Vodacom
Reviews and Complaints

After purchasing a sim 2 weeks ago and porting from MTN to the new sim, I have 0 connectivity. I probably made 15 calls to the call centre till date with no success. Only after the 8th call was there a service ticket raised but it has been 3 days now and still nothing. I am seriously considering to move to another network. But it seems that there is no network providers in SA.

In January I phoned 4 different vodacom call centres for various reasons.
1, My wife's contract that is coming to an end (phone 082 1958)
2. Queries on our prepaid number (082 111)
3. New business cellphone contract we want to add (082 1960)
4. Current issues we were having with our Business Internet (082 1940).

During the month Vodacom started blocking me from speaking to an agent, and after phoning them from someone else's phone, they stated that you are only allowed to phone their call centers 15 times per month.

This is not restricted to each call center, but is accumulated over all call centers from the same number.

I cannot believe a company like vodacom cannot implement this solution properly, and has to settle for 15 counts to all call centers.

Either way, we are paying several arms and legs for their products, and they treat us like groveling peasants.

last year I have attempted to apply for the cellphone contract and was told that I have an account at legal and I informed that I have settled the account and don't even remember the number, they apologized and told me that they will rectify and remove my name at legal, they also advised me to call Transunion of which I did.

little did I know that it will not be done and I did not take the names of the people I spoke to.

on the 14 February 2017 I made another attempt
made an online application were the consultant (NEllY) called me the next day.
she told me the same thing "previous account at legal call Transunion"
I explained that I went through that last year three times and I thought it was fixed, she told me that there is nothing she can do I must call legal .

I than called legal department were I spoke to Jarome who told me that he will ask the supervisor to make a note on the system I than asked him to call the supervisor for me, he than called Totsang who hanged up the call for me .

I called again and this time I spoke to Ishmael Makgetha I asked to speak to Totsang the supervisor who cut me off he told me that he is refusing to come to the phone but gave the massage that he made a vetting note in the system I must call sales after an hour I insisted to speak to the supervisor we exchanged words with him until he called another supervisor (phillip mashuvuka) who confirmed that the vetting note was done and I must apply for decline review.

I waited for 2hrs and called sales again spoke to Nicole who promised me that nelly will call me 2 days passed no call was received .

called again spoke to Hazel also told me that she will ask Nelly to call me back, day passed no call received, I than decided to chat online, I was told that I should send my payslip, 3 month bank statement and id copy to [protected]@likeminds.co.za the guy who assisted me is Kandil he told me that the consultant will call me and close the case.

no call was received in 3days I than decided to chat again online spoke to Nicole yet again she promised me that the consultant called Nelly will call me, I told her that I was told the same thing before and I am taking the root of complaint and hello peter she begged me not to do it, yet again no call received till today.

all I need is my name to be removed at legal since I can see that Vodacom doesn't want to give me a contract and also want to know that why cant I receive the confirmation as requested I am I customer after all .

I also spoke to the so called manager Eshwin who did not assist with anything,

please note that this complaint was also send to hello peter

Rosinah Mukwevho
[protected]

Please complaints board help me sort out this issue. I don't know who to contact anymore?

Vodacom overcharged me with over r7000! Since 1/8/2016 vodacom changed my top-up account (R900) to an open line account. When I inquired this with customer service, they informed me that I did this via the call center. I asked for evidence but this has been denied. Why are you denying me of my own voice recording? I also inquired this at the paarl mall vodacom branch & was informed by two employees that they were horrified that vodacom would have offer me this package. They could also not assist me as I had been in contact with customer service already. Vodacom has offered me a refund of r2801.25. Why would vodacom refund me 40% of the total amount over charged? I requested a cap on my account of r700 on 2/12/2016. The following amounts went of my account after I requested the cap: current balance as at 7 feb: r878.07 1 feb: r1417.23 3 jan: r3300.17 why has this not been capped as requested? I have been a loyal vodacom customer for over ten years. Sheryl moodley (Eclo) has advised me to contact the branch to request a cancellation fee. Vodacom, why can no one take responsibility for this or at least pick up the phone and help me sort out this matter. I have no control over the amounts vodacom is debiting my account with and affordability is becoming a serious problem. Please can someone pick up the phone & help me! Account number: i1297080

I have just left the Knysna Mall Vodacom shop in an absolute fury!

I had to return a cover which I purchased for the i phone 6 which was incorrectly packaged and was meant for the galaxy 6 (galaxy at the back and i phone 6 in the front. That's OK mistakes happen.

However the treatment I receive from customer service agent Iyanda was beyond unacceptable. He was blatantly rude treated me like I was a criminal. No apology or willingness to set the problem straight. What made matters worse he went to the back of the shop came back and publicly humiliated the trainee who originally made the sale by telling him he was going to slap his head for this. This was the same comment he made in front of me and a customer at the time of the sale, also saying he slap the trainee on the head and not to come near him again. The trainee is Tony. He appears to be completely intimidated.

When I pointed this out to Iyanda that the service was unacceptable and that it is completely out of line to behave as described to a fellow employee, he became aggressive and argumentative. I demanded a refund and left the shop.

During this time a lady intervened and made the refund I do not have her name. She had helped me the week before with my upgrade for the next 2 years and was really great!

My point:

1. I have worked for years in customer service and this must be one of the worst examples of a rogue agent in action.

2. I am the customer and spend a fortune with Vodacom I demand better treatment.

3. If this is the way Vodacom allow staff to treat other ( I imagine Iyanda is senior to the trainee Tony) it is an travesty and reflection on company values and ethics.

There seems to be no recourse at Vodacom, you cannot get the regional managers email and no one seems to know how to deal with a customer complaint,

I am sorely sorry that I have to stick with this provider for another 2 years, but will happily change at the end of the contract.

I am not expecting anyone to get back to me however if there is willing listener my number is [protected]

I receive an sms on the 3rd Februarie 2017 at 12:16 that my insurance was cancelled. I follow up on the 14 February. It wasnt cancelled as per the sms. I went to the vodacom store in Key west and once again - not cancelled. Cancell it again. This morning. I went to Vodacom store in Key west - Now I'm still billed for insurance on the end of February. Why do I have to pay the insurance on the end of February 2017? On top of all the lady who phoned me the first time regarding this insurance told me if I should cancell and did not claim I will receive all my premiums back? According to the lady I spoke to this morning this is untrue. I would like for someone to listen to the original recording of this insurance conversation and provide feedback to me asap. How many times can one person battle to cancell a service with vodacom. I used to be pay as you go, but do have hassles with Vodacom ever since this is a top up contract. I never receive any statements? Receive promises for statements from the beginning of February 2017. Up to date, still no statement receive. Please can a manager phone me to clarify this problems.

Thank you
B Ferreira
[protected]

I was subscribed to to services without my consent.
I call your useless contact center and I am being told I subscribed ? Really how the hell would I randomly just decide on services that I am not using ? Am I that bored ? i can access videos from my phone without any need of any subscription why would I be be stupid enough to choose to require a subscription if I have the capability?
Please show me where I provided consent to subscribe or refund my airtime! I have been a Vodacom customer since the early 2000's and this is how I am being re-payed ?

My phone screen cracked, and I fixed it u, and u know how much the tablet screen is very expensive, and I put in the screen protector to protect it. Only to find out its not charging and I went to the vodacom repair brunch at maponya mall. The couldn't fix it they gave me the new phone. They exchanged it with no screen protector and its very expensive guys. I asked the manager if they can kindly replace it but he said he can't help me they not allowed to, telling me with the sad face and left me. He gave me the number of the repairs they also said the same thing. The manager said they could not remove it because the staff would brake the phone. Iam very deeply disappointed coz I fixed the phone very expensive and at the end I get out of the shop with the sad face. I understand the rules but I feel I've been robed. I didn't know I will get the new phone. Simon the manager his very rude he doesn't understand his customers his arrogant. I even shared a tear coz I spent too much on the old phone at the end I end up having a sore heart.

I have been loyal I've never used any network but voda only and this is the second time. U won't go hungry but I really will just leave vodacom in peace. Not that I will get best service at other networks. Or I will just not buy any thing at that brunch never.

I am unable to get through to the upgrade department to follow up on my query. The message says that I’ve exceeded my call limit to the 082 1959 number. I need urgent feedback because I would like to upgrade.

The Consultant advised me last year that I can take out a month to month data package and if I decide to upgrade, I can do so at any time. I was planning on cancelling the contract but was convinced by the consultants to take the month to month data package. When I decided on the 08 of February 2017 to upgrade, I was advised that I’ve upgraded last year in April 2016 and that it was a 2 year data contract. I have not agreed to a 2 year contract.

I Phoned the upgrade department, they've a call and retrieved the conversation that i had with the Consultant in April 2016. I was advised that they will contact me within 24 hours to seven working days but as off today no one contacted me. I've also e-mailed vodacom Customer care department, no response.

Your urgent response in this regard will be highly appreciated.

On the 11th of Feb 2017 I went to Vodacom Mall of the South upper level. A gentleman by the name of Siya tried to assist me he wasn't interested to help me he said if I raise my voice in in matter he will not assist me because he done it before to other customers those were his words to me. The store refuses to give me his surname. In the end another gentlemen assisted me.Needless to say when I got home an hour later the phone was doing the same thing. I am on a top up contract with them. The phone doesn't use my available data for Facebook and Whatsapp. I can't see any pictures or go into videos. Why am I paying a subscription every month because now at the end of Feb my data of 1GB will fall away. I then contacted their customer care 111 and was cut off 4 times in the 7 calls I made to them. In the end after more then an hour on the phone they gave me a reference number that was assigned to an IT Technician. Five days later I received an sms to say that the problem is solved but just the next day I had the same problem. I called 111 on the 17th of Feb 2017 again and they logged the call on the same reference number, well I am still waiting! I can't give the phone in I do not have another phone and I am women alone driving and I live alone.I can't stop my debit order because then I won't be able to make calls they will cut my phone off but it is fine for me to loose all my available data at the end of the month when it expires. This isn't fare. The people at 111 is very incompetent and why do they cut you off? My contract isn't even a year old yet. [protected]

I changed my package April 2016 to no avail. I paid more than my contract and was assured I'd be re-imbursed to no avail. They made an error with my package 3 times 2016 it was never resolved or sorted. I was continually harassed by Vodacom to no avail and at one stage they even disconnected me. I changed my package again effectively 1 Jan and my old blackberry nor my new Samsun is still not activated. I have not been able to email, what's app since. My old phone is supposed to stop and my new Samsung would then be activated to no avail. I have paid for reconnecnnection, additional SIM cards, subscription activation fees etc etc and assured I'd be re-immured to no avail. I had called Vodacom numerous times per month to try resolve to no avail I was told to go to a branch. I had been to Fourways branch more than 8 times who on the last visit said they had done everything they can and advised to deal with Vodacom directly as they don't know what else to do. I went to Vodaworld Head Office 4 times Dec/January, emailed and followed up to no avail still my new phone is not activated can't make calls or email? No one has come back to me despite promising to resolve ASAP. I have still not been re-imbursed for my over payments and all the additional I paid in good faith with the understanding they would pay me back. I was also promised in Dec 2016 that they would reimburse me an additional R2000 for the trouble and for the past months to no avail. It is 2 months later and still not resolved.

Good day

I requested an upgrade on my current vodacom contract on 11.02.2017 via vodacom online. I received no communication nor phone call from Vodacom confirming upgrade has been processed. I followed up on 13.02.2017 as was told a consultant would get back to me. The afternoon of 13.02.2017 a consultant phoned me to advise that my request has been processed and mobile unit would be couriered to me.

Upon inquiring when this unit would be delivered to me and further inquiries regarding CI, itimised billing etc I was told I must call vodacom once I have received my new mobile. I received my mobile via courier service on 17.02.2017. I activated my new mobile at vodacom canal walk on 22.02.2017.

Upon checking my bill via vodacom app I noticed that vodacom was charging me for 2 x contracts ( old contract rate and upgrade contract rate) and that my total bill for the month is more than R3000.

I contacted vodacom on 22.02.2017 at +- 22h00, 30minutes later this discrepancy is still unresolved and call centre agent is adamant that my bill is correct . A service request was logged by the agent which informed me that vodacom would respond within 24hours to 7 working days.

Needless to say the service and professional received with my upgrade has been poor and quite disappointing.

I would appreciate if vodacom could take the time to contact me to resolve this matter urgently.

Very unhappy customer

I phoned vodacom on 20/02/2017 to assist me with a upgrade my current contract to a bigger contract with a device (Samsung Galaxy A5 2017)for R379.00, earlier that same day i activated my international calls as i am traveling to different country next week. I was then advised that they can not process my upgrade because of my international call that i activated online status is still showing pending.
I am so frustrated with Vodacom as i get cut of, or get transfered to a different agent, this is very unprofessional. i been spending hours on the phone for 3 days now and still my problem still is not resolved.

I am really unsatisfied with vodacom service

On 17 Feb 2017 I 'merged' my two Vodacom mobile phone accounts into one (the one had been in my name and the other in my husband's). This was done at Vodacom World in Midrand. (The staff were very helpful and I don't blame them for what follows) When the process had been completed, a credit limit bar was automatically activated due to the existing cell phone having a cap on expenditure which had already been reached. So far so good. But for the record – our family had never owed Vodacom any money in all the 17 years I’ve been with them, nor were the two separate accounts in arrears before we merged them.
Vodacom World was not able to increase the credit limit, nor lift the block on the 2 phones now together on my account, and did not suggest that I could pay an amount in lieu of the surplus expense now reflecting on the account. They advised following up the next morning (a Saturday) at a Vodacom-shop, which I did. The shop did not know what to do, and advised phoning the Accounts Call Centre, which I did. I was told that it could only be sorted out on Monday.
My daughter uses the one phone, so both my daughter and I were rendered phone-less over the next 4 days. We happened to be travelling over the weekend, and had to phone repeatedly to have the block temporarily lifted. I then phoned the Accounts Call Centre on Monday morning, was told that it would be sorted out within "24 to 48 hours". I was also then told to phone Customer Service to log a request to increase the credit limit and unblock the phones. I did, and was given a reference number.
I phoned after 2 days (and more than 48 hours) to enquire because the phones were still blocked. The Accounts Call Centre then told me I have to pay R2390.74, which is surprising as I had been told repeatedly when I phoned, that there was nothing owing on my account! Next I phoned Customer Service again – I was told that I had logged 3 requests in total and I simply had to wait! When I expressed dissatisfaction at this, I was put through to a new consultant who knew nothing about the problem.
In fact, it happened every time I phoned, that I would have to repeat all the details of the problem to more than one consultant – and the reference number made no difference to this.
I am SO tempted to simply close my Vodacom account and open a new account with another mobile phone company! I wish that Call Centre staff could understand that if they do their work properly, it builds customer loyalty.

We have been trying to solve a dispute regarding an upgrade that was done on one of our contracts last year. We have lodge several complaints with Hello Peter through the call centers and any which way we could complain. We had one person come back to us and never agian after she informed us that she will help.

Nobody wants to show us the documents we have signed, and keep telling is we must get affidavits. All we are asking is to see the documents we allegedly signed but when we ask for this everybody just disappears. Hinestly this makes me think that there is something going on that the public should know about.

We are at the end of our thether with this and have no idea where to go further to complain. I am worried that other clienst have contracts upgraded without signing concent for these upgrades.

It seems dangerous from Vodacom to allow upgrades without proof that, we the consumer have signed for the upgrade.

i went to a vodacom outlet on Thursday (16/02/2017) at GreenAche's store in Capt Town CBD. i went there to do a sim swap where i paid a ridiculously expensive amount just to do a simple sim swap, nevertheless i paid it & was advised that the sim card will be active within 24hrs-48hrs. Friday evening i checked the sim card if it was activated & it gave me an error message of "sim swap failed", the following day (18/02/2017) i called the customer care centre & the lady that assisted me advised that i should go back to the store where i bought the sim card. i went back to the store on Monday (20/02/2017) i was told that the sim card will be activated by 21/02/2017, today is Wednesday & i'm still waiting & the store manager had the decency to tell me that it's not their fault. I'm a businesswoman & my clients are unable to contact me & i'm losing alot of money. Can someone please get back to me with feedback ASAP

Dear Vodacom,

Please urgently assist with query.

I have been paying a contract (Data contract) with no use on a telephonic sale done in error.

I have established the following

Number : [protected] is a 2GB data contract on my name.
I was contacted by Vodacom Rewards sometime June 2015 on my cell number – [protected].
The agent sold me a product telephonically (2GB data contract with modem).
After accepting the product, a few days later, I received a package, to my surprise it was a vodafone tab and not the modem that was bought.
I called back advising them of the error and agreed to send it back via post.
Since I did not receive my 2GB Modem I believed that there was no active contract.

My cell number – [protected], contract expired in 2016. After paying on month to month, I decided to switch to prepaid sometime in 10/2016.
I then decided to port out to FNB sim using my same number. It was only after porting out did I continue to receive a debit order for R129 did I realized that I should call Vodacom to query the debit.

I request an investigation into the telephonic sale of a device, that I have never received or used be refunded to me and cancelled with immediate effect.
Please see attached affidavit and ID copy

Kind regards
Kaylin Naidoo.
[protected]

Data line was unbeknown to us as open. We have been a client for 23 odd years then in March last year we upgraded line and was billed for data usage which we did not use - the dongle was not operational yet our account has been billed with several amounts adding to R3800 in three months. We have reported this but nothing has been done about the credit apart from other issues also being experienced. This matter is now almost one year old...Kindly credit the account by reversing these costs. We have raised this several times and we are continuing with payments yet this amount has caused our lines to be suspended. We need to get this resolved as we are now still paying for services - yet we have none. This was similar in December January period. Kindly revert to email [protected]@gmail.com as we have no other connecting lines. Your urgent attention will be greatly appreciated.

Regards
Onbehalf of Louis Klopper

Had a Vodacom contract for 18 years, then moved to prepaid last month.
I am experiencing numerous problems with the Vodacom network.
l cannot send SMS's. I cannot receive notifications from my banks and I cannot make outgoing calls.

I have visited the VodaShop in Hout Bay and Claremont four times and they are unable to assist.
I have dealt with numerous Vodacom call centre agents and they have not resolved my problem yet.
Do I go to the Press to complain? Because according to ALL of the service people at the Vodashops this is a REGULAR COMPLAINT.

I upgraded my contract to the Samsung Galaxy S7 plus Tab3 lite. Upgrade incorrect processed, received an invoice for the Samsung Galaxy S7, which was supposed to be an upgrade. Not to pay upfront for this device. Now my services is suspended for not paying the device. I've contact Vodacom accounts, online upgrades, customer services, Activation, customer care, and, and, and . . . . . With no success, every time I've been transferred to various departments, staying on the line for hours. I phoned for 3 days, everyday to solve this issue. Eventually I was told that I will be credited for R1587.46
This is not correct as I cannot pay the vat amount and Top Dog Educational. How can someone pay vat without purchasing anything?
Invoice number: K0138983
Account number: I2682762-5
Invoice date: 31/01/2017
The amount on Invoice is R1809.70 (where R222.24 is for VAT)

I was promised by the accounts department that they will call me back on Friday 17 February 2017 to fix this error on my account. That never happened.

I received my Vodacom statement for February 2017 and the credit hasn't been added. I will not be able to Pay the extra R1809.70. If Vodacom going to take that amount with my debit order payments I will be forced to reject the debit order and cancel it.

The following is some of the people at Vodacom I spoke to (with no positive feedback):
Sameera - OnlineUpgrades
Nicolene - Online upgrades
Zandila
Shanna
I've been with Vodacom for many years now, I have 6 contracts with Vodacom and if this is how they treat customers I will change to another service provider.