Vodacom
Reviews and Complaints

I requested premature cancellation of my Vodacom mobile phone contract on 16 October 2017. Upon receipt of the cancellation quotation, I promptly made payment of the full quoted amount, completed and submitted all necessary documentation and proof of payment to Vodacom Retentions same day 16 October 2017.

On 1 January 2018, an unauthorised amount was incorrectly and illegally debited by Vodacom from my bank account. Despite numerous phone calls, being pushed from department to department, emails, more phone calls and a number of unfulfilled promises by Vodacom staff, I have not been refunded the debited amount.

The above problem has arisen due to the fact that the person at Vodacom Cancellations failed to cancel the contract on the Vodacom system upon receipt of the cancellation documentation on 16 October 2017, despite my request to confirm cancellation by responding email accordingly, for which I have proof of this correspondence.

Due to the fact that Vodacom Cancellations failed to cancel the contract correctly on their system in October 2017, I received a further invoice to my account in December 2017, some 2 months after I had made payment of the full quoted premature cancellation amount and submitted all required documentation to Vodacom Cancellations accordingly.

I contacted Vodacom Cancellations immediately after receiving the additional invoice in December 2017 to query this issue. The representative at Vodacom Cancellations admitted during this conversation that they had failed in performing their job in the correct cancellation upon receipt of the attached documentation on 16 October 2017.

Despite me contacting Vodacom Cancellations regarding the incorrect invoice, the unauthorised was debited incorrectly and illegally by Vodacom on 1 January 2018.

I immediately raised a dispute with Vodacom and was subsequently pushed from department to department, first Customer Services, then Cancellations, then Accounts, then back to Customer Services.
Some 10 phone calls later (from the UK where I am currently residing), the matter is yet to be resolved and I am yet to be paid back the funds illegally debited from my account.

I was again promised full reimbursment by 17 January 2018 during phone call to Vodacom Retentions on 13 January 2018.
During this phone call, the Vodacom consultant promised that the above amount would be paid back into my account by no later Wednesday 17 January 2018.
Please check your voice records to confirm this phone call on 13 January 2018 in which the above promise was made.

Over the course of this year, I have made numerous follow up calls and emails to Vodacom Retentions, as they had promised me this would be resolved To date no payment has been made.

This is simply unacceptable. This is an error on the part of Vodacom and NOT the customer.

Following my first post to Hello Peter, I was assured by Vodacom that this matter would be resolved. This is what happended...

I was contacted by Vodacom Retentions on 16 April 2018. Their response ... "Please note that both your lines are cancelled and credits were done due to late cancellation to balance the account. Your account is up to date and you do not owe Vodacom anything ."

I responded same day to explain to why the above statement is incorrect.

I have since sent through to Vodacom Retentions all relating documentation including the two incorrect November and December 2017 invoices. No response. No acknowledgement of receipt. Nothing.

I have followed up with 3 subsequent emails requesting a response or at least an acknowledgement that my email has been received. Radio silence... No reply at all from Vodacom. Nothing.

It's absolutely pathetic. This is clearly an intentional tactic used by Vodacom to steal money from good South Africans. Here I am over 4 months since the incorrect debit and still no refund. It's blatant theft.

I took out a CLOSED Data contract with Vodacom in 2015. My monthly installment was R95.61. On 31 Oct. 2017, an amount of R2 510.31 was deducted from my Bank account. When I quarried it, I discovered that my contract had been changed to an OPEN CONTRACT in June 2017 without my permission!

I sent an email to Vodacom's Fraud division informing them that a certain Mr. Pillay apparently phoned me on 19 June and made the changes to my contract and that I insist to listen to the tape regarding this incident . Vodacom refunded me with an amount of +- R1700, but my contract was never rectified. I went to our local Vodacom shop and asked them to rectify it. The lady who helped me, made a sim-swop and told me that my contract is CLOSED again. This was NEVER DONE, though and another large amount was deducted from my account. I went to my bank and reversed the payment.

Now Vodacom Blacklisted me and I do not know how to clear my name! I am so dissappointed and frustrated, because I do not have the money to see an attorney. This is unexceptable and very unfair!

I hope you can give me advice on what to do.

Antoinette Scholtz

Its now the 29th april - and 13 april I posted my disgust... To date not even a response! So! No [censored] was posted by me. I spoke the truth! One of sa's most pathetic companies!

My post: 13 april 2018 -
We have 3 vodacom cell lines with vodacom.

The time came in august 2017 when one of the lines 072 060 * was due for an upgrade. This was put on hold and the contract ran its course to completion and went onto month to month.

In feb 2018 the line 084 657 * which was due for an upgrade was done through a local agent and not online. This is where the problem started. The 084 657 * number was upgraded to the 072 060 * number, in other words escalated into a massive bill for handsets etc which should never have happened. From feb to march 2018 after how many phone calls, reference numbers given, which by the way was told not valid when the next call was placed and number given, and the all time favorite word/sentence of vodacom's time, "your call has been escalated" pushed buttons whereby I am still holding myself back from using choice language but refuse to be dragged down into the absolute pit of useless call centre staff, line supervisors and whoever sits perched on the hierarchy system of a once useful company that is slithering down a slippery tube of pathetic, void of service and lack of problem solving abilities that vodacom is now becoming known for!

Around the end of march 2018 the so-called mix up of the upgrade and fees payable seemed to have been sorted but I am still not convinced and awaiting to to see what is happening over the next month or so. Vodacom call centre even phoned to say they were giving us r3k that we were overcharged... Like wtf! (we said to them, no! After the last normal payment beginning april 2018, it would have seemed the overcharge was sorted, the correct - normal billing amount was paid and that was it) but if vodacom want to give me free money again in future, I might just take it!

Then! Now in april 2018, it was decided on the line 072060* which was due for an upgrade in august 2017, we would now upgrade. Even though the ug sms kept coming back saying "there was a problem with getting my upgrade details" (that was because of the 084 upgrade cockup), an online application was done, reference numbers given by vodacom etc. And it went off successfully. The primary owner of the account was contacted to verify the order and when asking vodacom as a matter of interest what number had been upgraded due to the past problems we are told the 084 657 * had been upgraded! And not 072060*.

Now! How does that work! You can't get things done properly at an agent on the ground, neither can you get it right with an online app! We have not received the new upgrade handset etc, and will not sign for it if it does arrive and also the problem we were told... You guessed it: "has been escalated" and as of today, nearly a week later have heard nothing! I am sick and tired of this total disregard from vodacom and as far as I am concerned, I will stay with my old month to month contract and vodacom can go get stuffed! After many years with vodacom, this is a very poor show!

My third contract number 072 970 * is coming up for an upgrade and guess what! There will be no upgrade with vodacom! I'll make sure of that! I will continue to do research, homework, suss out other providers and could switch and migrate anytime plus I will continue to slate vodacom and their pathetic service to all and sundry every chance I get. Why? Because its my right and its also the right thing to do! The social media platforms are wonderful tools to use and believe me, I use them!

I note with GREAT DISGUST that you have charged me and deducted from my account an extortionist amount in access of R4000.00 relative to your claimed activities beyond data-credits that i had signed up for on my data account [protected] that should not cost more than R169.00 per month. My disgust results from the fact that:
1) in October/November of 2017 you had an even greater extortionist charge in access of R7000.00 on the same account. When i queried the amount and evidence for what you claimed I had used you simply "refunded" R3000+/- out of the total amount as if you were doing me a favour.
2) at the time my airtime also mysteriously disappeared and your non-compelling claims, for which you could again not produce any evidence, was that i had signed up for some mobi(?)- nonsense - which I, of course, (and is the case with many millions of other South Africans) did not sign up for. That same afternoon I noticed a number of cancellations of puerile and gross mobi content which i did not even know was linked to my account.
3) The kind lady (a certain "Hermia") who took my enquiry-call also undertook to set a cap on my data usage so-as to avoid your extortionist so-called "out of bundle" pricing. IT SEEMS AS IF THIS WAS DONE ONLY FOR NOVEMBER 2017 UP TO FEBRUARY 2018, or perhaps not at all. Your message to me, trying to placate with the "refund" mentioned above, followed; however with no explanation or evidence of undue and unwarranted usage of data on my part.
4) Then March 2018 came around and you AGAIN charge me for (what you claimed to be additional and unwarranted "out of bundle" usage (the amounts reflected on the attached invoice), despite the fact that I had requested in November 2017 that the data-usage must be capped.
5)When I became aware of this latest extortion I took time to visit your vodacom (voda-CARE?) shop at Menlyn with my complaints. The assistant took details and sent an email right there in my presence. I have yet to receive a response to that plea. THE ONLY RESPONSE THAT I NOTICED ON MY PERSONAL BANK STATEMENTS IS THAT YOU WENT AHEAD ANYWAY TO CHARGE YOUR EXTORTIONIST AND ILLEGAL AND UNETHICAL for data-usage that (1) i cannot take responsibility for since I had requested capping of the [protected] number.

The media-evidence shows that vodacom seems to only respond if exposed on facebook or twitter. It seems as if this is the only route that we can follow in order to gain some respite, respect and retribution.

I am awaiting your response, then I will decide what to do next

This Fraud happened in December 2017 at the North Gate branch. It was reported in January with all the
the needed papers. No answer from Vodacom since.
My son is working overseas to make some money and now he has to pay an account of a thief who upgraded at a vodacom shop in North Gate, using my son's id. Clearly an inside job at your branch. This case has been reported quite a few times. Ref EC - 1J89 - 2PAD2M Van Zyl / AO4 At the time of this illegal upgrade my son was working in Singapore.

PLEASE help!

H.J.Steyn (father of son, J.H.Steyn)[protected]

hi. Alice town has not had network since Wednesday please Kindly fix it because a lot can happen and your team will not want to be held responsible for this. my contact number is [protected].

could you please Kindly fix for us as this is an inconvenience that is giving us an impression that you guys are not alerted or keen to help us. I have tried contacting your team on twitter but still no help

I pay by eft every month. More than what the invoice total is. Then January 2018 the block my contract. Went into branch, with all proof of payments, all before payment date and correct reference numbers. Helpful guy at the store told me that it will be fixed within a couple of hours. Then everything was fine again. Up ans until last week. They blocked my account again and handed me over to their legal department. Again I submitted via email and in person all proof of payments. Vodacom told me that October 2017 payment was not allocated correctly, they will rectify it immediately. Today is more than 7 working days, no reply, not connected, nothing and when I call they only tell me I must phone their legal department.

And they charged me reconnection fee in January, after they made the mistake. And they downgraded my credit record, and I did not miss a single payment, infact I am almost R300 over what invoices total up to ad as I round up to closest and pay flat figures.

Now it will cost me legal fees to get my name restored too.

This is by far the worst service I had ever encountered.

I made an offer to purchase a house, that they do not approve the loan because of vodacom.

I believe my smart L (iphone 6s) contract ended 27 jan 2018.
I was charged continually for both Feb and March and it is only on the 30/04/2018 statement that this has fallen away.
no one in your call centre could explain this to me at the time - why I was still paying for something I had paid off.
interestingly it then aligned on the 30/04 statement.
however, I had already elected to cancel with Vodacom due to this dishonesty.
I would like to be paid back for Feb and March please.

ELISABETH RIC HANSEN
ACCT: NA097502-1

Why can't I attach a PDF here?
contact me: elisabeth.ric.[protected]@gmail.com

I have a problem with my Vodacom account, I have not been receiving airtime since November 2017

All my payments have been up to date and the only time I had a problem was in January when I paid into a Wrong account which was later allocated after I had sent numerous emails with no response.

I need someone to tell me what is going on because all the people i have spoken to say that they do not understand why it is still closed.

i Have called Vodacom customer care (082 1946) 3 times today and i have not been helped,

I an still holding on the line its been 25 minuets on the line but I'm still not getting any help. Is this the way you do business? I mean what will it take for these people to finally help me. (a lady called Maria put me through to your supervisor which I still haven't spoken to)

The service is very bad shame and you people do not value your customers I will leave Vodacom and encourage many people to do so as well, you cannot be treating people like this!

The East-gate Branch is the worst the consultants are very rude.

FYI- I am still holding on the line its now been 30 minuets!

I am very disappointed with the behavior of ur call cente upgrade department. Today I received a call from one of your ll agent would was keep tell me to upgrade. When I told her I am not interested. She started to question me. I thought the customer is always right. Guess that's not with Vodacom. I have been with your from 2003 till now. I think I will be definitely cancel the contract and move to a different network. Sad and disappointed by employee work ethics.

In 29 June 2017 my contract came up for renewal.
I called the Vodacom call centre to renew and was put through to Joseph Hlope - Joseph.[protected]@bytes.co.za

I decide on a Smart L package for 36 months. This package included 600free minutes airtime, 600 sms, 1GB data and 1 GB data free for 24 months

In addition to this I had always had a My Gig 2 package with a separate Datasim on my existing contract which I use in my laptop.

The instruction to Joseph was to just carry that over to the renewed contract and billing

so I would land up with the Smart L package and the My Gig 2 package on one bill.

I received my first invoice B801627511 in August 20017 which was correct. Thereafter the data bundles where removed from my billing and I have been charged astronomical data bundle rates which no one could explain to me.

I have been calling the call centre every month since and every month they have processed refunds but not full amounts and just for portion of the bill.

I have no recon showing how they come to the figure they are refunding and still believe that I am being ripped off monthly with out of bundle rate chargers.

After numerous complaints which is still ongoing for the same issue, I was told on the 24 November 2017 the matter was resolved and that I would be given the My Gig 2 package free for the next 24 months

ref: A2-6KE6-AP1110

as months went on the 2 Gig was not applied and I was billed for 1 Gig which I should also be receiving free on the Smart L
and I am still fighting.

I have kept all my reference numbers and sms confirmations but still have not obtained a solution on this.

I am frustrated to say the least. And knowing that Vodacom has reneged on the agreement I entered into they still feel no shame in suspending my line when I refuse to pay for the bill if I am in the process of disputing the billing.

I expect the matter to be dealt resolved and my monies that I have been overcharged with to be refunded immediately, the same way they expect payment.

Truly annoyed.

Good day 29 March 2018, I bought Xiaomi Redmi 4A Smartphone, I got the phone but there were no headsets inside the box. Sales person by name of Portia told me they will order the Bluetooth headsets of the phone for me, I must come the following weekend to collect them, ever since then I've been going to Vodacom Ga-rankuwa to fetch my headsets for the phone, till today I haven't been sorted, I called Vodacom queries line, but I was told to ask the branch where I bought the phone. I'm getting frustrated as no one has answer for me about where will I receive my headsets

I received couple of messages on my cell number for an upgrade clearly stating my number . There was also a message my line can be upgraded to a Vodacom Red Plan. I was very excited so I went to the store on a Sunday to be upgraded. I gave the sales person my number and wanted to be upgraded to a specific phone. They did not have stock and he told me he can get it in 3 days time. I received a call on Wednesday my phone has arrived. I went in on Friday to get my phone. Sales person was not there so I saw someone else. All my documents were prepared before I arrived so I needed just to sign. The initial cost was high so I asked him why, he said I was changing my package . I told him I was not and already on a Smart S package. He said ok, so he just scratched the amounts and changed it for the upgrade charge. He said I don't owe any amount on my line and to sign the zero balance.I intial the amounts he ammended. I got my phone, I asked the guy to move my contacts to the new phone . I also needed to do a sim swap because it took a different sim card. It was going to be done on the next day. The next morning received a message from Vodacom thank you for your upgrade with a different number. I was under the intention I was signing the contract on my number. I called the store when they open to say, there was something wrong with the contract and they should not do the sim swap. I went to the store thereafter and spend 3 hours there with initial sales person. He said my phone number does not qualify for an upgrade, and he has done the upgrade on a linked line .He did not contact me to discuss this .He assumed I wanted the upgrade to be done on that line. That line was due for a upgrade 6 months ago. I did not want to upgrade that line because it because it belongs to my daughter. I wanted to keep her in that specific amount. I spoke to customer care they could not help. I wanted to cancel the contract. They said the store needs to do that. There was no manager in the store . The sales person said he will sort it out on Monday when the manager comes in. I call Sunday to speak to him to tell him this is bugging me and we need to resolve the issue. He was not there and was only coming back to work on Tuesday. On the Saturday he told me he in on Monday. I left a message for the manager to call me on Monday. Waited the whole day no call. I called him at 4.30 on Monday. Explained the whole story. He said because the phone was opened he can't do anything. Explained I did not use the phone. The sim card was not even put into The phone. He said he was not in on Tuesday and will call sort it out on Wednesday. Wednesday came, no call . I rushed there after work only to hear manager not in today. Call him on Thursday lunch time He said it has been submitted for it to be reversed. It was declined. He said he is confirming with someone else and will let me know.I phoned customer care, they said they can't help. It was not a online sale and I need to speak to The store. All i wanted to know if this was submitted by the store. There is so much more to this, I want a manager, not a team leader to call. I need to resolve this issue. I went to the store on Saturday, manager said he got the response from Vodacom the contract cannot be reversed. I said ok, transfer the package to my number, I agreed to pay the handset cost for the next two months but the said they can't do that as well. I have spoken to almost 10 people explaining the same thing . someone needs to resolve this issue.

I was recently contacted by Vodacom with a offer of a Router device with a 60Gig plan for R309 per month. Vodacom said that it is part of their rewards program since I have been with Vodacom so long.
I do have another router with a 20Gig plan for R309 per month but this salesman sold me another router for as he said"exactly the same amount" as my other plan but with more bandwidth.

When the router arrived, I eventually got it to work after some issues with the pathetic after sales person with NO technical background whatsoever.
Well, I then noticed that I was signed up for a 5Gig plan and NOT A 60Gig plan. When I phoned again to bring this under their attention they said that I will have to pay for pro-rata usage of the device until cancellation has happened. This will take approx. 10 working days.

This is really bad service. When I phones the after sales and spoke to linda ntshdu she just told me to cancel the contract.
I plan to cancel all my other contracts with Vodacom and rather use Telkom since they offer better SERVICE even if the rates are a bit higher. Vodacom service sucks.

Renewed 2 year Contract Dec 2017. January account had roaming charges. These were were queried. More charges raised again for February. On previous contact these charges did not appear. Have sent many emails, SMS Twitter and Facebook. Only response is : We will escalate to our senior technicians. The March account did not have these charges.
Emails sent to social.[protected]@vodacom.co.za, [protected]@vodacom.co.za,
[protected]@vodacom.co.za, fax [protected].
Request an answer - Acc IO2894909

My cell phone started giving me problems re accessing voice mails in December 2017 when it started asking me for a password. I have tried now about 10 times to solve this problem via my phone, your branches, on-line to no avail. I still cannot access any messages and all it asks for a is a password which no-one has been able to give me or assist me with.

I have given up but I will not be renewing my contract with Vodacom when it expires.

I have called for a migration. Apparently they did migration and upgrade. Now I can't upgrade due to their own mistake or consultant mischief to get commission.

I have called Vodacom at least 4 times for them to rectify this but in vain. I use my phone for business it is such a waste of time to stay on the phone for an hour or more and not get the upgrade because of someone's silly behavior. It's insane.

The cell phone contract was changed from Smart S+ to Red Select+Voice without authorisation; supposedly on 25 February 2018. I called Vodacom (0821960 twice on 29 February 2018) in this regard. Initially Vodacom tried to say that the change had been authorised but could not produce any proof. This was because it was not authorised.

It was promised that it would be changed back to Smart S+ but this has not been done.

The change adds about R1 000, 00 per month to the account and this is continuing.

I want the contract changed back to Smart S+ and for Vodacom to refund the unauthorised charges.

Good day, kindly assist, on the 18th May 2017 an e - mail was sent to Solomon Kgare at Vodacom to block all WASP Subscription service to be blocked... after I have been conned out of thousands of Rands on my one cell phone, now... after months the same thing happened on another cellphone of mine, also thousands of Rands... Kindly advise what to do, who is liable for paying back my money as the blocking clearly did not happen, or if it did happen... why am I being billed again?

Vodacom contacted me yesterday to say there was an amount in arrears, i explained to him that I want to to dispute the amount to which he agreed but had to put me through to another department, after holding for ages i just got cut off. This morning my line was blocked, i contacted Vodacom immediately and i was told that there is an amount outstanding, i was then put through to credit dept who was extremely rude! She gave me a breakdown of what was outstanding and when the account went into arrears. When i tried to ask another question she told me she's only allowed to speak to me for 20minutes and time is running out. I asked to dispute the amount and she said i need to be transferred to a different department. The next person i spoke to gave me completely different figures outstanding and when i asked tp dispute that i was told to be transferred to a different department.. i then got asked quality questions by an automatic response.. i gave 0 response for everything and after 59 minutes on the phone Vodacom simply cuts the call...
My line is STILL blocked, and nobody can give me correct figures . After being a loyal subscriber for over 15 years this is the treatment that i get.
I now cannot run my business as i have no phone line and will refuse to make any further payments to vodacom until this matter is resolved. I have all of the call logs, contact persons that were useless that just cut me off, will be happy to see this further!