Vodacom
Reviews and Complaints

Despite many attempts to sort out my query with Vodacom's call centre absolutely NOTHING has been done to refund an amount incorrectly billed.

Vodacom Call Centre closes queries without sorting out the problem. They make false promises to revert back to you and call you which never happens.

Always have to spend more than an hour on the phone with a new consultant explaining the issue AGAIN!

I have had a terrible experience with Vodacom and even when I eventually spoke to the Manager of the Business Support Centre, Lerato Mokgatle, she assisted in understanding my query however after other hour on the phone when I asked her to solve/ escalate the query and just send me an email setting out the Reference Number and The Query, she put the phone down in my ear and failed to phone me back.

So now I have a situation where Vodacom has incorrectly billed my account and they have no interest in helping sorting out the problem. I have recordings of the conversations I had with each consultant and emails proving the aforesaid facts.

I am disappointed in the service of Vodacom and will never refer any person/client/business to use their services as it below standard and one of the most frustrating service providers I ever had to deal with.

If anyone has any suggestions for me?

I find the conduct and service of Vodacom unacceptable

My account number for my contract with Vodacom is I5825151-1 and this expired end of April.in March I called to discontinue the contract and I received confirmation of such which shows I had nothing to pay to vodacom. I did not receive anything from my subscription in May as I had cancelled the contract but to my surprise I was a R1008 at the end of May. I called vodacom and 1st agent told be they charge in arrears which I disputed and logged a service call (Ref: S4-VBPS-SPG2). I got a call from another agent telling me that it's for my handset since there was an upgrade done in July 2016 when the contract was still under the company for which I never received the handset. She said the contract was suppose to expire in July, I questioned why I was never informed of this, why they allowed me to cancel my subscription before the contract ended, whether there is a different date for the handset and subscription which she could not give me an answer to. She said they would credit me half the amount and she is going to drop the call which she did. Soon received SMS notifying me my service call has been closed. I am not happy with this conduct and would like straight answers on how this happened and all my money back.

Yesterday my new phone suddenly said there was no signal. I tried restarting me phone, did a system update and even tried a different sim card registered under my name. Nothing worked! I proceeded to vodacom in greenstone to find out if the problem was with my phone they tested ot and said it was both my new sim cards! I asked if I can do a sim swop to my previous number that was on contract but was stolen 8 may 2018. I was then told that they can't do that since that number was prepaid+ its a contract phone) and that the number was deleted last year august! Yet I used it until may this year and received airtime, sms and minutes on the contract. There was also fraudulent activity on my account where another number was switched to prepaid (yet they still deducted the money from my account)

Vodacom sent a notification on 23/11/2016 WARNING - PERMANENT DISCONNECTION OF SERVICES on account NA024149-5. I contacted Vodacom on many occasions and sent them the proof of payments that were never allocated to the account, only to discover that they disconnected the and added the capital amount and the remaning subscriptions on the account and handed me over. I am currently disputing the amount handed over as I have proof that I made payments in advance before they disconnected my contract. I am currently being pestered by debt collectors who are not in a position to assist as they are of the opinion that Vodacom should sort this out but unfortunately I cannot get hold of anyone at Vodacom to assist. In the meantime my credit rating is being negatively affected. I am now trying to explain to the debt recoveries that we did pay the account and that Vodacom failed to allocate the payments and handed us over in error. I have attached proof of payments for this period. I would like Vodacom to allocate the payments and reverse the outstanding balance of subscriptions due to their error.

Thank you.

I have been struggling with high billing with vodacom since 2013. Mostly due to out of bundle rates. I wanted to cancel my contract in march 2018 and spoke to a staff member telephonically on the 26/03/2018. After much convincing, he advised a change to the red premium package and told me that there would be a top - up option to lower my chances of having out-of bundle rates charges.

Surprise, surprise another hefty bill from vodacom this month (whether or not I use data). I contacted the red crew line and the upgrades department who then told me that the staff member not only upgraded my contract, but put me onto a price plan with even higher out of data bundle rates and is an open contract. This staff member sold false information about this price plan. As a result i'm further bound to paying exuberantly high rates to vodacom for another 24 months.

Honestly, I would like to cancel my vodacom contract. I will not pay any cancellation fees. Your staff members are now brazenly selling lies telephonically and binding us to contracts that are ridiculous.
I have received no help telephonically, I have been sent round in circles.

I have been a Vodacom prepaid customer for as long as I can remember. My phone was stolen on Sunday and I went to the Eastgate Vodacom shop on Monday evening to do a sim swap. I was served by the most unhelpful woman I have met this century. My ticket number was S134 and she was at counter 3.

First she told me that she would probably not be able to do the sim swap as "the system was probably down" as she had been trying to do a sim swap for another customer since around 3pm. (This was between 16.30 and 16.45).

She asked me for proof of res and ID which I produced and she did not as much as look at it. Then she asked for my frequent dialled numbers, of which I gave her 5. Then she told me she needed 6. Told her I could not give her at which she proceeded to ask me for R1.00 for a sim card, told me to call 136 and she was done.

I walked out of the shop and called 136 from the phone in which I had just inserted the sim card and got a message saying I should call 082111 for a sim swap. Dialled that number and got the same message saying for a sim swap I must dial 082111.

I went back into the shop, was asked to queue again and this time got ticket S136 at 16.46. As I walked to counter 13 to be assisted, I was accosted by the young lady who asked what the issue was and when I explained to her what was going on, she took y phone and dialled 082111 and gave it back to me and said "listen to the options". Needless to say I walked out very angry.

This morning (Tuesday) I got to work and dialled 082111 from my work phone, was answered by a helpful lady, who asked me a few questions and told me to take the sim card out of the phone and insert it after 3 hours when the sim swap would be ready. That simple and easy.

I will not be visiting that Eastgate shop in the future

Dear valued customer,

Thank you for your e-mail communication received. Your reference number is EC-1J8G-3P44G7. This is a standard e-mail response so please do not respond to this e-mail.

Please contact us or visit us for Frequently Asked Questions at www.vodacom.co.za/

We look forward to further communication with you.

Kind Regards
Vodacom

-----Original Message-----
From:Elsabe Potgieter;
To:[protected]@vodacom.co.za;
Cc:
Subject:Fwd: Fraudcase

Sent from my iPad

Begin forwarded message:

From: elsabe.[protected]@live.co.za
Date: 13 March 2018 at 9:23:12 AM SAST
To: retentions.[protected]@vodacom.co.za
Subject: Fraudcase

Hereby I, SE Potgieter give you 20 days written notice to the effect ( section 14(2)(b)(bb)of the CPA.
Firstly I want to state that I was mislead by your sales personnel regarding two vodafone wifi dongles that they delivered by Rams couriers company in November 2017 stating that it is free off charge. I repeatedly asked them what the ' catch" was and they said that there is no catch and that they do not want to loose there customers to other service providers and they even called the manager to explain to me that it is free off charge. I reported it to them and asked them to fetch the dongles when I realized that I have been billed for the extra data. They explained to me that I get 5 gigs extra on my existing contract free of charge!
They said that it is not possible and that I must lay a charge off theft to the police.
I did that and never had response on my complaint.
I went back and they played the recording where I kept on telling me that there is no extra costs with no catch and on that I did agree to it.
It was a false presentation and therefor I am going to cell c and cancelling my debit order.
I wish to have my account credited

My id [protected]

Sent from my iPad
This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorised partners.
?This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

I wanted to upgrade to a new cell phone. Received a phone in April which is not compatible with my Samsung watch.
I phone immediately the upgrades department and they promise to collect within 7 to 14 working days. A month later I had to phone the supervisor to get anyone to listen. They only collected another 3 days later. Which was 5th of May.

Since then they keep on promising to credit me with the money subtracted for this phone and all the charges, but to no avail. The upgrades department keep telling me it will be back in my account 7 - 14 days but it is now the 27th of May and as yet I have written emails, phoned every single day but still no credits.

I was again invoiced on the 15th of May for a phone that was send back on the 5th of May. I even did a recon myself and send it to the upgrades department as it seems that they are unable to get this done. But nobody even commented on my email.

Every time I phone they tell me they know how I feel, but this is utter nonsense, they don't care, there service is bad, and they steal my money. I am a customer since the late nineties, but this should probably change as the service is up to s...t!

After being a Vodacom customer for over 20 years, i loaded a lock on my data account so that the billing is restricted to my contract amount. this worked for 6 months, then Vodacom decides to do an upgrade and remove the lock status on the account and the result is a R50, 000 account which i can not afford and instead of taking responsibility for mismanaging my lock status Vodacom decides to black list me. so much for being a loyal customer. o, i forgot to mention that i run my business on these account and had 9 contacts linked to this one account.

Vodacom charges are ridiculously expensive.I recharged my account with R49 and five minutes later R21 has been deducted .My data was on and ran out, ididnt even realise this until late .R2 is used per megabite .Really unhappy .Money on my account is being deducted without me even knowing. WHEN I spoke to the consultant about the amount deducted he seemed very unbothered . Im considering changing my service provider I clearly can't afford this one

So I have two contracts with Vodacom and decided to get a R5gig day and 5gig night data contract that comes with a router for R150.

A week later I get a Huawei p10 lite and guess what is costs R477...I call vodacom immediately and arrange for them to come collect! & days later no one came I called again! they eventually debit but it was rejected because I didn't have funds...so I call again asking them to come collect. Eventually they collect on the 23 May.

I am trying to cancel so they don't debit tomorrow the additional 477...they REFUSE saying I must wait three days for something which is not my fault. I called over a month ago they failed to collect and I keep getting transferred from one department to another.

Now I will be double debited for a phone I did not even order which is totally unfair and unreasonable. Now I have to be financially crippled due to their bad service and management. I still cannot understand how a simple order was got wrong that is total bull****! Worst part is the consultants don't give a **** and refuse to explain hoe the error occurred!

Hi, For almost a year we are experiencing the worst connectivity, dropped calls, phone not registered on the network, calls going straight to voicemail, taking ages to make a call and just no connection for long periods in our town Piet Retief and especially close to our Pick & Pay on the N2. This is on my devices, Xiami, Samsung Galaxy 8 and Sony Xperia. I also use data on remote machinery and tracking devices experiencing the same problem. I am a prepaid user with many simcards in the field. I switched over from MTN and regret the day I did that. I am aware of a lot of people complaining about this issue but never heard of any resolved results. We were informed of a new tower installed to help with the traffic, but that just worsened the problem. If we visit the major cities it is a breeze to use your mobile phone.
I trust that Vodacom will make this right and come up with a resolution that is fair.

The complaint i have is that i have a cellphone with two sim cards .One sim is for vodacom and the other is for telkom .I have started buying more of telkom airtime than vodacom because vodacom is much more expensive but now because i told them about this that their network is expensive they started weakening their signal so that i can go back to their network . Vodacom is very unscrupulous and practises unfair competition their competitors

GOOD DAY

my name is mirriam matlaletsa, I upgraded my contract on Friday the 18th of may at Vodacom shop in festival, next to chicken liken/pie city.

it was around 17h00, I was given the phone but I was not showed how will I inset the sim card and what type of a sim card I should insert, instead the guy who was helping me was in a hurry, when I got home I tried inserting the simcard but it got stacked inside, I tried to pull it out but I could as it was the bigger simcard which I was not aware of
so I didn't want to cause more damage I went back to the shop the following day and the guy by the name shorty (no sure of his real name, that's the name they call him with) said I should take it to midrand at Vodacom world, of which I did.

at Vodacom in midrand they told me that they need to book it for repair as its a physical damage, they gave me a quotation of R2686.42, I mean its half of the of cost of my phone. I then called the Vodacom shop in festival mall to cancel my contract and they've refused, I called the customer service department to cancel it for me but they said I should go back and cancel it at the shop because its not longer that 14 days, I then phone them back and the guy was very rude to me he told me he cannot cancel it and he said I think whos going to pay the phone.

so now I have a problem I cannot afford to pay R2600 for a phone that I didn't use, I understand its my fault but I was never instructed and I know the type of a simcard I need to use, please advice what should I do.

I have been a Vodacom customer and I've never got across a problem like these,

My job number for Vodacom repair is [protected]

IMEI NUMBER [protected]
CELL NUMBER [protected]

I made a payment towards my Vodacom contract on the 18/01/18, unfortunately, I used an invalid reference. I then sent the payment to [protected]@vodacom.co.za. The payment was then allocated to my account a few days later. Each month the amount seems to be added to my bill as unpaid. Vodacom has since closed my line and they are wanting me to pay an amount i already paid.

The most PATHETIC SERVICE I HAVE EVER RECEIVED! Upgraded online on Sunday 13 May and was promised delivery by Wednesday 16 May. Called Vodacom online various times only to be told my devices are at dispatch and would be delivered the next day. Now almost 2 weeks after upgrading I still do not have a device. I again called in and was now told the secondary device I ordered is suddenly out of stock and it will take another week for delivery. Requested to cancel my online upgrade so that I can upgrade in store and was told the system does not allow for this I need to email the admin department. I will now be going to my nearest Vodacom this afternoon to cancel both my contracts and move to a service provider who actually understands customer service. Beyond incompetent! Called in again this morning to request a cancellation of my online upgrade. The cancellations department told me I need to speak to the Online department. The online department then says the cancellation will take 48 hours unless I speak to the cancellations department directly. I have been sent from pillar to post and every single agent provides different information. Completely appalled at the terrible customer experience by both your online and cancellation departments! I will definitely not be continuing with Vodacom and I cannot wait to get out of this contract. In the meantime I have already contacted MTN for a new contract! Thank you for your lack of response on my complaints and your continuous disappointing service over the last 2 weeks. Will be sure to pass this on to friends and family!

Hi
I was on a top up contract over 2 years ago and have since changed to prepaid. Ever since ive been loading airtime to accumulate points but the points have not been adding up. Ive been on 2892 for over a year.
I contacted vodacom where none of the consultants could assist me. The last peraon i spoke to there said she is going to log in a query and a consultant will contact me.
I received a call monday 21 may however i was in a test and could not proceed witht he call. The consultant ask which would be a better time to call, i confirmed 3h30 i will be free. I have not heard from her since and my points have not changed after loading airtime twice since that call

I will appreciate assistance to this regard as this is frustrating and unethical.

Frustrated
E Naidoo
[protected]

I request a settlement letter from call center since the 10 of May I'm now going to loose the stand I bought coz voda doesn't want to provide me with that letter. They said 48 hours and is 9 days today. I call everyday and was told letter was send. I even went to Vodaworld and spoke to Edna she did what I was always doing by phoning the call center.
I wrote an email to legal department they have not reverted to me.
Ref:EC-1JEY-1 CRAP9

Earlier this month we requested an additional contract to be added to our profile, not a big or expensive contract, but the call centre was a huge problem. We DM'd Vodacom on Twitter and initially the r painse seemed great - a couple more hiccups on the way (not least if which was that the address they have is unintelligible despite documents provided), but the device finally arrived Friday. For context, my partner is a dr and is in emergency surgery more often than not. He made himself available three times during the course of this process to validate and confirm with Vodacom, which is an almost impossible feat. We open the package and limo and behold there is no number or sim allocated, so clearly we cannot use the contract airtime / data etc if we don't have any number to link it to. Vodacom do not see a problem with this and wantti speak to my partner again. He is unavailable as he is in call, they insist they want a time they can call him during their working hours - meaning he must either abandon a patient and step out of surgery, take leave which Vodacom won't pay him for it Vodacom need to somehow convince the general population to not require emergency surgery at the exact time Vodacom wish to speak to him. They quote procedure but the procedural failure is theirs, they refuse to refer to the calls they made (and always state are recorded) and want us to explain what went wrong. We do not know what went wrong and don't have time to figure it out - Vodacom need to ensure they comply with the cost tract entered into i.e. if we are paying for something they need to provide it, so we would like our SIM and number to be allocated and to not be involved in their internal process failures. Looking at all the unresolved issues and complaints all over the internet, I don't see this happening but one can hope.

Hi Vodacom

I am very disappointed in Vodacom you are a bunch of crooks. I buy R110 airtime I didn't even get to make one phone call all my airtime was gone. Please explain to me why you are steeling my airtime. I bet a other services providers don't steel airtime from their clients. Give me 5 good reasons why I should stay as a vodacom customer?

Megan