Vodacom
Reviews and Complaints

I'm currently dealing 9well for the last month) with a data dispute - was charged out of bundle rates in error. I have called Vodacom more than 10 times, to complain and raise my query - to which i was promised to receive feedback - i have to date not received one phone call (after being promised on a number of occasions the client service consultant and team leader would make contact. Firstly the service is absolutely shocking, as nobody seems to care about providing a good service (taking pride in what they do or who they work for). Can institutions not learn from other wonderful client service companies (Allan gray, discovery even multichoice).
I would hate to think how many people are invoiced incorrectly and never pick up the mistake!
i know this is waste of time... As nobody will ever attend to this complaint.
D

So what's up with Vodacom not sending out the SMS that warns you when you are depleting data anymore - next thing airtime gone and I have been recharging my data diligently when getting the notifications in the past! Vodacom please advise what you are going to do about this because this is obviously daylight robbery!#DataMustFall#NetworksMustStopBeingSneaky

In December 2016 my account was in arrears with R847.67, wich I did pay on 15/12/2016. On 19/12/16 I received a sms from Vodacom, thanking me for the payment. On 30/12/2016 I received a sms to arrange fot payment, which I did arranged for payment on the 04/01/2017. On 04/01/17 I received a reminder for arranged payment. All of a sudden, my service was suspended. On 04/01/17 I did my payment of R856.00 as arranged and I did email proof of payment through to [protected]@vodacom.co.za When I phoned Vodacom on 0821946 at 11:00, I spoke to Thabiso, whom ask me to fax proof through to [protected] which I did. He said the line will be connected in 1-2 hours. At 14:00 I phoned 0821946 again and spoke to Rea, she also asked me to mail proof again to [protected]@vodacom.co.za and she said that my service will be connected in 1-5 hours. On 05/01/17 I phoned 082111 and spoke to a lady who refused to give her name to me, and who cut my call when I told her that I want to rate the service at the end of the call. Later on I phoned again and then spoke to Karabo, who once again asked me to send proof of payment, which I did, and again I was told that my service will be connected in 1 - 2 hours. At 20:00 I phoned again on 082111 and spoke to Voyo, whom was very kind, and explained to me that there were nothing that he can do although he does see the payment reflecting, but accounts departments working hours is only from 8-5. On 06/01/17, my network was still of... I phoned again at 08:30 and spoke to Solly, who was also very kind and helpfull, he told me that the payments so reflect and that he was talking to his supervisor, which confirmed that the service will be connected in 1-2 hours... At 11:00 still nothing... I went to Vodcom Mokopane, and the asked me to mail proof again, which I did... At the Vodashop, Jackie was very helpful, but could not do anything because the call center agent was not able to help her at all. It is 15:00 and still no network! I am VERY disappointed!

I cancelled a combo contract in August. The consultant only cancelled one device not the whole contract. Been trying for days to sort out this mess then the consultant retentions has the nerve to get irritated and have an attitude when she cannot understand what I am explaining. I'm very disgruntled. This is unnecessary money out my pocket. This is giving Vodacom a very bad name.

I received a call this morning from a lady talking at the speed of white light. Firstly, I could not make out that the call was actually from Vodacom. Secondly, she persisted in speaking to to someone in the "communication channel". I had no idea what she was talking about and the more I said to her that I could not understand what she was saying as she was talking so fast, it made no sense. I was in a shop, being attended to and subsequently ended the call. She immediately called me back to tell me how unprofessional I was, once again talking at the speed of white light, not giving me a chance to say a word. Telling me that I expect professional service from Vodacom.

What I would have liked to tell her was that when you call a client and the client answers the phone, the correct thing to say would be "Good morning, this is ABC calling from Vodacom. Who am I speaking to? I am calling you in connection with...", then she would have had my attention.

I consider this bad customer service. Fortunately I have reached the end of my contract and will be changing to another service provider.

I got a huewei p8 on contract, 8 core processor and 3 gig ram valued at R 8000, Under warrenty it stopped charging after 6 months of use and i returned it. They say i should take new phone valued at R6500... I am being scammed please help. I want the same phone that i signed my contract for or for my contract to be terminated. I never want a contract again this is not right :*(

I had to send my phone in for repairs at Vodacom Festival Mall as it would not charge properly, I send my phone in on the 15th December and only received it back today on the 5 January 2017. When I handed my contract phone in it had a screen guard on which cost my R500 and when I collected it today I asked about my screen guard and the consultant just simply said sorry that when it gets repaired they remove everything, why was this not mentioned before! I was then told that I would need to purchase another one on my own account which is simply pathetic as this is not just a R20 screen guard. I am very upset and will be looking at finding another service provider!

To cut a 24 month battle down to 12 lines is tough, but necessary due to the absolute lack of reply and response that i have received from vodacom regarding my contract. i pay r589.00 for ipad air and 3gig data bundle monthly service fee - a service fee i pay via debit order for - and receive nothing in return for.

I obtained the ipad and data contract in feb 2015, a couple of weeks later had to return the ipad due to a "network" clash between vodacom and the apple software, which reoccured a month later.

After months of battling, i gave up, and installed adsl at my home and forgot about the ipad and the somewhat menial fee (because we all have a spare r589 to pay for 2 years which evaporates into the thin vodacom "customer retention program fund"). i still did not use an ipad which couldnt turn on / wouldnt come out of hibernation mode.

In february 2016, after some peer pressure, i ran back and forth in the time that my company pays me to do work for them between vodacare centre in cresta (who wouldnt take the apple product and directed us to call centre number which routed to america - huh?) and apple (who wouldnt touch a vodacom contract machine), and couldnt get anyone to fix the ipad so that i could use all this marvellous data because it apprently it "wasnt their responsbility". eventually, i got a core report which states that the machine is in "good working order" with some finger marks - for effect of course - whic means this should be working.

Then we discovered that the apple service number [protected]) on the vodacom brochure provided to us didnt ring (not active), and by vodacom's own admission they didnt provide this service any more - well i suppose that is just boohoo for me.

So, r8 800.00 later = absolutely no service, or working ipad and data! ^_^

So, in march 2016 i eventually plucked up the courage to cancel the contract due to family pressure, and after numerous calls to vodacom, i was under the impression that due to the number being unavailable on their "system" and not requesting the ipad back, they cancelled the same unconditionally. silly me...

Nope, i still keep paying debit orders in april and may 2016 (surely to continue if i dont follow this up every day myself) - call vodacom and vuala! the contract still shows active. no comments on their side regarding any sort of cancellation request? *shock horror*

So i revived my battle last week with vodacom, and after loads of phone calls, different stories from all sorts of call centre staff, false promises and empty information i sit and evaluate all the attempts to resolve from my side which have been set aside by vodacom and this now leads me to writing this dreadful report... i, myself, am failing to understand why i havent yet requested an attorney to assist in the resolution as i am close to finished with being treated like an imbecile by your company.

I then was refunded over r15 000.00 for vodacom's complete lack of service and understanding.
They accept no responsibility for their lack from the ceo office down to the customer support people.
They are useless.

Over the last few months, I have been charged for content services that I donot willingly subscribe to. Vodacom made me aware of this once I queried why my bill was so high every month. Upon requesting cancellation, several attempts have been made but no progress. I find this unacceptable! The call centre staff are clueless as I have been given different variations of how I can cancel the subscription manually (none of which have worked). I am constanty being told that the technicians/solutions team will resolve it.

I am so ANGRY at Vodacom accounts Department. I cannot be explaining the same thing about errors in my accounts from September 2016 and until now things have not been resolved. Please take care of your customers this incompetencies are unacceptable. Firstly a fradualent account was open in my account and after a long time the investigation was done and fraud was confirmed. Now i am still being billed for that Fraud

Elite mobile, rescuebox, somusic, safety, hotspotter:

Yesterday after I posted comments on social media regarding elite mobile, rescuebox, somusic, safety, hotspotter for deducting moneys from my account without my knowledge, nor my consent.In about 5 minutes time thereafter I received 4 messages as confirmation of my “cancellations”?

At 14:16 pm yesterday I received a phone call from a certain male at elite mobile stating that they have received my messages and they are working on my query and that he will contact me again today. He explained to me where all of this is coming from, as I did not know:

In august 2016 I was contacted by elite mobile as a promotional phone call to receive a samsung phone contract, which all sounded great and sincere. After the phone call from elite mobile in august 2016, I received an sms from elite mobile stating that my contract was not approved and that the contract was cancelled (They didn't provide a reason therefor). They only stated that I should attend to my nearest vodacom shop to re-apply? (Of which I didn't do) and that is where I left it.

So the guy from elite mobile further explained to me that all of these deductions are from the value added contract of which I apparently agreed to in the phone call for the cell phone contract!. So my question now states (And I asked him as well) , how can there be value added contract if the major contract has been cancelled by elite mobile themselves?

At 15:11pm yesterday I received a phone call from a certain male at rescue box and he told me that they have received my message and that they will attend to my query and get back to me.

At 15:45pm yesterday I received a phone call from a certain male at safety box and he told me that they have received my message and that they will attend to my query and get back to me.

At 16:28pm today I again received a phone call from a lady at elite mobile stating that she has listened to my phone call from august 2016 and that I have consented to the value added contract over the phone and that they have now cancelled the services, but I will not be refunded therefor. So I ask again how can there be value added contract if the major contract (Cell phone contract) has been cancelled by elite mobile themselves? Yes she said, because the value added contract can be used on other devices as well? Elite mobile cancelled the contract themselves!

Good day Vodacom,
Vodacom contacted me on 25 November 2016 and offered me a WiFi contract at a reasonable pric price. It was delivered to me on the 29th of November. I contacted Vodacom om the 1st of December to activate my sim card and cancelled my data bundle on my tablet as I got the WiFi. I have contacted Vodacom again and again on the following dates:
1.12.16 I phoned 8 times and eventually got told that it can take up to 14 days
9.12.16 I followed up - still not connected
12.12.16 I phoned 3 times to follow up - still not connected
16.12.16 I followed up - still not connected
17.12.16 I phoned twice to follow up - still not connected
19.12.16 I followed up- still not connected
20.12.16 I followed up - still not connected
23.12.16 I followed up - still not connected
24.12.16 I followed up - still not connected - I also asked for a manager to contact me which never happened
29.12.16 I followed up - still not connected - I was told it would be activated within a few hours
4.1.17 I phoned twice was told the first time that the system is down and I must phone back later. The second time Hazel told me it can take up to 14 days for my sim to be activated. Another 14 days, is this possible Vodacom?
I also left a message for a manager to contact me.
Can a Senior person at Vodacom please contact me and let me known what the problem is and please provide me with a solution.
[protected]

I have no more words about how bad the service from Vodacom is. I am truly dissapointed in Vodacom as a company, you should be ashamed of yourselves. I expect my cancellation to have been submitted and I expect a confirmation of cancellation soon! I have sent an email regarding this and I have spent over an hour on the phone with 5 consultants. Please ensure this is done as soon as possible!

I was working with Hope Ntshembo to rationalise my contracts. This I now 3 weeks and this has still not been sorted. I emailed and phoned with no joy in resolving the matter. Moeder Makoena solemnly promised to get her supervisor Kabelo to call me as they only work till 4 and all managers are on leave. Needless to say, I am still waiting an not sure where I am with my transaction. Can someone at vodacom please care enough to help me

On the 31st December I suddenly could not make calls from my cell phone other than emergency numbers and calls to Vodacom. I contacted Vodacom (15 minutes to finally get to speak to somebody). This person told me it was a network problem - to take out the simcard and battery and try again. This did not work. I phoned Vodacom back again (another 15 minutes). This person told me that they would need to synch the phone and I must wait an hour and try again. I did - this did not work. I phoned back again (yet again another 15 minutes to speak to somebody). This person told me they would have to log a call with technical and it would take 24 hours. 24 hours later still unable to make calls so phoned Vodacom again. This time spoke to Mzo who told me he would ensure that my complaint would be attended to. Nothing. On the 3rd December I phoned again and spoke to Joseph at Vodacom Solutions who advised that my line had been converted to a data line? I recently bought a tablet with data through Vodacom online and this may be the confusion? He undertook to get back to me once he had dealt with upgrades. Nothing. I then phoned again (this time 45 minutes to get through) and spoke to Angie who told me that my complaint would only be looked at within 7 working days? Joseph (thank you Joseph) phoned me back yesterday afternoon and said the person at upgrades had not been available and he would phone me back at 09h00 on the 4th. Still waiting... What do I do to get some answers and a solution?

On 28 November I registered for a new contract with Vodacom Paarl mall. (Smart S package - Huawei P9 cellphone, with R2000 Woolworths voucher).
Firstly I was told I had to wait a week, then two weeks as there was no stock on the P9 cellphone. Finally on 29 December I went to the store only to find that the phone was there, but that there were now no vouchers available. I was not phoned once throughout. I kept making trips to the store. I was informed that I could take the phone, but it would be without my R2000 Woolworths voucher. I was so despondent from waiting for my phone, I took the phone, along with the purchase of a micro card as my old card was too big. needless to say, I was not offered anything in the place of the voucher. I was finally connected the 31st Dec. but to the wrong phone and then on 1st after a visit to the store again, I was connected to the contract P9 cellphone.
My question is this, why are phones advertised with goodies if they are unavailable. Is this only to lure customers to get deals?

Why are customers not offered similar or replacement deals? I was not offered anything.
I find that this smacks of false advertising.

Cancelled account as per my contract and billed for final month. I have been billed a month after cancellation with an added R100. According to call center my debit order was not honored and that explains the R100 penalty.

According to my bank the final debit order was honored. Vodacom call center refuses to help refund this money and my call was dropped by the consultant.

I have tried since last year to cancel my contract with Vodacom. I have contacted them about 4 or 5 times and no luck my debit order is still going off. I have got a ref number and the name of the person, when I contacted them again the ref number do not exist. Then in November I phone them again they will cancel and once more the debit order went of. I have contact them again and asked them why, the lady said the contract was cancelled and she will log a refund but still the debit order went of in December. Today I contact them again and they transfer me to the legal department not sure why just to tell me that I must contact cancellation's who put me through to them in the first place. The guy in legal said that the contract was only cancelled in December, when I ask him about the recordings he told me that I must speak to cancellations. Not sure who will be able to assist, is this the way how Vodacom is making money out of their customers. Not sure who will be able to assist or is it just money down the drain, and surely they will be able to see that this contract has not been used since August after it expired.

Since October last year I have been charged for sms's informing me of my daily billing. Which I have not been receiving despite my calls to your customer care number 082111. I would like my account credited and this sorted out asap please. Can you also tell me why when people sometimes try phone me there is a voice message saying that my cell number does not exist or it just cuts the calls off ?
My cell number is [protected] ( I have a dual SIM card )
I would also like you to tell me what is going to happen with my son's Sony Xperia Z3 cell phone bundle that I am paying for, as the phone just stopped working in October and I was instructed to take it in to be checked as it is covered through Vodacom insurance. The phone was returned 3x and sent back again as it was still broken ( dead-would not switch on). This went on from October until 14th December ! Despite all my numerous calls and emails of which I am still totally disgusted with ! Since I received the phone back it works then starts giving problems again. It's an ongoing problem and in all honesty I am fed up with the " so called Vodacom repairs dept " as I feel the phone should have in all fairness been replaced given the fact that it went back and forth with the same problem. Which you are more than welcome to confirm with your East Rand & East Gate Malls, as I made them check the phone before I was prepared to take it home. Much to my disgust it was still broken ! So I am seriously reconsidering renewing my contracts with Vodacom.
My son's phone is a Sony Xperia Z3 with the watch cell number : [protected]
Regards
Yvonne Munro

In january 2015 I upgraded and got a handset on which I had to pay for 24 months. Now 24 months later I want to upgrade again but they say I have to pay the handset until april which makes it 27 months. We have spoken to customer care and accounts but they say the contract comes to end in april that is why we have to pay the handset until then. But on the invoice it says 24 months handset installment not installments until the contract ends