Vodacom
Reviews and Complaints

I have claimed a lost cellphone and vodacom delivered a so called new cellphone using third party called car security sound center, the freezes and the battery last 2hours it does not send emails and MMS, I have reported this to cellsure customer care center, she gave me a third party number for me to call them, but this company ignore me in such a way that they don't answer my calls anymore, now I'm stocked with a new unoperational phone, the is now five weeks old but not working please vodacom intervene.

Since last Tuesday evening ([protected]), when we experienced a severe electrical storm in the Solheim/Sunnyridge area, cellular reception has been abysmal.
If I manage to initiate a cellular call in the Sunnyridge area, I am lucky to get 90 seconds of communication before the call starts breaking up.
I manage a Residential Estate in Mercurius Road, Solheim, and the same situation prevails there - our Intercom System uses the Cellular network, and this is proving problematic.
It is probably not ONLY the Vodacom network that is battling to sustain acceptable communications, but it is definitely affecting my Vodacom phones very badly.

Can you investigate?

I am staying in Piet Retief, that is Mark str 4a, Google it it's in town not rural.

In the last 6 months I have seen your network detoriate to the point where I have no reception and or no data signal

I have to walk around outside just to get a 1 bar signal to bring able to make a tel call, when I get that 1 bar signal I get not registered on network or some stupid error that prevents me from making a call

My business and all of its 14 employees whom I by the way subsidise for cell phones and airtime will no longer be paying Vodacom for "stealing" from us
Your gross incompetence to deliver a service which a pay a small fortune for has brought me to the point where I will advise people to move on to another service provider

That might not impress you since I am but 1 person but I am a business owner in a very small community and the impact and influence of 1 person around here carries some clout

Your network around our town plainly sucks and or is of a non existant nature

I was cold called from [protected] on the 26th november, the guy spoke very fast and we have terrible signal in the house. He promised to send me an email detailing the upgrades that were due. I was sent nothing. I want to cancel any changes that were made during this phone call. Since then I have phoned your call centre twice, where I was promised the information and nothing was sent. I was also spoke to jennifer phillips and begged for an account manager but she said we can't have one. The cold calling call has caused me endless stress trying to find out what was ‘agreed' to on the phone. Please can someone of stature contact me urgently to sort this out, otherwise I will take this matter further. We have a r5000k a month contract, I should not have to battle like this with vodacom!

We received two gift cards and followed the activation process. Just to my humiliation my Husband went to a Homemark store in Eastrand Mall on the 29th of November 2018 to make use of the cards when they advised me that my cards are not activated, this after activating the cards about two day ago. Disappointing, the store the manager said that they get plenty of customers with the same problem, which is true, and that Afrizon is responsible for these issues! They even said the price that i see its not the price i'm going to pay with that voucher, but that its not even on the terms and conditions. I'm still calling them every 30 minutes even today but to no avail, Being a customer of Vodacom for so many years, I'm going to cancel Vodacom and port to another Service Provider due to this poor service where I the customer who had to humiliate myself with un-activated gift cards in a public store., and be busy spending my petrol to go to that store and be send back and forth.

I have had network signal in Modderfontein Edenvale Gauteng since Saturday 1 December 2018. I contacted them on 082 135, and they were unable to assist me, I went onto their online chat and that was just a waste of time, they told me to contact 082 135, which would be great if I could make phone calls. I have 2 phones both with vodacom and neither of them is getting signal. Phone numbers [protected] and [protected]. All I want is someone who can tell me what the problem is. Regards
Hilary Geyser

I went to the Vodacom Shop in Greenstone and enquiry about the promo of the Alcatel2008G as a Christmas gift for my heard of hearing father. Wednesday (28/11/2018) the Sales Lady told they never received it not even 1 unit, being persistent and enquiry but when will Vodacom have she informed me Friday. Well I went there on Saturday the 1/12/2018 and an other Sales Lady told me no the never received it and there is no stock at the warehouse. So I told her, then rather remove the advertisement as this will avoid Customers enquire about a product besides being against the CPA, of false advertisement with no stock, then she turned to be obnoxious and blatant rude. Clearly that Manager cant manage his staff the treat Customers properly and clearly Vodacam does not care about the CPA. That shop should rather close as its doing more harm than good to the brand.

I have a problem that every time I have air time in my sim card it decreases automatically without me having used it. Mostly I buy all net minutes so that I save my air time. Whenever I have purchased R12.00 all net work minutes whilst my balance is R100.00, I expect to have R88.00 as my balance until my minutes get finished but unfortunately I find my air time being far less than R88.00 maybe R33.00 or lesser and when I recheck my balance I'd find that I still have let's say 44 minutes all net. That frustrates and infuriates me as to what and how my air time would just moraculously evaporate from my sim. Please do something on this I really need intervention.

After paying an amount of R 745 via EFT to Vodacom on the 22nd of November, my services were suspended yesterday due to " arrears". I phoned their customer care line only to be treated with disdain. I informed them that I have proof of payment but due to my service being suspended I can't use my banking app to resend a copy to them. To add insult to injury they charged me an unblocking fee and said I'm free to go to another service provider as it is my choice.
Shantonise, the team leader, was not very helpful either. Despite being a loyal customer for over 17 years' it doesn't seem to be a priority for them to rectify my problem. I was told to email proof of payment and they will forward it to the accounts department. This after I even confirmed the time the payment was made. What happened to customer satisfaction? I was left to feel like a fraud as they won't take my word and long-standing loyalty as leverage to solve this matter.
Today, the "arrear " is still in place and Dorah, the consultant at Customer Care, 135, or her supervisor, conveniently couldn't hear me and put the phone down after letting me wait for 22minutes.

I've been a loyal customer of Vodacom for 14 years. I've spent almost half a million rand on Vodacom accounts. I have no cellphone reception and now assistance from Vodacom. I'm running two business's from my property and I'm losing a lot of clients and money because of Vodacom. I've got ten Vodacom devices on this property. Vodacom has promised towers in our area for the last three years and still no one has come to test the signal. A signal booster is the least Vodacom can provide me as a loyal customer.

My vodacom sim ([protected]) has been blocked, it has been more than three months and the unfair part is that, debt order has been running as normal but sim is not functioning l have tried to get help at ermelo branch to seek help but nothing seems to come right. Please assist as l can't use my tablet hence the is deducted from my account every month

My Name is Yoliswa Mhlongo and my cellphone number is [protected].
• I received a sms on Monday 26-11-2018time 17:35
• The sms notified that the instruction to port to MTN was received, if I didn't request a port reply with no: 1 or call [protected]
• First I reply with a sms.
• I then immediate called [protected] and notified them that they must block the request because I have sent a request to port.
• The lady I spoke with told me that they received more complaints daily regarding the unauthorized porting and it not their duty to call MTN.
• She then sent a sms with MTN number.
• I called MTN at 08:00, 18-11-2018.
• I asked them to send me the request sent to them in order to port my number.
• They told me that I must report the case to ICASA because they don't have any instruction, instructing them to request a port from Vodacom
• I then asked them to port my number back to Vodacom.
• They reversed the instruction and informed me to call Vodacom and request them to accept the rejection.
• Called Vodacom and spoke to Mpendulo, who accepted the port rejection from MTN.
• He told me to remove my SIM card and all will be normal after 24 hours.
• I did as he requested.
• Morning of the 28th my SIM still shows MTN and I then call Vodacom.
• I spoke to a lady who told me the same thing that the number shows inactive on her side.
• She told me that she logged a call to back office.
• She also told me to remove the SIM again and check after 24 hour.
• She requested an alternative number to brief me before 24 hour is up.
• I gave her [protected] and she never gave me feedback as promised
• Today the 29th, I called again to confirm if I can insert my SIM to my phone to my surprise the lady told me that the number is still in-active.
• She told me that there nothing she can do. She said I must wait for back office to sort out my case.
• I requested the complaint department number and she told me that there no telephone number for that department.
• I asked the ref number and she gave me Ref : EC_1KVW_1E1FMO
All I am requesting is to have my number activated:
• I need to transact on my internet bank account.
• Cannot communicate on urgent family matters
• My business partner cannot get hold of me due to the bad service I received from Vodacom since Monday 26-11-2018.
• My life has been messed up by this and the service I have been receiving is pathetic.
• For the past month Vodacom have been messing up every time I call.

I have been to Vodacom Canal Walk and after spending an hour and 30 minutes with ticket number T136 I asked the assistant that worked at the entrance what is happening as I only wanted to do a sim swop, she then said that she gave me the wrong ticket and I was issued with a new ticket, this time ticket number B172. I was so confused as I got a new phone delivered to me with a sim but had no idea how to activate the device, the first thing the lady at the entrance wanted to do was to sell a screen protector, when I got to the section with ticket# T136 the first thing I was told was that I need to pay R275 for the data transfer which I refused to pay, the consultant then said we can do the transfer at home. The gentlemen at the counter for ticket# B172 was so arrogant, he did not greet at all and first wanted to see the ticket before he helped me. Needless to say I left the store with a phone I still could not use and very disappointed in the service I got.

Ive been contacted by a Vodacom Agent round about 18/10/18 for a data deal which wont affect my current installments. After clearly explained to her and her Supervisor that I dont want to pay any additional monies on top of existing contract, they assure over a recorded telephone call that I wont pay any extra funds on top of my existing contract, infect I will save. I also ask her that this is not a 24 month renewal.
I phoned Vodacom on the 30th 4 days after the delivery of the device just to confirm no additional contract. On return my suspicion of rhis whole rhing was correct, the lady at Vodacom did mislead and provide false information knowingly after a client repeatedly ask to confirm that he wont be charge any additional fee. I than request the lady to logg an internal complaint which is stil not resolved

Vodacom online phoned me on 9 nov informing me that I am due for a upgrade and will have my upgrade delivered to me within 2 to 3 working days via ram couriers.

After a week not hearing from them, I followed up on my upgrade only to find out that they do not have my delivery address, that was given to them on the day of the sale.
I was asked to make contact with vodacom online and after several attempts and 2 hours holding for an operator someone answered to change my address. Vodacom then gave me the surety that the device will be delivered the next day. Another week went pass not hearing anything from vodacom. This morning 22 november I phoned them only to find out that the original problem still exist and that they do not have my contact details and delivery address. The operator then informed me that she cannot help me and I need to contact online sales. Online updates the info and when I follow up the data are still not updated after three attempts. I know want to cancel my upgrade and vodacom tells me that I con not do that?
Struggle is ongoing... To cancel all my contracts with vodacom due to bad service!

I have been trying to resolve a matter on behalf of my Mother. This has been ongoing since July 2018, with no resolution. I simply cannot get any person to resolve this matter. Tried to speak to a manager but just not possible. Either they are in a meeting or their lines are busy.

My Mother has been billed for a Galaxy tablet since November 2014. The matter was raised with the fraud department who confirmed a fraudulent transaction.

My Mother provided me with a power of attorney letter to deal with this matter. The letter was submitted to a Riael Salomon on the 4th of September 2018.

My Mother was credited with R2527.78, which is nowhere close to the amount she has been billed, which amounts to over R8000 according to the account statement invoice provided by a person called Akona. I disputed the amount credited to my Mother and since then absolutely no response. The number in dispute is [protected]. I have directed emails to the CEO, Mr Shameel Joosub, but did not even aid in resolving this matter.

My Mother's phone has been suspended again [protected]). Her bill for her cell phone and data card does not exceed R206.00 per month. How can the R2527.78 credit be used within three months with the amount she should be billed.
Vodacom or more specifically Monica - accounts department refused to assist me without my Mother confirming, however, she had an operation today and could not confirm, despite a power of attorney provided, either unable or unwilling to get from the person mentioned above. I find this extremely insensitive to expect my Mother to confirm having just come out of operating theater.

I want her phone unsuspended and money reimbursed for the fraudulent contract into her bank account.

Regards,
Heather Horn

I found out that my data contract was extended end of January 2018 without my consent in Pretoria. I contacted them with this and they asked for affidavit and ID copy and I sent it. They investigated and said it was confirmed as fraud. In June after the contract had lapsed I decided to go and cancel the monthly data because I am not using it. I have been moved from one department into another each time I try to fix the problem..

I have decided to stop paying for it because they have even frozen the services that I was paying for.. My number is [protected]

I have had a Vodamail account, operated by a 3g dongle for many years, the username was [protected]. On 14 April 2018, I upgraded the contract to a Router, at a Vodashop in the Pavillion, Durban. The assistant were very helpful, but told me that apparently because I did not know the dongle password, they needed to take out a new contract with the number [protected]. Sometime in September, I suddenly could not access my emails, because "my user name was not recognisable". I went into a vodashop, and was told that the username, which I was still using, all along o82 771 7975, has been cancelled by the Vodacom system, and was no longer accessible. I have been to many vodashops and spoken to many consultants over the Vodacom helpline, but nobody has been able to get my emails working. I am paying monthly for this contract, and it is a disgrace that I have been put to so much trouble to try to us a contract for which I am paying. The last Vodashop I visited, told me that the number [protected] must be made available to me by Vodacom, in order for me to be able to use my email account ever again. Is there somebody who can actually reconnect this number, or do what does a client have to do to use a service that they are paying for?

I keep getting "private number" phone calls. Vodacom just said I could not answer them but I need to be able to do so as Telkom is battling to contact me to do my land line installation. How can I either return a call or open the call? Your customer care did not help me at all when I rang just said I cannot! What kind of help is that? Surely they should have tried to help me resolve m problem or send me an email telling me how to go about it? I have been with Vodacom since 2008 I do not know why i have stuck to them with such bad service.

On 4th October I phoned Vodacom Fibre contact centre to inform them of my relocation, what my options are and ect.
The call Centre lady advised me that they will be able to relocate our Vodacom Fibre lines to the new address through Frogfoot - SO18004-018907 because Frogfoot have coverage and Vodacom not.
Lady I spoke to was Noku and Thecko - indicated the process can take anything from 2 -3 weeks to be processed, which was perfect because I only relocated on the 27th October, so close to that time my Fibre will be ready and running at my new place.
I also received a Vodacom Service request update email on 04/10/2018 indicating the relocation and my SR number - SO I have proof this was requested on 4 Oct 2018

10 days later
18 Oct 2018 I received a email from Lebogang Mahlangu (FTTX) with my SR181001-018891 number with the Frogfoot packages available to us, to do the request for a quote and process the relocation
NOTE: In that email Lebogang clearly indicated that the new order will include a Interim LTE which will be free for the first month until my fibre lines is connected and active
Again received an Vodacom Service request update email with my SO181004-018907 nr to update me on the progress of my relocation status.
19 Oct 2018 I replied to the email from Lebogang:
Indicating the package that we want from Frogfoot -20/10 Mbps for R705.13 Uncapped
In that same email I asked him to explain to me how the cost and debit order will work going forward between the Fibre and the LTE and the relocation
19 Oct 2018 -Lebogang replied to my email:
"Vodacom debits in areas and collects in advance. You have already paid for October 018 subscription and I have suspended the account until the Fibre is installed and active at the new address. This means that you will only be debit in December for November at a pro-rata (depending on when you are activated) and also be debited December for December"

So - This means our account should have been suspended from 1 Nov 2018 (because on 1 Oct we paid per debit order for the month of Oct) and UNTIL the fibre is active NO debit order should be deducted from my bank account ---YET on 1 Nov Vodacom deducted the full amount from my bank account R999 and until today the debit order is not refunded yet. So Vodacom took R999 from my bank account after clearly indicating on email that NO deduction will be made, and I have no LTE router or Fibre to use or show for it?
22 Oct 2018 -Received an email from Vodacom for the LTE Router
SO181022-512180, Quotation was attached for approval .

24 Oct 2018 Lebogang send me an electronic quote to approve for the LTE Router to use until the Fibre is installed:
"The 1st month is free and there after you will pay R599 untill installation is complete. Once Fibre is installed and active, the LTE portion is cancelled. At NO point will you have to pay for both Fibre and LTE. You are only paying for the one you use."
24 Oct 2018 - With this feedback, I approved the electronic quote from Vodacom as requested by Lebogang.
24 Oct 2018 -Vodacom email send to me:
SO181022-512180 Vodacom Fibre Confirmation Letter
On that confirmation letter my correct relocating address is on (1 Maronella Villas)
Solutions ID: 2-[protected]
Email received afterwards indicating the Status changed to "OPEN"
26 Oct 2018 I emailed Lebogang informing him that we are moving out over the weekend, I wanted to confirm with him if there was anything else except for the routers I should unplug or take with me just to ensure I have everything needed.
26 Oct 2018 Lebogang replied back - "Please move with your router only, the ONT box stays behind at the unit. The LTE Router will be delivered by RAM. The box will comes with a router, sim card and dongle. You will insert the sim into the dongle and into the router. Your new SO is SO181200-512180, please use the SO number to check how far RAM is with the router delivery.

1 Nov 2018 I send an email to Lebogang
R1388.35 (R999 is for Fibre, balance is my cellphone contract) was deducted from my account on 1 Nov 2018 after you clearly indicated to me that NO deduction will be made for the Fibre portion until the Fibre is installed. YET Vodacom deducted the R999 Fibre amount from my account.
LTE is not delivered yet, I phoned RAM and they have NO record of the package or the SO number.
5 Nov 2018 I send another email to Lebogang
1. Do you have any feedback on my email send 1 Nov regarding the debit order
2. LTE Router, where is it, when can I expect it?
I also explained to him the importance of the LTE Router / Fibre relocation (hence the reason why I logged the request in beginning of October so that we have enough time for the relocation) I work from home and I need Internet to be able to run my business.
6 Nov - I send another follow up to Lebogang regarding my emails send on 5th and 6th November

7 Nov 2018 - I phoned Lebogang to ask what the hell is going on, and why is he not answering any of my emails. He told me to phone the Vodacom call centre for answers, he is unable to assist me with answers.

Wow---after a month of constant communication, Lebogang is unable to assist me with basic customer care service?
So I phoned the customer care centre and the following came to my attention:

This was the email I wrote after my call (almost 57min) with the customer centre

To:, "Mahlangu, Lebogang (FTTX), Vodacom South Africa (External)"
Cc:
Bcc:
Date: Wed, 7 Nov 2018 11:00:47 +0200
Subject: SR18104-018891 -relocating of Fibre Lines
Good day Vodacom and Lebogang

I am so angry and fed up with Vodacom, I am speechless.

Lebogang, I have been communicating with you for the past 3 weeks regarding my relocation of Fibre lines, LTE Router intrim and today when I phoned you, you told me to phone the fibre service department to follow up,

Firstly, I would like to thank the Service Centre operator -Sibusiso - for your friendly service, really much appreciated, you kept it cool while I was so frustrated with the Vodacom service, and you were extremely helpful and friendly - Thank you for that,

Lebogang, I had to find out today that not only is the address incorrect for the fibre installation, all my contact details including my email address was incorrect AND the request for the LTE was never even placed from your side. This is ridiculous.

Service Centre -Vodacom & Lebogang

AI even received the Fibre confirmation Letter with the correct address, how can the system have all the information wrong now?

I am disguisted with the service, and even more that Vodacom is deducting the money from my bank account but we have NO internet. Seems like Vodacom can get everything wrong, except for the bank account number to take money.

I need answers TODAY. I want to know when the Fibre will be installed, and when the billing department will correct the deduction that was made from my account on 1 Nov 2018.

If I don`t get any answers today, I will cancel the fibre re-location and my contract with Vodacom, (and the balance will not be deducted from my account, because the problem is not on my side, it is on Vodacom`s side) This by far have been the worse service I ever received from Vodacom, or from any service provider.

Again - Thank you Sibusiso at the call centre for all your help this morning, you are one of the few people that still know how important CUSTOMER SERVICE is.

Lebogang I need answers today, or my contract will be cancelled today.

Regards

As you can see: After my phone call to Vodacom Customer centre it was as if the communication and information between myself and Lebogang for the past month did not exist?

Everything was wrong, nothing was ordered, no Fibre relocation was established -NOTHING was done - ALL THIS ONE MONTH LATER, by not only receiving emails from Lebogang but ALSO the electronic emails from VODACOM?
So AGAIN after my call I received the email
Email received from Vodacom SR181107-077142 and abstract nr SR18104-018891 - Fibre request have been logged with Customer care

On Monday the 12th November I was fed up, I called the Vodacom call centre again, firstly asking on what the status is on my SR - not only was the two different SR numbers both "OPEN" and loaded (that actually duplicated the whole thing) nobody was able to assist me, not even a Supervisor? I requested that the service contract with Vodacom should be cancelled immediately, I will not be held responsible for any cost involved for the remaining of the Fibre contract because I am not at fault here- VODACOM AND LEBOGANG is the problem. And I requested that someone must send me a confirmation email to confirm the cancellation of the Vodacom Fibre contract as well as the cost that will not be on my account and that NO firther deductions will be made from my account.
AGAIN I received an Vodacom email stating my SR181107-077142 status have been chanhed to "OPEN"
The call centre confirmed that "Janine"from the Admin team will give me a call to confirm, I even triple checked that my correct cellphone nr is loaded so that I can receive the call.

14 Nov - Now my blood is boiling - No one has phoned me yet, no email have been send to me confirming the cancelation and confirming the cost that will not be on my account.
I phoned the call centre AGAIN - Same story all over again, no one are able to assist, the cancellation request was not even loaded on the system and AGAIN someone from the Admin team will phone me back by 16:00 today with feedback.
15 Nov - STILL no phone call, no email, NOTHING!
I received a email from Vodacom welcoming me to Broadband Connect Wireless Lite SO181022-512180 on my NAME. I immediately phoned the call centre because I did not request or order this. The call centre could not even retrieve the SO number on the system and had no idea what I was talking about.
On that same call I followed up on the progress of my current problem, and Vodacom guess what…..STILL NOTHING HAPPENED. This is a freaking joke, a clown show, but you are playing with my money and my life. I have to rent office space at R5000 for the month just to be able to work and have internet because you are useless and pathetic.

Now I want to know what is going to happen?
1. I need a proof of cancellation for my Vodacom Fibre contract
2. I need proof that the debit order is cancelled and that NO fibre fees will be deducted from my account ever again
3. When will the R999 deduction of 1 Nov 2018 be reversed and refunded back to me?
4. I need a letter confirming that I will not be held liable for any cost involved for cancelling the contract before the expiring date because this was done due to BAD Vodacom service, unprofessional VODACOM service and incompetent staff and service. This was not negligence from my side.