Vodacom
Reviews and Complaints

Hi there.

I would like to complain about Vodacom's devious business practice of having once-off data expire within a month, but then having the monthly data subscription deplete first before the once-off data can be used.

Actual example:
I have a 5 GB monthly data subscription with Vodacom. This data was depleted on about 20 Nov 2017.

I then bought 2 GB of once-off data. At the end of November, about 819 MB was left of this 2 GB data.

This data expires on 20 December, but now Vodacom automatically uses my new 5 GB monthly allocation for December first. This means that I would have to use my full new allocation (which supposedly carries over to January if any is left), before I can then use the once-off data that I bought. But the once-off data expires on 20 December, so I would then have to buy even more data.

Yes, I can buy smaller amounts of once-off data and try to use it all up exactly on the last day of the month, but the less you buy, the more expensive the data!

I can't wait for ICASA to enforce longer expiry dates on data, since Vodacom has the system rigged to extort maximum money from people.

Once again, I am very disturbed by what vodacom has done to me. This is the second time it does this.in 2015, they let someone open a phone contract under my name without my authorisation or relevant checks, signatures or proof documents. How I found out about this is on 23/03/2015 I woke up to a sms from my bank saying that vodacom debited my account. When I called vodacom they said I opened an account on 19/03/2015. I said this was false and demanded them to give me proof. They said I needed to go to the police. I went and got an affidavit then faxed it to them as per their instructions. Fast forward to two years (On 30 nov 2017), I went to apply for a home loan but, I was declined and told that I must first settle my vodacom account and get a paid-up letter. I went to vodacom and demanded an answer as I do not have any account with them. They acknowledged this error and I was told that a supervisor would call me and I was going to be sent a letter. I have still not received any calls. I called them and I was told that I would be sent a letter in 24 to 48 hours. I called today to follow up and now I am told that I will receive the padi-up letter next week tuesday. This is really wrong. First they mess with my credit record and now I must wait for a letter for days instead of them just sending it to me so that my record can be cleared. This was sorted out in 2015. Why does vodacom do this again 2 years later? Is it right that they just mess with people's lives like this? I think I want to report them to the national consumer commission because this is not right. I have never owed them but, they just submit false information to credit scorers about people.

I have been in contact with vodacom for the past 5 days and they keep saying they will send me a letter within 48 hours to confirm that they have corrected this error and that I don't owe them however, still no assistance. Now I am unable to apply for credit as I have been told that vodacom has listed me.

we were desparately trying to retrieve a cell number which was used by PJ Bredenkamp (cell [protected]). His son Keith Bredenkamp +31 6 [protected]
visited Vodacom Woodlands branch in August 2017 to make the necessary arrangements & was assisted by Jacques. When the phone was ready for delivery to Keith, Jacques mistakenly had the cell no incorrect. Instead of 5511 (last 4 digits) Jacques had the number as 5577. Needless to say all doc's had to be cancelled & started a fresh. Keith was on his way to Holland on 21 August 2017 & was promised by Jacques that all would be taken care of & Madelene Badenhorst ([protected]) would be notified concerning collection on Keith's behalf. Since that date in August we have had no joy with this transaction. When phoned Jacques is never available & never gets back to Madelene Badenhorst no matter who she speaks to & with empty promises from all who answer on Jacques's behalf.

I have had problems on my contract (account number: Account number:[protected]) from the 20 September 2017 starting with an online upgrade, not receiving the device. TO get the online upgrade cancelled so that I can get the device in store took up and till 23 October 2017. The first time the account was suspended I thought it was because of the upgrade.
First time dialled for a suspended account:
28 October, 30 October, 1 November, 16 November (in store and dialling call centre), 18 November, 25 November (in store and call centre), 27 November, 28 November, 29 November @ 06:56 again at 16:20, 30 November, 3 December, 4 December @ 06:37 and 15:37, 5 December. The contract is being suspended every evening between 9pm and 1 am in the morning. The account is not in arrears, it's not a network problem, also not a device problem, this is more than 5 weeks with still no resolution. I am paying over a R1000 per month for a service that I am not receiving. I keep on logging service requests that's being closed with no resolution, I am at the point where I phone the call centre twice a day. I want this upgrade cancelled. This is not only wasting my time to get the line activated every day but also interfering with the daily operations of running a business

Customer was contacted on Friday the 24th of November 2017 and offered an upgrade with Vodacom as the current contract is due for an upgrade. An email was received on the 24th to confirm that the order was placed successfully. Order Number: VODACOMONLIN-[protected].

No one from Vodacom has been in touch with the customer to confirm delivery, after numerous follow ups an email was received by Kennedy that he tried to deliver 3 times, however at no point was the customer contacted to notify him of the problem and the delivery address is available from 09h00 - 19h00 which makes it hard to believe that there was any attempt to deliver. There was no response on the email or query and no contact details.

When trying to contact Customer Service they are unable to assist and direct you to online whom also can't assist and directs you to admin who requires an email for the device to be dispatched. The request was sent on the 1st and there has still not been any response or assistance from Vodacom. Tracking number: K0506242.
You wait for over 30min's on the line for someone to assist with a severe lack in customer service and assistance, and nothing being resolved after a very long and frustrating call. The rudeness and lack in assistance or taking any responsibility is appalling.

In store can't assist either as the phone was ordered on line and the status says ordered. The customer has no indication on when the mobile device is going to be delivered and when checking online it states out of stock?

I am finding it very difficult to understand how you have a Customer Service number and team but no one is willing to assist and nothing gets resolved.

This has been a daily battle for over a week now.

I am aware that it is your policy in terms and agreements to take our minutes but im writing to request that you review this policy... Please as I believe its not truely how it should be done fairly...
If I get 800 minutes for example in november but only use 200 then 600 carry over to december so then I get 800 plus 600 for december but when I only use 300 I then only get the 500 from december in january why do you take my carried over minutes from november.
I do believe we pay for our minutes and that we should be allowed to keep all the minutes we pay for.
Perhaps you can tell me why you take the minutes away instead of letting us keep the minutes we pay for?
If I pay for 800 minutes for 24 months its 19200 minutes that I pay for... Why do you take any of those minutes... Im sure all your vodacom customers would agree that this is not what we really paying for if you take the minutes after 60 days? Some feedback in regard to why this is your policy would be greatly appreciated

I was at Vodacom Ermelo shop on 21 November 2017 I signed for a Black Friday special on 20 Gig anytime data with a Wi Fi Router for R249-00 per month x 24 months. I still have not received anything. The excuse now is that the price advertised was wrong and that it is R 449-00 per month x 24 months. I am being treated unfair as a customer and I demand that something be done. I am not starting to regret changing from Cell C to Vodacom

I have requested a callback on one of the One Net products. I`m not 100% sure which of the products would be a best fit for my company.

The Call Center called backed, the noise is so much in the background, on at least two different occasions I could not hear what the agent was saying.

Finally the Call Centre Agent says I need a dedicated Account Manager.

I get included in the e-mail to the Account Managers and that I have to wait something like 40 hours for someone to contact me. No contact yet.

In the e-mail it says, if I am not contacted within the timeframe, there are two e-mail addresses where I must send an e-mail.

I have sent that e-mail to Fuzlin, Seymour on 27 November 2017; not a single reply or phone call.

I dont need someone to come and see my in person yet. I need proper information and experienced advice on Vodacom`s products; which of the One Net products will fit best.

On the 24 November evening, my house needed plus minus 40gigs worth of data for updates for various things. I went out to purchase the airtime as the housemates were having trouble connecting online. I came back after converting the bought airtime only to find out my mates got it resolved and bought their own 40gigs. There was clearly no need for my purchase but it was the evening and I waited till the next morning to call. Before 7am I contacted the helpline explaining that this situation was an indirect double purchase. The agent couldn't resolve the query and I spoke to the team leader. He advised he can only turn my data back to airtime, which I then asked it to be escalated considering the situation and I already have TWO contracts with vodacom so I will never use the airtime as well as the need for excess data is no longer necessary. He advised I should receive a call within 3 working days. 4 working days later I get an sms stating my query was closed? So nobody got back to me. I had to phone and explain the situation again, after 30 mins trying to explain to the agent, it was once again given to a team leader where thet said they would call me back within 24hours as my data was refunded to airtime, but that was never my request and strongly explained in the previous call that airtime would not be used. 2 working days later, still no call backs?! Again, I HAVE TO PHONE VODACOM for answers. I call through to an agent that stated she was a coach and that she would suffice as a team leader? She tells me that it was escalated to the wrong department and the right one she couldn't get a hold of over the weekend just past, gets back to me today (4 December!) to tell me they can only give me airtime! This reply after constant urges to them that I feel I was treated unfairly as I escalated this within 24 hours and was given constant reassurances that it would be resolved. I constantly told them I want someone higher then them to contact me personally as I feel that not taking my complaint seriously and I would take legal action. Even now still waiting for a call at for over an hour since the last agent 'was knocking off' and my query would be given to someone else.

We requested our contract to be cancelled on 31 October 2017 (In writing) and still Vodacom have not cancelled our contract because "they did not receive the cancellation instruction"!

Typical of Vodacom and their complete lack of service!

Who can i contact in management to get this sorted out?

I need someone with authority to get back to me urgently !

I am in Urgent need of help. My cellphone was stolen in Lima, Peru today, 2 December 2017.
I need to block my phone and I have no way of phoning Vodacom to do this.

I am currently working on a cruise ship and traveling in South America until March 2018.

Can someone please assist me.

I am in desperate need of help.

There is no Vodacom email adress that I can email to block phone.

My Blackberry was stolen during May 2017. I went to my nearest Vodacom branch, which is at Gezina Galleries Pretoria. I now have a Huawei, on which I clearly cannot have BIS. I only noticed on my account for October 2017 that Vodacom is still billing me for BIS which I do not use, as I don't have a Blackberry any more. I've been back to the same Vodacom branch twice already, where they've informed me that according to their records, the BIS has been cancelled. I do not know how to rectify this problem. I demand a refund for the full amount since June 2017. Please help.
Thanks.

Good Morning, I would like to express how dissapointed I am with the level of service I had received so far. I had been nothing but a loyal customer to vodacom for many years and now I feel very used and exploited due to my current status in life. I had been OFFERED contracts by vodacom on many oc casinos and my recent contract was of a sasung J5 and I have four other contracts. My first contract had expired now I called to ask if I can upgrade to another device which was the one I like and can afford. My application got rejected and I found out a day after as to the, ", reason" which I'm trying to investigate. I feel as though I'm treated unfairly because you only see it fit to give me contracts on devices you no longer care about and didn't even consider that I'm always paying you well and I have NEVER defaulted not once but throughout the process I'm getting poor responses which I feel are unfair. From now on I want absolutely nothing to do with vodacom as I feel like its discriminatory. I received a call to take out a new contract last week I rejected of because I wanted the phone I wanted but I guess you feel its out of my league. I disgusted with the service vodacom and if I don't receive some sort of professional assistance I'm done with you.

I) I entered into contractual agreement with Vodacom for twenty four months on a special offer which allowed 10 GB anytime and 10 GB night Owl for R 299.00 per month on the 09/05/2017.
2) First there was an issue of considerable overcharging on my first account which took a number of emails with no courtesy of response to explain. suddenly I received a note saying the complaint had been addressed. well I did receive some credit but not what my calculations indicated should be the amount. in any case, I left the matter in obeisance. but I felt unhappy about the lack of interactive communication in resolving my issue since the double debit resulted in creating major issues with my bank account.
3) Now for the past three months, I have been experiencing great difficulty in gaining access to the internet. major frustration since I depend on accessibility which is why with my limited funds available, i took the special offer. many, many friends and others told me that I had made a grave mistake in opting for a Vodacom contract. now I see why they felt that way! Vodacom, you cannot treat your customers from your Ivory tower. Get down to decent customer service. Communicate with your customers. They hold your future in their hands. If you are unable to deliver a service, inform your customers and give them the opportunity to move to an organization that does deliver.
4) Despite three emails to the Trade Partner Admin requesting some form of explanation, I have received no response. Up until the present time, my access the internet is very sporadic and sometimes I have to wait for some time in between work. This is unacceptable since during my first few months of contract the access was instant and i was able to carry out my work. Something changed. The internet is slow and intermittent. it has been told me that my internet has been throttled by Vodacom. I hope not, since there is no mention of such in my contract.
5) Another note of concern is that my data is depleted any time fro the 16th of the month to the 25th. I have requested some feed back as to what is happening to my data so that I can establish where I am perhaps using too much. I have received no assistance with this. In view of the many negative reports about missing data and overcharging, I feel that Vodacom should at least respond to valid queries regarding usage. they call it customer service which i feel is sadly lacking with this organization. in fact, those in control appear to display an arrogant, typical corporate attitude toward customer service, like the client is just an entity. That's
the impression I seem to get!
What can I do. At this point I am looking at a legal means to cancel.

Hi I am an existing client with Vodacom and I must say over the past 4-5 days I am getting a damn crappy service from the departments in which I was transferred to.

I have done an online deal with a sales consultant named Ricardo( 27-11-2017) who suggested me 2x Samsung J5 Prime. Application was done online and the same day I consulted with my partner, we realized that we was not satisfied with that option, the same afternoon between 12-3 on the day the order was made I tried getting into contact with Vodacom to cancel the order and have it changed, up unto this point I have not been assisted! I have spoken to 10-12 different people, web chat, call me back, Facebook page, emails, call center and the service is such that nobody knew what they were doing by transferring me back and forth.

I have confirmed with the courier company and they have advised me that my package will be returned to Vodacom [protected]) and I have not received my order, I had spoken to Sthembiso yesterday, online chat who advised he would tell Ricardo to call me [protected]), prior to speaking to Ricardo, I had spoken to a lady on the 29-11-2017 who had advised me that my order has not left, so I believed that since the order did not leave I could have it changed, but after speaking to Ricardo, he tells me that the order is at the warehouse and he would check with someone if they could assist with cancellation and call me back, before my order could even leave the warehouse, I attempted to cancel but he said me he will get back to me and never returned my call, instead they dispatched the order that was not needed. So i have been told that the person who did the deal has to cancel the deal, Ricardo did NOT do that instead they just despatched the order when i clearly stated repeatedly I did not want the two J5 Prime.

On the 28-11-2017, i applied for a Huawei P10 Lite- R249 rental, that too, nobody has contacted me yet regarding the deal.

I have contacted all the numbers which each person I came into contact with advised me, from customer care to cancellations, to after sales and i have been going in circles. I WANT RESULTS! These people are wasting my time and quiet frankly I am not phoning from a vodacom line, to call day in and day out speaking the same [censor] to each consultant and having no results, this isn't the type of response Vodacom representatives would like when they request a service. I am done phoning and I am not going to be responsible for any additional charges, I have did alot of "beating around the bush"

Should this matter not be resolved, Vodacom must compensate me for the time I have wasted, airtime i have lost being put on hold by each agent and efforts that were wasted due to the lack of response to assist me with my query.

I have wasted far too much time getting into contact to rectify the issue but its seems nobody is able to assist me! So this is my problem and the reasonable solution is that someone deals with me directly, contacts me up until the point my issue is resolved and my order- The correct Order with the Huawei p lite is delivered to my desired address .

On Monday 23/10/17 my wife and I went to the Vodashop branch in Northgate shopping center.
She was given an option to upgrade to a 2 for 1 cell phone deal for a LG Q6 and the LG K4, but told the K4 was not currently available but the sales man said he would be able to get it for Wednesday the 25/10/17.

It is now the 30/11/17 - 5 weeks later and we have called 3 times during this period requesting the K4 cell phone.

Always EXCUSES. not available, new manager, it's coming...

After trying to contact people at this "Franchise" we are only left with the option to go the legal route. This is a breach of the Consumer Purchase Act

There are a number of additional issues with this 'contract' - namely, the loss of use and the additional time offered on the call time, etc. etc...

why do companies, "franchise's" not realize the problems they are causing for consumers.

I believe we are by no means the only ones affected by this problem at Vodashop Northgate.

Time to look at changing to MTN or Cell C

Vodacom has THE WORST SERVICE ever. Do not buy from them. They are "repairing" my phone for two weeks now. Before that, they "repaired " my phone for 11 days and did nothing with it. It came back with the same problem. They promised me a new phone by yesterday morning which they didn't deliver on. Now the call centre and repair centre is unavailable and not taking calls. How pathetic is this?

I placed an order with Vodacom online for the sony xperia xz1 on the 28/11/17, I received no communication from vodacom regarding the deal only to find out today after holding on for more than an hour that the deal was for cyber Monday and was no longer available according to the call center agent. The deal is still available on the web site yet vodacom states that it is no longer available. The ad was also shown on dstv on the 27/11/2017. I have called the customer care line 10 times today and no one working for vodacom seems to know the email address 1st for the complaints dept nor the admin dept have been giving to address that dont exit.

I was offered a contract which I signed on the 28th of November for a deal package that consists of the Huawei P10lite and the P9lite (bonus cellphone) for R369 per month.
The assistant (whose name I would like to keep confidential) logged the contract and said the phones will be here within 3 days. I wanted to go to another shop since this particular shop did not have the phones immediately available and then the assistant said it is not necessary as she ALREADY PROCESSED the contract!
Today (30 November 2017) is the third day. She contacted me this morning saying that the offer is not available anymore because according to her the P9lite is not manufactured anymore; it is discontinued.
My sister confronted her this morning at the Vodacom shop in strand and the assistant apologized and said she made a mistake and the contract should not have been offered as it was a black friday sale. The assistant said she destroyed the contract. This was done without my consent.

Keep in mind the contract was OFFERED and SIGNED after black friday on the 28th of November. According to me it is a valid contract since I agreed to and signed the contract in the presence of a Vodacom assistant who offered the contract to me in writing. She kept the copies and therefore I do not have a copy of the signed contract. Based on this, the expectation was created that I will receive both the cellphones and the 24 month contract today, dated 30 November 2017.

The mistake was not on my part. The deal should not have been offered in the first place.
This is unacceptable. I expect this to be rectified in an appropriate matter such as offering me the contract (both cellphones for R369 for 24 months) regardless. I've been a Vodacom client all my life and it would be a pity for this to ruin an otherwise pristine experience.

Edwin Anderssen [protected]
Estie Anderssen (sister) [protected]

I have been a v.I.P customer for several years . My deal I signed was for R 2000.00 per month I get unlimited calls and 5 gigs of data and no third party allowed to contact me.

Background
The relationship became strained when not only Vodacom started charging me for extra line/ top ups without any agreement or being done by myself, which I could not sort out after been given assurances it would be sorted out and reversed but when my bill arrived, this had not been done and suddenly the bill was doubled . On approaching Vodacom I was informed that third party's getting all my information including my bank such as red club, smart it, top adult referred to as Waspa and this was the reason . I have not given any authorisation or signed up with any WASPA. I was told that when I get the messages from them which I ignore, if I don't opt out I am automatically subscribed. This is illegal and these WASPA should loose their license to operate as well as be held accountable. Vodacom has no authority to bill me for stuff I have not subscribed to on my own accord or agreed to.
Vodacom told me to deal with waspa directly to get credited, as they don't deal with third parties although the cost is on my Vodacom bill and they have taken the monies without assisting to resolve this.

I then got hold of fraud and forensics at Vodacom and was informed that they understood my problem but could not help me as it was also happening to the Vodacom staff ? I keep phoning for an update and resolution without any assistance from Vodacom and the same answers all the time. It's been escalated. So frustrating I could have a heart attack.
I have gone to customer care so many times to get the same answer I'm at my wits end.