Vodacom
Reviews and Complaints

I tried applying for Fibre since early this morning. Eventually after phoning the agent said that I will receive an email or SMS. Am still waiting. I tried applying again since I received no reply and agent called me back again and said I must not apply again because it will cause a problem. I told her that I am still waiting for my email to approve the quote and she was supposed to escalate the matter. I am still waiting. If this is the service I received how will fibre be

I am trying to cancel my fiber line for the last 3x months. Still waiting for the email to confirm cancellations after numerous phone calls and reference SMS's. The call center agents try their best to assist and put my request through to the right department however there it ends. Nothing happens after I receive my SMS with reference number and I still pay for a fiber line that I don't have anymore.

3 november 2020
I did a premature upgrade on my contract with vodacom.
Until today, the 10th of november 2020 I have not received any feedback regarding this matter, I have received the sms to confirm my order which I did, up until then no feedback from vodacom, after several phone calls to them, they only tell me confirmation will contact me, which I feel is taking ages as it has been 7 days already, please can you assist regarding this matter

I am an Expats who travel in and out South Africa all the time. Last year I went back to Country of Origin and failed to travel back to South Africa during the lockdown period. Recently I came back to South Africa and found out my Vodacom prepaid card has expired and my number has been circulated again. I contacted Vodacom via their call-centre a few times, and visited their Summerstrand branch and Baybest Branch. No one can help me with this. I don't need to have my number back, but I would like to have my money back as I have more than R2000 airtime in my prepaid card. Please refund me with this. My name is Shansheng Jin. My invalid Vodacom number was [protected]. Please email me with the outcome if you can: jin.[protected]@baicsa.co.za Thank you!

Fibre do not sell the products as Vodacom can not deliver the service. Will definitely not renew my contract. Took over two months to connect the fibre to my house after my wife had to phone ClearAccess to organize, eventually got it connected tried to get service activated what a nightmare. Lies told by the service agents and agents not doing their work. Service still not activated. All I can say is useless

My Vodacom email account on [protected] has been giving me problems for nearly a year now. If I try to read or send an email, I get diverted to Vodacom portal. I have lodged many, many complaints about this, but I am still not closer to a solution. Vodacom has a different story every time, and sometimes what the consultant tells me to do helps for a day or so, then it is back to square one.
So at the moment I cannot use my email on my laptop at all. Although I receive emails, I cannot open, delete, send or respond to them on my laptop.
On my cell phone however, it works fine.
Please help me to solve this problem because I do not wish to change my service provider.
Thank you
Ida Soekoe
Bloemfontein

Good morning Vodacom

I am extremely disappointed and heavy- hearted in writing this mail, since my expectations were not meet, rather appalled by the service received at East Rand Mall Vodacom outlet, across Dischem.

On Monday the 02 November 2020, I went to the store to get a new phone after the one I was using was debilitated from day to day use. The reception was not bad upon arrival, I was assisted by a young lady there.
Yes it might have been minute before closure (+/- 30 minutes), but doesn't justify what I am about to express.

I bought the P40 lite (accompanied by a watch), the procedure entailed me been given the phone and further "figure it out" on my own, without explaining anything.
Since I have been using the Huawei P series for a while, I didn't see the injustice prevailing of me failing to operate or use the phone.

When I got home, I tried downloading Google drive on it to restore all my information to a dismal fail. I couldnt access any of my contacts, and decided to return to the store the next day.
On the 3rd at about 13h30 I went back to the store, to enquire about the functionality, I later learned that the phone was not working on google drive, something which was not explained to me.
The manager at the store called a lady by the name of Ouma working for Huawei to come and assist, she arrived after 40 minutes, I waited nonetheless. She started working on the phone with great struggles, and later informs me that the phone was never set- up from the store, and that caused the delay.

After a long wait, she start getting around the phone and informs me that a Huawei ID is needed, all this is foreign to me. I then asked her, if she, as an expert is struggling, what would become of me as a lay man with no knowledge and experience of the HMS?
I humbly requested to be given a phone that is user friendly and google drive supported.

I was moved from pillar to post, inciting that it would be a come -back on the consultant that sold the phone to me. I then wondered why are they not sensitive to my needs of getting a user friendly phone.
After battles of note, and them trying to convince me that " I will be fine with the aforementioned phone" asked if they will be able to assist me or not.

They furnished documents to put in a query of a phone that is defective, written that it "kept dropping calls and lost network", but that was not the case. I clearly stated reasons for not wanting the phone, yet they opted to putting what they saw fit.
I asked if I will be getting another phone, they refused such and said they will need to take it in for Technicians to make a determination on it.

I was again told that if the technicians find nothing wrong with it, I would have to take the phone.
The entire drama ended in a bad way, I left the store without a phone at about 17h30, making it 48 hours without contact.

I don't believe in the notion that the customer is always right, but it was within my right to request a different phone.
I am deprived without a phone.

I called the customer care centre today 4th November 2020 to enquire about the account and grace period on feedback, but was told that nothing is reflecting on the system about the phone or drama that unfoulded. The assumption might be that they will wait for the 14 day grace to pass and load it as a late return, after being returned within 24 hours

Recourse:
I hereby request that the contract be terminated with immediate effect, I will find alternative shops to obtain a phone, as for the attitude at East point, they can keep their Vodacom, I will find alternatives.
My phone number is [protected], I would have made a plan to get a phone by no later than 10h00 today.
Please peruse my profile, you will also note I have been a loyal customer of Vodacom for years now. But that too doesn't worry me

I as gor an upgrade they send a new contract. Ronald promise me thst he will cancell the Contract thAt WaS send baCk with the sim and now he onlY chaNGe it TO pre paid. I DID NOT ASK FOR A NEW CONTACT ONLY AN UPGRADE. I dont want an prepaid i want it cancelled like roland said.
Hi Maryke Du Plooy

We have received your request to convert [protected] to pre-paid. It has been logged and will take effect on [protected]:21:47. Please note that any outstanding usage costs will be billed in the next month's billing cycle.

We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid.

For any queries, please call Cancellations on 0821958.

Kind regards

Vodacom

Issue 1: Change of debit order date.
17.04.2020 I sent an email with a copy of my account, ID and an email request to change the debit order date as my salary date changed.
The email was recevied (automated response received) but the debit order date is still as it was.
I even telephoned to change it and the lady said it will be changed (unfortunately I did not record her name).
im over the first issue by now.

issue 2: Termination of contract at full term.
After numerous calls to the Vodacom cancellation number provided on Vodacom website - no answer, the number is either not available or just no response.
05.10.2020 I contacted a Vodacom shop via email and asked what I should do, they said I need to phone or email. mmmm.
05.10.2020 I emailed cancellations@vodacom.co.za to which I received an Undeliverable email response.
05.10.2020 I also emailed customercare@vodacom.co.za with the same information to terminate the line but received no response to date.
09.10.2020 I emailed Customercare, Cancellations and Vodacombill with the same request - the email was at least "Read" this time but nobody replied.
02.11.2020 I emailed again - same story, no reply.
Since then, the debit order has debited my account - will I be reimbursed?
does a person actually work at vodacom or is it all automated?
Contact me on [protected]@afrit.co.za

I wanted to cancel my contract for the Mercer guru pro laptop purchased on the 8th of October 2020 at clearwater mall. I called on saturday the 17th of October 2020 because the laptop was faulty and they didn't want to assist me and said that I should cancel the contract, they even gave me a number to call for contract cancellations. Please note that I returned the faulty laptop, router and sim card to the clearwater vodacom store manager today the 19th of october 2020. Please note that I was still within my 14 days grace period and they still debit my account.

CLM4234345

I'm writing to inform you of an issue that I've had with trying to process an insurance claim. I first called Vodacom/Finrite on Wednesday 14th October. The person attending to my call told me that my phone was not insured and gave me the reason that it's impossible to have three phones insured under one name.
The story then changed when the realisation was made that Kutluano Mbele, who we had submitted our change of cover details to, hadn't processed the update. It took days for this realisation to be made. At this point, Nazli Williams had taken over the process and was seeking proof that these change of cover details had indeed been sent. She wasn't satisfied with me forwarding the email trail and had to have it sent from the original email address. This took another couple of days of back and forth - not to mention countless hours of being put on hold and being told that I am uninsured and the claim is being denied.

Last week Thursday, I was then dealing with team leader, Thuto Mashigo, who was supposed to expedite this process. He informed me that since the change of cover hadn't been processed, there were back premiums that needed to be paid. He couldn't provide the amount outstanding, or the bank details to which these amounts would need to be paid. On Friday, I was told I would only be told of this amount on Monday. It was only at this point - 8 business days after my first call - that I was sent a claim form.

On Monday I was told I needed to provide proof of purchase for the device in question - surely this should have happened way before this stage?
I was given the back premiums amount on Tuesday, not Monday as initially promised. I then scrambled around for banking details to make the payment and sent the proof of payment, within the hour. Thuto said he didn't receive the proof of payment and I had to resend it, again, within the hour.

Once the back premium payment was received, I was told the claim had been approved and I needed to go to a store to process it and get the device replaced. I called about 15 stores to find out if they had the device I was looking for. Eventually, the Vodashop at Vodaword told me they had the device. I went the following day (Wednesday, 28th) to find that they don't in fact have the device. The attendant at Vodaworld told me I needed to go to an iStore, to get a proforma invoice for the device and send it to claims. deviceinsurance@vodacom.co.za. I did this on Wednesday and when I called an hour later, there was nothing on the system. I then emailed the invoice to Thuto directly and was told it would take 7-14 days for the payment to be made. I expressed that this would not be acceptable as this process has already taken weeks of my time, countless hours on the phone and unnecessary drive to Midrand.

Thuto informed me that he would be in contact with the finance department to make sure that the payment was processed in 2 days or less, and that the proof of payment would be sent to me. We are now well into the second day and I'm still being given the runaround by your department and would like for your intervention to see this process come to an end.

To date, I've been on the phone, whether on hold or otherwise for close to 8 hours with your department. I've had the line dropped and no one call me back. I've dealt with at least 10 of your consultants. It has been far from a pleasant experience and need this brought to your attention.

Please could you give me a call as soon as possible, to give me your feedback on what has now become a traumatic and time consuming process. This to me smacks of gross incompetence and customer service that is seriously lacking.

Desirable resolution: Do what you promised to do when the insurance policy was initiated.

Absolutely the worst experience in my life its been almost 2 months now without fibre because evry time we phone in the have a different story about our relocation they seriously need to work on it i would not recommend anyone use them if you are going to relocate

Please please help

I have been on the phone all morning with no sucess

My bank account is being debited every month with r76 per month. I phoned vodacom on 12/06/2020 to not upgrade the following numbers [protected], [protected], [protected]. I spoke to cyril and he gave me a reference ofsello 2020/06/12. He assured me that the last payment would be the monthly instalment.

Today I have spoken to 5 people. One person said the r76 was for [protected] which has not been cancelled. When I got to cancellations she told me that number had been changed to pay as you go. She asked her supervisor what I must do as I have no phones on contract. Call customer care. What a disaster. You cannot speak to anyone. Tobi is a disaster. He always tells me he cant help me.

Please advise what am I paying for?!. Cancel what ever it is for.

Hope for some service

You can contact me on [protected]. I want to know what the deduction is about, how can vodacom deduct funds from my bank but nobody can explain to me what it is for. I am a pensioner and living in the old age home and are tired of not getting assistance.

Hi my name is Ndivhuwo Ramudzuli cell no 072 274 8988good afternoon I was extremely disappointed today morning when I visited your store in Giyani Masingita mall by an unethical behavior that one of your consultants gave to me, I was there for ebilling but unfortunately I was could not be helped as the woman was rude to me and was on whatsapp, she even told me how stupid I am and I tried calling customer care while I was there to provide evidence that I contacted them before and they directed me to vodashop for prepaid ebilling, the service that woman is providing to customers is poor and she was not even wearing her name tag but I hope the manager of that branch has to resolve this matter as i'm highly indignant, the service I get from her is poor she just doesn't care about any customer you should have seen her attitude towards me like.. Do whatever call head office if you can.. That is what she end up telling, I think I should part ways with vodacom if this is how I will visit a branch and be treated in that manner

I cancelled both my contract in 2018 for iphone 6 and wifi router but vodacom continued to charge me without my knowledge and had to stop the debit which resulted in me being in credit bureau.. This year when I was trying to buy a phone on contract I was told of the vodacom debt that resulted in credit bureau. I never got a letter or email even sms from them (vodacom) notifying me about my debt, it was just a suprise to me that I owe them and had not tried to apply for another credit I wouldint have known about all those stories, no statement from them to show how much I owe them, nothing. Not even a phone call and they have now tainted my name to credit bureau. Worst service I ever received from vodacom, very unprofessional, how do you list a person who is unaware of her debts to credit bureau. Very disappointing service provider.

Please see below complaint I've posted on Social Media (Facebook/LinkedIn)

Warning do not do business with these operators who sell on behalf of Vodacom. These companies work aggressively to sell LTE contracts and upgrades. They suddenly added a new account on my profile BUT when you phone Vodacom they tell you nothing can be done and give you a number nobody answers. Vodacom are trying to push as many LTE deals as possible to ramp up deals for the upcoming 5G network. Please anybody add to this if you have the same concerns.

On 16/10/2020 I was not able to log onto my work servers. When testing the speed I found that both upload and download was less than 1 Mbps.

I logged a request, SR201016-759964, This was closed without any reason.

I logged another request, SR201016-759968, This was also closed without any reason.

I tried calling, but gave up after 5 minutes of waiting. I managed to get thru to the service desk on Sunday morning and logged request number SR201018-763352.

This is the 4th day of outage and still I am unable to log onto work.

If I'm a day late with payment, never mind 4 days, you will be quick to remind and nag me...

So what compensation do I get for not being able to do my work and not being able to access entertainment?

Hi there

I have a recurring problem in that my service gets suspended every second to third month.

This is due to a r4000 data amount that was added to my bill in april/may 2019 (or that is the first time I became aware of it)

I have now, since may 2019, logged 7 disputes, the latest reference nr being [protected]

Every second month, I get a message from vodacom, saying that the resolve to the dispute is to phone collections. The result is that the dispute then gets "resolved" on their system, and still I have no details or explanation for the data added (r4000)

The latest dispute resolution in june 2020 said I have to contact vodacom law enforcement, with an email, and no contact nr

After 3 emails to "vodacom law enforcement", with no reply whatsoever, my service got suspended again today... Reason being:... R 4000 still on the bill from before 2019

With my last call to the dispute department, I was told that no further dispute could be logged due to this dispute already having been logged 7 times

I am no way closer to a layout? Explanation for r4000 data, and my service is still suspended!

I am trying for months now to receive information Regarding my Contract. Via email and visiting a Branch. Is this plain poor Customer Service or just people don't care about professional Client Service ?

WHEN IS IT GOING TO EXPIRE !

Veronica Kleynhans
Acc: [protected]-4

[protected]@gmail.com

Cell: [protected]

I make use of a vodacom wifi dongle in order to work online.
I pay a lot every month for this and a 80GB vodacom data bundle that is supposed to have a speed of 4Mpbs.

For the past 2 months now I have been struggling to work as the speed are often 0.2Mbps or slower. They don't know how to resolve the problem.

Have tried everything suggested sovar and its doesn't work.