Vodacom
Reviews and Complaints

On 19 August 2016 a lady phoned me, explaining that I have a data contrant on my no [protected] that is R249 per month and that they now have a promotion. This R249 contract will be replaced with a R199 per month 5 gig data. And as a gift I can choose between a rooter or a vodafone tablet. I chose the tablet. The tablet and a sim card was delivered to me a few days later. I did not open the simcard. Over the weekend my data was finished on my no and I went to a vodacom store. They informed me that the 5 gig date is on a new contract and was not a replacement on my no. The lady who phoned me did say that our conversation is recorded. I asked her a few times if she is sure that that 5 gig is on my no that I use everyday and she said yes. Well she lied, she sold me a new contract. And that is not what I want, I cant afford another contract. The way she explained it to me I am supposed to save money not pay extra. I have some info about her. Dealer name: rewardsco contac..., sales agent: muthend, created by: ayubn. I am very upset about this. I dont want this contract. And there was also a R402 extra billed on my accout at end August.
Lanese - [protected]

Phone number [protected]
Account number I3108993-1
Invoice number H6-WBZ5
issue reference number 1-[protected]

issue - I am on a Top up 5gig data contract (R227 per month excluding VAT) yet I got an invoice of "data usage" of R7011!
I have tried complaining and Vodacom LIED to me saying they wouldn't deduct the amount from my bank account until the investigation is complete and I am proved to be guilty. they went ahead and deducted the crazy amount (total of R8252.60 including VAT) on my bank account even though we agreed they wouldn't

12/09/2016 - logged issue through customer service (082111) and received reference number 1-[protected]. was told incorrect billing would get investigated and I would get resolved within 14 days.

26/09/2016 4:20pm - called customer service again (Itumeleng) & was notified that it takes 14 business days & not 14 days as I was previously told to resolve my issue. I was forwarded to the accounts department who were to only charge me my regular subscription amount (R227.19) and remove the R7011.93 charge until investigation complete. Accounts department told me that they will remove charge & then rudely ended my call.

27/09/2016 - Vodacom debited my bank account 8252.60

I did an upgrade telephonicaly with Vodacom on 9/9/2016. At first I got told that the phone I wanted I did not qualify for. Then I went with my 2nd option then I got told the black phone is on back order I should go for a white phone...which I did. I then got told that there was a system problem and the manager is in JHB and I needed to wait...what for I don't know. 2 weeks later I got a call to say I can expect my phone the Monday 19/9/2016. The phone never arrived. On the Thursday (22/9/2016) I phoned to follow up on the order. I got told that there is a back order on the white & black phone, the lady said she will send the consultant who did the upgrade for me to give me a call. Friday 23/9/2016 I phoned again as I did not get a call back. To get told that they have received stock I can expect the phone this week. Monday 26/9/2016 I got a phone from the consultant Shannon who advised me that no stock has arrived and there is a back order...obviously communication is not that great. needless to say i still have not received a phone. Today 27/9/2016 Shannon phones me to say that the cancellation on the order has been put through but can take 7-14 working days! This is unacceptable and from a big corporate company like this you will expect more? Vodacom ref no [protected].
I would like the order cancelled and I want Vodacom to advise me which other phone for the contract which I increased I qualify for and do an upgrade on that ASAP? Does it take 18 days to do an upgrade according to Vodacoms Service Chart?

To whom it may concern,

I am writing to you today about terrible customer service I have received not once, but TWICE at this store.

In May 2016, I had gone to the store as I was due for an upgrade in June. A young indian gentleman had assisted me. I was querying on the iPhone 5S which was still being advertised for R199 a month. This gentleman had then told me that special is no longer running. I had questioned why was it still being advertised? He had explained to me that these phones were being DISCONTINUED. I asked him to phone another Vodacom branch in Durban to find out for me if they had stock of that phone. Only to point blank get told NO. Yet, the very next day I contacted VODACOM PAVILLION myself, where I was helped in a very professional manner and this store did in fact have this particular iPhone in stock. I was able to reserve the phone for myself until i collected it in that week. Something that could of been done for me, AS THE CUSTOMER.

This Saturday, I walked into Vodacom Watercrest. Firstly I waited more than 10 minutes to be helped, understandably so the store was rather busy BUT the lady that arrived AFTER me was seen to before me. Secondly, I had told the gentleman I need to pay my Vodacom account as I usually pay at Standard Bank but due to the public holiday, Standard Bank was closed. I was advised to do it via EFT because I was unable to do this at the store. Please explain why it is possible to pay your account at ANY other Vodacom store but not at the Watercrest mall branch?

Please note that I have been a customer of Vodacom for nearly 4 years and I have always been extremely satisfied with the service, I just don't quite understand why this store in particular is absolutely pathetic and NOT AT ALL HELPFUL!

I would much rather use my petrol to drive to the Pavilion branch before I come to your store again.

I am very disappointed in the customer service at this store. I really suggest you send your staff for training on how to provide customer service or send them to another branch to actually see how it is done!

I sincerely hope no other Vodacom customer has had the same experiences I have had.

Hi there,

Twice during the course of one application have delays been caused in my application due to they system not having updated information.

First, my ID and name did not match so my application was delayed (21/09/2016). I was asked to submit documents to verify my name and ID number. These were submitted on the 21/09/2016 but only processed on the 26/09/2016 when I called in for an update.

Secondly, I was asked a series of 5 questions to verify who I am before my new handset can be dispatched (27/09/2016). Again my application was delayed as I failed the questions because the system does not have updated information - this is after my consultant updating everything with the application for a new contract on the 26/09/2016.

In this day and age when you provide a 'service' that vetts individuals details it should be ensured that you are using the most updated service provider so as to avoid such delays and frustrations.

I would appreciate if a manager took over my application and that the Vodacom systems are updated more regularly to avoid such issues going forward.

Previously I have done all contracts through a store but thought I'd give the online store a try as it is more convenient, I wont be making uses of them in the near future and most certainly will not recommend using them to family and friends.

I purchased a glass protective screen for my Galaxy S7 (as per attached) on 7 September 2016 at Vodacom Cavendish in Claremont Cape Town. I have noticed that you have to press very hard on the screen if you want to type etc. Everytime when you pressed down on it, it made a clicking sound. Then the cover started coming loose, is this even suppose to happen after I paid R449 for the cover.

You would think that you pay for quality hence the price. The phone fell and the protective screen cracked. I was shocked, I mean you pay so much money and the cover cracks with the first fall. But on the cover it says it's shatterproof, 3D glass etc. I went back to the store on Monday 19/9 and William wasn't very helpful. I was at least hoping to get a new cover or even my money back, he just shrugged me off, like there was nothing they do. The other guy (Brandon) still said he(the one who helped me should speak to Irefaan, but he just ignored him, so I left.

I was in town on Saturday 24 September and went into your Golden Acre branch and those two guys were most helpful. Robin and Keanu fitted 3 different screen covers on my phone which didn't want to stick, but they refunded me and the manager told them to send those covers away to have them checked. Robin said that the Body Glove purchased at Cavendish was a rubbish one and that it was discontinued. So now I ask you, why do you sell a product that has been discontinued and at an overpriced amount as well.

I had to purchase another cover wasting even more money after Cavendish couldv'e offered me a cheaper cover or something. Very disappointed more so because of the price that I paid for rubbish.

Hi

The number [protected] is a 2g top up contract (as per the vodacom website) but on the bill it shows that it is an open contract. r12000 was taken out of the bank account associated with this line for data usage, after vodacom said they would credit back r9081.90 after it was incorrectly billed previously. no one in any of the stores can help us, they all say theres nothing they can do. please advise why the bill is so high and why r12000 was debited when there is meant to be a credit and why it is possible for there to even be a bill when this is meant to be a top up

Ps please contact roxanne on [protected] or [protected], I am his pa and he has requested that I deal with this matter

Thank you

I received an unwanted tablet from Vodacom which was promised at no extra charge. When I realized it was indeed a contract, I cancelled it and is still waiting for them to collect the tablet after several calls and promises from their side.

I went to Gateway Vodashop asking for the account to be transferred from my husbands account to my name. Kevin is the name the person helping me. I am waiting for any response from him - no response. At the time I did not think that I would have any problem as I provided him with the latest bankstatements showing I am capable of paying my own account. I filled in allthe forms and he seemed happy with everything. Consequintly I do not know the exact date, but it must be about 4 weeks ago.
Am I too much in a hurry?

Today I called Vodashop Mmabatho, located in the Mega City Mall, Mmabatho, North West Province.
I was calling on behalf of my own boss as he requested that I obtain a price for the battery in his cellphone which is a Samsung S6 Edge device.
The phone rang without answer until it reached the point where I was told that the following number was currently unavailable, as per usual if a telephone is not answered.
It must have taken four tries with the same result before the phone was answered.
After submitting my request to the first woman who answered the phone I was transferred to a male consultant who was meant to assist me, whose name is unknown to me as he did not have the etiquette to introduce himself (nor at the very least use the words "how can I help you?") at any point.
He answered the call from his client with only a "hello".
(I later called back to find out the name of the person I was previously transferred to from the woman who answered the phone when I was informed by her that his name is "Ona" short for "Onalerona" - bear in mind that my spelling my be incorrect, however I did try spell it as close to pronounciation thereof)
I introduced myself by name and made my request for the price on the battery as mentioned earlier.
He promptly informed me that it would be imposible to give me a price without sending the phone in as it is only them that can replace the battery.
Let us bear in mind that this device does not belong to me and that I also do not own a Samsung S6 Edge and am therefore naive to the specs of the device and how it works.
I then (being unsure if we were talking about the same device) requested whether that was the only way to get it done and whether he was sure that the cover or battery could not be removed without sending the phone in to repairs.
Instead of politely using the correct work etiquette to inform and reassure me that this was the only way it could be done, or even explaining how it works as I do not know myself as his client, I received a rather rude and condescending response.
He (sounding very pleased with himself) replied: "Why don't you go fetch the phone and try to remove the cover yourself so that I can laugh at you over the phone?"
I work with people as well and I know that this is no way to be treated or to treat others, let alone a client who is willing to bring you business and pay for it.
I answered: "Wow, that is very rude."
Quickly, much like a child realising they just screwed up big time, he hastily replied: "Joke, its a joke mam!" (probably in hopes that I would not complain about him).
I put the phone down as I could not find the humour in insulting your clientelle and degrading them so easily instead of explaining something (as any normal consultant or sales person may do) knowing that your client does not have the same amount of knowledge over the product as you (the person selling or repairing it) would have, especially considering that I have not used or owned said device before.
This is not the first time I, or my boss, or anyone I know that uses this shop, has had problems here.
I feel insulted and mistreated.
This is truly the worst kind of customer experience I have ever had in my entire life, and it is also the FIRST TIME IN MY ENTIRE LIFE that I am INSULTED by a 'professional' or business representative, as their client.
I am disgusted that someone who does not know from a bar of soap would treat me this way when I was polite the whole way through, let alone that it was someone of whom I am client that should representing their business and company to the best of their abilities.
I would be horrified to find out how many other clients have been insulted by this shop or this "Ona" character.

I have to say that after being such a loyal Vodacom customer for all these years I am absolutely horrified as to the level of service I received this time around.

My grievances are as follows:
• When I initially went online on Friday 16th September 2016 to do my upgrade
• The plan I wanted to upgrade to was Smart XL and the phone I chose was the S7 which came with a Samsung Tab and 10 Gig once off data as well as a Powerbank
• I proceeded to complete the upgrade but the system was offline
• When I spoke to the consultant later that day I queried the Powerbank because I was very excited about getting that. I was told by the consultant that she could see online that it was reflected as being included but when she tried to do the actual upgrade it wasn’t showing up on the system. She then said that she couldn’t complete my upgrade and would have to first speak to the Admin department to load the Powerbank on her system and then call me back to proceed with the upgrade. This consultants name was Shubnam. Needless to say she never called me back.
• I then went online on Monday to do my upgrade and when I checked the package that I wanted the Powerbank had been removed from the system. I find this absolutely unethical and misleading. The day that I wanted to do my upgrade it was there and after bringing it to Vodacoms attention that the Powerbank was included it was then subsequently removed. This is false advertising and extremely unprofessional. I was really excited about getting the powerbank which is the only reason I queried it.
• I then upgraded my contract to the Red Advantage contract and the Powerbank was still not included
• I then received my phone on Wednesday 21 September 2016.
• Vodacom sent me an incorrect sim card with my upgrade. They sent me a micro sim as opposed to a Nano sim which is what the phone actually uses and I would think that a Vodacom consultant processing the upgrade should know this.
• I called the call centre on 22 September 2016 5 times. You are more than welcome to pull up all my phone records and listen to all the conversations. Not one of the consultants was able to assist me with regards to the sim card issue. They all either dropped the call on me or asked me to hold on and then transferred me back to the main menu. I did this FIVE times yesterday and I cannot tell you how frustrated I was.
• I called again this morning and spoke to the Manager who was then able to assist me with the sim card issue.
• I can assure you that this whole process has been appalling and this will definitely be the last upgrade that I do with Vodacom. Further to this I will be reporting the matter as well on Hello Peter because I feel that people need to be aware of the unethical behavior and the incompetency that I have experienced.
As part of the upgrade deal i received a Samsung Tablet with a sim card loaded with 250mb data every month. I put the sim card in the device and it said it needed to be RICA'd. I went into the Vodacom Store in Campus Square and they said they couldnt RICA a contract sim. I called the customer care and they said i needed to speak to the activations department. When i called the activations department they said i needed to speak to the customer care department. They are a bunch of incompetent people and this has to be noted

To whom it may concern.
The problem with my device is im not receiving incoming calls, i even used my wifes device to ring my cellphone, on my wifes device its shows calling but no calls coming through on my device, and im even having problems making outgoing calls.
I took my handset device (P7) to vodacom ZA for repairs, which is still under warranty till 27/03/2017, now because the back cover has a slight crack on it, vodacom tell me my device is out of warranty, i told them i only wanted the inside fixed not the exterior fixed, they told me addition charges will occur because of the slight crack...

pls asdvise

Mr M Bruce

My mother renewed her Vodacom contract on 13 July 2016 at the Langeberg Mall Vodacom shop in Mossel Bay. She opted for the Samsung S6 phone and the consultant was Annemarie, who was very helpful. When we got back home, I started the phone to assist my mom in setting up her new phone. The phone immediately made ongoing key operating sound tones without me even touching it. The moment I opened a programme it would just keep on jumping back to the home screen. I restarted the phone with no changes to the problem. On 15 July 2016 my mom took her phone to her Vodacom shop in Still Bay where she resides, and Eugene Mostert assisted her. He told her that she should take a video when the phone malfunctions as the problem was an intermitted one at the time. My parents travelled back to Mossel Bay from Stilbaai on 19 July 2016 to take the phone to the Vodacom shop at the Langeberg Mall. Annemarie at this time wasn’t so friendly and helpful this time around. She made a couple of settings and told my mom she should bring it back again if faulty. My mother explained that she can’t keep on travelling between Still Bay and Mossel Bay continually, but to no avail. The phone still had the same problem jumping out of programmes to the home screen and making the key tone noises without touching the screen. On the 25th of July my parents travelled back yet again to get her phone sorted out. Annemarie said she would send the phone in for repairs with the following job number: [protected]. On the 28th of July, Peter from the Langeberg Mall Vodacom shop phoned my mother to tell her that they had to update the software of the phone and that Annemarie should have issued an OBF and replaced the phone. After getting the phone back it just had the same problem. My mother drove on the 5th and 8th of August back to Mossel Bay Vodacom and dealt with Carin who also said that Annemarie should have replaced the phone. Carin advised my mom to take the phone with its packaging to the Still Bay Vodacom shop and she would see what she could do. My mom even made contact with Ashlen Chattergoon at Samsung South Africa, who told her that she has to sort the exchange out with her Vodacom provider in Mossel Bay, as they did a software update which has led to the lapse of the OBF exchange period. Tonight my mother was emotional as her phone is still not fixed. She couldn’t send me a text message as the phone kept on jumping back to the home screen. She has always enjoyed her Samsung phones and never had a problem with them. Her contract is close to R800.00 per month on a phone she can’t use. She spoke to Vodacom in Mossel Bay again today, which wants to send the phone away yet again. All we want is her phone to be replaced with a new functional Samsung S6.

Please be advised that the attached is a copy of an email sent to the National Consumer Council related to our consumer complaint.

To Whom It May Concern

I am logging this complaint on behalf of Mr Eddie Keyrouz. He has been a user of the Vodacom Network for many years. His Vodacom user number is [protected] (inactive presently).

Approximately 6 – 8 weeks ago Mr Keyrouz started experiencing problems with his connection, in that his contract would suddenly be disconnected for reasons not justified. He has logged his complaint with the Vodacom store in Northgate and has spent numerous hours on various days in store trying to rectify the issue. He has been advised that it is a technical issue, supposedly related to network system...blah blah..blah.

The store is now shrugging their responsibility related to the issue as they say they aren’t employed to Vodacom and that they act as contractors. They have advised him to direct his complaint via the social medias (which is a platform he does not subscribe to) or contact Vodacom HO directly.

Needless to say, his many attempts to make contact with a responsible principle at Vodacom HO have been unsuccessful and he is constantly been ignored or misdirected.

The Vodacom number he has used for many years is his business number and, as he has had to resort to using an alternative cellular network to maintain cellular connection, currently his business is seriously effected by the lack of care and response from Vodacom.

Mr Keyrouz has also requested assistance from his lawyer, who’s attempts have also proved unsuccessful.

Please advise the next course of action for Mr Keyrouz in order to resolve this issue.
His current contact number is [protected].

Our business has 8 contracts with vodacom.

1. Each of these becomes due for upgrade at a different time. As a result, we receive multiple calls from various individuals posing as vodacom representatives, who attempt to increase the size of the contract without looking at the average spend on the particular contract.

2. Recently, we have received around 10 phone calls from various vodacom representatives, indicating that we would save money by migrating to other packages on 2 contracts, because we are paying too much for additional usage on the said contracts.

When checking this info with my local vodacom shop however, the sales assistant could not understand why we received these calls, because our average use on both contracts were within limits and not nearly as high as was indicated by the vodacom representative.

3. We believe that the telephones which are supplied with contracts are of a poor quality and on average, none of the telephones which we have used, last for the 2 years of the contract. So, we regularly follow up when an upgrade would be available, well ahead of time, because the instruments do not last! (This goes for Nokia, Blackberry and Samsung.)

Contract holders are thus forced to upgrade, merely to obtain a new instrument which can be used.

4. The service received at any one of the Alberton based vodacom shops (which I have visited) is nothing but appalling! The staff are generally unfriendly, unhelpful and don't explain the benefits of any of the products.

4.a) The "Managers" at all of these stores, would march up and down in the store, disappear from the store (and return with food and drinks for themselves), whilst customers cue up to be served. Not in any of the stores (Newmarket Mall, The technical store in this centre, or Alberton City) has the manager ever enquired whether they could assist me or any other waiting customer.

4.b) The staff appear disinterested, unfriendly and annoyed when you pose questions to them.

4.c) The staff do not give proper feedback about queries/problems that are raised.

5. We visited the New Market vodacom shop last week to upgrade 2 contracts in order to receive 2 new phones. The sales clerk indicated that the Samsung Z2 product would be better than the Samsung Galaxy J1. I took his advice!

5.a) I loaded my sim card and Memory card into one of the new phones and started downloading apps. After spending a huge amount of time, I found that the phone held its battery charge for only up to 12 hours.

5.b) I attempted to load a second sim card into the other phone, but found that the card was to big and had to be replaced with a micro sim. Off to the vodacom shop again, the sales clerk then told me that she could not do the sim swap without a letter from my business. I refused to go back to the office to do this, as, the clerk who handled the upgrade should have enquired about the sim card and should have advised me that the sim had to be swopped. (He saw the phone I was using!)
I insisted that the sales clerk retrieved my upgrade letter, so that I could inscribe on that, that a sim swap was necessary.
This phone, which is mainly unused, used up the full battery power in less than 24 hours.

6. After 6 days, I had to find time to go back to the shop to advise that I was not happy with the product.

I was summarily sent to the Technical shop in the same centre, where I had to wait 35 minutes before attendance.

I had to hand both phones in for checking and in the process lost all the information that I had stored on it because I was told they could do nothing about stored information.

7. I received an sms the next morning, indicating that one phone was ready for collection. I could only go back the next afternoon.

After once again waiting in a cue for 40 minutes, (Only one sales clerk in attendance and the manager sitting at the sales desk, doing absolutely nothing at all). (A second sales clerk showed up about 25 mins after entering the shop.)

Only to be told that both phones were still in the process of being repaired. (I received 3 sms's subsecuently confirming this.) I was told upon request what the repair was about, that the motherboards (or something to that effect) had to be replaced on both phones.

How is this possible? 2 new phones and the heart of the phones have to be replaced? What kind of product are vodacom selling?

Why are Samsung bringing inferior products to the market?

7. In the meantime, my 18 month old Blackberry is playing all kinds of tricks to the effect that I cannot make any call without having to redial the receiver at least 2 to 3 times.

Is this a product fault or is this a vodacom signal interruption. Is this indeed why vodacom are giving free minutes for dropped calls.

Your free minutes does not make good for the inconvenience that we are being put though!

To summarise, the service from vodacom is shocking. Service from various manufacturer's phones is unacceptable. The fees South Afican's have to pay to vodacom for services is unacceptable.

Not only are we paying far too much for airtime, we are also paying too much for data.

Now we are paying contract fees for new telephones that are not working!

How long must we wait to get proper equipment, and how are we going to be reimbursed for not having equipment for which we are being billed?

Danie Rossouw [protected]

Ek het verskeie kontrakte by vodacom. Hul sisteem is geupdate en my rekening nommers het verander. Dit vat vir vodacom meer as n maand en n half om hierdie probleem op te los. Al my betalings is gemaak en die bewyse is ook deur gestuur. Hulle het my lyne afgesit, dit na ek al die bewyse deur gestuur het. Vodacom het self die rekening nommers verander, my vraag, hoe de duiwel kan hulle nie die betaling opspoor en link met die nuwe rekening nommer nie. Ek het 3 mails na hulle account department gestuur. Ek wag nou nog vir n reply. Ek moet elke dag van die plaas af inry om hierdie probleem uit te sorteer, om net daar te kom en vir my te se jammer mevrou ons wag vir hoofkantoor. Lyk my vodacom sit met n trop onnosel mense, jy word van die een deur gesit na die ander een, en nie een kan help nie. Seker geen training ontvang nie sit soos suurstofdiewe daar.

Vodacom werk asb aan julle swak diens! julle kan my gerus credit vir julle nalaatigheid. Nou nog is die rekening n probleem. Kry mense wat die werk kan doen of maak julle plek toe. Julle complaints lyk beroerd.

Let ook wel dat ek al 4 my kontrakte by julle gaan stop, ek sal gaan na n provider wat n diens kan lewer en nie my lyne suspend wat reeds betaal is nie.

This is such a crap company I am livid...keep debiting my account on the wrong dates after I have told them to change it several times. Now has affected my credit rating... Missed my flight on Friday because they suspended my line and all I get is Sorry for the inconvenience. I just need my contract terminated with immediate effect and I'm not paying no penalty fee after all the financial implementations you have caused me. I'm tired. And your incompetent call centre agents who keep a person holding for hours. Call me and cancel my contract please. I've had it! [protected] I regret migrating :(

I cancelled my contract mid April 2016, and paid the early cancellation fee, of which I both faxed and email confirmation as requested by Vodacom.
Vodacom then went on to further deduct my contract at the end of April, May, June and July.
I finally (after many, many, many calls) managed to get them to agree to refund me. I was advised on 5 August that it would take 14 to 21 days to be refunded...I am still waiting ( 21/09/2016). No one responds to my many emails at the retention / cancellations which is were I have now been directed to deal.
If I don't pay Vodacom I would be handed over and black listed, yet they can unlawfully deduct money from my account.
I would never recommend Vodacom, any deal they may offer is not worth the headache of trying to deal with them.

SHOCKING SHOCKING SHOCKING

I phoned vodacom customer care at the begging of August to cancel a contract that is suppose to end at the end of August and an incompetent agent told me i could not i must wait for the last payment to go off . And only then i can to my surprise i still owe another month for the contract.

Inc000004903718
Inc000004861406

My phone was stolen more than a week ago. The vodacom shop is unable to do a sim swap because of technical issues on vodacom's side. I sleep in my office to run my business through emails. A simple thing came to disaster. Vodacom clearly made a contract break. Is there anything they can do to get my number online [protected]...?