Vodacom
Reviews and Complaints

25 April - 21 MAy
Amerae/ Jan Vercueil

Vodacom upgrade services have been severely disappointing. We have upgraded via there customer upgrade line and was told the phone would arrive in 3-5 working days. 4 weeks later nothing has arrived because the agent is not fully aware of how the system works. Along every step to get hold of the phone Vodacom has failed to make us aware of documents needed, failed to request the right info for the courier to send the package. This has been the most tiring experience working with Vodacom, I am extremly disspointed at how low the agents knowledge in the Upgrade line 082 1959.

Good day

I went to Vodacom Care at Watervall Mall Rustenburg next to Discem a few weeks back. I ordered a phone, and the were suppose to let me know when the phone will arrive. They never did, after 2 weeks I went back, and all they said was "Im sorry". Then I tried to apply for a contract. It was declined at first, but the guy helping me said I need to submit my bank statements, as I already have 2 contracts with Vodacom he cant see why, ive been declined. He said I will receive sms's confirming if it has been approved or declined, he will also phone me. Till now I have not received any feedback. I phoned on Friday requesting feedback, someone would have phone me back, and I am still waiting. In the mean time I have tried phoning numerous times and now there is no one answering the phones. I received very bad service, 3x that I did not received requested feedback. Even if it was declined or not, I still want my feedback. My son had his birthday a month ago and should have had that phone a month ago. How difficult can it be to assist someone? I want to be a Vodacom customer as I have 2 contracts already. Why is there no one answering the phones? This is unprofessional. I am working and don't have time to go to the shop to check up on other peoples jobs and see if they are doing their jobs. Please assist me in providing urgent feedback.

Hi
This is not necessarily a complain, I would like you guys to help me out, I lost my brother 3weeks ago who owned an iPhone 6 which he bought from vodacom like 3-4years back now the iPhone needs an apple Id and a password which we do not know and we have searched every with no luck now the apple store says they cannot help, the only way they could help is if we provide documents that show that the phone was purchased and when but we can't find those documents either, all I'm asking is can you guys look up for the proof that the phone was purchased if we were to provide his ID no and the IMEI of the phone because that's the only thing we have?

Your response will be highly appreciated
[protected]
[protected]@gmail.com

Was using a Samsung A3 phone and the Vodashop client rep at Tyger Valley persuaded me to upgrade to a LG Q6 - I only wanted a bigger screen, but this person told me that it was the Golf of phones and so reliable...They swapped my sim card into the new phone, but as I arrived home Vodafone protect locked out my old phone and the new LG lost signal - message "Emergency Calls only". I called in to the Vodashop rep and she told me to take the sim card out and put it back in, which I did, in exactly the same spot. That evening it happened twice again; I went into the shop the following morning and she said that I must do a sim swap; another thing I had to pay for to get the phone to work. It took hours for the sim swap to take effect and I was phoneless again. Went back to the shop to get the now active sim card; spoke to another client rep at the shop who said that he thinks it was a setting on the phone; he changed a few things and put the new sim card in. In the meantime I had to pay them to take the Vodacom protect off my old phone, which was now rendered useless by Vodacom's own software...
Well at least I had a new sim, which I thought would resolve the issue. That evening I left my phone on the table at home and went for a jog; When I cam back after an hour it was the same thing; Emergency Calls only and the brand new LG phone. I moved around everywhere but it does not reconnect, I reset the phone and it was back picking up the signal. Now who wants a brand new phone that you cannot trust that goes off the network without warning so no-one can reach you and you have to reset it each time? And on top of that you have to pat a lot of money every month for this privilege?
So I took the phone back to the Vodashop withing 7 days. They sent it in for out of the box failure and said it would not at most 7 days; Today is 9 days later - I called the Vodashop again to enquire; The rep told me that my phone is on its way from Jhb to Cape Town: I said the same phone? Yes he said, they didn't find anything wrong with it.
Well I refuse to take that phone back and is really fed-up with this terrible service from Vodacom. I'm going to post my story on every single social complaints board and also going to get legal advice on the matter.
PLEASE DO NOT UPGRADE WITH VODACOM UNLESS YOU WANT TO PAY TO HAVE ENDLESS PROBLEMS!

This matter started 4 to five week back when I wanted to cancel my contract and the initial person I spoke to was OPA and he was helpful initially then everything started going pear shaped
1. He was to get back to me on a request for a Cat S60 where I had obtained quote from your competitors which I gave him and he was to reply which happened only when I phone him back a week later and I was told that the promotions department was in disarray and would contact me later. Still waiting?
2. I was also offered a Data contract for 10gigs any time and 10Gigs night owl for R149.00 which did not happen and was told that there was nobody at home. I can't wait at home for a courier to deliver things. Why do they not phone first to confirm if a person is at home or not? This has been put on hold.
3. Then I phoned back and spoke to another gentleman who offered me 150 minutes air time and 5 gigs date per month plus the S60 for R860-00 per month which I agreed on and on trying to resolve this issue was told we do not have those contracts?
4. Then in the beginning of the month I had no call time or data?
5. On Thursday last week the lady that helped said it would take 3 days to reinstate my old contract. Did not happen
6. I have sins spoken to I think it is 9 consultants and they will all get back to me one stated the phone would be collected on Wednesday 16 May 2018 which did not happen so the contract could be cancelled and a new one agreed on. Did not happen
7. Yesterday a consultant phone and offered me Data at an overpriced rate where I told him nothing will happen till the cell phone contract is resolved and he through the phone down
8. I phone again today and was put on hold for 27 Minutes with no reason why.

Do the people working at Vodacom know what they are doing and please do not charge me for this as it is not my fault please go and listen to all the recordings from my number and my wife's number. My cell no [protected]. Wife [protected]
Subsequently the S60 has also gone blank.

Regards John McGinn
[protected]

To the CEO / Manager / Call Centre Manager / Accounts office
Good day
I have multiple Vodacom contracts with you and a long term customer. Your service is absolutely shocking, disgusting to say the least. I took an upgrade in October last year, was advised I will be billed for 2 handsets until January 2018. To date I have been billed incorrectly for 2 handsets with no apology to date from your side.

I have subsequently also received notification that my cellphone account was cancelled as an error from your side, and being billed for R17 000
This is insane, and I have a high pressurized job, and I am needing to call your stupid call center offices a hundred times to resolve this, as no one comes back to you.
Have this sorted out and call me immediately on this
My name is Jeremy Govender [protected] ref [protected]

Good Day

You handed me over to an Attorney
I am paying but nobody can help me with a balance or a statement not Vodacom or the Attorney

I am emailing and requesting for 4 months and nothing happen

This is crap how the hell am I suppose to see what is happening if I do not receive statements or if nobody can give me this info

please assist Vodacom OR Munnik Basson Dagama Inc with details!

On the 1st of November 2017 i received an sms from Vodacom stating that there's an amount of R598.00 outstanding on my account. at that point my account had been closed already as the contract had ended and the number was deleted. I phoned Vodacom numerous times but the complaints/legal department couldn't trace the number in question to trace the outstanding amount but i made the payment anyway and sent proof of payment.
After that was done i received an e-mail with a statement in January 2018 that I owe Vodacom R378.00 of which i questioned and i was advised by Vodacom to dispute the amount as I had settled the initial outstanding amount.
No one replied to my mail with the proof of payment - March 2018 i received a letter from their attorneys that they've handed me over and i replied attaching the mails sent to Vodacom with the proof of payment and they were to get back to me in 3 days. No response from them. 3 months later I receive a call from Symington De Kok attorneys from a rude lawyer telling me that they will send me bill with collection fees as I haven't paid the amount that I owe!
Did I miss something here - how about Vodacom at least informing me of the outcome of the dispute first.
They couldn't even trace the number and yet they have the nerve to send me a bill on a none existing account which even their staff couldn't justify!
The call centres are shocking, nobody knows whats going on there and customer satisfaction is not a priority. Now I'm being threatened by a lawyer on a case that no one has bothered to get back to me. It's clear that Vodacom never has their customers interests at heart and they cheat the system and the people who thrive to make a living for better lives everyday!

Hi

Am very disappointed about the service am getting from subscriber collection department . I have been charged fail debt order fees, when am cash paying customer over three years now . What I have learnt that your customer care have made a mistake in January 2018 . They even got wrong banking details . Now am owing you, money when I should have credit on my account .

End Feb credit was -576
End March credit - 1300.00

So where is all credit gone, I understand it was covering my billing . but your charged me R885.89 Extra .

Regards

MR P Pillay

From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 16 May 2018 12:59 PM
To: [protected]@nandocas.com
Subject: resubmission dispute Ref: 00JU~U6WR

Dear P Pillay

We acknowledge receipt of your query

As per our telephonic interaction on cell phone number [protected].

The debit orders were resubmissions processed by our collections department.
In most cases a message by means of sms or Interactive voice response is sent to customers and customers respond by keying in on keypad to accept or decline resub.

I have directed your call straight to collections to handle your dispute.

For future communication with our collections can be reached on 082 1946 (This is free from a vodacom simcard) or email [protected]@vodacom.co.za

They are open from.

Weekdays 08:00 - 17:00
Saturday 08:00 - 13:00
Sunday 09:00 - 13:00

Regards,
Jared Lawrence

Customer Care
eService Team

On 2018/05/16 09:42 AM, Wesley, wrote:
[protected]

No debt order Payment date is 26th

FNB - [protected]

Regards
Wesley

T: +27 [protected]
C :[protected]
[protected]@nandos.com

Nando's Bluff DT
201 Tara Road
Hillside mall
Bluff
Durban
South Africa
www.nandos.com

From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 15 May 2018 07:20 PM
To: Wesley
Subject: Vodacom Customer Care Reply - Authentication Response

Thank you for your email. Your reference number is: 003S~SCR4
Please note:
This is a system-generated email that requires your response in order to be processed. After that, a Customer Care agent will contact you within 24 hours.

Protecting your Vodacom account from fraud is important to us, so before we can help you with your query, we need to verify that you are the owner of this account.

Please reply to this email with these three bits of personal information:
1.ID number or Company Registration Number for corporate accounts
2.Debit order date
3.Bank name and account type
Want to help yourself and skip the call-centre queue?
Visit the "Help me" section of the Vodacom website and get help and support online or use one of the recommend frequently asked questions below:
• Support information for your device
• Easy to understand FAQ's relevant to your query or service
• Instructional video content
Alternatively, you can chat to an agent online between the hours of 8am and 10pm or join a discussion in the Vodacom Community.

Visit www.vodacom.co.za/help from your PC or cellphone.

Thank you,
Vodacom Customer Care

Find out more about 31050 Keyword SMS options
Contact Details

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Vodacom 2016

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Disclaimer: The information contained in this e-mail is confidential and may be legally privileged, and is intended solely for the use of the individual or entity to whom it is addressed and others authorised to use it or receive it. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking action in reliance of the contents of this e-mail is strictly prohibited, and may be unlawful. If therefore you have received this e-mail in error, please notify the sender immediately and then delete it.

----- Original Message -----
From:Wesley
To:[protected]@vodacom.co.za
Cc:[protected]@vodacom.co.za
Sent: Tuesday 15 May 2018 7:17:35 PM
Subject: Billing Issues QC371450

Hi

I am Mr. P Pillay account number QC371450 I am having problem my billing ever month, am being charged for failed debt order chargers, When I don't even
Have a debt order activate on my account I have being paying by Eft for the last three years . Now they have being debt order fees the last couple months . This not the first time Vodacom has over charged me, before this problem I have been over charged on handset fees. How do your accounts people work do check peoples accounts or they just sleeping on the job, I have call twice for the same problem and every time you are sorry . I want this problem resolved by tomorrow and will be waiting for a call. If I have no feedback with in 24hours of this mail, I will use social media to get quick Reponses. I have been with your guys for over 10 years and this is worsted serviced I have ever received.

Regards

MR P Pillay

[protected]

�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 "

�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

Arriving at their temp shop/customer care office. I was told it will take 42min to see me. Which was fine. Waiting after 30min and only 1 person was helped...
. there are 6counters & 2 vodacom staff at each (not sure the reason for this as it didnt help speed up the process)
50min later & 2 people helped. I went to our local Vodacom store and was assured this will be much faster and more sufficient at VodaWorld.
No wonder more people are going to MTN. Cant wait for my contract, our company and employees contracts to end.in order to change to another service provider...
Data & increase in amounts... No explanation given.

I called Vodacom customer care at 12h12 today to cancel my contract that comes to end on the 5th of July so that I may move to pay as you go.

As much as I tried to reiterate to the consultant that this was an informed decision and what I wanted, he continued to interrupt me and forcibly and rudely tried to convince me to remain on contract. I told him if he continue to not listen to my request that I would ask for his manager and he proceeded to tell me that I ‘clearly didn't know how to save money' and put the phone down.

Absolutely disgusting service

I called vodacom early March 2018 & asked how much I should pay to buy myself out of the cellphone contract & they invoiced me the same day, told me to make a payment in store & email them cancellation documents with proof of payment. I emailed that on March 16 2018 & was told my request had been processed. On May 15 I get a call from vodacom saying I owe vodacom & my case is escalated to their legal department.

I applied for a laptop contract, HP. On 26/04/2018 at Germiston vodashop. They told me it was approve and would be delivered on 3rd or 4th of may 2018. I went to check on the 7th for the progress and they gave me attitude telling me that I should wait they would call me. They didn't want to track the item or check why there is a delay. I am very disappointed in the service I received.

Re account number I0195284-1 D McNamara

I am so over Vodacom and about to send a lawyers letter regarding the request to cancel my 10 lines with Vodacom, without penalties as the service and loss of income from Vodacom is shocking! A simple request has taken 7 months and still today Vodacom has not managed to get it right!
I have lost out on VAT because all the lines are on my private account and not the business, now to get this account changed out of my private capacity into the Business seems like VODACOM doesn't know how to do this?

I have been to the Branch and sent emails and done everything that I needed to do and still no closer to getting this simple request resolved .

All I want is to get the above account number changed into the Business name.
All the documentation has been sent to Vodacom on MANY MANY occasions.
I am the only owner of the Business and I have been paying for this account since I had the contract, so after 20 years of service... I am shocked!

I have been in contact with Pattish Munnah of Vodacom 4U at Westville Pavilion and he and I have been working on this for months. All relevant documentation has been sent to magdeline.[protected]@vcontractor.co.za and still nothing has been done.

If this is not resolved by next months billing, I will have no choice but to cancel my contracts without penalties as I am getting no service and assistance from Vodacom and will go to the opposition.

Mad furious customer
Delwyn McNamara

Good day.

12 May I loaded 1 GB of prepaid data.
13 May i received an sms to say I had 190MB left

I had incurred no excessive usage infact I was on wifi for that period and using my cell for Whatsapp only.

13 May i bought more data 1GB

I called the 082111 and spoke to an Ayanda he said he would do a recon and advise the status but no call back.

Please explain to me on my usage why 1GB was used in 24hrs.
I have an iPhone so it doesn't she a usage graph.

I believe Vodacom has incorrectly used my data and I would like a full explanation and reimbursement.

I've upgraded online beginning April 2018 and received my device via courier. I phoned two days later to request when the new device will be activated. They replied that it will only be activated on the 1st May since it was a different plan. My debit order date for 10 years now, is the 27th of the month. On 16 April I got a debit on my bank account, and reversed it, as it was clearly wrong. On 18 April I got a sms that my debit order was declined. I phoned Vodacom to enquire what it was for. The consultant informed me that it was for the new line on my phone contract. After explaining that I didn't request a new line, I actually only upgraded online, she said that they then see it as a fraudulent action, and that I have to follow procedure with their Fraud Division, which I did. I got a reference nr, but haven't heard from them again. On 20 April I got a sms again about the declined debit order, and I phoned Vodacom again. This time another consultant told me that she will have to make arrangements for the device to be picked up with me, so that they then can delete it from my account, as if I don't want the contract anymore, and then I can upgrade again. I asked if it can't be rectified by simply administratively deleting the wrong new activation, and registering it as an upgrade, as it should be, as it is the correct device and plan, but was told that apparently it can't be done that way. On 26 April the device was still not collected from me, so I went to a Vodacom outlet, and explained the problem to them. The consultant there (Hendrik) told me he can't see anything going on on my account, no arrangements for the device to be picked up, except for the new activation which was done. He phoned the appropriate division himself and I spoke to consultant Mpho. Once again she promised to retract my previous phone calls with Vodacom, and then she will arrange for the device to be picked up with me, and that she will phone me as soon as the arrangements have been done. I didn't hear from her again. On 30 April I chat to a consultant online, who told me again that he see no arrangements of any sort on my account, but will look into it. On 4 May I realized that my Vodacom debit order was put through on 30 April, including the new device amount. So now I was paying for 2 contracts, one which was not even activated. I phoned Vodacom again, and yet another consultant told me once more that there is no indication of any on-going arrangements on my account, but that she will make the arrangements for the device to be picked up, so that the contract can be deleted. On 7 May I chat again online with Aviwe, who sms me a ref nr and said he will escalate it - which should apparently have been done in the 1ste place, still he didn't see any other activity on my account. On 8 May he called me, to confirm that my situation was allocated to someone who will now look into it. On 11 May I chat again to Elwin online, who couldn't understand why I am so agitated that this problems takes Vodacom so long to resolve, since according to what he can see it was only reported on the 7th May. I nearly lost it when he confirmed that NO consultant whom I spoke to the past 3 weeks made any note whatsoever on my account, as to the wrong activation, and that I want it to be deleted from my account, or that arrangements were made to pick up the device from me. He did however confirmed that Aviwe did escalate it, that it is now assigned to someone, and that depending on my nr in the queue of queries, it will be sorted out. In the mean time the new device is wrapped up in the original package it was delivered to me in the 1st place, ready and waiting to be picked up, since apparently that is what is needed to be done. I am utterly frustrated, disappointed and highly upset about this whole situation. It seems as if Vodacom is playing for time to let my current contract run out in June, and hope that I will then just continue with the new line. It seems as if all the consultants I've spoken to, is too incompetent to handle the problem, which was wrong-doing on Vodacom's side in any way. I don't know how it could happen that I upgrade online, and then it is put through as a new activation. The consultants all told me that actually the 14 days grace I have to return the device as if I am not happy with it, has actually ran out. But that is not my problem, since I was under the impression that I upgraded, there was nothing to prepare me that it was somehow handled wrong as an activation, until I began to phone to enquire about the debit order. By then the time did lapse, but this is totally a different situation, this is not me as a customer not happy with the device after it was delivered with me. So I don't consider the time-lapse as applicable to my situation. I also made the suggestion that I will keep the device, but that it should only be activated and charged to my account once my existing contract has come to an end, which should then be stopped altogether, and then they can do a sim swop, and I will continue with the new contract. Apparently they couldn't do that either. In the mean time I am now charged for two contracts, which is not acceptable. I would really like to have urgent feedback regarding the fact that not one of the consultants I've spoken to telephonically before Aviwe, did anything to resolve my problem. I insist that all the phone calls which was made from my phone [protected] to Vodacom since 18th April, be retracted and the relevant consultants who took the calls, explain why nothing was done about it. Due to this I am on the verge of cancelling all my contracts with Vodacom and make use of a different service provider, after 10 years of satisfactory service.

I have lost my job in 2016 January and I have asked Vodacom to pull out a call recording that could have save my job. I lost my job and I am still without a job as this broke me after almost 8 years for working with this company. The fight with my company was not won or lost I was so tired that I gave up. Vodacom let me down just because I had moved from a contract to a pre paid. I was still a vodacom customer wasnt I. I never will recommend this service to anyone ever. I hate vodacom. Il never know what the outcome of my fight would have been without that call. The call was made in January 2016. I emailed visited the vodacom shop phoned hey I tried too much just to get help. You will never know the feeling of not knowing the truth. Youl will never know the feeling thats left within me. I feel like a loser a failure like you know that feeling of doing everthing to save someone but you didnt try hard enough. Vodacom a waste of my time honestly

During September 2017 I was phoned by Vodacom to upgrade from 2G to 3G for R99. I said yes.

October nothing happened, no upgrade. This carried on until end of January 2018, where I still not received the 3G for R99. I phoned Vodacom, tel 082111 twice a month. Vodacom Client Service promised me that my problem will be handled. No success. No one called back as they promised. First they told me there was a mess up and that there is not contract, then they told me that the 3 G will be delivered within 4 days. Nothing happened.

At the end of they day I ended up taking a 3G R124 a month, but I did not realize that this was an open line. I received a bill this month of R2000! I am still struggling with Vodacom to help, to stop this invoice of being deducted from my account. From R124 to over R2000.

I have send thousand of E mails to Vodacom since October 2017 till 13 May 2018. It is 8 months now that I am struggling with Vodacom with my data line.

Please help.

Hi,

I would like to know who can help me solve my problem. Various people tried but with no result. Three cellphone numbers cannot call me. I have changed to the third phone, done a sim swap, they even did a network sync at Vodacom. There is no block on my phone. Please help otherwise I have to change to a new cellphone company. The number is [protected]. The three numbers that cannot call me is: [protected], [protected] and [protected].

It has taken Vodacom South Africa to transfer my personal phone to a business account over 6 weeks. This I understood happened on Wednesday 9th May 2018 in the morning. My phone went down with no warning with a message "Not registered on network". I have contacted Tulli, Tommy, Tecego, Pertuna, Nonhlanhla and floor manager Sass all who have promised to sort out this issue and contact me. They don't bother, have no interest and just don't know what they are doing. No one can get hold of your apparent admin department or technical department to put me back on the network. You are not even answering to my local Vodacom store Manager who has been trying to assist in this now URGENT and devastating matter. I have not had any communications since Wednesday not been able to make calls, SMS, what's app, data. nothing. I have been eliminated off the network and the customer Red Crew business is useless. They keep me holding for 40 minutes and more. What is the point being on the top package and paying the price? I am told to hold on my land line which costs me money for 30 to 40 minutes at a time. I have spent more than 5 hours on the land line to try and get this resolved but hit my head against a brick wall. These bills will be sent to Vodacom for reimbursement. Your apparent admin department is leaving home for the weekend in an hour and me as the client is being left with zero communication. My reference number is INC000009929688. You are unable to contact me because I don't have any facility what so ever. I have to repeat the issue to each consultant and they put me on hold. I am now demanding a Senior Manager to contact me immediately. There is an alternative number attached to the complaint number but this is not always the case at all. I will place a punitive cost against business lost. I have informed your customer service of this.