the Sales consultant to proceed with arranging the installation dates.
We were informed that we will be contacted via an sms service regarding the scheduling date and time for installation.
From the 8th of June to the 7th of July 2018 I followed-up every week regarding the installation, but the Sales Consultant kept informing me she is following up with head office regarding the scheduling dates and do not know what is the hold up.
On the 7th of July 2018 I made contact again and then decided I am also going to call Vodacom directly on 082 1904 as this was getting ridiculous not getting answers! I was informed there where numerous Sales orders on Vodacom's system - one was pending approval and one was cancelled. By this time my husband and I was sick of waiting. I asked to cancel everything and to start over the process again directly with Vodacom with the hope that this will be sorted out quicker. I mean really how difficult can it be just to schedule the appointment for installation! the Fibre is already installed in the complex it just needs to be installed in our home!
Weeks have passed again, numerous phone calls costing me a fortune, every time the consultants I talked to say they can't see why the Scheduling department is not getting back to us etc. and they will escalate it to the managers. But this has also not helped one bit. I demanded I want to speak to a Manager to resolve this terrible service and experience I am having with Vodacam, I mean we have not even started to use your service and the experience was already so terrible and such a big let down - the consultant I spoke to promised a Manager will phone me back the same day, but it has been more than a week now and still no call back from anyone at Vodacom.
The worst of it is that we can't contact a different service provider to install the Fibre as Vodacom installed the Fibre in our security estate. So our hands are cut-off if we want Fibre, which we really want.

This is my last reference received - SR [protected].

Is there anyone that could help us?
Kind regards,
Tanja Rossouw

I have tried to apply for accounts on numerous occasions and I have been declined, due to having a R70 outstanding balance with Vodacom, since 2007/12/27?! I know for a fact that this account was paid in full and R70 is an amount that can easily be written off...?

Besides this, according to my knowledge and understanding, if you have debt (if you have defaulted and not paid), older than 3 years old and no one tried to contact you with regards to this debt and they did not hand you over, the debt has prescribed and you cannot be held responsible for the debt anymore. This is more than 10 years already!

When I phone Vodacom, they say that they don't have an account for me... And when I explain my situation, all of a sudden they find something, BUT still aren't willing to assist me! I even went to Vodacom in Middelburg Mall to find out if I can just pay the R70 to get it off my name, but they can't find an account on my name and therefor they cannot take my money, because they will have no where to allocate it to...

I need this to be taken off my credit report ASAP! And I want a letter from Vodacom stating that I don't owe them anything!

Your URGENT response will be highly appreciated! If I do not get any response within the next 24 hours, I will report you to the NCR and the Ombudsman... This is ridiculous and unfair!

I recently upgrade my cell nr [protected] and receive an HP Laptop.
I still haven't received the product code to use the excel and word applications. Can you please help me with the product code. The deal was done at Vodacom Shop Kuruman. Due to this product codes not supply to me the laptop is to now use for me. I did visit the relevant shop to assist me, but it I haven't been help at all.

04 August 2018
[protected]

To Whom It May Concern

I am very disappointed in the service I got this morning from Vodacom, I called using number 082 135 (Customer Care) at 08:41 and selected to speak to an consultant my enquiry was as following:
I have purchased a 3GB Dstv Now Video Bundle
I asked the lady twice to assist me on how to use the service till my surprise she dropped the phone in my ear,
I called back the very same lady assist and when she heard it was me with the same enquiry the phone was dropped for the second time.

So here are my the facts:
I know that nobody attends to complaint emails at Vodacom.
I have 9 Active lines under my personal name with Vodacom that costs me R3945.49 every month.
I am a customer for almost 11 years now.
I wanted to open Business lines in the future but it wont happen because I am going to MTN when all my lines expire in 2020, because of lack of Customer Support.
I feel that Vodacom's attitude towards me is "Just Another Customer"

Regards
Selmare Hitge

On Friday the 27th of July I check on my phone on the vodacom app the balance on the data was over 17gb, and the airtime balance was over R300, I do still have available on number [protected].
On Saturday the 28th of July, when I wanted to use my i-pad i saw that the balance on the number was zero on the data as well as on the airtime.
On Thuesday I phone the customer care centre, reported it and I was helped and they assisted me by checking all the settings and helped me with 1gb of data.
I really appreciated it, but my concern is that all my data from over 17gb was depleted as well as the more than R300 of airtime that was still available on that number.
I am not happy with this.

Good day

I would like to express my dissatisfaction with the level of service l have received from Vodacom. I am a Vodacom data contract subscriber and have been with Vodacom for over two years. I recently applied to have my personal details changed with Vodacom - namely, to change my identity number from my Zimbabwean passport number (which I used to sign up for this contract initially) to my SA ID number.

To effect this change, Vodacom has made this seem impossible. I was told to go to a Vodacom shop Service Centre and went to Tech Zone (Shop number 131) at Festival Mall in Kempton Park. I was told to fill in a Customer detail change request from there on 20 July 2018. Today, 01 August 2018, I decided to follow up on the progress of the application. Firstly, I was waiting for over an hour without being attended to- twas chaos, service was exceptional unprofessional. As if to prove my point, some customers decided to leave the store without having been served due to the lack of service. I was given the number for the Vodacom accounts department by one of the staff members roaming around in the store as I was not being served. After calling the number (082 1946) I got a shock as my request had been despatched to the wrong department. At this point, I have been waiting for 9 working days for a request which doesn't even exist! The call centre agent with whom I spoke (call reference number [protected]), said he'd escalated my query to the correct department and that it should be resolved within 72 hours-which l no longer have considering the fact that l have been running in circles. It became patently clear to me that Vodacom doesn't value my business - they have more important clients than myself.

It's important to note that customers should be treated with priority - without customers there is no revenue. Customer is King says Peter Drucker-management guru, even if l am paying a cent every month to Vodacom, l am still a reliable customer and never skipped payment of my bill and my account is always up to date and this is what l get from Vodacom for my loyalty. As for the staff at the service centre, they should be ashamed of themselves, they surely don't know and understand the reasoning for leaving their homes in the morning to come to the shop - to allow a customer to the leave the Vodacom shop just because s/he was unattended it brings the level of service down.

Please let me know if my business is still required or if l should take my custom elsewhere where it could be valued

Please note, l have posted a copy of this mail on Hellopeter.

I had an account with vodacom however last month I requested tge account to ve closed has vodacom has been taking money out of my account like they own it.. Than I contacted the call centre the girl I spoke to was thabo she tols me mam u can buy the account fenish within the next 12 months as the amount will increase and u will then pay 305 per month obly to follow up that no arrangements was done. Am really disgusted by the service I will never use vodacom again il put uce on hellopeter and any other social media let poeople can know about your cons

I phoned Vodacom in April to cancel my contract as my contract ended. I have spoken to countless people and STILL MY ACCOUNT GETS DEBITED...why is my account being debited when the contract ended? I want my money back from April. R330 for 3 months. It's utter nonsens that no one at Vodacom can or could service my request. If you don't get my money refunded I will complain on Hello Peter about Vodacom's bad service.

I have been a Vodacom customer for over 8 years, me and my husband. Never have I claimed screen insurance, but about a year ago my husbands CAT phone screen chattered and his CAT speaker were not working so they send us a new phone. Now my CAT S30 that I have now for over a year screen has chattered and I have send it in for repair on the 26/06/2018, the Saturday 30/06/2018 they phoned me and said that my excess payable will be R150.00, I said that it will be fine, it would take 2 weeks for my phone to be repaired (at Polokwane). I phoned Vodacom Lephalale on the 12/07/2018 to hear if my phone is back from repairs they said no my phone was send back unfixed because I have not paid the excess, the 17/07/2018 I went and paid the excess of R150.00 at FNB LEPHALALE MALL BRANCH, VODACOM SHOP LEPHALALE MALL, send the proof of my payment to Polokwane repairs so that my phone could be fixed! Today 01/08/2018 I went to the Vodacom Shop Lephalale Mall to hear what is going on, my phone is still not fixed because now there is a problem with the IMEI number! Best of all they could track my phone with the job no that they gave me I am so upset what am I to do. The service is pathetic! The day I took in my phone I begged them that is very important that they fix my phone as soon as possible, because my father have passed away and I needed my phone with thing that had to be organized, now I have to sit with the loss of my Dad and very bad and disappointing service by Vodacom they just keep on giving me the run around.

Kind regards
Hope that U can help me with my situation

Sent: Wednesday, 1 August 2018 10:06 AM
To: [protected]@vodacom.co.za; VSP LEGAL SPECIALIZED COLLECT ; [protected]@vodacom.co.za; [protected]@symok.co.za
Cc: [protected]@icasa.org.za; [protected]@ICASA.org.za
Subject: FW: EC-1KKP-225C1D
Importance: High

VODACOM,

Why is this taking so long to resolve. I was promised that within 3 working days this matter would be finalized and still nothing. This has been going on from December 2016 when I had initially sent my cancellation form in.

Now two years later you advise that I am handed over yet my contract came to end in February 2017 with more than sufficient notice. Porting was successful yet your cancellations department never actually cancelled my contract but created a ghost number accordingly to Legal (Bridgette) which ended up accumulating all these costs.
VODACOM is an absolute joke, the service is unprofessional and communication is clearly non-existent. What has happened here is highly illegal and unethical which is now why I have included ICASA in this matter. ICASA ID Love to hear your opinion in this matter.

VODACOM you cannot create ghost numbers when porting was successful and sufficient cancellation notice provided. Then to add insult to injury not only was sufficient notice given and porting successful but VODACOM continued to debit my account until May 2017 to which I placed a stop order against. Then your false Ghost number continued to accumulate these costs (whereby I am NOT Liable for), handed over and given that I am a signatory for my employers bank account this is a serious matter.

I have tried on multiple attempts to make contact and send emails but this falls on deaf ears apart from the same automatic email that you are in receipt of my mail. What utter nonsense.
Complaint has been posted on http://hellopeter.com and on http://ComplaintsBoard.com also no success.
This clearly shows the kind of service Vodacom is providing to their clients.

So to recap for your convenience:
1. Cancellation Letter sent to Vodacom December 2016 (Copy Attached)
2. Ported from Vodacom to Cell C February 2017 (I still own this number to date)
3. Stopped Continuous debit orders in May 2017
4. Vodacom Legal handed me over and listed me with the Credit Bureau
5. I now need a paid up letter stating the matter is resolved and the error was on Vodacom's behalf not Mine
6. Clear me with the Credit Bureau. I have always had outstanding credit rating and because of VODACOM im now [censored].

My patience on this matter has run out. Please can someone actually do something about this.
You choose your profession not me, in saying that should you not have the passion to do your job ethically and with proper turnaround times to resolve this matter.

REGARDS

Olivia Redelinghuys

After following the correct procedure to end a contract after it's has run out, a mistake on Vodacom's side led to the process not being completed and me getting billed, now on a higher tariff. After being promised that the problem was recrified, and the data cresit reversed (meaning that I didn't use one single bite of it) they still deducted the money from my account. Which means you made a mistake, and then stole from me in the process of trying to rectify it. Know that I will not leave it here and I will take it further. Do not contact me on this matter except by email, since your phone opperators obviously cannot be trusted.

I checked data available at 0:01 today on my phone via Vodacom app. I had 500MB expiring end of August and 500MB end of Sep. I also had 963 MB expiring on 3 August which I bought 1GB once up. In order not to waste the latter, I put my phone on data and watched a Youtube video or 2. Suddenly the credits which were valud till Sept disappeared. I only had 700MB left which expires on 3 August!
Who gives you the right to use my data which expires later and leave me the data that expires in 2 days!
Please respond otherwise I shall escalate this daylight robbery during nighttime.