Vodacom
Reviews and Complaints

Received an sms from vodacom on 05 December 2015 stating that if i were to recharge with R15 or more, i will receive R75 bonus airtime to use for a day. Strangely, the sms continued to say that I need to recharge with R0 in order to get my bonus airtime. i recharged with R29. Yesterday i called 111 to inquire as to why i haven't received bonus airtime. the lady said it takes a day to reflect. Today i got an sms stating that i have R75 airtime to use by the end of today. On this assumption, i made a few calls, however my airtime still deducts from the principal R29 that i had loaded initially. Seemingly, the Bogus airtime has not been loaded. This is an unfair practice as Vodacom promised to provide me with bonus airtime that expires today, yet, by the time it reflects, if at all, i will not be able to make use of it. When i try to call vodacom they simply drop my call saying they're lines are too busy.

Since April 2015 I am being charged over R1, 400 up to R2, 000 on my "contract" I am supposed to get 250 free mins per month but have not been what I can see since April 2015. I went into Vodacom Northgate branch several times to ask for assistance and itemised billing and I get told by the manager - I have been requesting itemised billing fro January up to date since September! I WILL NOT accept the itemised billing fee of R22.80 per month due to the long period I have had to wait AND I have had to follow up with Vodacom! I have now been asked AGAIN my customer care to accept the charges and to send * Statement or invoice address and * Vodacom account number I am ready to explode from anger with Vodacom. PATHETIC! USELESS! INCOMPETENT! INEFFECTIVE "Service provider" In addition I have requested for my contract to be closed and yet it is STILL ongoing! When I view my account online it says I am in arrears. I have paid my account IN FULL and UP TO DATE! I am SO irritated with Vodacom and sick to death of this crap service. -I want my itemised billing from January 2015 now up to date and I WILL NOT be paying for it due to the lack of service from Vodacom. - I want a FULL explanation as to why my account has been so high since the beginning of the year. - I want a letter from Vodacom stating that my account is closed and I will NOT pay for this last month as I have cancelled my contract MORE than once!

I have been trying to process a sim swap for the past _3days. The first time I did the sim swap was on Friday 04 Dec at the Vodacom shop at Capegate, when I got home after waiting for hours the sim card did not work and I called customer service, they said the sim card was faulty I must go buy another one. Saturday morning I went to the same vodacom shop bought a new sim card, they said they processed the sim swap, after 4 hours, the sim still does notvwork, called in customer care again they informed the sim swap did not go through. Sunday morning I call the customer care they process the sim swap, Sunday evening sim still doesn't work, I call in they tell me sim card is faulty I must busy anothwrt sim card. This is the worst service I have ever received. Vodacom you never fail to disappoint.

I purchased WiFi and monthly data from Vodacom on contract for 2 years for R149.00 per month. In April 2015 Vodacom sent me a sms informing me that the contract has now expired and I can request an upgrade. In May 2015 I therefore bought a new phone and monthly airtime on a special offer contract in New castle. When I was asked by the representative if I wished to continue my previous data contract, I declined and signed a document to that effect. The monthly fee of R108.50 was to be deducted from my bank account every month - I signed for that too. I also requested a monthly statement to be sent to my email address, and never received any. The very next month - June - I noticed that instead of R108.50, R359.98 was debited to my bank account. I inquired from Vodacom's dailup service and was told that the extra R it was for data. After answering all the 3rd degree questions correctly, I was assured that the data contract was now REALLY cancelled. I again requested a monthly statement. In July R113.12 in excess was debited. I went to our Vodacom branch in Musina, and was given a Vodacom cell number which to call to sort it out. Which I did. In August R109.00 in excess was debited. I called again, and was assured that THIS time it was cancelled. I again requested a statement. For my trouble R191.50 in excess was debited and again contacted the call centre, also again requested a monthly statement. In September I was billed R517.49. I then went to my bank and cancelled the Vodacom debit order, opting to rather pay Vodacom as a beneficiary myself. Due to the fact that Vodacom does not supply an account number into which to deposit payment, and that Capitec at that stage did not accept Alpha digits in its beneficiary account numbers, it took me a few days of frantic scrabbling about before both Vodacom and then Capitec could solve my problem ... and I was fined R100 for late payment. And BOTH my Vodacom cell numbers are hard-locked. I live and work on a large farm far from town on the N1. I am unable to use my phones or my Internet. I have to travel to town to get to a Vodashop. It is weekend. I think I'm F'd! Apart from the security risk Vodacom causes, I am also dependent for the generation of my tourism business income on my 2 cell numbers. Writing this report serves as notice to Vodacom that any damage, loss, injury or death resulting from this state of affairs, will most certainly be accredited to Vodacom.

Ek was in Polokwane Mall of the North. Vodacom was off line en kon my nie help nie. Ek was al 2 keer in Mokopane by Vodacom en 1 ste keer was hulle ook aflyn. Die dame help my toe deur telefonies met Vodacom te kommunikeer . Ek is tans op n 3G en moet upgrade na 4G. Na n baie lang wag in Vodacom shop kom sy uit eindelik deur. Bevestig als telefonies en se dat sy my more se terug skakel met die kontrak goedkeuring bevestiging . Sy skakel my toe wel terug met die woorde dat Vodacom my nie wil upgrade na Smart L toe nie want die pakket is nie geskik vir my nie. Maar ek is tans op n Smart L kontrak so ek kan nie verstaan hoekom kan ek nie weer upgrade na n Smart L kontrak nie. Dan dat die dame weer n elle lange oproep maak Vodacom toe .Blameer hulle weer die system wat n fout op het. En dat ek more moet terug kom. Dit is uiters swak van Vodacom om n mens so aan die lyntjie te hou en ek sukkel nou al van 21 November 2015 wat my upgrade datum is. Die nuwe manier van Vodacom upgrade gaan veroorsaak dat hulle baie kliente gaan verloor.

We have been experiencing serious network coverage issues here in Evander to an extent that we can't finish a single call without loosing network having to redial. I am located at soborne and oxford street This problem have been going on for a while, things got worse 3 weeks ago. I have tried logging a call with vodacom and I spoke to Arthur and Zanele, everytime I can't finish the conversation due to this network issues. This is really frustrating in that I am paying for less than half a service to vodacom. I may be contacted on this cell number [protected].

Hi I would like to lodge a complain against Vodacom contract service for charging me R3, 000.00 for 3 Gig usage on my data. the same company is selling 3 gig for R299.00 but they charged me R 3, 000.00 for the same gig data usage on my invoice for October 2015. can you please provide investigation on this matter Regards Morwakgwadi Rodney Matshaba [protected]

My name is Fazlyn Vries and being a longstanding customer with Vodacom, I am appalled by the lack of service delivery from the Brooklyn branch. I had processed an upgrade in May 2015 for a Samsung A3. Immediately the handset presented problems with audibility in that the recipient could not hear. The handset was booked in for repairs under the warranty. Again, the same problem persisted and I was informed that a screen replacement was done. This did not make sense to and I wrote to the branch manager (Craig Ortmann) to explain the reasoning for a screen replacement, with no feedback forthcoming. The handset was returned with the same problem and this time the handset would not switch on. Another repair later, I was made to pay an excess of R250 for another screen replacement. Upon a number of calls to the branch to get in touch with the branch manager, I was made to believe that that an insurance claim was processed. Upon attempting to put the sim card in the handset, it got stuck and I was informed that now I can process an insurance claim. I had requested this the first time the handset presented audibility problems. Now the insurance, Cell sure informs me that the handset has water damage and this means an additional penalty in excess. I pled my case to the manager at Cellsure (Allistair Louis) noting that I can not be held liable for such damage as the handset had not been in my possession and has been in repairs for the last couple of months since the upgrade. He confirmed this as Cellsure picked up that the sim card was not in the insured handset. Allistair promised to follow up with his superior. He promptly got back to me informing that the engineer reports have been requested from Brooklyn branch on 24 November 2015. As no feedback was forthcoming, he sent a follow up request on 27 November 2015. Again, no feedback is forthcoming. Upon going to the branch to follow up, both the branch manager, nor the assistant branch manager(Mike) was available. My grievance is that I am still being billed for a handset that I don't have and did not receive any benefit from. How long will it take to resolve this matter amicably? In all my years with Vodacom, I had not experience such distaste in dealing with Vodacom. What happened to the good after sales service delivery? I would gladly forward you all the messages exchanged with the Brooklyn branch and Cellsure to substantiate my grievance. Please advise on an email address as I am unable to upload my email messages. This experience has left me distressed and unsatisfied. Please help me as I have exhausted every option to resolve this matter. I just want a new handset and request that I be refunded for all the months that I have been billed for a handset that I did not benefit from. Kind regards. Fazlyn Vries [protected]

February 2015 me and my mother went together to the Tyger Valley branch in Cape town to downgraded and transfer my cellphone contract from my mothers name into mine. Both of us had to be present for this procedure. I left for Mexico a week later after I've been notified that the debit order was approved. When I returned to SA on November 4th 2015 I was informed via a letter in my mail that my contract has been cancelled and I need to pay a outstanding fine. This was due to the fact that I did not pay my contract. Thinking that I had a debit order on a account that doesn't need attention and had more than enough funds on it, this came as a shock to me. I contacted vodacom who stated I agreed to a cash contract and not a debit. Seeing that I live overseas I insisted that this was not the case. Vodacom then stated that my account information has been handed over to the dept collectors Burnard, Raaff & Associates and I should contact them as Vodacom cant do anything about it. I spoke with a woman named Trudy there who stated I had a verbal contract with vodacom and not a written one. I then requested to listen to a copy of this but to no prevail. I was then told to contact FNB, according to Vodacom a attempt was made to withdraw the debit but was unable to do so due to insufficient funds. Proof from FNB showed that no attempt was ever made on my account and there was more than sufficient funds available. After the issue has been dragging on for a month and me not getting any answers I agreed to pay the fees just so I can receive my number that I have had for close to 15 years. I was told by every employee I spoke with at Vodacom and the people from Burnard, Raff & Associates that as soon as I pay my number will be reactivated. 9 days (December 2nd) after paying this “fine and dept collector fees” I called vodacom again and spoke with their supervisor in the legal department Robin, who stated my number has been cancelled and there was no way of getting it back. After a long argument with Vodacom the phone was hung up on me, called Burnard, Raaff and the phone was hung up on me. All I have to show for it is R2600 out of pocket, lost phone number, 2000 business cards with the wrong number and a bad credit score with ITC. Who can I contact to defend my case as there is no legal justification from Vodacom to have done any of this and I don't want them to get away like they always do.

I have been fighting with Vodacom for quite a while now. I want to have my secondary contract canceled for the following reasons: • The phone wasn’t even a month old when it started giving many software problems • It was sent in for repairs. After two weeks the phone was returned and upon collection, we saw that the technicians report said that nothing had been done as no faults were found. (job number: [protected]) • My husband then showed the in store staff just one of the problems reported. The phone was immediately booked in and sent away again. (job number: [protected]) • On top of that, we have not been able to port / swap a prepaid number onto the new contract since the beginning. When we got the device, we were told that we have to activate the line before we can port the number. Once we activated the number, we were told that we could no longer port the number as the line had already been activated. • I have not had the phone for almost two months. • I have being paying for a phone and airtime that I am not able to use. • I have made countless calls trying to get both of these problems sorted out • We have driven up and down and been in so many stores to try and sort these issues out. • I have been trying so hard to get this issue sorted out both telephonically and in store. • I have posted three posts on hellopeter (http://hellopeter.com/vodacom/complaints/contract-cancellation-1880466, http://hellopeter.com/vodacom/complaints/still-no-feedback-1885143, http://hellopeter.com/vodacom/complaints/third-post-complaint-still-not-addressed-1897436) • I have posted my complaint on Facebook and Twitter. • After my facebook complaint, I received a call from someone claiming to be from head office. He gave me his number [protected]) and told me to contact him directly if my complaint is not sorted out. I have tried calling that number over and over again and have not been able to get through to him. • The last two times I have called the contact centre the system has been down and I have to call back. I have a job. I cannot keep on calling. How about some calls me. • I have been a good and loyal customer of Vodacom for may year and I don’t deserve this treatment. I really hope that we can get this finalized. I am so tired of fighting and I don’t feel like my complaint is unjust or unfair towards Vodacom. Vodacom has not given me any service and I feel that it is only fair that after all my time wasted I am able to get this contract canceled and ensure that no further debit orders are deducted.

i have addressed a letter to vodacom with regard to data that was loaded onto my account. i was contacted by the CEO offices and a credit was given for a certain amount. before i was given the oppertunity to make a payment on the account, my account has now been suspended. i have never failed to make payment of any of the accounts and therefore i am very disappointed by this action. i have been trying to make a payment from my absa account for the last week and have been struggling because the listed account number on the absa data basis is not working. i am now in a very bad situation were i am now in arrears and with a suspended account. no-one is getting back to me with the account number...i have been sending emails to various persons and/or email addresses. i cannot afford to be without my number. would someone please assist me in getting my account sorted out. i am at the end of my rope...i do not think if this was not my mistake i should be punished for same...please help

On 30 October I upgraded to a Sony Xperia Z5. Exactly 10 days later the phone started overheating when making phone calls. When I put the phone down the back glass burst. Probable cause, the heat of the phone against the granite in my kitchen. The phone was still working, but when I made or received a phone call the whole screen went blank. Couldn't even end a call. And the phone was hanging with every application opening. The same day I called customer care 111 where I could not even obtain a reference number and was told that I have to go back to the shop where it was purchased and then quote "they will exchange your phone as this is obviously a factory fault". The only reference of that call was: 10 November-15 at 21:10, Operator: Tshepo. I then returned it to the Vodashop of purchase in Potchefstroom. The store manager (most helpful) concurred that the phone was not dropped but clearly burst as there were NO signs of an impact. Today, two weeks later (and still forced to pay my contract!) at Vodacom Repairs in Potchefstroom I received a text message for a quotation of R1098.90 (Job No. [protected] Tel. [protected]). Obviously appalled by this I phoned the Potchefstroom Store manager and expressed my dissatisfaction with the outcome. After the store manager's investigation she relayed the repair shop's message that it was sent to a third party for confirmation and my phone's damage was self inflicted. This is unacceptable. Now I am to unfairly pay for Sony's problems, get the phone back, have it overheat again in 10 days, oh and exploded and then pay another R1098.90? Please advise as this is clearly unacceptable. I have also done research on the new Sony Xperia Z5 overheating problems and learned that the chipset inside is causing the overheating problems. How is it possible to self inflict the overheat problem on your phone when making a phone call? My contact details can be obtained at the Repair Shop as mentioned above. D. Joyce

I have been a client of Vodacom for years, I have three running contracts with them, and my main contract was up for an upgrade in May 2015. When trying to upgrade I was told the my profile was downgraded and I do not qualify for the package and phone that I want. I pay almost R 1000 per month towards Vodacom, never miss one payment and still I was downgraded because of other listings on ITC. What I don't compromise is that even if I don't upgrade my contract still keeps running and I keep paying, but I am not allowed to upgrade even if the amount is the same? Why are loyal customers treated like this?

I hereby would like to lodge a complaint against your customer care outlet in eastgate and a lady by the name Fanelo that introduced herself as assistant manager when I phoned your customer service no 111. I have been a Vodacom customer since the late 1990's. My current number is [protected], I was overseas for 6 months and when I returned I had no service on my phone. Upon investigation I found out that my number was reallocated to someone else within 3 months of my absence. I recharged my phone in May when I left and according to my starter pack paragraph 11 on page 13 I am allowed to keep my number for 7 months in which period I am allowed to make a phone call or send a sms. The money left on my phone amounts to R259.87. I was told very rudely by your representatives that I have lost all rights to my number and the money currently on my phone have disappeared. In my opinion that is theft and will contact the consumer protectors if i can't resolve this issue fairly with you. My contact number is [protected]. Sofia Hiotellis

I bought a power bank device from Vodashop ob the 29th October 2015 valued at R200. On my arrival at home i charged it as instructed but it could not charge my mobile phone as i wanted to use it when am away. When I returned it back with packaging but unfortunately i lost a till slip so i could not be helped due to that reason. I was told to sell it to someone else because it works with other devices only mine it has problem with and they are unable to retrieve my payment information from their system.

I work abroad and I'm paying this account on behalf of my daughter. I reviewed my recent bank statement and noted that amounts of R 7, 248.37, R 2, 410.77, R 7, 517.49 and R 5, 300 were debited against my bank account over the past 4 months. This is a total of approximately R 22, 500 and prior to this, the history on the account indicates monthly billing previously equated to 6 to 7 hundred Rand per month. Post consultation with my daughter, she assured me that the data and cell phone was utilized with no excessive usage of telecommunications. No monthly statements from Vodacom received by myself, even though my contract states that copies be sent to my email address. I'm also aware that the data cap of 1gig data per month was agreed upon in January this year when I accompanied my daughter to the branch in Canal Walk. Trying to resolve this matter from abroad is a nightmare. I've given my daughter the authority to transact on my behalf and she's been treated like dirt .

I did an upgrade on my existing contract. I asked the consultant about a certain cellphone. He told me that was the latest model and is a very good phone. I sighned the contract and left. Date of upgrade was 3 November 2015. I used the phone for about half a day only to realise that the phone was not an upgrade from my previous phone but more of a downgrade. I returned the phone the same day and told them I am not happy with the phone and wanted to do my upgrade to a different phone. They told me I sighned the contract and could not return the phone. I feel that the consultant should have compaired the phone to my old phone and advised me that its not as good. After all they are their to help the customer. Not all of us have the knowledge and training they have.The phone is still with them.After numerous calls to them I still have no phone and they do not return my calls.

To whom it may concern: Upon entering the center to do my regular shopping on Sunday.At 8:30 I walked past the Vodacom shop.( Vodashop Cape Gate [protected]) There was this one lady screaming and shouting at a few staff members like dogs. Found out her name is Michelle and she is the manager of this store. I am so disgusted in what I had to witness. How dare she speak to those people like that. Clearly has no respect for herself and her co workers. Degrading a human down to that level is just wrong. I really did not come to Cape Gate to listen to this woman shouting at people like that in front of us passing by. The dirty words that came out of her mouth is not something to be repeated. I truly hope this lady will be dealt with in the proper manner that she needs. I would appreciate feedback on this matter. Regards A. Wiese [protected]

I applied yesterday for a cell phone contract of R249.00 a month, i have already an existing contract which i got 5 months ago, when i finished filling in all the forms i got feedback which said "none affordable" and declined by vodacom, wasted my time and day and money, plus who the hell gives vodacom the right to tell me i cannot afford a phone of R 249.00 as they can also see on my bank statements which i provided that i can clearly afford the phone an even buy it cash. I also then phoned vodacom call centre and wanted to have an answer why i was declined i was told sorry they cant tell me phone the shop u applied at, the shop i applied at told me to call vodacom because they dont know either! I am high pissed off and dissapointed in the service which makes me think to change to other service provided and discourage people to have contracts with vodacom. I would still like to know why i was declined and have a reason because this is unacceptable..

Since start of contract to date. Suspended Line [protected]. I can be contacted on a temp number: [protected]. Resolution: Vodacom must sort out and reactivate with immediate effect. Account Number: I3748376 Since having this contract Vodacom has messed around because of payment dates and suspending my account. Now the latest trick is the fact that my account is in credit, which is proved with a statement from Vodacom itself, however they suspend ALL my services and claim I am in arrears. I have been dealing with many people who say yes I am not in arrears and they will fix it but to date nothing. My line is now permanently suspended and NO clients can call in or me call out. This has taken a serious toll on my business which has abruptly come to a stop. The only amount due is showing for the end of November otherwise I am in credit completely. See my attached statement. Really Vodacom what the h... are you doing. Sort this out as urgent.