Vodacom
Reviews and Complaints

My cellphone contract with Vodacom was migrated without my consent. I have been receiving emails from Vodacom collections regarding an outstanding amount, but no communication was sent to me. Since May 2023 I have liaising with Vodacom and to date my dispute has not been resolved. I have also been in contact with Elite Mobile and nobody can assist. Between Vodacom and Elite Mobile I am transferred from one person to the next, have to relay the whole issue and still no resolution.

Vodacom and Elite Mobile are pathethic with their aftermarket customer service as well as their incompetent staff.

Service - I was signed for an upgrade last year September 2022 and need proof of purchase on the phone taken Samsung A3 Core, as the phone as trouble I have been to a service centre in Umhlanga the phone got a new board installed and the problem still persist with the phne just getting pop up mesage and looses connection, cut on a call and it is reall frustrating .

All I want is proof of purchase and cannot get through no channels for good service 082135 is too busy cant wait forever tried vodacom store they cant help and rewardsco does not have any thing that am asking for

call me urgently [protected]

Good morning.

How are people experiencing Vodacom?

This is my 2nd complaint on HPeter, after I visited branches in person, various e-mails, phone calls.

I have been with Vodacom since 1998, if I remember correctly, latest 1999.

On the 3rd of March 2023 I signed a new contract at Vodacom, Mall at Reds.

I have the contract with me, on Black and white, R429-00 per month, the option that I chose. That included airtime and data. I did not choose any extra services.

My account was debited as follow:

March: R588-99;

May: R1330-86;

June: R614-99;

The reason April, no payment, I changed banking details.

I Withdrew all my money from the previous account to the new one.

I do have all the emails where they actually confirmed that the debit order details has been changed and March already went through on the new account.

Suddenly, April, they want to debit or might debit the previous account.

I received an email a day or 2 before the debit order should have been deducted, that they might still debit my previous account.

I immediately transferred money over, not enough, I transferred just enough for the debit order, the amount of the contract and bank charges.

Needless to say, deducting up till now, R614-99, my contract amount R429-00, so debit order was returned, extra bank charges I had to pay.

I do understand the double amount in May, although, it was due to negligence from Vodacom, not my side. All correspondence I have as proof.

I wrote a complaint on Hello Peter early June.

A Vodacom consultant phoned me.

Firstly, so unprofessional. Children in the background, busy with "one", for me being a woman, sounded as if she was breastfeeding. Put me on hold, so she could "settle" her baby. I remarked that it was inappropriate and unprofessional.

Then she told me, as I mentioned the wrong amount deducted, I am paying for services which I required extra.

Why would I sign a contract for R429-00? The Vodacom employee, read everything out to me. I read it through, signed on the dotted line as agreement was discussed.

Never asked for any extra services.

Then, she said, if she deducts all the services, the amount adds up to R435-00.

R6-00 more, this is not about the relative small amount, it's about the principal. I signed for R429-00.

What's the use of a signed contract then?

R6-00 extra from each Vodacom client, quite a huge extra "income" for Vodacom?

I had 3 phone calls, I told her, I should be refunded, due to the difference of the debit orders amount and the contract amount.

I received an email, case closed.

June, my debit order deducted, still R614-99.

I really think the bad service and "way" how it's been handled, is pathetic.

My friend, had an illegal SIM swop in Vodacom. His account was more than R20-000 for 2 months. Took him weeks to sort it out, numerous trips, parking expenses, inconveniences. Vodacom, said, there will be a forensic investigation, he will be informed.

It's been more than 2 years, nothing, no reply up till today.

My question now, all these services added, or additional R6-00's, if that happened in Vodacom, why do they close a case, nothing changed?

It takes time, it's inconvenient, they are paying a consultant a salary who as far as I am concerned doesn't do her job.

I need this to be rectified ASAP.

Ridiculous answers, havents paid for the last 3 years my handset, why didn't suspend services, money deducted each month.

Have tenants myself, you can't expect or take money from someone that's not on black and white.

Feel sorry for the "captain of this ship". Paying salaries for so many incompetent people. They must look at the reviews on Facebook.

I need my refund which is lawfully enforceable.

All scenarios mentioned, still have all the documentation to prove my statements.

Cecile van Zyl

PS Have a photo of my agreement, having trouble to attach it.

My elderly Mom tried to cancel her contact and was under the impression that its been cancelled, based on the attachments. However her account was debited again and I realized she didn't follow the process to completion. On 11 Aug we went to Vodacom at Midlands Mall & was advised that the only way we could cancel the contract was by calling 082 1958. At that nr Verona explained the process to me. My Mom was mailed the quotation, but she didn't have the app to open it on her phone. I'm based in Durban and she in Howic. So I told my Mom to call the 082 1958 nr and ask them to mail the quote to me. She spoke to what she could make out to be Muchlin, it could be wrong because she is hard of hearing. He said he couldn't send the quote to me, I suppose thats a fair comment. But what irked me is that whoever she spoke to, said that to cancel her contract would be VERY expensive, but he could downgrade her. For a Samsung AO3, blue, touchscreen (do you even get any other phones than touchscreen?) so for the grand price of R479pm (her current contract is R352) he can offer her 1.2GIG of data & 400min talk time. The AO3 costs R1700 outright. How do these people even sleep at night if they prey on old people like that ? Thinking they're stupid. My Mom was roped into taking the contract in the first place by a telemarketer. The reason I want to port my Mom to Mtn is because her data just vanishes. I've seen it with my own eyes.

I was billed for my fibre for May 2023 and the again for May 2023 with the next billing that was send out. I have send various e-mail messages with no real solid response. On both billings my debit order was successfully taken for the full amount each time. I have also tried to phone on various occasions and get passed from department to department without any success.

Network has been giving us problems for a while now and this is the 3rd I’m reporting it with no help whatsoever and it’s frustrating and we can’t make contact with anyone outside of our area.

The network might be affected by load shedding but it can’t happen all time and everyday of the week. We can even go up to 2 weeks with out network as I said it’s very frustrating to know that even our service provider isn’t trying to fix the problem and the issues that we have regarding the inconsistencies in the network.

Morning,

I would like somebody senior in the Customer Care department to go through my Vodacom fibre account and check the many interactions I have had with Vodacom from when the fibre line was installed to when, after much unhappiness, I had no choice but to terminate the Vodacom fibre service on 13-Jul-2023 due to the poor Vodacom service. What has made my Vodacom customer journey even worse is Vodacom still then go ahead and deduct a full month. I escalate this to Venessa Govender and CC Tyron Smith. I then receive new invoices yesterday, the 7-Aug-2023, for a fibre charge from 7-Jul-2023 to 31-Jul-2023.

My concerns were raised to a few of what I believe were senior Vodacom persons to get these issues resolved but this has not helped. Tyron Smith, Venessa Govender, Kevn, Ziad Limbada are just a few of the persons I have dealt with. This has not helped.

A point I am still getting clarity on is how Vodacom can upgrade my fibre line by simply sending me an e-mail to notify me it is being upgraded. At no stage did Vodacom call me or request me to accept the fibre upgrade. Vodacom simply upgraded my fibre line before I approved and accepted this. Is this legal? I am exploring this. What was even more concerning about this is when I picked up my line had been upgraded, Tyron Smith got Kevin to call me to resolve. In the conversation with Kevin, I was told Vodacom would be doing the same in Jul-2023 and asked if I would like to automatically be upgraded then. I again expressed my concern with how Vodacom do these upgrades and gave Kevin the specific instruction not to upgrade my Vodacom fibre line. This was ignored as the Vodacom fibre line was upgraded anyway.

There are a lot more details to be shared. I am not happy with how Vodacom have treated me as a Vodacom customer. I feel this service is totally unacceptable.

L S

Re Account number S 6438845 of Hendrik W van der Steeg (since early '90's)

I like to convey to the board of Vodacom that for a customer to get through to the cancellations extension one needs the patience of a saint,

There is at present only one "valid" contract ([protected]) expiring on the 25th of March 2024 with monthly payments of R199-00.

However, my monthly debit order from Vodacom amounts to R425-00 per month excluding debit order charges)

You are herewith instructed to cancel the following contract force with:

Contract [protected] expired 04-12-2022, monthly payment R408-00.

Kindly confirm at your earliest convenience

Henk van der Steeg [protected])

I am writing this letter to express my deep dissatisfaction with the service I received at the Vodacom store located in the Cradlestone shopping mall on 4th July 2023. The entire experience has left me utterly disappointed and frustrated with Vodacom as a service provider.

On the mentioned date, my daughter visited the store on my behalf, seeking to replenish my prepaid data bundle. Despite my sim card being only approximately [number of months] months old and loaded with R200 airtime previously, the store clerk sold my daughter a new R200 data bundle and loaded it onto the existing sim card. However, he neglected to inform us that Vodacom reassigns mobile numbers, resulting in the loss of the airtime/data on the previous sim card.

Upon realizing the error, we returned to the Cradlestone store on 16th July 2023 seeking assistance. After several discussions with store staff, we were finally approached by the manageress, Ayesha, who admitted the mistake and promised to reverse the initial bundle and reassign it to a new sim card we had to purchase. Along with this inconvenience, I was forced to spend an additional R200 on data, which I shouldn't have had to do if the initial process was handled correctly.

To add to the frustration, Ayesha assured us that the reversal process would take 7 working days, but it is now 8 days past the deadline, and there has been no indication that this process has been completed. Repeated attempts to contact Ayesha via the provided mobile number have gone unanswered, and she has failed to return any of my calls.

Today, 4th August 2023, my daughter visited the store to inquire about the status of the reversal. However, she noticed that Ayesha, who was present at the time, quickly retreated to the back of the store, seemingly avoiding her. Upon asking for Ayesha, my daughter was informed that she was not there, but her presence was evident moments before. The staff member she engaged with outrightly denied the refund or reversal despite Ayesha's previous promise. Instead, he had the audacity to place the blame on us, suggesting we should have checked the validity of the initial sim card.

As a customer, I find this entire ordeal completely unacceptable. It is Vodacom's responsibility to ensure its store clerks are well-informed about internal processes and policies, and the lack of proper training is evident in the way the situation was mishandled. The customer should not be held accountable for Vodacom's process failures, and it is incredibly disappointing that the company is not taking ownership of its mistakes.

The recorded conversation between my daughter and the store staff further exposes the dismissive and unprofessional behavior demonstrated by Vodacom employees. The fact that my daughter was escorted out of the store by security without any reasonable explanation only adds to my dismay.

I am highly irate and appalled by the lack of care shown towards customers by Vodacom. This incident reflects poorly on the company's commitment to customer satisfaction and raises concerns about its internal policies and processes.

Unless I receive an immediate resolution to this matter, including the reversal of the initial data bundle and a sincere apology for the poor treatment we have endured, I have no choice but to terminate my association with Vodacom and encourage my extended family and friends to do the same.

Sincerely,

Prem

Sim that was used by my ex after we separated was brought under my attention. I arrange to pay due to being a pensioner and did not have full amount. On 28 June I paid R200 on the 29 June I recived a call from the collection department. I was told to pay only R184 and that the rest was discount given by Vodacom. I immediately paid the amount as per the agent. I took it from my grocery money duento the fact that Vodacom was kind enough to grant me discount.

Just to be harrased daily by 3 to 4 calls and every call has a different amount owing. I sent a mail to custoner care asking for voice recording to be listend to as to confirm my side of the story. No feedback and still harrassing calls daily. Please revert back to me the soonest. I was prepared to pay outstanding balance, R168, this month but being a loyal customer for many many years I deserve better service than this. Since my very first cellphone I only had vodacom as service provider. I deserve at the least not to be lied to or if there was a mistake made by agent to be informed in a respectful manner. Im waiting for your response.

[protected]@gmail.com

[protected]

[protected]

Kind Regarda

Rozita

There hasn’t been any network since Thursday and it’s only available when people move from one place to the next which is causing an inconvenience. The network connectivity hasn’t been working properly for the past few weeks and we are aware of the fact that load shedding has affected that also but not having network for days on end is really frustrating on people.

Good day

I'm would like you to cancel an order or end the contract because this order was processed without my approval, I tried so many times to call your centers without any success because what they told me was that when the courier gets here I should turn the order back and I did exactly that , but to my surprise after returning the order ,the following day I get an sms saying "your vodacom order has been successfully processed " as I speak now I have the third order coming .

I did everything as this is affecting my credit score, I even went to the vodacom store and they couldn't help me ,they told me that I should call them ,I did call until my number was blocked .

Please cancel that contract because I don't want it! If you can't cancel it I will be forced to open a case .

My contact number is [protected]

Yesterday i realized that my contract was upgraded 100% in 16/02/23. I would never have done this. I queried. this and received a message this morning that it has been reversed. Today i phone again to find out about the two payments with the increase that went through, and i am told the same rubbish. I would not agree to an upgrade. How can they upgrade without my permission. I must assume its fraud and theft.

Good day i have opened a case of fraud ref number EC-1M46-1U2PI with Vodacom regarding the account that was opened in my name without my knowledge and i was promised by Vodacom they will do the investigation on the side. I then receive an e-mail on the 19 0f July that confirmed that the account is fraudulent, and they will send to collection admin team to change Ithe status of the account and remove from the listing. To my Suprise I am getting call every day from the attorney from VVM who say i must settle waiting for Vodacom to resolve the matter. This issue is really affecting my work and health and seems as if there is lack of communication between the two parties (Vodacom and VVM attorney)

I have a Data contract with Vodacom for just about 2 years now. The sim card has been used in a mobile modem since I received it so therefore I vould not receive any sms messages on it. For a few months now I realize that there is purchased content on my account. When I phoned vodacom to enquire about it I was informed that I subscribed to this purchased content myself. They would investigate it and cancel it and then refund me but it never happened. As I never received any sms messages on it I could not subscribe to any so called purchased content myself. It seems this is an inside job at vidacom where the vodacom staff share in the profits of this purchased content

- [protected]

- [protected]

Several complaints and disputes logged with Vodacom complaints team, I highlighted to them that I had immigrated on 17 October 20021.

I have attempted several times from abroad to query (1) why these lines are active, (2) cancel these lines.

The number [protected] relates to a line which I active during 2017, this was renewed again in 2019. As you can see, I am abroad and from communications with you have been out of country since October 2021. Why this line has been renewed without my authority and consent is concerning.

I hereby request, insist that this line is cancelled with immediate effect. I did not authorise the renewal of the line. I am not in the country and cannot understand how this was done without my authority.

In relation to the second line that has appeared on my statement I demand documentation and proof that I had activated this line. Please provide me with signed documentation authorising the activation of this line. I was told by the service centre that this was done in 2022. I was not in the country and certainly this was done without my authority. I raise a concern that this is internal fraud in one of your departments, alternatively that this is identity theft and, in this instance, want all documentation relating to this contract so that I can open a case at the SAPS and investigate a broader concern.

. There should be no lines active in my name and the money that are collected by debit order are without contractual grounds and therefore unlawful. I will be notifying my bank similarly that these amounts are being collected unlawfully and that the debit order has to be refused on their side.

I requested evidence of the contracts that have been concluded by me and I received a blank quotations.

This is the second time this has happened on my profile with Vodacom. I am not a customer of Vodacom; I live abroad and it is clear that your company is acting without proper authority or due diligence to take funds from a consumer’s account.

Cell no. relating to my query: [protected] (data only):-

On 21st April 2023 a sales person from Vodacom called and sold me a contract for a new home router as well as 250GB of data (150GB anytime & 100GB night owl) for 36 months for R279 monthly. He also stated that the data device was 5G. (Apparently this person was from Mondo).

As I currently have a data contract (Cell no. 076 070 00) which was only ending the end of Aug 2023 he said that this new contract would basically replace/cancel the existing one (like an upgrade).

I specifically asked him about this as I knew I still had a few months left of this contract.

When I received my contract via email (and new device delivered on 28th April) it stated that the data was for 200GB and not 250GB as he told me. And the device is 4G and not 5G.

I first called Vodacom on 2.5.2023 (Ref no.: RCO392682) to query this. No one got back to me so I followed up several times and each time a conslutant said they will follow up and get the relevant department to get back to me. One person did say that the investigation was found in my favour but nothing was done about it. I am still receiving only 200GB monthly. Another time I called someone also said that the 50GB was on a promotion and that it wasn't valid anymore therefore I won't be able to receive it. When I called another time, I was told that because the 50GB can't be given to me that my monthly charges would be reduced to R242 monthly but this has not happened as I'm still paying R279.

I also found out that this new data contract did not replace my current contract (Cell no. 076 070 00) and that because too much time had passed I cannot cancel it (without incurring charges) but must wait until the contract expires at the end of Aug. So for four months I'm paying for 2 data contracts which is NOT how the sales person presented it to me.

Applied for Fibre - was advised that OpenServe could fulfil our needs

Address was supplied and confirmed on Application 45 Lucullus Road, Joostenburgvlakte

Ref# SO230621-253552

Spoke to Lungelo 21/06 he was incredibly helpful - booked a delivery and installation

Saddick called 22/06 when he realised we had already been helped partially he put the phone down on us

Pilasande called again 26/06 and confirmed all was still on track and Fibre would be active within the 21 day period

Called OpenServe again - spoke to Mark Ref [protected] was advised by OpenServe that they do not have infrastructure to address needed & could in no way give us any timeline?!

Called again spoke to Lelo who basically informed me that I need to complain directly to OpenServe - she can not help me in any way - she was rude and incredibly unhelpful - I was told Not to worry as they would not bill me for lack of service ?!

I am gobsmacked and completely enraged by this attitude - we have wasted time waiting for something that could never be provided?! What do I do here ?

I bought a phone in 2018 from vodacom through contract. As per contract agreement, I called vodacom a month before end of 24 months contract and letting them they must close the account aftter the last installment because I don't want to continue with them and the agent affirmed that telephonically. Vodacom did not stop debiting my account and I reversed the debit thinking they are making mistake.

Vodacom then listed my account as non-payment and I lodged complaint through Helopeter website. Vodacom called, and promised they have now closed the account. They sent me statement affirming that but they did not send me letter showing they have closed. After some timme, I would still see that vodacom still continue to list me as non-payment. When I look at the statement they would send every month, they would add money and remove it after sometime to zero, and continue to add again.

Now, vodacom has handed over my account to collection agency without even informing me of taking that action.

Please help me as vodacom is ruining my credit score and now they debt collector won't give me space to breathe as they would call, and whatsapp me.

My name is Maria. I had contract with you, then last year iI finish paying. Then one lady from vodacom called me to say because I have completed paying, do I still need to upgrade, then I told her that I am no more able because of financial constraints, then she advised me to take another contract where vodacom gives me R158. 00 airtime every month for 2 years, then we agreed. The following months I received that airtime without any problem, until they no more supply me, there after they blocked my phone saying I am owing, the reason said to me was that they tried to debit but they did not get any money as little as R158, they I tried to scroll on my statement to check if ever there were unpaid item,non of them, they said the reason is that I did not report that I have finish paying the contract, I asked myself what was there oo their system. For them to open my phone they said I must make an arrangement of R100 until I finish that account.As a pensioner I am so stressed because I am paying for what is not my fault. According to me there is no need for me to call that I am finish with paying the contract which was for 2 years because the system is there to tell. I am so cross Vodacom is not treating me well. I don't know what to do.

What is worse, is vodacom who called me first.

Thank you.