Vodacom
Reviews and Complaints

I recently upgraded my mobile contract through Vodacom at the Trade Route outlet. On the new deal that I took, which was a Huawei P9 device, was a Woolies voucher. I did the upgrade middle December 2016 and to date have not received the voucher, which was part of the deal. I have made numerous calls to the Vodacom Agent and have spoken to a Huawei Representative as well. To date, I am still awaiting the voucher, which I have to constantly chase up. There is currently no person who is taking responsibility to ensure that the process and delivery of this item of the contract has and will be delivered. What is becoming evident is that once the device has been handed over to the client, nothing else that is outstanding matters. I have been a client of Vodacom for years and have more than 3 contracts and this is the service that is being provided.
I have been sent a response telling me to call Huawei Technologies to follow up on the Voucher. Nobody has called me since the date that I have lodged the original complaint. I do not have contracts with Huawei. I have contracts with Vodacom. This is actually the worst service thus far. Soon I will be canceling all contracts because I should not be chasing up any issues with Huawei, Vodacom should as they have the deal with Huawei. REALLY AND TRULY PATHETIC SERVICE.

Dear Vodacom Management,

After being called and offered an upgrade no one came back to me and I have spoken to 14 of your consultants repeated the problem and asked for the situation to be escalated and I have received SMS references numbers that I will be contacted and absolutely nothing to date.
Please see my account and how much time (hours) I have spent trying to get this sorted.

My other account "upgrade" was not a problem at all in June and within days I received my package which included a cheap tablet so why this insurmountable problem I am experiencing now?

I requested the deal with the Samsung S7 Edge Phone and Headgear which was a fraction more cost effective than my present deal on [protected] when I was contacted in December.

Whilst I am putting this on record and waiting to be connected once again, I was put through to teamleder Thulufelo Shuping who was the most helpful to date and he said he would resolve the issue and get authorization from the department and call me back within 3 days.
The deal he put together was slightly more per month not less as per the call I received in December but I probably must just be satisfied with what I am offered at the moment.

My gripe with Vodacom service levels:

I have always dealt directly with Vodacom regarding my corporate and personal issues and not the Franchise Stores and find it most time consuming and unacceptable that you have no EMAIL correspondence avenue in order to assure what is recorded is recorded verbatim and not the present assumptions and misunderstandings between a client and a call center assistants.

My relationship with Vodacom has been both as a supplier and client and I was always assured that both our interests were always at heart.

Just to illustrate how much time and call cost has been spent by me on the present situation in the last few days:
05/01 17:37 5min 31 sec
10/01 14:16 17 min 36 sec
14:37 10 min 2 sec
14:47 Call dropped
15:22 13 min 25 sec
Today:
15:15 recording problem
15 19 recording problem
15H23 59 min 57 sec

09/01 SMS FROM VODACOM
Dear valued cust ...Upgrade ..Vodacom Shop...contract term
10/01 Dear cust. call assigned as S4-N9AAL-L5HD
Dear cust... a callback has been scheduled...within next 24 hours.
14/01 Dropped calls free min.

Please advise why I need this frustration I never even had as a corporate client and why a manager can't or wont call me back?

R.Kevin Smith
[protected]@thenexus.co.za
[protected]

Good morning,

I've played play everyday and won 50 mb. My once-off data balance does indicate that I have 50 mb to use. However, I ran out of my own data and still the "prize" is not available to use. Why?

I have received a sms from vodacom indicating that I went over my data limit.

What should one do to claim the data? Should it not be available immediately seeing that you have a limited time to use it?

Why run a competition if people are unable to claim the prices? This makes vodacom look bad...

The data is available until the 18th january which means there are almost no time left to use the data.

Regards
Ria

I received LG G5 AW_H840 gold imei [protected] with my upgrade [protected] in October 2016. about 2 weeks later the speaker blew and gave in for repairs. following up just before Christmas, the phone was unable to be found. just after Christmas followed up again. the phone only went back for repairs on 4 January 2017. this phone has received 3 job numbers, I only have one [protected]. I followed up again last week and they said they had to wait for the parts to arrive, also on 12 January they said phone is fixed and busy with quality checks. today 16 January I followed up again, the phone was on courier then send back to repairs.
this has been going on for almost 2 months.
I am requesting now for a new phone

my phone is not working it went for repairs they told me that it was ready for collection n when i got there they told me that there is a liquid on the board so they can not fix it for me and they cannot give me a new phone since its not insured, but i must pay for it while its not working how do you pay for something that is not working ? where is that liquid coming from?

After posting a complaint on Hellopeter (please see attached) someone phoned to inform me that I will be credited. Well needless to say I haven't been credited to date.

Then on 21 Dec I phoned Vodacom because I keep receiving sms's regardibg an unpaid amount. The person informed me that my debit order has been cancelled because of the 2 debits I sent back regarding the Elite Mobile thing (see Hellopeter complaint). I asked the person what I must do now. The person said I must pay +-R1125 and 2 days after my payment I must phone again and thry will reinstate the debit order. Which I then did and this person confirmed that everything will now be fine.

Now I still receive sms's and operator calls saying I must pay my account. I tried following the prompts and selrcting my debit order dat which is the 22nd of the month. But the thing says I must select a date before the 17th. So then I phoned again and spoke to a lady which informed me that the R125 odd is still reflecting on my account and that there is one other amount for R1076. I told the lady to put the amount through with my debit order that must go off on the 22nd. I asked if my account will be fine and that my line wont be cut. She couldnt promisr and said that it still might be cut before the 22nd.

This made me furious becausr I have done everything from my side to confirm and pay the arrears amounts. Not once has Vodacom tried to phone me regarding this. Because its much easier to send sms's and never talk to the actual client and just find out what the situation is. Because from my side I have done absolutely everything. If you have incompetent people working at accounts it shouldn't be my problem. I have asked the amount more than I had to pay and the R1125 was all that was given to me.

I want my account credited with all the monies regarding this Elite Mobile thing and my debit order to go off on the given date with the arrears amount.

The best is always that if you owe a client money we must wait forever. But lo an behold we we as clients owe you even one cent. Sick and tires doesnt even begin to describe how I feel about Vodacom.

Fix my account and stip harrassing me about things thats not my fault but YOURS!

VERY DISCUSTED CLIENT
[protected]

On 15/01/2017 I went into your branch in Centurion Mall to transfer a contract from myself to my daughter. I was told we cannot transfer the contract to my daughter as she does not have credit references. She has been employed for under a year and does not have credit references. I was told by the consultant Greg (who refused to give me his surname as it is confidential) that I should try MTN or CELL C as Vodacom is very strict with contracts for people without credit references. I then asked if I could stand as a guarantor for her as she does need to build up a credit profile and was told I could not. I pointed out on the forms that there is a place for a guarantor's details and was told that the system does not allow for this. Why a difference between the system and your forms I do not know.
My biggest irritation was that every question I asked Greg had to go and ask his manager so I eventually asked to speak to the Manager and was told he was busy with stock. In my mind I would think Vodacom should not worry about stock if they treat their customers in this way as they will not be needing stock because they will be left without clients. I told Greg tell your manager that a Customer takes preference to stock but that fell on deaf years.
I was told that I should take the contract on my name and in three months I can transfer to my daughter but she must go and open an account somewhere else first and build up a credit report. I then said I did not know you cancel after three months and asked for this to be shown to me on the Terms and Conditions. I was then told that this does not appear on the T&C. I told the consultant so if I come back where would I refer to if I needed to cancel. It would be his word against mine. He said to me it does not appear there but he is telling me that I can cancel after three months.

I asked for the Manager's details as I would like to complain and the consultant (Greg ) said to me that his surname is confidential so he refused to give it to me. I then said to Greg what is your surname and he said that is also confidential.
My irritation sums up as follows:
1. My daughter could not get a contract on her name because she does not have credit references even if I stood guarantor for her.
2. I was told that I can go to CELL C or MTN as they do contracts without credit references. Your consultants are not selling your company instead they are promoting your competitors. Imagine if a whole of your clients are given this option and actually take it, this will reduce your presence and market share.
3. I was told I can cancel after three months but this does not appear on the contract.
4. The manager of the store (Ewert) refused to speak to me as he was busy with stock and I waited a long time for him.
5. The consultant Greg was not very competent as he needed to go to his manager on a few occasions to answer my questions
5. Greg and two other consultants could not tell me when your site which according to them is under construction will be available to add the fields for a Guarantor.
6. Their attitudes were one of arrogance and unwilling to assist. Most of my questions got the answers of "I do not know"

I always knew Vodacom as one of the companies that focused on their customer experience being a good one and took pride in providing good service. I must say that has since changed and the service is appalling.

I would like for this matter to be addressed and if my mail is ignored I will believe that this is the new culture of the once very Customer Orientated Vodacom.

My cellphone number is : [protected].
The contract that I wanted to transfer to my daughter is on [protected].

Looking forward to your response.

Regards

Veronica Sirkisson

Good day,

On the 01/11/2016 i've upgraded with vodacom with the promise of 10gb free once off data and 1gb free data per month. I've called vodacom more than 20 several times to inform them that im still waiting for my data. I've been charged on my bill for free 10gb data, which up until today I haven’t received! When I call vodacom for assistance im just told that my problem has been escalated to the back office. A few hours after the calls I receive a sms to say that the problem has been resolved and that the query has been closed without any response or service from vodacom.

I call to the vodacom call center takes between 30min to 60min to get a response!

Is this the way you treat a client for almost 10years! Shame on you vodacom! How is it not possible not to resolve the problem for more than 2 months.

Account number: i2142120

Reference numbers:
[protected]
[protected]

[protected]

Good day

To who it may concern I have been trying for months now to resolve the issue of my cancelled contract still reflecting on my name/credit report. (Cancelled feb 2016)

Reference numbers as follows to email: legal. [protected]@vodacom.Co. Za
Ec-04iw-2vl0c1 fwd: query
Ec-0495-1dby4f query
Cell phone number in question is [protected]
Amount reflected on statement every month is r967.00

Please could someone tell me how this can be resolved?

I was phoned by elite mobile on 1 dec 2016 to upgrade - as my vodacom contract was due. I queried the company as I don't know them. They act as a 3rd party that phones on behalf of vodacom in order for me to upgrade.

I did the upgrade, and received a sms that delivery will take place 24 to 96 hours. Through the whole dec I kept contacting them to follow up. They said it is with voda warehouse and will be dispached, the couriers will be in contact.

After christmas I was told there are no stock. I started panicking as I said from the start this is needed for 16 january as it is my daughters birthday and I am upgrading to give the tablet (Alcatel plus 2in 1) to her.

It finally arrived 2nd week of january after alot of struggle. Trying to set up - it needed a micro sim - I was told by elite it is out of their hands now and I should go instore. That was extra costs which no one told me about.In store, the technician could not set up the alcatel tab for me - she said I should go home and do it myself with the manual.

I did it myself to discover that there is a problem with the keyboard - the "k" is over sensitive and only holding your finger over it or typing i, j, l, m it starts to kkkkkkkkkkkkk.. By it self.

I struggled to send it back with numerous calls because vodacom said it is elites responsibility, elite says vodacom... So I did get really angry and impatient at times. On one day 16 calls/transfers and r250 off my telkom cell as the voda sim is cut to micro and unusable at the time...

I was told to give it in to the service department to be fixed - it could take up to 14 days to repair. - but it is a brand new device?

A lady at ram couriers went out of her way to get it picked up, and promised to phone me friday 13 january to give me a delivery nr, then I could have my new device (Replacement) today - 16 january, on my daughters birthday.

Today my calls reached r100, with no one available at ram, (But it is not their responsibility anyways) vodacom keeping me on the line forever, and saying that it is not logged as a replacement - only a collection.

I have never been so disappointed in my life, last week vodacom suggested I cancel the upgrade in total and go in store to upgrade - that will get me a device quicker. Snagg - I will have to pay the admin fee again to vodacom directly. Elite mobile says from their side - it is non refundable.

I wish for today, I could be reimbursed for time, money and effort lost.
I wish to make up for the disappointment caused that my daughter did not get her upgrade as promised for 2 years now?!

Can someone from vodacom just respond, please?
Anita van der merwe
[protected]@live.Co. Za

On the 31st december 2016 my data suddenly started disappearing. My phone was in my handbag at the time and not being used, by the time I checked my phone I had received and sms to say I have an out of data bill of r 601.00. I turned off my data immediately and phoned vodacom customer care - they were not helpful at all and suggested it is a phone problem! No settings had been changed on my phone and again I reiterate I wasn't even using my phone at the time. The consultant said she would escalate it to the accounts department and someone would get back to me asap. I had spoken to two of my family members who are also vodacom users and the same thing was happening to their data. I also need to add that I had bought and additional 1.25 gb over the 1.25 gb that I get for the month. Needless to say no one phone me back and I had to contact vodacom and be placed on hold for over 20 minutes until I eventually put the phone down. I have since phoned them twice more and each time was told my query is still in progress. I then get and sms this saturday (14th january 2017) to say my query has been closed, no feedback as to what the outcome was. I now phoned the solutions department today (16th january 2017) only to be told that they will not be giving me a credit as I had a data query in july for which they gave me a credit and they only able to give you a credit once in a 12 month period! First of all I have never been informed of that and I was not at fault, if I had been using my phone or changed a setting on my phone then I would pay the bill but I did not. Vodacom hasn't even bothered to investigate where the data was deducted from. On my phone it was from general services which has no relation to any application? It is absolute day light robbery, cause basically if they give you one credit in a year then for the rest of the year they can just do whatever they choose with your data and you must just accept it and and pay for it. I have been a loyal subscriber of vodacom for over 15 years but thankfully my contract is due for renewal in august and I will definitely be looking for a new service provider. I was only asking vodacom to give me a credit for the out of data bundle amount that I was charged unless they could give me solid evidence for what used my data in such a short space of time.

Good day,

On the 06/01/2016 there was a once off bundle for 400 min anat 30 days activated on my account for the amount of R389 by error.

I contacted your Vodacom call centre on the 11/02 and spoke to a lady with the name of "Ulnathi" regarding this. Her response was that somebody from her back office will contact me in the next 48hrs regarding the cancellation of this amount.

Nobody contacted me back and on the 13/01 I contacted your call centre again and this time spoke to "Promise Mavundla" who ensured me that the cancellation is in progress.

On the 16/01 I received an sms saying that my query has been closed, but when I logged into my account the amt of R389 was still reflecting on the account. I contacted your call centre again and spoke to "Kelly". She said that there was a response from her back office stating that "followed the SLA process". She said that the amount cannot be reversed.

I cannot afford to pay this, and have not used the once off bundle. I have a contract with Vodacom and my account details are as follows:

Account nr: I4169860
Cell phone nr: [protected]
Query ref nr: 1/[protected]

Thank you
Madelaine Grobler

On 22 November 2016 at 14:45 I called Vodacom upgrades department on [protected] and spoke to Zanele to enquire about when I can upgrade without paying 2 device fees. She informed me that I was able to do so already. I asked her if she is sure of this as the assistant at the vodacom branch in Paarl informed me that my current contract only expires in Dec, therefore if I upgrade before then I would be paying 2 device fees. Zanele informed me THREE times in that call that I was given the wrong info and that I can upgrade and only pay the new handset fee. She even apologised for the wrong info given by asst. I found out later in Dec after upgrading that I will be paying for two handsets. I would not have upgraded if I had known I will be paying for two devices - I was misled by the consultant with the wrong info. I have reported this to the Vodacom Client service center, their accounts department, their retentions department, I have logged complaints on Facebook and Twitter - only to be promised that I will receive a call from a senior consultant. I have now been billed for the additional handset and I want a refund

Hi Guys

I bought 100megs that expires at 00:00 and I still had about 70megs left and from 11:30 I could not use the internet, so I called the support and they advised me that they are aware of the problem and they are working on it, my concern is I have lost about 70 megs of Data and I am wondering if vodacom will compensate me for this issue ?

[protected]

Kind Regards
Karabo

Yesterday, I loaded data bundles for R59 (250 mb). Today I get a notification that my data bundles has depleted. I loaded data today (250mb) at 17:00 and by 19:00 it had gone down to 33 mb! I called 111 and was dealt with Sibongile. Firstly she did not do a security check on me and secondly she did not want to help me as to why my data bundles had disappeared. She told me that I must go to a vodacom store and that was it. If that's the case, then why employ these people that supposedly should be helping us!? I am totally disgusted with vodacom. You are meant to be the best but after tonights service, I don't think so. I want someone to contact me and refund me my data bundles that were never used!

I always buy the same deal, 1GB for R149.00, which usually lasts me 3 weeks.. the last 2 months, it hasn't lasted at all and I do alot less on my phone and I have wifi now.. during December it only lasted me 2 days! And it's also stopped sending me smses when I only have 4mbs left so now I continue using my phone not knowing that my data is up and then it uses 100s rands worth of airtime! Spending a fortune of airtime and data every month which I never used to! Please fix the problem!

New Contract nightmare

I've never had such a level of incompetence from vodacom, I don't even know where to begin. I've been struggling to get an additional contract activated. first I struggled to even apply for the contract as Vodacom said it was only available online and since December 2016 before Christmas I've been struggling. First the online department were never available to answer the phone as I dialed [protected] option 1 and 1 again as I was told for me to apply for new contract, I saw a deal that was apparently only available online as none of the stores had it, the deal is data package for 20GB + 20GB night owl it was going for R499. After days trying to just speak to someone, at times a consultant would just put me on hold till the phone goes back to menu options after I've been on the phone for over 20mins. I eventually got someone to answer the phone by the name of Wesley and we spent a lot of time applying for the contract which was approved and when he was suppose to finish the process he told me that he cannot get the code for the particular deal I want and he will speak to the Director who issues the codes, he said the code was DV code "whatever that means".

He never called me back, following day I called and he was now on leave and nobody could help me because apparently it's only him and his supervisor who could help me. I had to wait for January the 4th for him to come back, I called him and he told me he still has an issue getting the code from the director he will call me back which he never did when finally on Monday 09 January I demanded to speak to his manager only then his manager gave me an alternative to say they are having an issue with that contract that I want and he can instated for R19 extra get me another contract that will give me the same amount of data i wanted plus a vodacom smart tablet, meaning now I will pay R519/pm I accepted.

3 days later Thursday 12 January 2017 I received the package and I was told I need to activate it which I called for activation the same morning 12th Jan at 9:30am and I was told activation will take 24 - 48 hours and well well well 48hrs passed and sim card still not activated so I called the activation line 0821945 on Saturday morning at 10:30am to ask why my sim still not activated and I spoke with Patrick who told me that
He will put in a request for my sim to be activated immediately because the prescribed time for normal activation was passed, he told me that he has sent a request to someone at the back-end who will activate NOW but I have to wait for 3 - 6 hours for the activation to happen, I didn't trust and was frankly fed up with the level of service I received from vodacom so I asked Patrick what time will they close seeing it was a Saturday and he told me at 5pm, so after three hours I called to check if a request was put for my sim to be activated and a lady answered my call and she told me that it was not activated and she has no record on her system that I called 3 hours ago and when I explained to her what Patrick told me she said she doesn't know of anyone in the back-end who activates immediately, the system does the activation and I have to wait for another 48hrs which I refused and ask to speak with Patrick at that time the time was 13:50 she put me on hold until the phone cut me off at 14h00 and I called back only to find out that the call centre is now closed opening the next day Sunday at 9am, yet I asked Patrick what time they close and he told me 5pm. I'm just fed up with Vodacom they lie, their staff is unprofessional. To think that I've been with Vodacom since 2000 and had my first contract with them in 2002 which is still active till today and I pay a lot of money and I’m treated this way. I need an alternative network seriously.

In august someone at vodacom did a sim swap and twin call activation on my account and stole r4900.it's been 5 months and vodacom is still investigating. ref 001fuac5ctv2hbj9
Dear bennie

Thank you for your email.

Kindly be advised that i have requested our back office management to provide you with feedback.

We apologize for the inconvenience caused.

Regards,
Dorcas mangaliso

Customer care
Eservice team

On 2017/01/09 08:56 am, bennie bloemhof, wrote:
Still waiting.
Thanks for poor service delivery!
It’s been 5 months.

From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 19 december 2016 04:58 pm
To: [protected]@kingsley.co.za
Subject: re: fw: ref: 001fuac5ctv2hbj9

Dear bennie

Thank you for your email.

As this is a fraud query the investigation may take longer than our normal turn around time of 7-14 days.

The estimated date for a resolution to your query is 03/01/17.

Kindly note that its an estimated date and feedback may be relayed early to the date advised depending on the investigation.

I have requested that the department currently dealing with your query please contact you with regards to feedback.

Regards,
Cashandra grosch

Customer care
Eservice team

On 2016/12/19 04:50 pm, bennie bloemhof, wrote:
Hi

Thanks for the reply.
It happened in august, its now december. how long will this take?

From:[protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 19 december 2016 04:44 pm
To: [protected]@kingsley.co.za
Subject: re: fw: ref: 001fuac5ctv2hbj9

Dear bennie

Thank you for your email.

Our records indicate that your query is currently still pending.

Feedback will be given as soon as it becomes available.

Regards,
Cashandra grosch

Customer care
Eservice team

On 2016/12/19 04:38 pm, bennie bloemhof, wrote:

From: bennie bloemhof [mailto:[protected]@kingsley.co.za]
Sent: 19 december 2016 11:38 am
To: '[protected]@vodacom.co.za'
Subject: re:

Hi
I would like if any progress was made in this regard.
Bennie bloemhoff

[protected]
A2 – 1tzf – elj 153
S3-ge13l-lonr1

Contact person bennie bloemhoff
[protected]

From:[protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 09 december 2016 04:00 pm
To: [protected]@kingsley.co.za
Subject: ref:

Dear mr bloemhoff

As per our chat, the authentication process was followed.

Your request has been sent to our back office for urgent review and feedback. the reference is s3-ge13l-lonr1.

Kind regards

Deon andrews
Customer care
Eservice team

This e-mail is sent on the terms and conditions that can be accessed by clicking on this link https://webmail.vodacom.co.za/tc/default.html "

This e-mail is sent on the terms and conditions that can be accessed by clicking on this link https://webmail.vodacom.co.za/tc/default.html "

This e-mail is sent on the terms and conditions that can be accessed by clicking on this link https://webmail.vodacom.co.za/tc/default.html "

This e-mail is sent on the terms and conditions that can

Hi I'm disappointed with the current service from Vodacom which was good until i decided to buy a 12 month prepaid 1gb data plan.Since then my airtime and data has started disappearing and the data warning notification service that Vodacom has been sending me, although it's not a requirement for Vodacom to do so; then why start something like that and then suddenly stop it.This is not the first time i complain about the same thing as it's happened a few months ago and I was told to check my settings and make sure automatic updates are off etc.The usual things...So i say now I'm tired of all the shortcomings, i want to redeem my cash I paid for the difference of the 12month prepaid data, so I can join another ISP.To top it off the Vodacom customer care service line has played ping-pong with me that's why an email is now my next means of communication.Come on now Vodacom what's happening, get my complaint sorted?Mr. Davids [protected].

Last month I bought a Vodafone smart mini 7. I have to say, it has been one of the worst purchases I have EVER made. Unfortunately my last phone packed up and because I had an Eastgate shopping voucher, I was lucky enough to have been able to purchase a new phone or I wouldn't have had the funds to do so. I have had nothing but problems since the day I purchased it and have been inconvenienced at least twice a week because I've had to go to the vodacom store for help. I must mention that a few people I have spoken to that have purchased the same phone are just as displeased as I am. I was told to take my phone to a Vodacare store, the nearest being Eastgate Shopping Centre, which is a huge inconvenience for me as I have no car, not to mention the time I've already spent trying to sort out problems with this phone. Now it wouldn't download pic messages, voice recordings and wouldn't allow me to do voice recordings. This has happened regularly and I've spent more time trying to sort this phone out. I finally got to vida care where I was told the phone is faulty and the device must be changed but I first need to pay to back up all my info. I do NOT have the money for this, as little as it may be and I do not see why I should have to foot the bill. I have been inconvenienced on a regular basis in more ways than one and I am so sorry I made this purchase. I Atalanta do not even wasn't this thing. I don't even know how it got approved to have this phone on the market