Vodacom
Reviews and Complaints

I get 1G reoccurring data monthly. On 17 December 2018, I bought an additional 2G for 30 days, anticipating the Christmas season higher usage. Thinking that I would have more than enough data for December and January, I noted that on 2 Jan 2019, the reoccurring data for Jan is being used while once off remaining 1.4G is not being used and will expire on 16 Jan 2019. I went to Vodacom Brooklyn to ask to have it swapped around, but was told that the system doesn't allow for that.

This means that I'll will have to use up the 1G reoccurring data and the once off will expire on 16 Jan 2019, leave me 15 days without data.

To me that is an unfair deal.

I applied for a Vodacom contract with their offer of Huawei phone and bluetooth headset, and once off 10Gb data. I received the phone, data and headset, only to find that the headset supplied is faulty/damaged. I contacted Vodacom, and they said they do not replace the headset, they will replace the headset with the cell phone. I told them there is nothing wrong with the cell phone, and that the 10Gb offered once off was used to download apps on the cell phone. When I asked how will I get those apps onto the new cell phone, they said I cannot, the apps are lost, nor will they provide additional 10Gb to download apps on new cell phone that they want to take back in order to replace damaged bluetooth headsets. This is blatant fraud and false advertising, they offer the 10Gb once off with the contract, but if they supply a faulty unit/accessory, then the customer looses out on this offer. I have also had the phone put down on me 3 times by the service consultants at 082 1945, names are C. D, Gugu and Kageletho, trying to just speak to a manager to try and resolve this. This shocking service from Vodacom, false advertising, and fraud.

My Vodacom fibre service (account number: I7346311-5) was installed on 2 November 2018. I was told by the consultant who came to my home and took my order that I would not be charged for the first month (November), so that I could cancel my Telkom ADSL service, which requires 30 days to cancel.

I just got an invoice for November and December, and the debit order for both months went off my account. I called the Vodacom support line, and was told that the consultant did not specify a "first month discount" on my order, and that I should contact her directly.

However I do not have her details, nor the time to make further Vodacom support calls - both the wait and the calls themselves are quire lengthy.

Could you please resolve the issue as painlessly as possible, and reverse the amount I was charged for November.

On 1 December 2018, no data or airtime was loaded. After numerous calls, posts on facebook page, etc, it was FINALLY loaded on the 3rd of December. I then had to fight for my previous month's data that was just taken. Whilst waiting for Vodacom to sort out their error, I had to purchase data.
Same story again on 01 January 2019. No data loaded. A call to the Call Centre, and we are told it is an upgrade issue and nobody is there to help (yet I upgraded in July, and between then and end November, no problems).
On 02 January, I went to a Vodacom store, only to discover that Vodacom had REMOVED my My Meg 500mb data bundle (which is valid for 24 months) and that was why I was not receiving my data. Funnily, the amount I must pay remains the same.
The vodacom shop kindly logged a service complaint [protected] (the first number could be an I) and STILL the problem has not been solved and STILL I am without data.

My contract states that I will receive my airtime and data bundle on the 1st of every month. For the last two months - I have had to fight tooth and nail to get this matter resolved AND incur unnecessary expenses by having to purchase data.
How much longer must I wait and how much more must I spend before this matter is resolved?
My next stop at close of business today is the Ombudsman and National Credit Bureau as Vodacom seems to think they can do what they want and we, the client, the idiots contributing towards their empire must just suck it up!

Good day

Last week, Tueday 17 Dec 18, Vodacom phone me with regards to my current contract. They could see how much I am paying and on which contract I am currently on. As it was due for my upgrade, they were offering me 5G for R200 a months, and because I am loyal customer for more than 5 years, they are also sending me a Huawein router for free. They said my number is not going to change, everything stays the same, I am just going to pay less now.

Few hours later, i got an sms that says, your Vodacom order and the package is on its way to our couriers.
Didn't place an order? Email [protected]@vodacom.co.za

I immediately emailed, as I was a little bit unsure of the 5g, they said nothing about airtime.
I asked them, not to deliver and please explain to me first the 5G, etc.
Got an response with an reference number, will be in contact in 24 hours.

they never contacted me back and the next day, they delivered my parcel.
Few hours later, another SMS, your number 082... Has been activated
I phone 082 111 right after I got the SMS, can't help me, I must phone the next day, as they are already closed.
Friday, 21 Dec 18, I phoned again, they told me it is a separate contract that they opened and has nothing to do with my cell phone number, I asked them to cancelled it. They can't I must phone
082 1945
After talking to so many people that morning, they said they will arrange with courier to come and collect the parcel this week and then I must phone again after 4 days to cancel.
They refused to give me an reference number for my call and if my query has been logged.

I am still waiting for the courier, I phoned in 7 days time to cancel, it is highly unacceptable.
Now they are going to deduct money from my account and I still don't know what is going on.

on 27th of December my partner and I went into a vodacom store so that we could pay our account. We entered the store in a very good mood and were greeted by a consultant who clearly does not understand basic customer service. While my partner and I were stood by the counter mid transaction the consultant proceeded to help everybody else but the customers that were infront of her, she decided hugging her friends was way more important than helping us pay our vodacom account to add to that she even went as far as committing gift card fraud all while we were just trying to pay our account. When we confronted her about the poor service she then decided to shout at my partner. When asking another consultant for an email address to complain as well as the consultants name she decided to scratch out the information so we would be unable to complain about the service.

Part of the problem firstly is that there was no manager in the store which then allowed the consultant to think that she was able to speak to my partner however she pleased and showed the both of us that she has no regard for how she speaks to paying customers or any regard for wether or not she keeps her job. This was evident when we asked her fig she would speak to us in this manner where the manager was there and she replied "yes, I will speak however I want whether he was there or not." This is not the standard that we are used to when entering a vodacom store and it is a gross violation of respect on the part of the consultant.

The consultant in question is lady by the name of Ntombi Khumalo and I feel that the managers need to deal with this situation with outmost severity in order to insure the standard of customer service is reached because this clearly an individual who does not want to work in the store so subsequently they should not be let to. I would like to be kept in the loop with regards to the outcome and If no action is taken I will escalate it further myself.

regards
Michelle & Theodore

Good day,

I have been forever waiting for a settlement letter from Vodacom for a fraudulent account on my name.

The account is [protected].

I have made a couple of attempt to get the letter by calling without any success.

Vodacom has also not been able to have this updated with ITC. This is having a negative impact on my credit profile.

So I requested a settlement letter so that I can clear my name myself.

The issue started in 2017 around September and or October when I defaulted on my payments and then I consulted with Vodacom Customer Care where an arrangement was made but to my surprise the service was stopped. All the 3 numbers that were on contract stopped receiving minutes and data. No calls or sms's could be sent on these numbers. I understand that I still had to pay for the instruments that we received with these contracts but why must I continue being billed for a service that I do not get and when I asked the question no one could answer me. I then requested for the contracts to be cancelled but they refused and told me that I still need settle the account and only then I could cancel the contract and I must wait for the contract end date before I could do so. The contract came to an end March 2018 but the billing continued without service and this time it was worse because the numbers could not receive calls or sms's anymore. The amount owing never went down regardless of the payment being made and I would go to Vodacom Customer Care Centre where I was told that they can't assist me I must call Customer Care and the Call Centre is the only place where I can raise such queries. I called the Call Centre to cancel the contract as soon as it reaches its expiry date and also to dispute amount in the invoice that is forever rising, the agent advised that the contract would be terminated however I will still have to pay the outstanding balance. I had no issue with that because after the terrible experience that I have heard with these Vodacom I just wanted to cancel these contracts. I have never had any of bad experience with Vodacom for over 10 years that I have been their contracted customer until recently. They do not have skilled agents that can deal with extra ordinary queries and they make things worse for the customer and they do not have working escalation process to direct such queries to a more skilled team that can give such queries with the attention that they deserve. Every time I called the Call Centre for assistance I got even more frustrated because no one seem to understand and or give me helpful advises in terms of what needs to happen, how and when.

I need to know why these contracts were billed fully but without service and why the billing continued after the contract end date had passed even after I have requested for the contracts to be cancelled or terminated when they reach their expiry date?

I need for the outstanding balance to be reviewed and corrected so that I can pay the true amount of what is owed if any.

Your Urgent Response will be highly appreciated.
Regards
Ntombi Kubheka
[protected]

I went to your The Marc store today 27 Dec 2018 to do an upgrade. I was told by a collegue last week that the staff at Nedbank Head Office get better deals. I travelled from Kempton Park and was there just after 9am and greeted the 2 ladies. I was asked very abruptly can we help. I stated that I was informed what I heard about the special deals. The 1 lady just turned her head looked at me and sadi NO there are not specials for Nedbank. Not 1 of them bothred to ask if there was anything else they could assist with. They both turned away from me and carried on with the laptops in front of them. If that is the way your staff deal with customers I feel very sorry for Vodacom and their shops. I walked away very disgusted as even if there are no specials they could of at least assised me in my upgrade.

I have in the meantime done my own upgrade via the internet, so thank you for nothing The Marc Vodacom, you will never see me again and belive me when I say I will tel people of the pathetic non existant service received.

My cell nr is [protected]

The december deal booklet reflects the smart data 1gb plan as r199 per month for 24 months but when you select a device then it reflects the plan as r269 per month for 24 months which also adds the devise premium as an additional cost separate from the subscription fees. Vodacom is cheating their clients into paying more than what the deal is actually advertised for. Check the contract prices on page 13 of the deal booklet.

I had taken in my phone to the Rosebank Vodacom shop for repairs which they sent to Sandton to be repaired. I couldn't collect my phone immediately after the repairs were done and on the 7th December I called Vodacom repairs in Sandton to find out if my phone had been sent to Rosebank or if they still had it and the phone was still in Sandton at the time. I then informed the lady that I spoke to that I had just paid the excess and because I was paying from FNB to Standard bank I cleared the payment - at an extra charge of R45 immediately so that there wouldn't be any issues upon collection. I asked that lady to keep the phone at Sandton as I would send someone to collect it for me and I even emailed her the proof of payment whilst she was still on the which she confirmed receipt of.
I was surprised to hear that my phone had been collected by the courier when my mom went to collect it and was told that I would only get the phone on Tuesday (18 Dec) which was an inconvenience for me. Had I known that my phone would be sent to Rosebank even after making arrangements to collect in Sandton I wouldn't have wasted my money on clearing the payment immediately and on the parking fee at the mall.
I am greatly disappointed in the service I received, and it's such a pity that I didn't get the name of the lady I spoke to.
The lady that assisted my mom upon collection also confirmed that she overheard when the customer - me called and made arrangements for the phone not to be taken to Rosebank so it beats me why my phone was sent there.
I look forward to hearing from you.

unhappy customer

Lebo
[protected]

I am situated in Standerton. I use my Vodacom phone for business purposes, I must be available on my phone 24/7. From Tuesday 11 December 2018. The network reception is poor. You can't phone, sms etc. For long periods you don't have reception, I cant phone customers, cant place orders, cant take any bookings. While talking to a customer the signal just disappear the call gets cut, for up to an hour you cant use the phone due to poor service. I am sure that at the end of the month they will recover the full amount of my contract fee. A contract should be honored by both parties, the service provider as well as the client. I pay for a service I am not getting. Contractual I must pay so, contractual Vodacom should ensure that I get the service I pay for. I phone the local branch to lodge a complain and get feedback on the poor reception. They could not give me a reason for the poor reception. So, if they don't know who should know what the problem is.

Good day

I have been waiting for vodacom to resolve my account since August 2018, until now not his is done,
On this contract [protected] my premium is R 74 for 500MB monthly, and it has been increased to R79 without my knowledge and is been paid up to date,
statement is showing a different amount which I do not have a knowledge of
I Ram delivered 2 contract phones on the 28th of July 2018,
The phones were never activated therefore the airtime was never used,
Due to affordability and my unemployment situation they were returned to Vodacom and vodacom has acknowledged the receipt of those packages

Therefore since August to current they have blocked my contract [protected] I have not received my 500MB and the contract is paid up to date
I have contacted your call centers here are my
Reference :
[protected], [protected]
[protected]

Kindly assist

Kindly Regards
MB Bosoga
E:tumi1.[protected]@gmail.com

[protected]
[protected]

I have been a loyal vodacom customer for many years as I was pleased with their services but this year I'm absolutely appalled by the service I have been given.

Earlier this year in February I played the shake everyday competition and I won a huawei y3 lite. I received a message saying that I will be contacted within 2 days to confirm and claim my price. I was not contacted and decided to call myself and the consultant said I wud be called after a day. I was called by vodacom, they confirmed my ID number, reference number, cell phone number, address and I was told that the phone will be delivered within 30 working days. I waited and nothing was delivered. I then called vodacom again and I had to explain the whole story again and I was told the matter was escalated and I wud receive my phone in 2 weeks. Guess what after 2 weeks nothing. I then called numerous times every 2 to 3 weeks to try and claim my price to no avail. The consultant didn't know anything, I spoke to managers and received promises and excuses, they blamed the courier company that was supposed to deliver the price. Its December and to date I have not received the phone I won and was promised would receive in March. Now I want to know why is it so easy for vodacom to introduce completions but so hard for them when they need to deliver customers winnings. Why have I not received my phone to date and what recourse is there for me because I feel cheated by vodacom that failed to deliver on their promises. Highly frustrated and disappointed. Are compettitions a ploy to get new clients knowing full well that if they win their prices will not be given and they will find it impossible to claim their winnings, I think so.

For the past 3 werks we in Eshowe have had no to very limited reception. To phone and complain is impossible as the signal can disappear any time.
Please look into the matter as this is a service we are paying for.
A number ofpeople using Vodacom has complained aboutbthe same problem. It must be a fault on your side.
Please can this be solved as soon as possible?

Incident last month.
Monique vryburg branch [protected]
I'm take out a insurance on Wi-Fi and Vodacom do not want to replace or repair it.the back cover came loose be course of the batt that swells up.im in a wheelchair and very unhappy with Vodacom.Why do I pay for insurance.My legs jump without helping for it so my wi-fi falls a lot.I want to go to court with this

My name is Karen Cramer and I have been a loyal customer with Vodacom having 3 contracts with you guys. I have logged a query on customer services on the following days with the query numbers 6 October ref no003S~SCR4, Nov 25 ref no 002G~00T0 and 5 Dec ref no [protected] and still no response

My query was having Vodacom find proof of purchase of my apple iPad mini as I needed it for Apple to deregister the Apple id on the device. My nephew was using it for school and the whole of term 4 he did not have an apple to use for E learning.

The service is ridiculous from customer services where they say within 72 hours we will have feedback. Still waiting till this day for a response.

Good day

Re: Faulty Samsung Gear fit2 Pro Serial: R5AK6026P1D

PLEASE can you help me, I bought this Samsung Gear fit2 with my contract in September 2018, 3months later the band does not start up anymore, I phoned Vodacom Direct and after holding on for 40 minutes they said someone will contact me to arrange the pick up to resolve the issue.

But after a week still no one phoned me, I am very disappointed with this service, I always believed Vodacom is a GREAT company with trustworthy and reliable after service but lately I am very disappointed with your service.

Can you please urgently help me to get my Gear fit2 fixed or replaced, because I am still paying for this device and will be paying for two tears BUT it is broken after 3 months?

Attached is my invoice and Serial number of band please help me.

My husband's contact number on witch name the contract is: [protected] (Reinier Van Zyl
My number: [protected] (Mandie)

Kind Regards

Mandie Van zyl

I was offered to upgrade my two contacts with vodacom. The consultant and I agreed that it would take effect on 1 Dec. But instead she activated the contacts immediately and I was billed for both contacts twice paying double. I immediately notivied vodacom, but after 3 service request, they still did not credit the extra contacts. After the consultants promised that they would. I then requested that they cancel the upgrades wich they also did not do. I paid R5400 which is incorrect. I want to cancel the upgrade and switch to prepaid.

I have been trying to get my business contact activated from over a month.

My number was origianally on contract but then i cancelled it, paid the balance up in full during October with the intention of moving it from prepaid to a new business premium contract.

I have called the call center on numerous occassions, with no one able to assist advising it has been escalted bit days, weeks and months pass by with no change.

I open anther account for the new business which was done in a few days and thay account is active, but my original contract still has not been done.

The vodacom store consultant is calling daily to try resolve the matter amd everyday theu say it will be done and then nothing is done.

I habe been in contract with vodacom for over 10 years and this is completely unacceptable.

I will be cancelling all subscriptions an contracts of this is not resolved quickly.