Vodacom
Reviews and Complaints

I sometimes wonder why I am still with Vodacom, at first it used to provide the great customer service to their customers, but at the moment they have lost it. I had a problem with my sim card, I then decided to do a sim swap after i did few trouble shooting. i called through to the Call Centre and I was authenticated to ensure that I was the correct account holder, I answered their questions according to my best ability and the agent by the name of Nkateko assisted me, and he told me that i failed the security questions. I then asked to speak to the Supervisor and the lady by the name of Lungile came to the phone, She already had an attitude even before she spoke to me, I told her I don't like her tone towards me, and she kept ignoring whatever i had to say to her and kept on interrupting me and then she told me that "she cant help me" she is "not willing to help me"and if i wanted to complain about her level of service I can go right ahead and do that. She asked me the same questions that her colleague asked me and she just told me that i have failed them and I should just go to Vodashop and do the sim swap there. I wasnt happy with the level of service from Lungile.

I have now been using Vodacom for many years and I am now officially tired of their poor service and terrible network. 1stly: One phone call made just for a few seconds already takes almost R5.00 2ndly: Their network is forever down, I can hardly connect to the Internet or do anything else that requires a network because the network is so weak and terrible Now because of these issues I am loosing a lot of money as I now have to keep buying airtime after a short phone call, I have to keep buying data because of the very slow service and constantly having the network down, because of that whatever I download online gets interrupted by that and I then have to wait for the network to be fine again and that takes even more data from me since it now takes longer to download, sometimes it even causes my downloads to fail and I then have to restart the download which also takes a lot of extra data that I have to pay for, not THEM (Vodacom) but ME. I have lost a whole lot of money over the years because of them.

I have 4 contracts with Vodacom of which 3 is for data . All used to have limits on the data usage I.e. Should the monthly contract data be finished further top up data could be purchased. Approximately June 2015 I renewed the one data contract for a further 2 years at the local Vodacom agency. Apparently they did not replace the existing limit on data usage but renewed it as open-ended. I had no problem until 3 months ago when the extra data charges on this contract [protected] suddenly rocketed. The alleged extra data usage was as follows:- Account dated 2015.11. 03 R 334, 28 Account dated 2015.12.03 R3054, 41 Account dated 2016.01 .03 +- R 100 apparently. The moment I became aware of these charges I contacted Vodacom and after several calls were able to have the limit re-instated from 2016.01.01. I did not roam Internet excessively and do not know where these charges originated. I was unable to obtain from Vodacom itemised accounts detailing how these charges originated. I am a pensioner of 73 years old and cannot afford these high charges and request that same be investigated. The local Vodacom also erred in not renewing the contract on the same terms as before. If they did these charges could have been avoided.

I opened a Vodacom account/ contract (Ref: I1304929) in 2007, but it however fell into arrears. In 2008 I fully paid up and cancelled the account/ contract. I recently (in January 2016) requested a credit profile and found that my account shows as unpaid and in arrears since 2007/2008. I've logged a complaint, but have not received any feedback/ response from Vodacom. I would like to know, how this is possible. I don't have any financial credibility and also struggling to get a job, since the recruitment agencies do ITC checks. At the moment, my credit record is in a red, because of this Vodacom account. I would like my name to be cleared at ITC immediately and proof of paid-up and closed account forwarded to me.

My account details [protected] - incident happened from July 2015 to Oct 2015 and account debited incorrectly for over R1000 for WIN 24 product. I want Vodacom to reimbursement all debits as I did not authorised such debits to my account: This is the email I sent to Vodacom: > I enclose an email below and various other emails and advise that I did not > sign any agreement for the undermentioned product and I did not sign with any > terms and conditions. I do not know about this product. You are my service > provider and I did not authorise you to debit my account. Since July 2015 my > Vodacom account has been debited for over R1000 and furthermore I am > unemployed and do not have funds for such a facility which I am not aware of > . They claim they have been sending me SMS to state STOP why will I send > STOP when I did not signup for any product. Please look into this matter as > As service > provider you have no right to debit my account without my knowledge and you > are liable to reimburse my Vodacom account immediately. I need an urgent > response as I have been writing to you since early October with no favourable > response. Please can I have urgent feedback on this long outstanding matter.

When returning from overseas, on the 2 January 2016, both me and my husband deactivated our roaming on the day we arrived. Since Sunday the 3January we could not receive or make any calls from our phones. We called the call centre and each and every consultant (7 different people) and 2 supervisor's gave us a different story and promised that the lines will be reseted and working the next day. It has been 3 days and our phones is still not working. The consultants promised us to send an sms when the start working on our problems but we have not received any information since Sunday. This is absolutely pathetic service and a true sign that Vodacom does not care about their customers.

I port my number from mtn to vodacom on the 10 december 2015, since then I cannot receive calls and sms from other networks. I query it with customer care they asked me to change the netwotk on the phone and I must switch it off then on and it will work, up until today is not resolved everyday I pone vodacom they tell me it was not active, how can you say the phone is not active whereas I can receive vodacom calls. I went to vodacom midrand boulders on the 22 december the guy said he will send an email as custyomer care said he must an email. Today 05 jan 16 I called customer care and they said my phone was synchronized twice I must do a sim swap and switch it off for 3 hours and I did but i'm still having the same, I phoned vodacom again they said my number is not active I must dial 100 I did dial but still experiencing the same problems. Can somebody help. [protected]

I am a customer of Vodacom since 1998. Since that date, I have been on an active debit order system to pay my monthly bill. Seeing that I am travelling a lot, my roaming is also active since that date. Never had any issues with using my phone in another country. I traveled to another country on 22 Dec 2015, and could still communicate for two days, but as from 23 Dec 2015, I had no service. When I came back to SA on 03 Jan 2016, I could still not use my phone, and got a message that my account has been suspended. I went to Vodacom Cresta to get some clarity, and a very helpful gentleman, Godfrey, established on the computer that my account was indeed suspended because of non payment. Then the nightmare started of trying to get answers! Godfrey phoned customer services, and all they had to say, was that my account is not suspended. Then he phoned accounts department, who also said they could not help, because my account has not been suspended! He ended up phoning the debit order department, and after literally holding on for an hour, got through to a lady who claimed, that because of the holiday on 01 Jan 2016, the debit order was not send through, and they had to suspend my account. I could not understand that in 18 years, that the 1st being a holiday, is now a problem. Did they then suspend all their customers on contract's accounts? And how the heck did their problem became mine? After explaining to her about the roaming, she grabbed that as an excuse and claimed that that was actually the reason why my account got suspended! The overall feeling is that the consultants at Vodacom do not know how to handle queries, they are incompetent, do not speak out of one mouth, and do not care one single bit if they loose a loyal customer, with whom they did not have one single month's trouble to get their money. They also do not care a bit what a disgruntled customer is now going to tell about Vodacom. When I see all the bad reviews, and no one does anything about it, I just realized that we need a movement #Vodacom must fall! Wake up Vodacom, you really need a reality check!

On 23 December 2015 I ordered a cellphone online from Vodacom. The order number being E2375041. Although Vodacom promised 24-hour delivery I have received nothing up to date. On 30 December 2015 RAM couriers was at my premises with a package but with the wrong ID number and name. I phone Vodacom on various occations regarding this matter but still nothing happen. In fact every time I phoned they gave me another number to phone. But still I cannot get anywhere.

Good day, During the month on November I upgraded my Vodacom package. At the same time that Vodacom had a special on where you could received one of three upgrade gifts. To date I have not received this gift. Vodacom has consistently given the excuse that they do not have stock, yet these goods can readily be purchased in store. With my upgrade I decided to go with the Sony Xperia Z5 (IMEI [protected]-419769-7). Since I had this phone I have only had problems with it. The phone would automatically open up my browser and the flashlight would come on and the phone would get to excessive heats where it could not even be handled. My father-in-law also had similar problems with his Sony and Vodacom repairs in Bloemfontein mentioned that his phone was a problematic one and they readily replaced. However, due to the excessive heat my phone got warped and when I took it to Vodacom repairs in Fourways they told me that the damage was malicious and it was due to my own negligence when I sat on my phone. I have my phones from my previous upgrades and they never gave me any of these problems. I have used a cellphone for many years. Not once have I sat on one or bent it. I never carry anything in my pants back pockets. What makes one Vodacom repair centre give a completely different answer to exactly the same issue to what another Vodacom repair centre gives. If this issue is so common and appears on the first page of a Google search how come Vodacom Repair Centre in Fourways is not aware of it but Bloemfontein is. Being from Randburg I would have expected that Gauteng would have been a tad more advanced. I am completely disgusted with Vodacom Repairs and Vodacom Upgrade services. I have never ever been so disappointed with Vodacom services. Hopefully Vodacom will resolve this matter and turn this disgruntled client. Shaun McCook [protected]

I really hope this helps, I have been in contact with vodacom walk in customer care center in Durban as well as the call center. I did a premature cancellation at the end of September 2015, and followed the instructions of the agent attending to me, on numerous occasions. It was later realised that I was give a lot of wrong information. Due to this I am still being billed by Vodacom, and they refuse to accept liability due to inexperienced agents who work Vodacom. I have ask from September about 20 time for a senior manager of Vodacom to contact me from the Walk in center or the call center but to date no one has. And I am afraid that this will impact negatively on my credit rating as I have had to stop debit orders. Please can some one contact me. Daren Naidoo [protected] daren.[protected]@gmail.com

We booked a Sonia Experia phone to Vodacom Repairs Shop in Alberton, New Market Mall during the first week in December 2015. We went on holiday and was contacted last week by a Consultant at the Repair shop to inform us that the insurance will not fix or replace the phone due to the fact that the phone was last active approximately 2 months ago. We went to the shop this morning, 28 December 2015 to collect the phone. After 30 minutes of waiting, patience running thin, the Consultant appeared from the back saying that he is unable to find the phone and that he would still look for the phone. After 15 minutes, now 45 minutes in total, the Consultant arrived with the phone and asked us to sign as receipt. We checked the phone as we left the shop and realized that the phone is not ours and that the phone is in a worse condition than the one we booked in. After a further 15 minutes we were informed that the correct job card number was sent with the incorrect phone. Firstly, it is Vodacom Head office responsibility to ensure that the correct phone is sent to the correct shop with the correct job card! Secondly, the service was absolutely shocking at the Vodacom shop in the New Market Mall. We need to know what is going to be done to fix this. We demand a new phone, because currently another person is sitting with a phone that is in a much better condition than the one he had. We need answers from Vodacom immediately. This matter will be escalated.

On 29 November 2015, my dad and I went to the customer service centre in Gateway to cancel my Late brother’s contract. We informed the consultant of the passing of my brother. My dad is the executor and I am acting as agent, as such all the necessary documents were handed to the consultant. I have had to follow up with Vodacom time and time again via the call centre. I get transferred from one person to another every time. On the 9th of December, I received a disturbing email from Nonhlanhla Vilakazi to a sign a form and make a payment. I responded to her email, explaining that my brother was a sole proprietor and requesting a settlement discount, after which she has completely ignored since. My brother was a sole proprietor, meaning an individual, not a company as defined. Furthermore he had been a loyal customer of the network for years, thus Vodacom should be sensitive to these circumstances and not only be concerned about their customers when the customers are alive. If one has to do a search on the network, there are thousands of rands of debt that Vodacom has written off in respect of bills outstanding from customers. These are customers that can work and pay it off, however, they were lucky their debts were written off. I think it’s fair my brother deserves a settlement discount. I went to the customer service again on 16th Dec, after which I received the same form to be completed. I received this form four times to date. My dad also signed a letter to request the number be transferred to prepaid, as the number will still be required for business purposes. I went to the customer service again 21st December as we are still in limbo with regards to the cancellation, as we have no received any communication from Vodacom. Furthermore the sim card is locked, we do not have the pin and my dad (the executor) now has no access to the number without the pin. I explained myself to the consultant Jody, who did nothing to help me, except give me the customer service number that I need to contact. I requested he contact the centre for me and assist me as when I call, I get transferred from consultant to consultant. Now please can you advise, Vodacom has made provisions for walk in service centres, we as customers are waiting in a queue to receive service. Now, if this is the response I get from the consultant, it simply means I have wasted my time going to the service centre and basically I am at a dead end. How does the executor now use the sim card if he does not have the pin? My dad and I are still hanging in limbo. We are not in any celebration mood, thus we don’t go to gateway to shop. We are making a special trip each time only to go the Vodacom Customer Care. Do I need to keep running to gateway with my dad? My dad is grieving the loss of his son and his health is not in perfect condition either, I cannot keep doing this. It is disturbing that this is turning to be such a problem. I plead with Vodacom, can we please get some type of assistance. I am exhausted running around. Please let’s not make life difficult in an already difficult situation, as my family and I are still grappling to come to terms with this sudden death. I would appreciate co-operation, a little sensitively, and prompt response in a time like this.

My daugther bought a new phone and just want to buy a micro sim and need to do a sim swap. At makhado crossing the person don't even try to look as if he wanted to help. He just mumbled that they do not have micro sim. They send us to the shop at Checkers Centre. There the people did not even get up to help us and they just say "we are off-line". They do not even try to assist or tell us to come back or ANYTHING. At the end we went to Game and get a micro sim for free from them and went back to Makhado Crossing, and again the person said he can't help. I never experience such bad service from Vodacom. I am from Bloemfontein and always receive excellent service. I was so disappointed. It is a bad advertisement for Vodacom. Please look into this as service like this will make Vodacom to lose loyal clients like me, for so many years. Kind regards Roelane Pelser [protected]

On 11 December 2015 my order for a new device was approved, after a message on 12 December stating that I would receive the device shortly, I expected receipt within 3 days at least... only to received the device on 17 December... 6 days later. After waiting 24 hours for the sim card to activate, I decided to phone the activations department to activate the sim, only to be told that they are offline, but my application will be sent to the appropriate department...even though I phoned the connections/activations department (0821945). I phoned back 3 times, every time I was told that their systems are offline. It is now the 21st of December, and my device is still not working, as the sim card is still not active. I currently have 5 contracts with Vodacom (Acc. no. I0512683), and this is definitely not the type of service I'd expect from such a reputable company. Please resolve the issue and try to activate my sim card.

Hi! I've been a customer of Vodacom for as long as I can remember using a cellphone. My last number was used for over 10years. I'm currently in Oman and when I arrived a few months ago, found my sim not to be activated for roaming and an attempt to get it activated from Oman was not successful. However I arranged to get my simcard to South Africa about 3months ago so that it could be activated for roaming and sent back to me. Sadly it was found that the sim was not working anymore. My sister inlaw then took it to a vodashop only to learn that MY number has been given to someone else 😡 I would like to know how is this possible if I have every personal account linked to that number? Like Internet banking etc etc... My number is/was [protected]. Can someone please get back to me and rectify this ridiculous mistake which is giving me sleepless nights because I don't know when I'll be going to the ATM just to find my account being cleaned out. My email address is: [protected]@live.com. I look forward to a swift response and positive solution if a lifelong customer is worth anything at all to vodacom. Thanks

Good day I asked for a downgrade and a top up in November 2015 since I became aware of the fact that my 3GB account was on an open line, not forgetting an inordinate amount of money due R 7, 721.71 thanks to the salesperson at SouthGate Shopping mall who put the contract on an open line when I just needed to renew my contract early this year. When I received the statement for December 2015 I noticed that Vodacom had corrected the open line to a top up but did not execute the downgrade from 3GBto 2 GB. Apparently this will only happen as at January 2016 I settled the balance of R 6, 322.89 to day, 17/12/2015 I phoned 082 1958 to cancel the one line. The person named Mpho says she will get back to me as she needs to investigate my situation. Is it so difficult for the personnel at Vodacom to understand what I want. How can such an organisation such as Vodacom treat my situation so unprofessionally. I'm not impressed at all with Vodacom. I'd rather go to MTN than to experience such unprofessional ism.

On 08 Dec 2015 I handed my BlackBerry for repair. I was told that it would be couriered to George the next day. Upon request at the George Branch on 15 December regarding the progress, I was informed that the cellphone is still in Knysna and has not yet been received at Vodacom George. How can a cellphone take a week to courier from Knysna to George (120km). Is this what Vodacom proud itself on, this is pathetic service from Vodacom. Job no [protected]

Both my husband and I am on Red VIP Packages - the Data lapsed and out of Bundle rates applied - for 3 months in a row. Out of bundle rates are highly uncompetitive and grossly overcharged. Upon contacting Vodacom, and referring to us both being loyal Vodacom subscribers for 18 years we were told pay up or cancel our contracts. Vodacom Customer care has been very hostile and uncooperative as to advise on how its possible to run data bills up of R5k and R8k per month per contract without it being flagged to a customer. The data over ran by 2 or 3 gig at most - why the data overran is also a mystery as we are not ample data users . This needs to be investigated please, and Vodacom has to own their responsibility towards their customers.

I have bought a tablet folio case for my Vodafone tablet. I told the sales lady that I need a case for the tablet and she suggested the Swiss Mobile Gear case as the only one in stock. I took it home and as I tried to fit the tablet I found that universal is way to big and tablet is completely unsecured. I took it back and they refused to give me a refund stating I can take anything to the purchase price. Why do I want anything else except protection for my tablet? I just want refund so that I can go and buy a proper case that will fit my tablet.