Vodacom review: illegal activity on accountd 142

i have logged queries with vodacom and hello peter and vodacom has still not done my refund. they ran a debit order for a contract that was cancelled with nashua. i have sent all the documentation to them, the cancellation documents and the bank statement showing that they ran the debit order. in decemeber i called them to ask why the debit order was run if the contract is cancelled. they had the excuse that Nashua did not cancel the line. which to my knowledge was cancelled. so nashua migrated to vodacom and the line was activated again and the debit order ran. vodacom cancelled the line in december and promised a refund which was not done yet. i call them once week to find out how far the refund is and last wednesday the money was supposed to be in my account which is not. when i spoke to them today they had put me through to different departments numerous times and they cant seem take responsibility. the bucket keeps getting passed. i sent them mails over and over again. but they say they never received the documentation which is a blatant lie. they are quick to take your money but they dont want to give it back. the staff there is incompetent. they are frauds. they blame me for this and keep stealing my time and effort. does not matter how many times the documentation get sent or i make calls they keep passing the buck and dont want to do the refund. i am so sick and tired of them. i have wasted many calls and emails and too much time to get this sorted and i dont know where to go or what to do? please help. i need my refund.

In Dec 2017 we took out a Data contract together with Samsung Galaxy tablet. This was a Christmas present for my daughter. We gave it to her immediately so that she could play with and and that we can test it before the 7 day OBF period. The device wouldn't charge at all. I contacted Samsung who said it was a device problem and Vodacom needed to replace it. Vodacome refused to replace the device until it had gone to their service/repair department. We emphasized that this was a Christmas present and we needed it resolved before Christmas. On 23 Dec we were told that the device was in fact faulty and that it would be replaced. However, they had NO stock. I cancelled the contract and purchased a device from elsewhere.At the end of December I was billed for this contract and at the end of Jan I was billed R5500 for the device. This amount was included in the debit order that was debited from my bank account. I contacted Vodacom immediately and it took a week to get a response from them. On 9 Feb I managed to get them to agree to refund the R5500 to my bank account and not as a credit on my Vodacom account. I was told the refund would take 7- 10 working days. On 23 Feb I queried why this amount has not been paid into my bank account yet. I wsa told that my FEb bill has now been offset against this R5500 and as the credit in my account was now less than R5500, I had to request the payment to my bank account again. I have been sent between departments all morning and nobody can give me an answer. I find it unacceptable that I was charged R5500 for something I never had and even more so that this amount has not been refunded to me. This is a very large amount to have debited from ones bank account if not budgeted for. Dealing with Vodacom is a nightmare as they seem to be above the law and their policies supercede the Consumer Protection Act.

My first issue is Vodacom's outrageous out or rates data billing, I was charged R7000 for apparent data, then it took them 4 months to give me feedback, and during that time they blocked my phone, cancelled my number and kept on billing me monthly, after 12 months I still have not received a copy of my contract as requested more than I could count how many times.

Eventually I went to customer care in Vodaworld to pay my account so that my phone will be reactivated. So the consultant gives me the forms to sign and sends the paperwork off to reactivation's and proceeds to tell me it will take 7 working days for my phone to be reactivated.
Much to my dismay today i call vodacom to find out when today my phone will be reactivated, and not to my surprise the consultant tells me, - o no sorry mam the wrong paperwork was sent through to us, you have to go back to Vodacom to resubmit the correct paperwork.

So now because of there useless customer service I have to wait another 7 days for my phone to be reactivated, and apparently there is no manager or senior person available to talk to.

worst service in the country! useless company

I have been trying for two days to get my account rectified and my phones reconnected properly. As I cannot do it myself I requested my wife to do so on my behalf. They refuse to help her even refusing to give her a fax no for me to write a complaint and fax to them. I was behind 28.00 on my account. On the 9th of March they deducted off 2252.00 of my wife account which is much more than my monthly contract price of 1079.00. When my wife wants to query why our phones are off even when our account is over paid. They refuse to help insist I talk to them. They refuse to give my wife a fax no for me to write a letter. My working hours are daily 6 to 6 from monday to saterday I am not allowed phones at work could get suspended if I have one on me. Now they are forcing me to take a day off to solve their accounts problem. I feel my wife have every right to talk to them as the phones may be on my name but the payments for all three phones are taken off my wife banking account. I cannot believe they cannot fix my account or assist my wife with a fax no to fax them the bank statements. This is bad what will they do if I cannot talk or been in a accident will they still refuse to help my wife. In today's life we do not need more stress. If my wife account is good enough to pay for our phones she has as much right as I to talk to them and fix our problem. What is the secret about not giving a fax no or email address

Vodacoms services is up to scrap we've struggled the last year or with their service they don't deduct their payments on the right date then cut off our phones then we have to pay more each month in order to reconnect our phones. than when we phone them and say that they send through the wrong amount to be paid. then they cut off the phones. like today they said we have to pay r1900 because they didn't send through the right amount. so now they are going to cut off our lines again but we have to pay r750 or they're going to disconnect our lines. is that our problem or theirs?

How can Vodacom increase a subscription that was agreed on a fixed amount?

I got this email this morning

Dear Customer

For more than 20 years, Vodacom has worked to increase the speed, quality and breadth of mobile coverage in South Africa. At the same time, we've focused on making our services better, faster and more affordable despite the effect of inflation on our costs.

Even with our cost reduction efforts, market conditions have made it necessary for us to increase prices on some of our products.

On 1 May 2017, Vodacom will be increasing subscriptions on selected price plans. Your Smart XL subscription will increase from R699 to R739 per month.

We would like to thank you for your support and assure you that Vodacom will continue to provide the best network experience in South Africa.

For more information on the changes in pricing please visit www.vodacom.co.za/prices.

I seek information on this exact issue. How can vodacom increase our contract subsciption. This is illegal and not the price that was sold to me & what I sign for on the contract.

If you think Vodacom delivers pre-arranged and vital international roaming facilities, think again- there a good chance they will not- When you are overseas without roaming, don’t expect much help from them either.
I requested and received international roaming service from Vodacom many years ago. Three times last year I found my roaming service to be inactive, despite checking with Vodacom before I left. On each occasion instead of just resuming the service, I was instructed to meet Vodacom's “special new” requirements in order to get roaming service reinstated. One of these conditions is/was impossible to meet. To re-instate roaming took Vodacom a roughly week on each occasion, during the week Vodacom repeatedly told me that roaming was enabled yet my phone was dead- a travelling companion had Vodacom roaming services.
When approached for an assurance that it would not happen a 4th time, Vodacom CEO office’s response was to offer profuse apologies and to deny access to the Vodacom Community web-site to discuss their general response of "That's the way it is -live with it". I wonder how the Vodacom CEO handles such poor service when he travels internationally.

On 27th of march i did a sim swap. I asked to get my number [protected] back and had a new starter pack and i phoned from [protected]. After 5 hours a message came through that it has bèen processed and completed. I could not get my bbm to work so i phoned 082155 and they said that it has not yet been loaded on yet. So i woke up this morning 28th march and saw that my number is the [protected] that i phoned them from. I again phoned 111 again and asked why it was done this way. The lady then told me that the agent that i phoned must have mixed it up and i must just go buy a new starter pack and phone again.so i must waist my time and money again for something that was not my fault and have a number that i cant use. The lady blatently told me she cant help. So i waisted my time and money doing it through 'help' line. I would like an answer on why their mistake is now my problem. Feel like changing my service provider.

Ek wil ook graag weet, aangesien ons penalties moet betaal as ons die kontrak wil kanselleer. Geld dit dan nie ook as kontrak-breuk nie? En dan kry ons selfs 2dae kennisgewing! Pateties!

Around October I took out a contract with Vodacom and received my iPhone 5.

I stopped receiving any sound notifications, and the “mute” clip on the side was loose. In the beginning of March I brought it in to be repaired. 10 days later I phoned to follow up and was told there was water damage, and that it would cost me R600-00 to repair. I reluctantly paid as I was sure I hadn’t got water in it.

I collected the phone, and nothing had been done to my phone, and I still had the same problem.

My husband and I brought it back and dealt with the manager of sales and repairs at your V & A branch (I think his name is either Gary or Grant). We had to wait for him to come back from having a cigarette. When he was trying to track what had been done I noticed he was getting text’s on his phone, and curiously leaned over to see what was keeping him so occupied, needless to say there was a porn picture sent to him which apparently needed his more urgent attention.

We left the phone with them, that was Saturday the 28th of March, the following Wednesday my husband instructed them to send it away to repair it properly.

On numerous days my husband tried to follow up with your repairs manager, but he was never in the office. A few times after that I dropped in and every time he was out having a cigarette break.

My husband managed to get hold of someone at another office of yours and was informed that the phone only reached JHB and had yet to be assessed on Thursday the 2nd of April.

Today, the 7th April, I went specifically to the Waterfront to follow up and saw your manager walk into the back room with his snack and was told I must wait 5 minutes while he eats…..I did, and then waited some more for him to have ….. you guessed it ….a cigarette break! This took 20 minutes of me standing waiting.

I eventually managed to find an assistant manager and began explaining my problem to him. Gary (or whatever his name is) walked in, recognised me and immediately started trying to cover up why the phone wasn’t sent away in time, telling me that they only sent it last week because my husband hadn’t instructed him to do so before hand. Admittedly, by this time I was angry and told him he is trying to cover up for yet another error of his. He pointed at me and told me HE does not appreciate being spoken to like that. We got into an argument, in which our voices were raised. The assistant manager informed me that the phone still hasn’t been assessed, which is now a month later.

I made a purchase through vodacom for a sim card 5 weeks ago and the wrong sim card was delivered after many requests and fight with this company, I eventually asked them to cancel the contact and come pick up their sim card, they went ahead and debited my account after a day and never got back to me to pick up[ the sim card or refund my money, after blood and sweat fighting them, they decided to credit my vodacom account with my money instead of refunding my account which they debited, I never requested a credit to my vodacom account. I am not stupid. no explanation was given as to why my account was debited, they just posted a credit on my account. how practical of them. I want someone to call me and refund my account today, I know you can do that, your CEO can authorize that at any point and that is what I want. my reference is Ref: 012B~B0RM

V&A Waterfront Vodacom store, I am still shocked by customer service at that store. For one to go at the store on numorous occassions for over a month and still not get assistance. it is shocking, their attitude is worse! Sies man!

I have 3 contracts with Vodacom, the contracts were moved from Nashua Mobile to Vodacom when Nashua Mobile went under. Since we moved, I have been trying to get access to update on the VODACOM site access to purchase date etc. There is no master account holder on any of the 3 cell phone numbers or any of the 3 accounts. I always have to call the call desk. There are always issues with getting the service. I have logged calls the calls have been sent to the back office and still the issue persists. I have spoken to the team leads / supervisors and they put me on hold and then never get back to me.
I am cancelling my debit order until I get the matter sorted out. I will also send a mail to Carte Blanche I am positive that I cannot be the only person that experience incompetence daily, yes daily. everyday when I drive home I call VODACOM and I get no resolution to my problem. I am also writing a public letter which I will send to the newspaper hoping to get some response from VODACOM. I challenge VODACOM to contact me.

On Monday evening I activated a data bundle on the Vodacom website and got confirmation that it will be activated but that there is no order number. After 90 minutes I decided to chat to an agent to ask whether the request was pending. I started the conversation with 'I activated a 1 GB data bundle about an hour ago and wanted to confirm whether it has been activated'. She then says yes it has been activated and tells me to check the balance with *100# and once I tried that I told her that it says I don’t have any data but still she insists that it is activated however, she is the only one that can see it. Then after a couple of minutes she advises that the data is depleted after she confirmed the new bundle was activated she now suddenly cannot see the new bundle and I referred her back to my original question when I started the conversation which she confirmed the bundle was activated. I then activated another bundle and received an SMS confirming this time is will be activated and again she could not see the pending request. This now means that instead of activating 1 GB bundle I had to activate another 1 GB to show this person what I am referring to. I then requested to speak to her manager or team lead or whatever they called now at the Out-sourced call center and it was not escalated. I then also requested the transcripts which was promised to me after I sent her my email address and I have still not received it. Why would she need my email address if it needs to be entered before chatting to an agent? This is duplicating of work. This is the worse service I have ever received since being with Vodacom and I would like to hear how you will be sorting this out. I have heard that Cell C is buying over contracts and maybe this is a sign that Vodafone is now effective and the passion of Vodacom has died with the people they pushed out of the call centers. I am dying to get a response to this!

I am sick and tired of Vodacom and it lack of customer service. every month i must call vodacom and every time i call they supposedly log my complaints but it never sorted out. i am paying for itemised billing but i have to constantly fight to have my statement and itemised billing emailed to me. i am charged ofor services i canceled four months back and the call center agent tells me that they do not see it on their system and yet i personally went to a vodacom outlet and had it cancelled. when i asked her for a proper channel to complain she rudely tel;ls me that there is no way to complain which makes me womder what exactly am i paying for here honestly. i have openly expressed my dissatisfaction to vodacom when they send me they questionnaires but till today i have never received a call from them attending to my complains as a customer. I can say for for sure that I am not renewing my contract with them.

I completely and totally agree. The employees/agents/staff at Vodacom Customer Care Line as well as those employed in the Subscriber Collections department come across as uneducated, not knowing what they are doing, unable to resolve queries or complaints, do not know basic book keeping, and continuously pass your query or dispute from one department to another. It is absolutely shocking! They can double charge you and still suspend your line and don't know how to resolve their own error!
I am so fed up with Vodacom and the total LACK OF CUSTOMER SERVICE and unprofessionalism. They are a disgrace. I logged a query / dispute which has gone on since June. I have spoken to 20 people over this time in both customer care & subscriber collections. They've double debited me for the same period. No one knows what to do and bounce my query back and forth between these two incompetent departments, continuously suspending my line for money they owe me! Now I have reported the matter to ICASA, the Ombudsman, the DTI and everywhere I can.

I am really so sick and tired of issues with Vodacom. First they messed up my phone upgrade and put me on a flexi 500 contract instead of a flexi 50. Now they want to tell me that I am in arrears with my account after they had to credit me for deducting the wrong ammounts from my account. I spoke to Ewert the manager in the store in centurion and he really tried his best to help me with this . However even after Vodacom received my bank statements showing them where my payments has been made they still want to tell me my account is in arrears. I spoke to a lady now that still does not understand the amount that she wants me to pay is supposed to have been credited to my account. THIS IS REALLY UNACCEPTABLE. You can not phone and speak to someone to help you each department directs you to another department. I even received a letter stating that if I do not make payment in 7 days I will be required to pay up the contract and I will be black listed. Now Vodacom please understand me loud and clear. I WILL NOT PAY YOU MONEY FOR SERVICES I DO NOT HAVE.. I had enough now.

Yesterday I sent an email to vodacom blacklisting department for them to blacklist my ipad, I than received an reference number ec-oxnl-3edmnv stating briefly that they received the email and that they will attend to it, today my dad albert madlala, vodacom account number [protected] who is bought the ipad for me receives an sms from his [protected] number from a lady call called deborah kekane stating that because a cell c sim card was used on my ipad I must call cell c, I am a vodacom customer on their contract, I receive 1gig each month on [protected], which I use on my ipad, mac book air and lenovo using a router, using [protected] and the imei number I provided them of the ipad would be enough to blacklist the ipad but noooo its not their problem, I must call cell c, let them sort it out, ask cell c to help me a vodacom customer blacklist an ipad I bought at vodacom.

I bought a 110 airtime voucher and traded air time i was then offered a weekend 1G data for R 39 which i bought and then recived the following Sms from vodacom. You have successfully purchased 1GB weekend data, which has been allocated for use from 30/10/2017 10:17 until 31/10/2017 23:59. So I thought ok well maybe you class the friday as the weekend so logged on and surfed for a few miniuts only to find that all my money was taken and after long convisations with your call center you flatly refuse to accept responsability so I don't think you want the bad publicity this can bring and if i were to tell all my friend s and so on it will grow exponentualy. The cell number in question is [protected]. If you would like to contact me on this matter you can on [protected]. Regards MIke

1 - Phone was stolen so the sim cards was blocked 2 - Police needed a contract number but Vodacom told me that my account is on another system and those people only work during the week 3 - Monday I drove 40km to the nearest Vodacom shop * No sim cards cos they haven't ordered * I went to the other Vodacom shop but they were offline 4 - I then tried to call Vodacom to see if I could do a sim swop online - with no luck ( I have no idea why) 5 - Today I went back to Vodacom - today they have sim cards - but are offline So almost a week later I am still don't have a sim card or any idea when and if this will ever happen. It'll be safer to cancel my contract and move over to MTN!

Vodacom agreed to cancelled one of my data ([protected]) contract due to no signal. The handset including the sim card was hand delivered to Vodacom on the 31/08/2017. Since then I still get billed for the cancelled line despite that all vodacom staff advise that, that line is on a prepaid number. I have been lodging compliants, exhausted my airtime every 2nd week since August, spent hours on the phone and still Vodocom account department and cancellation Department cant get it right.. Line has been cancelled there for my account must be credited and my line must be reactivated. So I guest Vodacom expect me to pay a full bill at the end of the month of my other two lines that has been disconnected due to vodacom incompetency and staff that cant do their work.