Vodacom
Reviews and Complaints

I bought my iPhone 6 into Vodacom's offices at Eastgate in January 2016 after it had been accidentally dropped and got severely damaged. The damage was to the body and the screen. We were quote an excess amount of R900 for the repair of the screen. Within a week to 2 weeks from receiving the phone back, we noticed the screen started lifting of the casing of the phone. Unfortunately due to circumstances we were not able to bring the phone back immediately and it was still usable. I brought the phone back to the repairs centre within the 90 days warrantee period. 2 weeks later I am now being told that the phone is bent and I must pay for the replacement. I feel this is grossly unfair that Vodacom expects me to pay for a replacement after I already paid an excess amount and they had failed to fix this phone correctly. I have been told by management and staff at the advance repair centre that we have bent the phone and they would not have been able to repair it if it was bent originally. If I had bent the phone as they made it out, the entire screen of this phone would be damaged again. It is not possible to bend the frame of an iPhone underneath the screen without damaging the screen. As a matter of fact, when we handed the phone in January, it was more bent than when we received it back. We even commented that they must have bent the frame straight to fit the screen.
This makes sense to us as to why the screen has lifted, we also noticed the microphone was not working correctly as well as that one of the lenses were making a halo effect around images. All of this an indication that there was still a problem. Yet the blame is being passed onto us and we have not damaged this phone again.

I find myself very frustrated and angry, never able to speak to the actually manager of the branch (only messages through his staff) and getting absolute attitude from the lady (at the same branch) dealing with my case. Names can be provided.

I have been informed that my case has been handed over to insurance and in the same breath been told that insurance will not cover this claim as we have claimed on this phone 3 months ago. Why then send me on a wild goose chase if they know this.

We have more than 10 contracts with Vodacom on a business level as well as private and will now be forced to change service providers due to their lack of ethical practice and poor service.

Late last year I noticed that my phone wasn't receiving or making calls as it showed a no network sign, I phoned Vodacom Customer care to find out what is happening, a lady that I spoke to (Lindsay) told me that my line was deleted from the network (Vodacom) cause I failed to respond to their calls, I explained to her that I was busy at work that is why I failed to answer my phone, I had made arrangements to make the payment of which I did pay, soon after payment that is where I realised that my phone wasn't working, I called and was told that my line was deleted and that in order for my line to be reinstated I need to pay and buy a new sim card, it was just a long story, then she gave me an option that it is either that or I cancel my contract all together then she told me that I need to pay an amount of R2200.00 which was the remaining amount owed on my contract, but because I had already paid R400.00 she said I need to pay R1600.00 in order for my contract to be cancelled completely, I agreed to cancel the contract and told her that I will be able to pay an amount of R200.00 per month to cover that R1600.00, on Monday 25th April 2016 I made a call to find out about my account and I spoke to Dorcas who told me that my account was on a R75.00 credit, then I asked her how am I going to get that money due to me, then she changed the whole story telling me that I still need to pay for the rest of my contract (R200.00) till next year March 2017, I said my contract was supposed to end this year Before August as I was due for an upgrade then...

I need assistance cause I said to Dorcas I spoke to Lindsay about the cancellation of my contract and demanded that they listen to the recording of our conversation, she then told me an impossible solution involving getting court orders and procedures to be followed in order for me to get the recording another long story, I then told her I needed to speak to her manager and she told me to hold the line which took forever she came back again telling me that her manager will talk to me shortly which never happened, then I told her that she must call the manager again, she told me to hold for a long time until I hanged up cause no one was getting back to me

I started receiving phone calls from Vodacom saying my account is in arrears. On investigation it came to light that I used additional data on my account which was very strange as I have a voluntary limit on my contract to protect me against over spending on my account. The date of the data exceeding my voluntary limit was in January. I did however phone in in January to increase my limit slightly due to my son being born and I did not want to sit without a phone should we have an emergency. I asked the customer service agent to only allow for increase in my limit for the month of January which he confirmed was the case and said nothing else. I contacted the customer service centre after being notified of the arrears amount which told me that I removed the limit all together and not just increased the limit. The first call I made to enquire this was on the 6 April 2016 @ 10.31am and the consultant was Lindiwe Ncosana with ref [protected]. She told me that the would listen to the call in question and should it be found that Vodacom agent was wrong that they would reverse the charges. She also notified me that her supervisor would get back to within 48hours which never happened. I then phoned back on the 12 April 2016 to enquire about the query I had and why the supervisor did not return my call and still receiving an automated call from Vodacom to settle my account. The adviser I spoke to was Gabriel Phuthego which instructed me that the previous advisor (Lindiwe Ncosana) was supposed to load a service request and supply me with an SR number. Gabriel then went ahead and loaded a service request and supplied me with the following SR number (S3-GSW27-7LD20). I then received a SMS from Vodacom on the 13 April with a new SR number A7-D406-UR1Y3 and was notified that I would be contacted in 2 days. On the same day I received another SMS from Vodacom they received the query and they will contact me within 14 days once the audit has been completed. I then contacted Vodacom on the 14 April to find out what the progress was and spoke to Dorcas Mawabile from the collections department which could not assist me due to being off line. The call was made 2.10pm on the 14 April and the duration was 7min 42sec and could apparently be traced back. She could not supply me with a reference number for the call. After no feedback I phoned Vodacom again on 20 April 2016 at 9.30am to find out what was going on and spoke to Fanele Bothelesi which instructed me that the case is still pending and that the would get back to me before 5May 2016. After my last call I have not received any feedback as yet but was surprised to find that Vodacom suspended both my lines on 26 April 2016 without even giving me feedback on the query. I contacted the collections department at 4.50pm and after explaining to the person what was going on he notified me that he will remove the suspension of both my lines immediately and will take 1 hour to take effect. Again I was surprised to find that this was not done. I have done my part from the beginning to resolve the issue with Vodacom as I feel that the consultant the removed instead of increasing my limit was in the wrong and that I should not have to pay for their mistakes. I have requested to listen to the call or get a copy of that call which still has not happened even after requesting it numerous times. The one consultant told me that I would only be able to listen to the call once the matter has gone to court and not before. I have never said that I will not pay the money if it was found that I was indeed wrong, but requested proof of it though. Vodacom is now holding me ransom and will not remove the suspension on my lines until my account is up to date. I feel the is unethical as they made the mistake in my opinion and instead of owning up to it is trying to get the money from me.

On 31 March 2016 confirmation was sent by Vodacom, that Full payment has been received and that suspended service would be reinstated. Which it was, only to receive another SMS a couple of days later informing my son that there is an additional fee of R280-32 that was not paid. My serious gripe with Vodacom is, when we phoned to speak to the consultant and was quoted the exact outstanding amount, absolutely nothing was mentioned about this R280-32. And then to promptly suspend his service a few days later for this bogus outstanding amount is criminal. He was not in the wrong and paid the amount quoted by the consultant in order to reinstate his service.
This is a mistake made by Vodacom, now the customer must suffer for it? And no reason/apology was given. The fact that this was not quoted outright, makes me wonder what this cost is for? I strongly feel that this should be taken off his account, as he paid what Vodacom told him to pay!

The contract was a VODACOM contract with Autopage - migrated 17/3/2016 to Vodacom
Since Middle January 2015 I cannot send SMS [I can make calls, receive calls & receive SMS's] See attached - if I can - the route I have travelled to get support - all in vain. What was done by Autopage:
Phone switched off & on - failure; Check Centre number setting - Correct; try on other phone - no success; Replace SIM card - no success
Migration - all was repeated over and over again first at Cradlestone mall - very kind and competent assistance and then I was sent to Cresta customer centre on Friday 20/4/2016. Again everything was checked, I was sent to technical support Frans - could not assist back to floor support. Trainee check everything again then logged a query. I was called on Saturday with code #330*1111# - did not work. I went back to Cresta this morning, waited 45 min for Frans to finish doing nothing, to find out he cannot assist and I was advised to go to EASTRAND customer Centre.
Could you maybe assist?

I have moved to another country and have not used Vodacom since about 10 January 2016. I have asked Vodacom to provide me with figures to cancel my contract. Vodacom provided me with different figures with different end dates. The quotes do not tally up. I then asked Vodacom for a copy of my contract with them so that I can verify the end date of the contract for myself. Vodacom sent me a copy of a contract dated 14 March 2011 with an extremely old and outdated copy of my ID. As I have not been using Vodacom I asked them to at least limit the monthly amount that I need to pay by removing itemized billing (there is none), etc. This has not been done to date hereof. In the interim I need to pay a monthly bill of about R870 per month for something that I have not used since 10 January 2016. Vodacom urgently need to attend to this query as this is unacceptable.

Autopage offered tablet telephonically. (tablet [protected]) autopage never took money via debit order as requested & did not add contract to my cell phone contract [protected]. was added to a old problem contract I was paying off every month & blocked the sim -suspected fraud- [protected]- 2years over- cancelled contract. now I can't use my tablet (2015 contract) because autopage made a mistake. I paid [protected] via eft in full. autopage has closed down and now one can help me. [protected]- autopage want full contract money but contract is not even a year old. went to vodacom costomer care midrand 16/04/2016. was told that I will recieve feedback on monday (spoke to Rea) no feedback recieved. been trying to phone. no luck and no help recieved. Login (switchboard) said he will get some one to phone me back. no feedback and doppe's call when I phone. Jennifer Lito also said she will get Rea's manager to phone me. still no feedback received. Kind regards Monica Nothnagel.

Call Ref Num [protected] ... I have a 3GData Card with Vodacom - 2Gig on a 24month contract. According to my contract (and confirmed by the consultant on the call), there is a R300 Cap on my account after the 2gig data limit has been reached. This is to protect myself as well as Vodacom and should you choose to extend, the option is there to take additional data bundles, if you so wish.

As I hardly ever use this card...for months my statement from Vodacom was the rental amount of R117. You can imagine my surprise when I opened my Statement for April to find I owe R11 796.28 and this on a card that I never use (Have uncapped ADSL at home).

When I spoke to Lindiwe, she advised that sometimes they 'Vodacom' don't apply the lock... seriously? How is this my fault and how do they expect me to cover R11 796.28 for data that I didn't even use?!

I did and upgrade and sim swap with vodacom, it has been a month and I have no network so i cannot use my phone or data. I've lost a whole months airtime and data and I am sitting with a phone and data stick that I cannot use. Every time I phone Vodacom or go to my Vodacom branch they have another excuse and the promise to contact me the same day and fix my problem, but they never do. They in actual fact have not logged a single complaint on their system or done a single thing to sort out my problem. they refuse to cancel my contract and want cancellation fees but the devices they gave me have not worked since day one. Their service is absolutely awful!

21.04.16 I took out a new contract from vodacom. Only after I already baught it the sales agent at robertson branch told me that the scullcandy headset that is part of the deal is no longer in the deal.
That's exactly why I took this deal, was for the scullcandy headset that was part of the deal!
The add on their catalog says that you get the headset with buying this specific new contract. A huge poster in the shop says you get the sc headset with. Now I baught this contract, and even on my receipt says the sc headset is with! Now after the purchase im told no sorry they dont give it anymore!
This is misleading and untruthful advertisement! I feel scammed!
I want the scullcandy headset, I payed for it!

I upgrade on the 18th of April 2016 (online) and received my new phone on the 19th and since then the phone has had a problem downloading apps. I called the customers service who tried to troubleshoot and were unsuccessful and I eventually went to a vodashop in Sandton City and was sent from pillar to post and eventually they called it an OBF (out of box fault) and told me since it was done online they couldn't help me. I eventually phoned the upgrades department and they logged it and told me it would be collected and swopped and this morning I called to follow up and they told me someone would call to investigate and it is not yet 48hours. Now why am I sitting with a faulty phone this long and why am I paying so much and yet I have no phone at all? No one has called me since and I urgently need a new phone it is not my problem that they gave me a faulty phone. I have been with them for 10 years plus and this is unacceptable.

Good day,
On thursday 14/04/2016 I decided to change my service provider to mtn. I contacted them and they informed me that I could port my cell number (It is important to me to keep the same number) and they would request porting from vodacom all well, I received my new sim card on the 19/04/2016 and was instructed not to put it in my phone until vodacom had contacted me.
Today 21/04/2016 I received an sms from vodacom with this message... Vodacom received a request to port [protected]-note that you'll loose airtime/bundles. Reply 1 to confirm within 40 minutes (Time message received 3:52 at exactly 4:02 I replied. At 4:16 I then received another sms you have not confirmed your port out request... Thinking that it was because I had no airtime I reloaded r5.00 and sent another confirmation immediately
I then got another sms stating you have not confirmed your port request vodacom has rejected the port... What?
So I phoned [protected] informing them of my problem. I was told that there was nothing they could do as the 40min confirmation time had now expired.
I am a 67year old widow living alone, that has just come out of hospital 2 weeks ago after undergoing a knee replacement I am only mobile on crutches. I cannot believe that I will be required to wait another 48/72 hrs for the porting to take place... Then another 24/48 hours to connect to my new service provider? Where is customer service, what happens if I fall, who can I call? Vodacom you stink all you want is the business

Teresa grobler

All was good until i had to speak to their useless

I changed bank accounts and changed all my debit orders but the person at hr at my work didnt changed it on the system witch lead to my pay going to the wrong account so i called vodacom to stop the debit order and that i will go pay it cash at a counter so i dont have to pay fines

I talked to someone at the call centre and told them the story and they said its done and the debit order will go off next month

A few hours later i got a sms phone about my new bank account from fnb of a vodacom debit order

A few minutes later it bounced and i was minus in my new bank account was in the minus so i went to vodacom to pay them in cash where they told me i had to pay a fine for my fault i explained it to them and they still told me to pay the fine this happened 3 times

Good morning,

I bought a samsung galaxy note 4 may 2015. Since January i have a problem with the screen, On my garantee vodacom replace the screen, It came back the screen was loose and the pen was not detected. I send it back through Wolmaransstad Vodashop again.

It came back from potch again. the screen was still loose and still asking for the pen, I phone Vodashop Potch talking to Juanita. She said any problems again I must send i t back again.

Since this morning my screen is total black. the phone is on.

I insisted on a new phone. Vodacom Wolmaransstad advice to put in complain.

What must i do now.
Everytime 2 months without a phone

Leone Jacobs

vodacom nr: [protected]
Imei nr: 354201/06/160584/2

contact nr: [protected]
email: [protected]@gmail.com

I renewed my contract on 12 Feb 2016. The iPhone 6S was delivered with old software and whilst trying to update this on the day of receiving the phone it fell and had a slight crack. The phone was collected the next morning for repairs. I am yet to receive the phone more than 2 months later. Vodacom platinum call centre has been beyond incompetent with staff (Gavin Fouche, Siphiwe Ngwenya, Patrick (surname?) from back office all not being able to assist or give me details of any supervisors that I could talk to. Nor were they willing to give me contact details (emails or numbers) for higher management. In this age of information sharing and as this is a customer service line, it is unacceptable behaviour of a "premium" mobile operator. I see on hello peter that Vodacom has not even responded to most complaints by customers so is this falling on deaf ears? Action should be taken.

I upgraded my contract in the 25th month on the 7th of January 2016, whilst paying R179 a month for a Blackberry which included R60 BIS for data . From 15th December 2015 until 7th January, I was suddenly charged an amount of R911 for data usage while all other conditions of my contract remained the same. I received no notification prior to this. Upgrade was done to a FIXED package of R329 yet my bill exceeds R329. I have been to the Fourways branch on FOUR occasions since mid February to rectify the matter, speaking to a consultant Sifiso who assisted with my upgrade and thereafter forwarded the query to his managers, Ewert and Abel Matsoso whom I also saw on 1 April seeking help to rectify this error. I was promised a call and follow up from him, to date have had no response.

This is really pathetic service. Would like an urgent response to clarifying this charge on my account.

Thank You
Sadhna Gajathar (ID0 [protected]
Cell [protected]
Invoice date 03:02:2016
Invoice number:B985206204

Lost my ipad
Called vodacom on 15/4/16 to ask for blacklist form to be emailed to me
Had to cal 4 times as no email cam through
Eventually one email came through
Filled in form and was told to send to vbs.[protected]@ vodacom .co.za
:received an email with this re no EC-04WJ-3V1845
The email stated that I would be contacted with in 24 hours
At 5pm today I called to enquire what had happened
I was told by the lady I spoke to that vbs.[protected]@ vodacom .co.za was incorrect email
It should be sent to" [protected]@vodacom.co.za'
how is it possible that 4 other agents gave the wrong email address
When my contract is up in June I am moving from Vodacom

Les Davis
[protected]

On 2016-02-20 I went to the Vodacom store in West gate mall to take a phone contract and I took 2 contact phones.
It is an Apple 5s and the monthly bill was R199.00 each phone. A week later the screen of the phone turned blue, what it would do is show the Apple icon then turn blue. I called the Vodacom customer care and they advised that I should return the phone with all its accessories to the store.
On 15 March I went to the store, after the phone was assessed I was informs that the phone has a software problem, They did try to fix it and they couldn't. They then booked my phone in because the phone has 1 year warranty and I should have received my phone after 21 days.
I have been receiving SMS's from the Vodacom repairs centre in Cresta informing me that they have received it and its booked there(Job number [protected]).About two weeks later they sent another one informing me that it's been taken to a higher level repairs at the centre.
[protected] I receive an SMS informing me that they will not be fixing my phone. I called the repair centre and I was told that the phone has a physical damage. I talked to someone there telling them telling them that the phone was booked in for a software not any physical repairs. He then told me to call the store, I spoke to a lady by the name Patricia but I was told that there's nothing they can do and I should take the phone to I-fix which is going to be at my expense..
I tried to get clarity as to what the warranty covers and it was not explained. They are still debiting my account for the phone, which I don't have with me. I have received sums that they have my phone back in the store. Called them again and this time I get to be told my phone was booked for battery failure and power point not charging. They even suggest I contact I phone myself because my phone is under warranty at my cost. Please fix my phone of provide me with a new phone. This contract will be for 2 years.

On the 04/04/16. I contacted the Upgrades Department to upgrade my contract. I was told that my account was moved to a 3D customer portfolio"an internal upgraded system for Vodacom staff". I was pushed on to another
department and after 20min was assisted by a women who seemed to rush me off the call. I was told that the delivery of the device will take place within the next 4 days at the latest.

After 13 Days, 38 phone calls, 29 emails and 3 visits to the Vodacom Outlets i still have not received my device. Apparently the user was not too clued up on the new system and now my portfolio is locked and only an IT technician can resolve this. By WHEN?, I was not told. And to top it off my number has been barred from calling the contact center as apparently i have called too many times. So basically my 13 years as a contracted clients is of no value to this service provider. All i am told each time i send a mail to them is :" WE ARE WORKING ON IT " It was imperative that i received that "Tablet upgrade" by the 14 of April as I require this for college but as evident i have not received it. So taking this route of highlighting my problem is the only way to get a resolution it seems.

" Unbelievable Service" and to think " Customer Service is what drives this Industry"

On the 17th of March I've added a new contract to my account. I am paying via EFT and my account status is immaculate for years now. Without any notice, the additional charges were loaded to my account for the same month.
At no point was I notified of the value of the amount or the date payable. Therefore I paid my account exactly as per my statement like every previous month.
Upon calling in for minute balances on my account, I was notified that no information could be given to me as my account is in arrears. Only then did I find out what the amount owing is and that is WAS payable on the 31st of March. Vodacom did not, and refused to, change the status on my account and it remains on "collection status". The collection department advised me that there is nothing they can do about it.
Although it was agreed that this amount will be paid at month end, the status remains the same and can apparently not be changed, which means no additional service and not being able to add caller identity on my new contract. It also reflect bad on my profile which is the most important of all issues I am experiencing.
This contract was taken out because of 'n cell phone theft. The new cell phone kept on freezing and I took it back on the 7th day in order to make use of the replacement policy in the contract that I can exchange if brought back withing 7 days.
So here's the second problem and complaint : They could not exchange it right away, but needs to send it to the technical department to verify if it is a software problem. And no loan phone is available! So then I was without a phone again! For 5 working days. Then I received the same phone back, after software upgrade was apparently done.
No new phone and a possibility that I could have the same problem again.
Now the third problem and complaint : Every time I had to use a new phone, my bank application needs to be loaded and activated at a Capitec branch. The phone is a necessity to access online banking. Therefore I also phoned in to Vodacom, asking if it is going to be a problem if I pay the account on the 1st of April, as I need to activate again at Capitec after receiving my phone back. Customer services assured me that I have until the 3rd with no issues, so I did not try to make arrangements with a friend or family member to pay on my behalf in order to pay in time. I've paid on the 2nd of April. On the 5th I received an sms to advise me that my account is in arrears. Customer services advised me that it is a negative rating on my account. They put me through to Accounts department (I found out later it is called "Collections department"). After a very long discussion, trying to convince them to assist me in my credit rating problem, they said they spoke to legal department and there will be no "late payer" status on my account for this month. I just hope it is true as apparently I can not speak to legal department and also no formal communication can be done as confirmation of this. Could you assist in these 3 problems? I am not even going to address the fact that I did not receive a new device as it is the least of my problems at this stage - (although my phone froze again).
In short, to summarise:
1. Loading additional charges on my account without advance and timeous notification
2. The loan phone not being available when device is returned within 7 days is unacceptable.
3. The credit rating on my account for the month because of payment of my account on the 2nd as per advice from Vodacom Customer services.I want to state again that my credit rating on my account was perfect until this month. I always pay on time. Thank you for your time.