Vodacom
Reviews and Complaints

on 13April 2016 I received am email from the Vodashop Hatfield offering me a data upgrade.
I responded and went to the store on 17/04/2016 to purchase this deal.
I asked the lady that the package should have the Night Owl, she affirmed that there is a night owl.
Until now I have no Night Owl. The number in question is: [protected]
My main complaint is that I was issued with a K4203H 21MBPS Dongle instead of a Wi Fi Router as offered.
I took this matter up with the store and was told that I had signed the documents.
I agree that the documents were signed, but who in the world reads all the documents before signing.
This is not a matter of signage but of the offer that was put on the table.
I would appreciate it if this matter can be investigated.

Good day

This morning I went and purchased a 5gb data bundle from the app. I did not receive the extra 5gb as I have for the past 2 months and actually emailed querying it. At around 07h15, I made a call into the Vodacom centre where I spoke to an Aserah, who confirmed that the promotion had ended last month on the 20th.

I stated to her that the application does not say that and in fact still states when making the purchase of the app that the purchase being made "includes 5GB". I stated that should it have ended, that it should not be saying that on the app itself that 5gb is still included. The reply I received back from Aserah is that should that be the case, then I will need to go into a Vodacom store to let the consultants at the store see it.

I then asked for an email address because I do not feel that I should have to make my way to a store just to show that I am not wrong. I do have a screenshot of the app where it states, "includes 5GB". Aserah advised me that there is no email address to which I can send an email to. At this point, I became upset, telling Aserah that I am not upset with her, however I find it impossible that a call centre does not have an email address. She asked me to hold yet again, put me on mute for the second time and came back with the email address to which I am sending this complaint to now.

Firstly, I need this issue resolved. Please refer to attached screenshot and advise me as to how it still states exactly the same thing it used to when I used to purchase the data with extra data for free for 7 days. My biggest problem with all of this is that if the promotion was not on anymore, then I would have actually purchased the 10GB instead of the 5GB and would not have to now go and spend an extra R300 - R400 because I do use a considerable amount of data every month. I do not want to receive a reply from you stating that it always stated that before as we all know that would be a lie, so please do me the favour of at least being honest in how you reply to me.

Secondly, how is it that your consultants and their team leaders (namely, a Zakhele Dube) are so misinformed that they need to put customers on mute, revert back to them sending them to so as to 'pass' on the problem and then advise customers that there is no email address as to where a customer can lay a complaint or send a query?!

I have been a team leader and never have I advised any consultant to 'pass on the buck'. What happened to first call resolution? Should that not be possible, why are your consultants just sending customers to stores to fix problems that can only be rectified by your IT department? Furthermore, why are your consultants so misinformed that they need to put a customer on mute in order to get information that they should know about in the first place?! Finally, does your IT department, do your Web designers and app controllers not have the time to update information on their app, or is it a purposeful and strategic move in order to make money off of your customers?

I need this to be sorted out. Attached, please find said screenshot as mentioned above. I actually went back to the Application itself to check if I was in the wrong and guess what?! I wasn't. It clearly states that the purchase includes 5GBs above the 5GBs to purchase. I find that having evidence usually assists in proving that a customer actually is right.
Please revert back to me with feedback soonest.

cmc.[protected]@gmail.com

On the 10th Feb. 2016 I received my statement from Vodacom with an incredible high amount billed to me. The amount came to R 7586.49 My cell phone bill every month is normally around R1200 a month. I was clearly very shocked at receiving such a high bill, and immediately contacted Vodacom as well as sent them an e-mail. This was on the 10th Feb 2016. I gave them my contact details, physical address and I.D. I was told that they would investigate my query and dispute on the high amount that was billed to me. By the 3rd March 2016 I still have not heard from them, but since my first e-mail to them on the 10th Feb I have contacted them again telephonically and I was told that the matter is still under investigation. So sent another e-mail correspondence and each time explaining the query. But no such luck. I again made telephone contact on the 29th March 2016 as well as sent yet another e-mail on the 29th March 2016 wanting to know what is happening to my query with regards to my dispute. Take in consideration that on the 29th Feb 2016 Vodacom has already deducted the full amount of R 7586.49 despite me querying the amount before the debit order went off. I then got a telephone call on the 1st April 2016 from one of their call centre staff saying that someone will contact me and explain to me what is happening with my account. Well guess what?!? Nobody called. So I again called them telephonically on the 4th April, as well as sent ANOTHER e-mail to them stating that I am still waiting on someone to phone with an explanation. I then got a response e-mail from them telling me that my e-mail reached them outside of business hours, hence not making telephonic contact with me. Then FINALLY on the 6th April 2016 (by then it was already 2 months since I first logged my query and dispute) I received an e-mail saying that after thorough investigation that they confirm that it was data charges that made my bill so sky high for the month of Feb 2016 debit order. All they did was highlight a few dates and times but that's it. They couldn't give me any more detail as what and where. The only reason they got back to me two months later is because I threatened to report them. Needless to say they offered me a a Goodwill gesture and discount as they put it for the data charged. In the e-mail I was asked if I will accept the amount of
R 5399.30 to be credited back to me. I accepted and I received another e-mail from Vodacom on the 6th April 2016 stating that they confirm that I am the account holder and confirmed the amount of R 5399.30 again. Guess what I waited for the money to be credited back to me as it was now confirmed with me via telephone conversation as well as e-mail confirmation. By the 25th April 2016 I sent ANOTHER e-mail querying when the money is going to be transferred to my account? I was then told that the amount was credited against my cell phone contract. I mean really now? What the hell. Then I discovered I never even received a statement and bill for my cell phone at the end of April. So what did Vodacom do? They politely deducted my end of April amount that is suppose to go off as an debit order and never even notified me. But it gets WAY even better than this. When I contacted them again and found out that they credited my cell phone contract and not into my back account, I was told on the 25th April to send through my bank statement to prove that the amount of R 7586.49 was actually deducted off of my account. Oh my word I was now ready to explode! BUT I did it anyway. By the 28th April 2016 I still have gotten no feed back from them and sent another e-mail to Yusuf at Vodacom (the person that advised me on the 6th April that an amount of R 5399.30 will be credited back to me). On the 3rd May 2016 I sent another e-mail requesting the money to be transferred into my account and no response yet. Today 18th May 2016 I made another phone call to Vodacom and after being cut of twice and being put through to different people, I was told that my I.D. number does not correlate with my account. I mean really, what the hell more? To date its been THREE very long months for me, trying to get this money back from Vodacom. Never was any of my contact details or my I.D. an issue when each time I contacted them over the last three months and confirmed my details. Now today I am told...sorry this is not your account. I now had to contact head office and I had to send another e-mail to them and send through my I.D. number, as well as had to go to Vodacom store in Bay Side, Cape Town to fill in a form to prove that I am the account holder. I just cant anymore. Its like extracting teeth or having a root canal. I am not leaving the matter here. I have been so patient. To date I have sent 28 e-mail correspondences to Vodacom, not to mention the endless phone calls.

I have had 3 running contracts through Vodacom for more than 3 years now, the main line is an open contract after my monthly data depletes.

I have maintained my 3 accounts every month to not be more than R1000.00 for all 3 of them together.

However i checked my balance in the middle of April to make sure that there is money in my account for the debit order to go off on the 1st of May.

When the automated voice read my balance it stated that i owe vodacom R3000.00?

I have been on the phone every day for vodacom to contact me with regards to this but all efforts were made in vain.
Vodacom states that i need to bay the arrears amount of R 3000.00 otherwise they will be blocking my line.

They say i used my Data finished, did not recharge with another data bundle so i was charged for out of bundle rates!

I think all vodacom customers are being unfairly charged with their vodacom accounts and its pathetic.

I have lodged service requests with the accounts department to sort this out and no one has gotten back to me! i have wasted petrol money driving back and forth not to mention bank charges for the vodacom debit order that bounced!

I have had a vodacom account for years but have never experienced such poor customer service before. They have not gotten back to me at all but threaten to block my line to an arrears account?

I have been a contract customer of Vodacom for many many years; I have been content with the service until 16 April 2016.

I received a sms stating that the sim swop I ordered was being processed, this was shock to me as I never ordered a sim swop. And how could a sim swop be done without my personal details?, THIS IS FRAUD

I contacted the call centre and advised that I didn’t order the sim swop, this was then cancelled, but up until now my phone has been out of order, I have made numerous calls to the call centre and every agent I speak to gives me a different reason. I have been to the Pavilion store and the Westwood store and was told that they cannot assist; I have to contact the call centre. Then the call centre says that I need to go to a Vodacom store.

This is utterly frustrating; I have paid Vodacom for a whole month for service that was not rendered to me..
I need IMMEDIATE attention to this matter

You cannot call me as my phone does not work, please reply to this email with a resolution by the end of business TODAY

nelleni.[protected]@gmail.com

lets start of by stating that this was a late payment to Vodacom from my side..
...
i owed Vodacom R337.20 ...
on Saturday (07/05/2016 @ 19:07:36) i mad payment of R340 (R200 cash and R140 on my card)
i was told by the cashier it will be activated in 2 hours or so, but being Saturday evening i gave it till Sunday.
this is a list of events directly from my cell's history after trying to hold of Vodacom Acc: 0821946 and Vodacom Customer Care 082111

Vodacom Acc. - 0821946
date - time - duration
08/05/2016 - 16:31 - 3 mins 2 secs
09/05/2016 - 17:30 - 45 secs
- 17:31 - 01 min 34 secs
12/05/2016 - 11:11 - 10 secs
- 11:11 - 15 mins 47 secs
- 11:27 - 13 mins 08 secs
13/05/2016 - 15:54 - 53 secs
- 15:55 - 15 mins 45 secs
- 16:11 - 01 min 27 secs
- 16:13 - 01 hr 01 min 3 secs
14/05/2016 - 09:50 - 21 mins 2 secs

Total time spend on this number 134 mins 36 secs = 2 hrs 14 mins 36 secs

From the Vodacom Customer Care: 082111
12/05/2016 - 10:04 - 04 mins 50 secs
- 10:09 - 57 mins 23 secs
13/05/2016 - 17:15 - 16 secs
- 17:21 - 16 mins 59 secs
14/05/2016 - 10:12 - 10 mins 18 secs

Total time spend on this number 89 mins 46 secs = 1 hr 29 mins 46 secs

i spend in total 3 hrs 44 mins 22 secs on the phone begging for someone to open my line for me. at one stage i waited for an hour on the line only to be told that they are off line.
i was also told that after a week after i made payment they could not see my payment.
after talking to lady in subscriber collection i was also told that this would not have happened if i made my payment on time. that was just the cherry on top.
so after i spoke to Olva on Saturday morning and she directed me to the right channel, only then was my problem sorted.
I want to know,
1. why does it take them a week to see my payment on there system
2. why after paying do i still have to 8 days for my dongle to be connected
3. i want the manager of that dept subscriber collections to apologize to me for telling that i have pay on time otherwise all this was not necessary.
(will take a hiding if i should have waited for 2 days yes, but not 8 days)
4. i want to know how are they going to compensate me for this lost of data ( data lost from 07/05/2016 till 14/05/2016) i paid for that and time wasted on the phone trying to get my emails up and running.

i also would like to add that my wife lost a possible job opportunity to work abroad due to me not having the use of the internet from laptop.

i'll await a speedily reply

i hope that something will come from this

I took a tablet to the Vodacom Shop Tygervalley on Tuesday 10 May for repairs. It would not switch on. The job number is [protected]. The service manager assisted me. I gave him the tablet with the sim card still inserted. He opened the cover to check. After checking the tablet he took the box to make a photo copy and then returned the box to me, together with a receipt. On returning to the shop to collect a replacement tablet, I was given a supposedly new tablet, but the original sim card was missing. The service manager maintains that he gave me the sim card when I brought the faulty tablet in and that I had taken it out myself. He made both claims. Neither version is remotely true. I insisted that he had not given me the sim card, but he stuck to his “two” stories and said that they did not have it. He was blatantly disinterested in my problem and told me that I would have to pay for a sim swap, which I eventually did because I had no choice. This is by far the worst service that I have ever received from any service provider of any type. The service manager was implying that I was lying and his demeanour was such that he should not be allowed in any circumstances to deal with clients. He did not give me the original sim card. I did not take it out of the tablet myself. It is not in the original box that was returned to me. I do not have it. It was “lost” by Vodacom.

If this situation cannot be resolved in an acceptable manner, I will not be renewing any of my Vodacom contracts and I most certainly will not consider any Vodacom products in the future. I am totally disgusted by this experience and it has taken me a while to calm down.

Regards

Gary Cape
[protected]

We have written to Vodacom with a lawyers letter attached to the Vodacom whereby my mother who is 77 yrs was charged for additionally to her airtime for services she has signed up for one being even a p site. My mother has paid her usual contract fee monthly religiously. However Vodacom has said they will sort this out for the past 3 months and nothing has been done, just a load of lip service.
Her number is [protected]. This is the thanks loyal customers get which is disgusting. Every time we forward the lawyers letter as requested .
My question is my mother has a contract with Vodacom so how can Vodacom allow others providers to bill via Vodacom and then pass the charges onto the client. There is nothing signed on paper, the only paper work, legal paper work is with Vodacom.
At 77 yrs old my mother must go through this nonsense. Its appalling and disgusting service from Vodacom and all their departments concerned in this matter.
She was told to pay her monthly subscription with Vodacom and the extra charges will be cleared, to date nothing has happened 3 months later.
She was away out the country in January when all the charges came through and did not use her phone overseas and only connected to a private wifi. I was with her she even notified Vodacom she was out the country and no calls to be put through and that was all set.
Please will somebody come back to me so I can for the 100th time send the letter from the lawyers pertaining to this matter and in the interim turn on her phone. My email address is janine.[protected]@mweb.co.za and contact number is either [protected] or mine on [protected].

I am incredibly disappointed with Vodacom as she has just renewed her contract for a further 2 yrs and this is the service one gets especially at her age.

I cannot believe all the false marketing that gets done about best customer service etc. (obviously must be for the select few only)

on the 20/01/2016 i added a second contract on my already existing vodacom account, it was with Elite mobile (undewrittten by vodacom)which was done over the phone and on the same day i got a sms confirmation from vodacom saying that a vetting application has been registerd against my account .The mobile devise was delivered at my work office on the 25/01/2016 and it was a vodafone tablet after observing the devise i decided that i dont like it and i phoned elite mobile to tell them that i want return the devise back because i dont like it and that they should cancel the contract and they advised me that they will cancel the contract as soon as the devise has been returned back to them, the devise was picked up at my work place on the 01/02/2015, and i phoned Elite mobile the next day and they confirmed that devise was indeed reurned to their storehouse and that the contract has been cancelled.

on the same month of February i got a satement from vodacom and i was billed for that devise and i call elite mobile on the 08/02 and they referred me to call vodacom number 082 1945 that's where vodacom explained to me that the contract was cancelled after the bill/invoice was processed for that month of which i understood and vodacom said that they will refund me back with the R99 for the next month and that they wont bill me for that advice again (ref no [protected]). Beginning of March again i got a statement from vodacom and they charged me for that devise AGAIN and i phoned vodacom on the 09/03/2016 again to find out the reason why the keep on billing me for an account which was cancelled and i didnt even have the sim card with me because i returned everything back to them and that i didnt even know the number of the devise which i found out later from vodacom and from my statement that it was [protected], vodacom again promised me that the contact was cancelled and that they will log a query for my account to be refunded and true to their words my account was refunded in April with an amount of R297.00. Onthe 11/04/2016 I called vodacom just to make a follow u regarding my query and they gave me ref no EC-4TL-30R5AA and again the employee who was helping assured me that it was sorted and i will be refunded.(which they did)

on the 12/05/2016 (today )i got a message from vodacom saying that my account was in arrears for R1732.48 and i called vodacom on the same day and they referred me to that cancelled devise number [protected] and told me that the arrears were for a PREMATURE CANCELLATION, vodacom stated that the contact must be cancelled within 7 working days and the devise was returned to vodacom and cancelled within 7 days. I have proof of telephone recordings i made with both vodacom and elite mobile about the cancellation of that contact and in all my communication with them they assured me that the contract was cancelled.Now vodacom claims that the contract was only cancelled on the 27/04/2016?, and that i should pay the R1732.48, the question is why would vodacom refund me for the other months if the contract was only cancelled in april. I wont be held responsible for incompetency caused by vodacom employees, if they didnt cancel the contract on time.What doesn't make sense is that i never even called vodacom on the 27/04/2016 about anything and i didnt even contact them because my understanding was that the whole issue has been resolved as i received my refund from them. i wont pay the R1732.48 FOR A DEVISE I DIDNT EVEN USE OR OWN.Vodacom claims that their telephone lines are recorded and i challenge them to investigate and check because i wont pay that amount as i feel it's unfair and i have gone through the channels i needed to go through and i have the reference numbers which vodacom use to give me when i called.

I have a huge issue with the billing system regarding Vodacom. In February 2016 I contacted the accounts department because I kept getting a messages that the account was in arrears. I spoke to a lady at the call centre who told me I had to pay over R3000 in the middle of the to bring the account up to date and then at the end of Feb I needed to make another payment of R2300. I did all of this so at the end of March I went on my account to see the amount that needed to be paid and saw it was R 2325. I paid this amount then on the 30 April I went online and had amount of R 2235 which I also paid. Then I get a call on the 5th of May 2016 stating that my account is in arrears of R1948 and that has been the case as from March. Once again I phone the call center and speak to a man who was sighing the whole time I was talking to him because he apparently did not want to deal with my query. Eventually after a back and forth with the man it came to be that Im being charged nearly and extra R1000 for content services. when I asked what it was for excately he told me its WASPA serevices and I need to contact them if I never subscribed and ask them to prove when I subscibed because I say I didnt and that I want a full refund. I then phoned the number Vodacom gave and was told I need to send a email. I did this on the 9th of May. I received feed back on the 12th of May stating Thank you for contacting WASPA (Wireless Application Service Providers' Association). The Wireless Application Service Providers' Association is an industry body representing various WASPs who provide content services over the cellular networks (ring-tones, wallpapers, competition, bulk-sms etc). We do not provide any services ourselves.

As WASPA does not have access to cell phone accounts, please request the identity of the service/WASP/company that is debiting your account from your service provider (if its unknown to you), so that WASPA can lodge an unsubscribe/complaint request on your behalf.

Now because of this I once again have to phone vodacom to request the information which will take forever and in the mean time Im being charged exorbitant amounts for something I never requested or use.

Please assist because I will take this matter if it is not resolved.

Regards
Hardy Tigar
[protected]

On April the 12th Ive upgraded at Vodacom to a Apple 6s plus and I was told I have one year watranty and one year insurance on my phone. On May the 7th my phone accidently felt out of my pocket and I drove over it in our driveway. When I came to repair shop they didnt had my phone on their sistem and said I have a 128 Gig phone where I actually had a 64Gig. They also said that I don't have insurance on it. So I went back to the shop were I have upgraded, only to find out they didnt sent my upgrade through. While I was sitting there they have sent it through and now I have to either take out a new contract or buy a phone were I could have got a new one from the insurance! This is unacceptable.

I have a 3G data contract, for which I pay R148, 24 per month. However, this month I received an account for R4226.02 and when I enquired about this, Vodacom said it went out of bundle!

This is really not acceptable. I have 5 Vodacom contracts, all with fixed contracts, and none has every gone over the contracted amount.

The fact that it went out of bundle was previously and explicitly discussed with Vodacom to NOT be allowed. Hence, I will not be held responsible for this out of bundle payment. I will pay my contractual amount and however allowed out of bundle should pick up the tab!

After 6 complaints on Hellopeter regarding Vodacoms service delivery. Its been 3 weeks and i still do not have my phone. I was lied to by Vodacom Onlines consultant as they first promised delivery of my contract within 3 days.Then they promised to keep the phone aside for delivery on 3rd May as i was not available for two weeks but due to the delayed delivery being their fault. And now they say there is no stock of the phone they supposedly kept aside for me. The Vodacom consultant i spoke to said they will investigate and call me back but i am still waiting. I have spoken to numerous consultants (Lindo, Maahir, Amra) who promise to escalate and investigate and call me back but nobody does. There has been no resolution or proper explanation as to why there promises were not kept. I was made to wait for 3 weeks and tried to get hold of relevant people who can assist but to no avail. Today i spoke to Carmen who then said the colour choice of phone i wanted is discontinued. So again why hasn't anyone informed me. Instead all i received was an SMS saying i am on backorder. I am left in the dark as to when i will receive the phone. I suppose it will be delivered on Vodacoms terms. Is this what vodacom prides itself in? Why on earth should i consider changing to Vodacom when they clearly dont value my business or honour their word.

Last year in December 2015 I visited the Bayside Vodacom shop and requested to transfer a contract from one company to a trust. I left the company and wanted to keep the number and there used my trust as the new entity. The contract was on a month to month basis as the 24 month period has expired.

I submitted all the documents that was requested and saw how the documents was scan onto the vodacom system. nothing happened in December. I visited the store in middle January. Again I saw the documents on their system but nothing has been done with the transfer. I was assured that they will attend to the transfer. I have send numerous emails to the Bayside shop. To today 6 May 2016 the matter is still not been attended too and the transfer has not taken place.

Firstly I would like to express my complete disappointment with your company Vodacom especially the vodashop at Westgate mall. As I type this email I am very upset with the lack of customer service I received from you.

I booked my phone in for repairs on the 12/01/2016 and was assisted by a lady named Louise Theron (Job number [protected]) and I waited for almost three months and never got any form of correspondence on the progress of the phone. I eventually visited the shop on 08/04/2016 where they told me that they could not find my phone. I then insisted that they go look again as I found it very difficult to believe that my phone was not back after waiting for almost three months. After searching for it the second time one of the employees came back with the phone and gave it to me. To my utmost disbelief my phone was not fixed, and they told me that it was rejected because I did not respond to the quotation. I have no clue what this means and neither did the employee who was assisting me.

We then phoned the guy who deals with the repairs at Cresta mall and he said its because I did not accept the quotation. My phone is insured and I have never skipped any payments for both the phone and insurance yet I was asked to "accept" the quotation. When I was there the first time I did complete the insurance claim form but he said the lady assisted me FORGOT to attach it to the job card. I was then asked to start the process for scratch which was very unprofessional in my book. Ever since I came there no one has said anything about the progress of the phone again. I have sent numerous emails to you customer care department which to this day have sent me ZERO responses, which makes me wonder why you even have that department because you do not care about customers!

I am going to report this to the consumer advocate as well as Hello Peter as it seems that is the only way I will ever get my phone back. Not only have I not used my phone in four months but I have also finished paying my contract with you.

I live in Wolmaransstad, a small outlying town in the middle of nowhere in NW. Well since things are this dead around here, I always approach services with patience. So then my phone's screen cracked due to an accidental drop - a Samsung Gakaxy S6 Edge. Luckily, I had already registered my phone with ADH, Samsung's free phone repair affiliate. So off I went to my local Execu-Cell Vodacom branch, where I firstly upgraded on another contract so that I wouldn't be left stranded when it came to my social life - that, on it's own, took longer than a month to get here (By patient I meant 3 weeks). So in goes the phone - I specifically let the consultant know about my ADH cover, and even specifically asked him to note it somehow along with the phone.

Now, 6 weeks later, I am still without my phone. These are all the excuses I've had to endure:
• Sorry, Samsung's screens are out of stock so there's a delay (week 2)
• Sorry, the phone was fixed but on it's way back, one of our technicians noticed that the screen was lifting off, which would lead to another crack (week 3)
• Sorry, because of all the public holidays, couriers have been quite slow. But it has indeed been sent to my shop. It will definitely be here next week. (Week 4)
• There has been a mixup. Your phone had to be fixed by ADH, but Vodacom fixed it instead. When they sent a quote for the repairal, I let them know that you were covered by ADH so you couldn't be charged. They then let me know that it would (somehow) have to be reversed. (Week 6)

I am extremely disappointed in this level of service, since I don't know what to believe anymore. What's even worse is that the excuse from week 6 could have been avoided, had the consultant done as I requested.

Vodacom, I will most definitely not be renewing my contract with such unreliable service.

I write this e-mail with such disappointment with the claims department. I made a claim on the 29th of April regarding my stolen phone, the consultant told me that my claim has been taken to management and that I will be contacted within 24 hours. Today is the 5th of May and still no response from them. I've been trying to contact the department but my calls are not going through. I am utterly annoyed. My life is at a standstill right now because I am without a phone, one which I have been paying insurance for.

Regards
Nobantu

Vodacom data bundles complain:
I bought 1gb data bundles on the 29nth of april 2016. Few hours later the data bundle disappeared. I have logged several calls and I was promised that data will be loaded back into my account within minutes. 4 days later I am on my 2nd service request with more promises to rectify the mistake. Daiyaan adams is the customer care consultant who investigated my case first time around and found that the error was on their side. I have proof of smses saying that I will get my data within minutes and just now after a call with a consultant I am told to wait for 21 days. Whyyyyyyyyyy #angry

My number is [protected]

My phone was stolen while on holiday only 2 months after activating a contract with Vodacom. When I called to block and ask what Vodacom could offer as assistance for this, I was told to just keep paying the R600 contract on a phone I don't even have the benefit of anymore.
I find this not only selfish but also unethical.
I have a police case nr as the break in was reported the very next morning we realised we had been burgled. I expected that Vodacom at least eithet suspend the contract or offer an alternative as a cheaper phone or cancellation of the contract.

My phone was an iphone 6-s plus which was stolen from me while I was sleeping in a holiday home. the case was reported to the police the very next morning. I would like Vodacom to at least offer some kind of customer service that for a change benefits the customer and not just the coffers of Vodacom.

I bought a phone at Eyethu mall last year 19 December 2015 and the following year on the 1st February 2016 a started to freeze then when I started to identify the phone had freezed then I reported the matter to the store but supervisor was so rude then they took my phone saying they will submitted at the repair store, then I ran after store to fix my phone for almost
2 months then after a week I started to demanding to see a Manager only to realized then phoned haven't gone for a repair so .when I asked why I was told that someone didn't do her job there because it was said it was physical damage, that person will pay half and I'll pay half, I did pay the full amount I was requested to, but the phone was still laying in the store. I then ask my mother to intervene but when I entered the shop with her the staff there including the lady who was know to me as Shwelezile the store manager, my mother was so disgusted they offered her a cold drink as said sorry.after a while I went there with my brother he asked to speak to the store manager, it was said she is not there he spoke to her over the, he asked to provided with the area managers number they said that Shwelezile is the store manager as well as the area manager, which sounded strange, when my brother as her to whom does she answer she said to the owner of the shop, he then asked to be provided with the contract methods or number she refused. I felt the service at that store was shocking to say the least ..it was as if they where trying to hide something .I was not even given even the slip that I payed for my phone to be fixed, I will like your agent intervention in this matter.