Vodacom
Reviews and Complaints

To Whom it may concern:

RE: Vodacom data, prizes and smartphone application.

As a loyal customer for many years, I kindly request clarification regarding the following:

A. You are The 2016 Bonus WINNER. Claim your R9500 Bonus

1. I play R20 “play every day “ every day and enjoy the prizes, I won a lot of bonus prizes etc.. The enjoyment of the game became part of my daily routine.
2. I Received a sms at 11:43, Tuesday the 21st of December from number +[protected] with the following wording:
“Congratulations [protected]! You are The 2016 Bonus WINNER. Claim your R9500 Bonus on www.cp5.bid/3/v.php?m=792335299 or reply WIN [OADC] optout smsStop”
3. When I clicked on the link the address bar on my phone showed Vodacom live, and immediately continued to claim my prize knowing it surely has to be one of the draws I’ve automatically been entered to.
4. After submitting my claim, I received the the following sms’s:
a. +[protected]: Welcome to your Get Your Prize Service. Visit www.xmasbox.co.za and enter password: 716222 (FREE MSG) R7/day, to optout txt stop, Support: [protected]
b. +[protected]: Welcome to Check Your Prize Service. Visit www.bonusbox.co.za and enter password: 373687 (FREE MSG) R7/day, to optout txt stop, Support: [protected]
5. I immediately responded by sending “stop” sms and phoned customer care on 114 to avoid any deduction from my account. The voice recording on 114 stated the following:
“ if you received an sms, indicating that you are a bonus winner of R9500, please ignore and do not subscribe as this is Spam”
6. I was relieved, knowing Vodacom are aware of the spam or false representation on the welcome message, and busy addressing the problem. Any normal person will surely assume that Vodacom will prohibit any deduction to protect their customers. The next day, being the 21st of December a number of R7’s were deducted from my account . I immediately phoned Vodacom and the representative confirmed that a formal complaint was lodged, cancellation and refund will be done within 72 hours and received the sms below:
“Dear Vodacom Customer: Kindly note your unsubscribe and refund request has been escalated to WASPA for further investigation. Kindly note it may take up to 72 hours for the request to be processed, alternatively please call WASPA on [protected]. Thank you for your patience and continued support. Ref: #6714021
Kind regards, Vodacom Customer Care Zamile Somchiza”
7. After 72 hours I noticed that the refund was not done as promised and the responsibility to take the matter further was shifted to me as per sms below:
“Dear Customer, please be advised that should you wish to lay a formal complaint please contact the regulatory, WASPA, on [protected] (charged) or complaintswaspa.org.za. Vodacom cannot lodge an official complaint on your behalf. Ref: #6714021
Kind regards, Vodacom Customer Care Zamile Somchiza
B. Vodacom Smartphone application
1. After the app was launched, I made use of the facility as oppose to the *111# function. I usually check my balances on the App and budget the allocation of airtime accordingly. On or around the 22nd of December the app indicated that I have 60 minutes night shift and 83 talking points. I phoned my fiancé after twelve, and made use of the night shift only to find out afterwards that the airtime was used and approximately R35 which as not allocated to data. I phoned the call Centre and inquired why the application showed that I had 60 min nightshift and not the case if checked on *111#. I recorded the representative which indicated that it was a fault on the App and that she will not be able to assist me. I requested the representative to explain why I am in a position where I cannot resolve the matter with Vodacom? Firstly, as per point nr A above, It is an Issue which can only be rectified with WASPA, Secondly with the App? I humbly requested her to indicate if I am in control of the App or Vodacom?

2. She clearly acknowledged that is obviously Vodacom, and there for my question to her again, why can you not resolve the issue? I need to determine how to resolve the matter with the App?.

3. The call was dropped and knew I will now have to start the process again. After approximately 5 minutes holding on, I realized that no option to speak to consultant is been given to me anymore.

The discrepancies mentioned above occurred on numerous occasions with family and friends.

Kindly note that my intention is not to gain dishonestly or to initiate a petition, as I am satisfied with the overall service provided.

I would however like to humbly request a fair reimbursement, for your consideration in the form of airtime and data.

I would perceive a fair reimbursement of R300 airtime and 85 Gig data as adequate, which will not be construed as an admission of fault or as a quantified value as mentioned but as a good gesture or reward from Vodacom for time spent regarding the matter during the course of the week.

I hope you find my request favorable.

Regards,

HSJ van Rensburg
Bcompt Hons, CTA, CEA
[protected]

I have been trying to get my new contract phone working since wednesday 21 december and after i spoke to a consultant on wednesday, i finally after hours on the phone was told that my simcard is activated. Its been 3 days now and i still can not use my new phone and was told today that my sim was never activated on wednesday. This is pathetic! I can only phone again on tuesday.so that means my card will only work on friday. Yay. 2 weeks with a new phone i can not use. After many hours spent on the phone trying to sort out my new phone it is pathetic and vodacom is pathetic!

Scammed by Vodacom and Game. Took out a contract with my own prepaid no: [protected] in Nov 2016. I was informed it will take 7 days to be activated. Till this day I have not been activated. Funny my account was only debited yesterday 23:12:2016 for connection fee. Called 30mins ago I was advised I am on prepaid, I should call Game. Called Game, was told I should be active on contract. Back to Vodacom, ur line was activated beginning Dec and you have been allocated R200 airtime. I have never received any airtime or the promotional R300 airtime I was promised. And staff of Vodacom hangs up on me saying I used my airtime. The phone has been dead for over almost a month, I am so angry now, I have been conned.

Kind Regards
Mrs Douman 😡

My iphone 5c with vodacom contract smart m, cell no. [protected].
I left for overseas and activated roamon on 16 november 2016 but did not get the usual confirmation message regarding the cost of sms's. however it appeared that roamon had been activated because no one could call me.
On my return to sa on 16 december 2016, I tried to activate roamoff but just kept getting the message "not delivered". I immediately called the vodacom help line but the attendant could not help me solve the problem.
After several phone calls with no success I was eventually given a reference number (1-klx2vnmq) and was told that the problem would be escalated. I waited on the line for 20 minutes but had no answer and was not sure if the problem had been escalated.
I was on holiday in cape town so went to vodacom at century city on monday 19 december2016. I was passed on to 5 different people for 2 hours but no one appeared to have any idea what to do. eventually zuko gwadana said my sim card was damaged and needed to be replaced. I gladly paid r63 for a new sim card and was told to keep my phone off for 2 hours and then restart. I followed these instructions but found that it had still not solved the problem. I went back to the store on tuesday 20 december and spoke to stephen (the manager) who was very helpful and tried several approaches and decided that it was not the sim card that was the problem. however, he could still not solve the problem.
I have now been without the use of my phone for 9 days. I cannot receive or send calls or receive or send sms's. the word "searching " continues to flash in the top left hand corner.
I am very disappointed in the service I have received from vodacom. I have been a contracted client for many years but I cannot use my phone even though I pay my monthly contract fee for the smart m package.
I would be very grateful if someone could please now escalate this problem and provide me with the service I should expect.
Kind regards
Gillian hawkey
Id:[protected]
207 spring glade
55 marine drive
La lucia
Durban
4051

I am very disgusted with vodacoms notification service.

1) they don't tell me as they used to when my data is low so when my data is finished my airtime is suddenly finished and it's not on. Do they expect me to check my balance the whole time? No, it is up to them as a service provider to notify me of when I must get more data. If this keeps happening I will move to telkom and make sure I ruin the name of vodacom to all my family and friends. I have been a faithful client of vodacom for very long but I see the company has changed to money orientated instead of keeping clients happy.

2) your data packages are too expensive. There are very competitive data packages that provide a better service so I suggest you modify your packages.

I am certainly not happy about this!

I am so disgusted with pick & pay hyper durban north and this deal. The phone is not compatible with the volkano matrix series VR set and blames vodacom for this mistake i wonder who vodacom is going to blame. now my kids wont get their christmas gift because of false advertisement. Had to return the stuff only to leave with the VR set cause they cant give me a phone that is compatible. It clearly states that the VR set is only compatible with 4.5" - 6" smartphones and the phone that came with it is only 4". i wonder who the Grinch will be this year.?

17 December 2016 point of sale had to be returned on 22 December 2016, 2 days before christmas

i would like a phone that is compatible with the Volcano matrix series i feel that this was not my mistake but false advertisement on vodacom and Pick & Pay Hyper Durban North. If i didnt check the phones before christmas my kids would have been so disappointed with their gift cause i was under the impression that the phone was compatible. As the person who serviced me said we wont put a phone if it was not compatible with the headset. If this will not be corrected and proper steps be taken i will take this to the news papers and anyone who is prepared to listen.

Thanks Jo-Anne disappointed mom

Op die 22 desember 2016 het ek my ma wat 70 is na game geneem. Sy het 5 rugopperasies gehad. Sy kan nie lank staan nie. Sy wou n selfoon van vodacom op kontrak he. Die samsung j1 wat r99 n maand is. Toe ek dit vir die persoon se. Antwoord sy my dat my ma vodacom toe moet gaan. Want hulle help nie pensionaarse nie. My ma kry nie sassa nie. Sy kry n mynpension van r8000+ n maand. Ek het uit gegaan na die vodakom winkel. En gaan uitvind. Vodacom se mense het gese dat hulle geen so n ooreenkoms met game het nie. Dit is n ding van game. Ek is trug na game en vir hulle ges dat dit onwaar is. En dat hulle my ma sal help. Ek het die vorms in gevul. En bewys van adres 3maande se bankstate en id vir hulle gegee. Hulle het terug gekom en gese ek moet r105. Toe wil die transaksie nie deur gaan nie. Want die kode is nie reg nie. Hulle het n aderman geroep. Om te se dat hulle ons latter sal bel om terug te kom. Ek het gese ek soek die winkelbestuurder hulle het gese dat hy nie in die winkel is nie. Ek is na die kantoor om te hoor vir die winkelbetuurder. Daar is gese hy is in n vergadering. Ek het gevra vir die assestentbestuurder hulle het gese hy is in reseving besig om goed te ontvang. Ek is terug na die selfoon afdelling en gevra wat aan gaan. Hulle het die man wat gese het hulle sal ons bel geroep en niemand het opgedaag nie.

Die volgende toe sien ek die winkelbestuurder ek het vir hom gese wat aan gaan. Hy is na die selfoonafdelling om uit te vind wat aan gaan. Hulle het gepraat van die kode. Dit was toe al meer as 2 ure wat ons daar was. Ek het dit verloor en gese ek soek die bewys van adres bankstaate en die afskrif van die id. Toe het ek die kontrak opgeskeer . En gese ek gaan dit nie daar los nie. Ek gaan dit aan mashmark rapporteer. En aan vodacom.

So ek wil dit onder julle aandag bring hoe word vodacom se naam deur die moder gesleep. Deur game.

Baie dankie
mej. Erica coetzee
cell no. [protected]

I have been a Vodacom contract customer from 2002. I recently cancelled my contract as I didn't need another phone. Two months later I tried to open a new contract, only to find out I have been placed with the Pre Legal collections for 66c that was not debited off my account. With much irritation I paid R2. I was cleared off this judgment only to get told my profile has a low score because I have a bad account rating with Vodacom. I did not miss a payment as all payments went off as debit orders. I am extremely disgusted at the service that Vodacom provides and the power that they have to ruin a good record on their own, and not rectify it.

I accidently let the S6 fall in March 2016 which caused the back screen to crack a little bit nothing serious. The phone was still working a hundred percent. On night of 29 October 2016 all of a sudden the phone started saying that there is no simcard in it. I removed the simcard and put it back but still it said the same. The Sunday morning I went to Vodacom Chatz Festival Mall and was advised to do a sim swop. The phone still did the same...no simcard. I then took the phone back and was told that the sim reader was faulty and they will send it in for repairs.
After a month and a half I got the phone back...not repaired as it is said that the fall in March caused the damage to the sim reader or that I damaged the sim reader by forcing the sim card in.
I never took out the simcard since March that I got the phone and if it was due to the fall the damage would have been immediately.
I am so dissapointed that the repair centre can make internal damage of a phone not even a year old a client's mistake.
Things like this will resort me to use other makes.
I will escalate the matter although I strongly believe in Samsung products.
Regards,
Almarie
[protected]

We have been struggling since may 2016 to get any joy from vodacom in baywest port elizabeth. Took the red vip contract, including samsung s7 edge and speakers. We have been waiting for the speakers since may! Also been to baywest shop 3 times to enquire. Today we went back because everytime they say we do not have the speakers yet but will contact you. No one ever contacted us since may. I asked to speak to the manager, his reply to the consultant was to tell me that vodacom is trying to replace the speakers with another gift! When I said please ask your manager to speak to me in person. He came out the office saying that I must wait he is busy. Sat down and chatted to another customer. I am sorry but this is unacceptable.. Professional customer service managers are not suppose to be this way. Maybe we should transfer contract to a provider that is professional and friendly. And would want to have happy customers.

I'ts our fault for not making payment in time as per our arrangement but it was paid this morning after Vodacom stopped our services. We mailed the proof of payment through to [protected]@vodacom.co.za and phoned the call centre about 30min later. We where informed that it would take approximately 1 to 2 hours for the reactivation and the charges their off. After about two ours we phoned again, and again. The services was still not reactivated. My husband uses his phone for business purposes. Yes he got a bit aggravated with the last person Nicky that he spoke to but when we phoned back again for the 4th time i think the call centre was being spite full, they had me on the line holding for assistance for 20min. The lady Maria then said she lifted the block we should just restart our phones and the service will be back, but to no avail. We restarted our phones three times already and its still not activated.

In the beginning of December'2016 I dealt with Joanna at the online upgrades department who processed my upgrade.

Once the phone was received I realised that when I opened the phone that I wanted another phone and not the one asked for and the I wanted my packaged upgraded and that had not been done. I contacted Joanna again and after of a number of attempts got hold of her and she said no problem she will put the collection in and then they will reverse the upgrade once the phone is received and then I can call in and redo the upgrade.

I have since called in a few time to find out if the return was indeed noted as the phone is still at my work premises, everytime I call in no one can pick up on your system that the return was put in and promise to look into it and call me back and no one ever gets back to me.

I got so desperate that I even called into customer care one night and spoke to a gentleman that said he would call me the next day when he gets in a 14:00 as the upgrade department was closed at that time and then we could all have a conference call. To date he has not called and he also could not pick up that a collection had been noted.

In desperation this week I called in again a few time everytime holding for about 30 minutes before someone answers.

I spoke to Zanelle yesterday morning and she said she cannot pick up the collection on the system she would go check with the relevant department and promised to call me in 20 minutes an hour later I called back holding for another 22 minutes got through to Shashta who said she would get Zanelle to call me I said no I want answers explained the whole situation to her she said someone would call me by the end of the working day which did not happen

I called in again today requested to speak to a manager was told they in a meeting as they closing up tomorrow and that one of them will call me back still no call has been received.

In the meantime Shashta called and said she has logged the collection which does not help me as our office are going to be closing I need this phone collected so that the upgrade can be reversed and I can proceed with the new upgrade.

However after the shocking service I have received I'm not even sure I want to renew my contact with Vodacom.

I trust I will receive feedback shortly and that this matter will be resolved as I am at my witts end with this disgusting service

Kind Regards
DA Cloete

I've upgraded to a samsung galaxy s7 as I was told by the sales person I qualify forany handset. I was very surprised when I was informed about a special (Upgrade to a galaxy s7 and receive a samsung galaxy tab 3 lite for free. )

Now, every month I must pay r370 more for "handset charges". I was not informed about this additional charges and I did not give anyone permission to deduct it from my bank account. This means that my "free" tablet will cost my a small fortune of r8880.00.

If I knew I had to pay this monthly handset fee of r370 I would never upgraded to the samsung galaxy s7.

I played the Vodacom play everyday promotion this morning on the Vodacom app.i bought 7plays to play on the second play it landed on the electronics and games but then a message popped up which says there was a technical error and i need to play again which I did but then I didn't won . This happened for a second time but on the last play it landed on the grand prizes but this time a message popped up saying that I don't have any plays left and I need to buy more plays so I took a picture of the screen and call Vodacom to logg a complaint the guy that helped me told me that it shows on his side that I won with my last play a welcome tone for a week I rebelled he then sms me the number for the play everday department I spoke to a woman there then she told me that I won with my last play free Vodacom to Vodacom minutes and that I need to take the pictures to a Vodacom store so that they can explain what is happening

Customer Care Reply - Authentication Response Ref: 0124~43ZQ
I lodged a complaint in December and this has not been sorted out. I phoned in to get sim activated a few times. with no luck. I now asked for contract to be cancelled an phone to be returned. still waiting for a call from Vodacom. now I see online phone is active and the plan I accepted was for 100mb & 100sms & 50min, but online it is 80.60mb & 81sm & 40min
this is not what I accepted! I have reported my full complaint with ICASA.
I will not pay for a phone that took Vodacom 2 months to activate, and now also with incorrect data also!

I took a contract for a Vodafone tablet on the 05/02/2015 and there was a fraudulent account opened under my name for a modem on the 10/03/2015.The activation date of the modem(Fraudulent Account) was 13/03/2015.The debit order for the tablet was R249.00 a month but Vodacom have been debiting my account for R467.00 since March 2015. I tried calling them numerous times to sort it out but nobody was able to help. I've been to Vodaworld a few times with all of my documents but still I couldn't not get any help. I was handed over to their lawyers (Hammond Pole Attorneys). I have been blacklisted for something that is not my fault. How long does it take a big company like Vodacom to sort out a fraudulent account? It's been 2 years already!

I have spent over 8 hours on Vodacom customer care to get back my missing airtime without any success.

The operators have been extremely unhelpful and have dropped the line / put the phone down intentionally on various occasions.

I'm missing over R1500.00 airtime after my sim change and upgrade.

Could someone from Vodacom please assist to resolve this issue

Last Month I receive a Bill from Vodacom for my 3G contract and I cant believe that Vodacom would allow me to have a bill of R 51 000.00 for the month of July and August. I was not called to be warned about this, I have been a loyal costumer for a very long time, I just cant believe that all theycare about is profit that they would even spoil their customers credit record for profit. kindly look at this matter because I cant afford that money.

I am waiting for my Samsung S7 Edge phone and tablet. I tried to phone the store and manager this morning but their is no answer. I took my phone back to the store on Thursday the 15th of December. They said they are going to send it to Polokwane and when they get a reference number I can come and pick up my phone. Yesterday I phoned the store and the manager said she will come back to me. I had to phone her back. Then she said she will phone me back again. I am still waiting. I need my phone today as I am going on holiday. Please help me.

To whom it may concern

I phoned Vodacare Tygervalley w.r.t to my phone going in for repairs, whereby I received a quote of R2136.48 for liquid damage and the battery. As I am explaining to the consultant liquid damage to my knowledge is the phone is getting wet, she started blaming me that it is my fault. I had the device for 5 months and it started giving problems. Battery getting hot, phone switching on and off, showing charge icon even if the phone wasn’t charging, showing the dock is connected, couldn’t set time on phone, phone wanting weekly updates, phone switching on and off and eventually the phone didn’t want to charge anymore.

As I explained I don’t have insurance on the phone, it is a 24 month contract and I still have 18 months left on the contract so why would I not look after my phone. The Vodacom consultant just went on it’s my fault and that liquid damage could be me holding my phone while my hand was perspiring or in between other stuff. Could this liquid damage not have occurred as result of the battery heating up causing this liquid damage, could the same have happened here.

The same with the other Samsung Galaxy 7 callbacks that was faulty could my J 3 phone also not be faulty

Even when I took out the contract at Vodacom shop in Zevenwacht mall they did not explain liquid damage is not water damage and ways liquid damage can occur.

I’m not sure who the Vodacom consultant was but I received really bad service on her part, she does not have the right to blame me or make these accusations, that’s not good customer service. I’ve been a loyal Vodacom and Samsung customer for 15 years and it is consultants like these that will give Vodacom and Samsung a bad name and reputation. The Vodacare technician says liquid damage but can he conclusively say what caused the liquid damage, Vodacom needs to stipulate what causes liquid damage in detail when purchasing a phone or taking out a contract.

I am binded to a contract now for the next 18 months now which I have to pay, but I don’t have a cellphone in which to use the airtime. I feel very disappointed in Vodacom and Samsung because I have been a loyal customer to both and no one could assist me.

Job number [protected], IMEI: [protected], model Samsung J3

Carmen Thomas
[protected]