Vodacom
Reviews and Complaints

I upgraded on the 4th Oct 2017 and took and Iphone SE. On the 6th Oct the new Iphone froze up and died. Went back on 7th Oct with Iphone, which was sent into Iphone for repairs, of whom wrote it off. On 13th Oct the Iphone was deactivated from my Icloud acc. Was told by manager of store that new shipment will arrive on 16th Oct but no stock arrived. I was then offered the Iphone 6 at an additional cost of R1300.00 once off. On the 17th Nov I was told that they will cancel the upgrade. On the 29th Nov I was told that upgrade cannot be cancelled being more than 14 days old form 4th Oct. This I might add was not brought to my attention at any time during the above. At this moment in time 29th Nov I am still without a new phone as stock for Iphone 6 is not available. Due to the fact that none of the above was my fault, therefore why should I be made responsible and have to pay such a lot of money.
Vodacom, Shop L8A
Alberton City
[protected]
Sales Rep PK Cell No. [protected]

I applied for the 80GB mifi router special @ R399 pm/24m as well as the HUAWEI P10 lite + HUAWEI P9 lite for R249 pm/24m through Vodacom Lenasia.
Been advised today that VODACOM will not be fulfilling customer orders and that there is nothing that can be done to them as they have the right to cancel as & when they please.
This is false advertising and against customer rights. Customers such as myself could have rather gone to a service provider that would have fulfilled their promise.
This leaves a bitter taste when considering a service provider in future.
Why use Black Friday to fool customers and waste everyone's time ?
This is unacceptable and giants like Vodacom should be brought to their knees as they are blatant liars.

I received a text message that my data was at 3.0mb on Sunday 26/11/ 2017, I immediately went on to check my balance, which confirmed that i had data of more than 140mb, on the same day i bought airtime of R55. I therefore went online when i needed to, because i was content that i had data. Whenever i checked airtime balance during the week, my airtime was not affected, because i had sufficient data. This morning 29/11/2017 i went online, and suddenly was locked out due to insufficient data and airtime. Please note that this incident happened in previous weeks in the month of October and November 2017, where i would get a message that my data has been depleted only to realise that i still have sufficient data. I contacted Vodacom customer line today 29/11/2017, and spoke to a consultant who could not resolve the problem. I eventually spoke to a manager by the name of Dean Sanders who mentioned that they can't resolve my problem since i have exhausted my data because of my own use, even when i related my experiences with Vodacom sending erroneous text messages, and the sudden of depletions of data. The manager provided me with estimated minutes of the time i spent online, arguing that it is the reason why my data was depleted. He did not address the issue of disappearing data, and false text messages I have received from Vodacom. He did not apologise and offer to refund any of my lost data and airtime. I asked for a copy of our voice recording, he then referred me to Vodacom website. I am at lost for words in how Vodacom deals with customer queries, even worse with how i have been repeatedly scammed by this service provider yet there is no accountability on Vodacom's part. Please assist in bringing Vodacom to book, not only for me, but also for people out there who are experiencing a similar discomfort.

I phoned Vodacom retention on Sat 25/11 to find out what the balance of my contract was as I was planning on moving both my contracts to MTN. Webster spoke to my wife and I (speaker phone) and offered a deal which included two hand sets on the primary number and none on the secondary number. The total package would have been R849 per month. I initially declined but on the Monday phoned back to take up the offer. I spoke to a second consultant and assumed that offer from the Sat was captured. I phoned back on Tuesday as the Customer service system went down and the agent could not assist. I phoned back on Tuesday and spoke to a third consultant who said the deal was possible and that I had to pay in R7000. I asked to speak to Webster and when he came on line he said that it was never a combo deal. My wife and I both understood the conversation on the Sat and it was clear what the deal offered. My contract can be cancelled 1 Jan which I intend to do but find it incredible that a listed company can entrust their well being to a few uneducated youths with no experience and no care for the company they work for. ABSURD!

In February 2017 there was fraudulant activity on my profile. An account was opened in my name. After sorting out the issue with Vodacom, a block was placed on my account. I could only do upgrades or changes on my account by physically going into a Vodacom store with my ID. In July the same thing happened. This time 5 fraudulant contracts. I have been trying to get Vodacom to solve the issue since then. About three weeks ago, they started calling me about an arrears account. I called the accounts department a minimum of five times, explaining to them that the arrears amount need to be credited by Vodacom due to fraudulant contracts which I am not responsible for. They just kept on calling me, to the extent that I blocked their calls.
On Monday 27 November, Vodacom cut my lines. My son, my daugter and I earn a living doing marketing from our cellphones. My daughter is on the road a lot, and her phone is the only way I can keep tabs on her safe movement. When I phoned in, I was told that there is a block on my profile and that I had to go in to the nearest outlet with my querie. I drove 170km from the farm to Kimberley to try and solve this, only to find that another fraudulant contract was allowed on my profile in August. The consultant, Bjorn, at the Vodashop at Northern Cape Mall went through my statements only to co clude that in fact Vodacom owes my R1600. He then sent this information through to Vodacom's fraud department. As I am writing this, my connection has not yet been fixed. I want out of this deal with Vodacom. How can I cancel my subscription and walk away from this. Please help.

Hi,

I want to submit an URGENT complaint!

I have been having endless problems with my Blackberry Priv taken out on contract and is still on contract. I decided to eventually take it in to N1 City's Vodacom to have it repaired. When I went to the store, a gentleman by the name of Sven wouldn't even allow me to enter the store and asked what I wanted. I said I have my ID and would like to give my phone in for repairs. Its a contract phone. He said I would need to come back with my ID and my cellphone box. The next day I returned with both of what he requested and a lady helped me. I gave her my box and she asked me why I'm bringing my box as its not needed, only my ID is needed. I asked her WHAT! I was told to bring this before I could be helped! She said sorry its not needed and finally helped me. Thank goodness!

She has mentioned to me this will take about 7-14 days. I was fine with this and left. The second week I phoned and asked if it arrived and guess who answered. Sven! Poor customer service! Poor! I asked if he could check if my phone arrived and requested my IMEI number. I said I do not have that on hand but I mentioned I have my name, surname, cell phone number and ID number. He said no he will need the IMEI number. I said okay fine, I will go look for it and held onto the line at my request. I told him I am still looking for it and he said okay, just give me you name and number. What! Really? It seems like he dodges any sort of work that needs to be done . He sounds like a lazy employee! I went into the store the next week and asked if my phone arrived they checked the system and says its in the store. When they went to the back. Guess what? No phone! They tell Mr to wait for the guy to deliver their phones. They asked me to wait an hour! I waited and guess what. Still no phone! The driver never ever brought my phone!

This is going on for almost a month that I do not have a phone but paying a monthly installment of R360! Its no joke. I need my phone or if you not able to provide me with my phone. I want a new phone!The same brand and type of phone! This is wrong. This is not on guys!

Get back to me with a solution and what will happen with a fee I'm paying but no phone on hand. I want answers!

ID number [protected]
Dominique Clarissa Morland

As far as I'm concerned I waited till midnight to get a a good deal for black Friday but yet again Vodacom disappointed me false information provided as a screenshot.

I spoke to 3 webchat agents who promised to call but received none I finally get through to an agent who tells me there is no stock.

So what was the point of giving my details to something I could not get when it was available I await some type of response as the email your agent provided me is out of service or not available.

Your customer service is unhelpful.

Kind regards
Suroor Solomon

I took out a data contract at tthe end of Sept 2017.

60GB per month at x amount.
30GB Anytime Data and 30GB night owl data.

The 1st month went perfect.
The 60gb was loaded for the month of September 2017, no hassles. I was so impressed. But should have listened to ppl warning me NOT to sign a contract with vodacom.

in my 2nd month, On 01 November 2017, i only received half my data, which was 30gb.

After weeks of hassles, i was told that the missing 30 gb nightowl data has been loaded and the replaced the anytime data from the off peak data as per my usage report.

I have since logged online to check if the missing data has been loaded, and no suprise - it hasnt been loaded. Im still missing 30gb.

The app wont even reflect any data balance, which is why im forced to login online.

I have been escalating my issue for weeks, with no results. 24 days into the month and still, the account has not been sorted out.

But come month end and vodacom will debit my account sagerly, wigh no errors. They good at taking our money while stealing half our data.

Thisbisnt rocket science, so why on earth can they not fix this error and my data as per our signed contract?

Whats so damn difficult? LEADING service provider my [censor].

Just fix it [censored] !

I swear i wkll block the debit since vodaco is in breach of contract and i will lodge a formal comllaint with NCC and take legal action against vodacom

Reference 003S-SCR4
Reference [protected]

The morning of 23 November 2017 my husband went and collected my cellphone upgrade (LG K10)at the Brooklyn Mall Vodacom. Less than 6 hours later I arrived home after work and opened the box etc, only to find that the copper pins that read the sim card were all bent on this brand new LG phone. My husband immediately took it back to the Brooklyn Mall Vodacom to get an exchange and was accused by "Welcome Buda and Manager" of damaging the phone and trying to give it back. They refused out right and insisted on sending it to their technicians to fix. This is then not considered a new phone, I opened a brand new sealed item and found it to be damaged. I am now forced to pay for a phone that is not new or in working condition as I am now no longer allowed to cancel my subscription with Vodacom as I have already received my upgrade!
Vodacom Brooklyn Mall consultants are rude, unfriendly, disrespectful and couldn't care less about their clients.

Good Day,

I am highly irate at the level of service and lies provided to me by Vodacom.
Yesterday, I purchased 55MB. I have uncapped Wi-Fi at home and I have Wi-Fi at work as I work for a mobile company.

The reason I monitor the use of my data is because there was an incident whereby I loaded 100MB of data in the morning at 7am. I left my house, drove down the road (less than 2 minutes) and I received a notification that my data bundle had been depleted without me even using the phone. I called Vodacom - the reason given was that "I was on the internet" - absolutely impossible as my phone was locked and I do not use my phone while driving. And it is absolutely impossible and illogical for 100MB to disappear in 2 minutes - even if you watching a video on YouTube - it'll never take that amount of data. For the incorrect reason given by Vodacom, I was refunded with 1GB data.

Second incident - I loaded 250MB data - while at home on the Wi-Fi I received a notification - data depleted within 2 hours. I contacted Vodacom and again they said "the Internet" and I indicated I was on the Wi-Fi. Vodacom reimbursed me with 500MB data. The consultant indicated that I must put my mobile data off so that Vodacom does not use my data OVER AND ABOVE the fact that I am on the Wi-Fi.

Ever since then I keep my data off and only use it for essential Applications like WhatsApp, Google Maps. And I do regular balance check-ups over and above the sms notifications.

Yesterday, I loaded 55MB data. At work I am on the Wi-Fi. I was in a meeting from 8am until 12pm - I did not unlock my phone until after the meeting. I went onto WhatsApp ONLY, and it showed "connecting". I immediately checked my data and it was 0.00MB and my airtime of R9.00 was taken too. I called Vodacom and they said they had to investigate. Not one single notification came through to my phone. And no answer was given as to where the 55MB had gone to.
Ref: [protected] - 12:08 [21 Nov 2017]

Today, 30MB of data disappeared within an hour. It was loaded at 15:15. I went onto WhatsApp to send one single message. At 16h20 when I accessed my phone again 30MB was gone. Again, not one single notification came through to my phone. Call to Bernard - he said I was on an Application called Apple Push - there is no such application on an iPhone and it's impossible to be on an Application when my phone is locked. They indicated they investigating.
Ref: [protected] - 14:20 [22 Nov 2017]

I called back to find out what happened to my 55MB data and 30MB. Zanele had then CHANGED the story to say I was on the Internet. I asked to speak to a Supervisor and Neo said to me that he's not going to escalate the query because it shows I was on the Internet - which again is a lie. He then said, there are background Applications updating - he was basically just throwing different scenarios up in the air and hoping one would stick. From PREVIOUS BAD EXPERIENCE I know to keep my data off and there are no background updates - as I have Wi-Fi there is no need for me to use endless amounts of data - which is why I knew 55MB would last me until my top-up on the 1st of the month.
Team Leader
Neo Padisho

Consultant
Zanele Kume

Ref:[protected] - 21:04 [22 Nov 2017]

So I have received 3 different LIES from Vodacom. Apple Push, Internet and Background Apps updating. I know how I set my phone up and I was not using my device so there's NO REASON for data to disappear! The very fact that I need to constantly watch my data from Vodacom taking my data is ALARMING.

I am not satisfied with Neo at all. He refuses to answer my questions. Nobody can give me an honest answer at Vodacom and I am tired of hearing all the lies.

Due to the first two experiences of Vodacom taking my data and lying about me using the Internet - I am not accepting Neo's, Zanele's or Bernard's responses. As they are all not corresponding. And from previous experience of my data been taken away without me even using my phone. Vodacom cannot keep taking my data and lying to me about it.

Awaiting your response.

Thank you.

I phoned the call centre on 27/10/2017 - said I have to phone back on the 3/11/2017 as then my statement closes
phoned back the nr 0821946 they have given me - spoken to lady - said to her that I dont want telephones to be blocked this is why I make this payment arrangement - got ref nr 1/[protected]
I kept on receiving telephone calls during the month from vodacom= I did not understand - I phoned once again this nr - lady said that there is an arrangement in place for 25/11/2017 I can just ignore calls this is done by the system
now yesterday 23/11 my phone is blocked - phoned call centre 082111 yesterday evening - no one can assist had to waite until morning 08;00 to unblock - now lady sibongesi says cant unblock first the payment!? I have an arrangement until 25/11?
says that in future I cant logg a call through customer care as service request? I explained my situation why was I not assisted in the correct mannor? my I have to pay additional fees per tel number to get unblocked? now my profile will read I did not keep to promise to pay?

I am due foe upgrade I requested in september already the Vodacom Smart V8 smartphone there was no stock I am now due on another contract for uograde I still want that phone its advertised in the latest Vodacom lets talk magazine and offers and guess what still no stock how can u advertise a deal and dont have the phone like a car dealership advertising bmw and only having nissan stock please advise on yhis as soon as possible Bronwyn [protected]

I have recently migrated from contract to prepaid. Migration was not fully explained by call center agent Sifiso (retentions) department from vodacom. I phoned vodacom to complain and was advised that Sifiso and his team leader would resolve my issue and I would get a call back... None of this happened. I have since then phoned the vodacom call center and it has been over 48 hours turn around time to resolve my issue. I have posted on the vodacom facebook page and nothing... I have rated calls but no one gets back to me. I cannot use my phone for Internet purposes let alone maps... My calls have been escalated but still no resolution, let alone a phone call. I am utterly disgusted with the poor level of service delivery from vodacom in this regard.

Over and above the complain logged with Vodacom, I cannot receive call? Whats the purpose of being with your network if we are disrespected like this and no one gets back to me?

this is disgusting service...

Refer ticket no [protected] supplied to me on 20 Nov 2017 by Randall Caimcross re obtaining a booster to enhance cell reception.
Telkom cables were stolen - therefore no alarm system. Cannot use cell phone in home as there is no cell signal.
I have informed Vodacom that I do not have cell reception. However they persist in sending sms msges re missed calls to my cellphone. Please call on satelite number provided or email address given to Mr Caimcross.
Many thanks.
Christa Starke

I cancelled my contract with MTN and went over to vodacom. Dudu helped me at narrowed branch and said it will take 24 to 48 hours for the sim to be activated. (I only took a sim contract) after a few smses to Dudu with no help or reply, i went in to the shop after 10 days to cancel the vodacom contract because of no service at all. She went to the back and after a while came back with a guy. He said, "good and you." I said i am not good and unhappy because of the bad service after 10 days. I said you people (i did not know his name because he was not intreduse to me and he did not hava a name tag) he rudely interupted me and said husly "i am not youre people!" I said you are family of vodacom and you are one of them. He said i am not there family.
He turn around and walked away talking to himself. Dudu followed and after a long time came back and start talking to other people. When i said i cant sit there the whole day, she said o you can go i dont need anything from you and it will take 3 to 4 days for cancelling. I had to go to another branch after 12 days to get my phone to work again.
I do get smses say that my account is in arrears with R435 for the past month.
The customer call centre is no help at all and dont do anything about it.

From: ceri klue
Sent: 22 November 2017 12:39 PM
To: 'Patricia.[protected]@vcontractor.co.za'
Subject: FW: URGENT REQUEST I3807130-2 P FERREIRA PAYMENT

To Whom It may Concern!

Background of the matter:
The aforementioned account is used throughout Southern Africa.
The person using the Vodacom cell phone numbers attached to this contract is employed by our company …..solely contracted to the Oil Companies (BP, ENGEN, SHELL, CALTEX)
PLEASE NOTE THAT THIS IS THE FIRST TIME THE LINE WAS CUT.

My Urgency and Argument:
Not once …..was the client contacted to ask if debit order can be re- debited or deducted on a different date.
(these guys are away for months at a time doing large projects)
The line was just restricted.
Full amount due was paid nearly 35 hours ago already
Please be so kind as to sort any communication issues within your branch as this matter is of a serious nature and can adversely affect future business.
Monies was in account for debit about an hour after actual debit was actioned.

Conclusion:
Please be so kind as to re-instate communication to aforementioned account holder and check your track records before instating action on your good customers.
Communicate and all can be sorted with immediate attention.
Alternatively we will advise our contractors to join another network that may have better communication skills.

Yours Faithfully

Ceo
C. Klue

Here is a copy of the e-mail I've send to Vodacom direct complaints. How can I pay for service if I can't even use the service/phone. The e-mail explains it all.

To whom it may concern.

I am one of a million of your unhappy clients at the moment. I recently upgraded Online. I upgrade online since I can not get to any vodacom shop since I do not have transport. (My car was stolen. Case number 08/10/2017 Buffelshoek SAPS), just in case you think I'm just using this as an excuse.

Right, so I upgraded. I received my phone. Whoopy, they did not send me a nano sim card for the phone. So here I go. Call vodacom, Yes mam, sure we'll send it to you, sorry for the inconvenience, you should receive it within 7 days. Now I sit and wonder (following day). I have not received any sms to confirm that this sim card is on its way like they said. So call vodacom again. "Yes mam, let me just check and make sure (check) "Hello mam, yes it is confirmed you should receive the sim card within 7 days. And yes mam, you should not call us again before next week Tuesday if there is a problem.

So now I waited 7 days. Right 7 days passed, no delivery of sim card. Phone enquire, "Yes mam, sure just hold on I will put you through to Kelly. Sorry mam I don't know why she does not answer, the phone rang and she picked up but she put it down and we can hear her, but she is not talking to us. Hold. Got cut off.

Now this really P's me off a lot already. So phone Vodacom again. "Yes mam sure just hold the line let me check for you. Mam it says here that you should go to your nearest Vodacom Shop to purchase a sim card and we will refund you. "Whaaattt! That's not what they said. How the hell must I get to a shop if I have no transport. Why lie to me and say it is being send and I will receive it within 7 days if they weren't sending it"

Luckily Amanda said she would put it in her request and tell them about transport problem etc, it will be send to the back office and they will take it from there.

So now you see, this is all Amanda could do regarding her part of the job. It all depends on back office now if I would get a sim card so I can use my phone.

Now I want to tell you, THIS IS UNACCEPTABLE. We make our purchases online for a reason and mainly because we can't get to a shop nearby.

This is not the first problem I have with Vodacom. Your services are really dunking. I filed a complaint previously and after I just let it go. A year and a half later someone contacted me, (I have forgotten about the issue since I'm screwed anyway, nothing I can do about it), yes mam we just wanted to tell you that we will look into the matter. 6 Months later, yes mam, we just following up on your complaint. 6 months thereafter, someone contacted and came to see to my problem.

So now I want to know if this matter/complaint is going to take another 6 months or 2 and a half years to be exact, before it will be resolved or taken care of.

I am waiting for a very urgent report back to me in 24 hours, since that is the amount of time that businesses have to look into their e-mail complaints.

I am really really very disappointed in Vodacom. I have never since I had my first contract even thought about any other network since Vodacom has always been the best, but unfortunately I can not say the same anymore.

I trust this issue will be looked into ASAP and am waiting for your reply.

Regards
[protected] C. Maritz (p/a RA Pretorius)

Today, 21 November 2017, at 19h06pm, there has been no network connection to my Samsung Note 8. I called the customer care line, and it is pathetic the calibre of employee's that Vodacom employee, they cannot speak, it seems that staff is partying instead of assisting customers. Staff cannot pronounce words properly, they accented and should not be in the call center.
secondly, no one could assist me. I am a single female that does a lot of travelling and i live alone, i need my phone operational all the time.
I am told by the agent Sifiso that he cannot help me as my account is with collections, i asked for an explanation that he could give me as to why this account is at collections.
The collections department works from 8am -5pm, how does this help customers?
i am extremely irrate at this moment as Vodacom has dropped it standards to become the worst network ever.
Every day around 7pm, I have this network problem and i keep rebooting my phone thinking it is a problem.
i would want someone to explain this to me as to why my account is with collections and what does this mean as staff in the contact centre is not knowledgeable to assist.
I am now ready to port my number as i have had too many incidents now with vodacom. Vodacom has become the worst service provider in telecoms.
In an emergency, i need my phone, must i wait till 8am to have this rectified when this is not my fault and now i am inconvenienced by someone's stupidity.
does Vodacom even care about their customers? I don't think so, its all about them making money, whilst customers are inconvenienced.
if our accounts are not paid, then that is a problem and we end up paying more and handed over to be credit listed, but when Vodacom F...up, customers have to accept this and stay quiet. I don't think so.
Being the useless giant that they are, they need to take other factors into consideration.

I loaded airtime (21/11/2017) loaded data the same time... When my data was finished I didnt get a sms saying my dada is finish... so when I was on the internet, thinking I have data, all my airtime got finished... Vodacom is really a money waster and time waster... Vodacom is to expensive and it snot the first time this has happened, Cell c here I come!

I have made an upgrade of an LG Q6 cellphone on the 24th of September 2017 from Vodacom (Quatation No. [protected]); (ID [protected]) and kindly resolve the change of bills on my invoice because the bill of R520.72 that Cellsure/ Vodacom increased on my invoice which differs to the one I agreed to pay on my contract is absolutely ridiculous and abusing my right as a consumer to be informed of any changes and breach of contract/ agreement. Also take note I am not willing to pay ANY AMOUNT other than the one I have agreed to and signed for on my contract which is R473.49 FOR TWENTY FOUR MONTHS and this is not the first time I have lodged a dispute with this problem and no one took any action. If someone does not resolve this issue and correct my bills before the debt order is made on my account, I am hereby giving you notice that I am going to escalate this matter with every corner of legal action and consumer protection.