Vodacom
Reviews and Complaints

Our company has 2 devices with data. These have not been able to be used for the past year as we have not been receiving data.

I have phone numerous times but get a different answer every time I speak to some one.

Out of desperation now been sending emails & still I get wrong information.

Because I phoned in & not have a ref no I don't have proof that this account was queried. We have to pay for data we have not received otherwise we are being handed over. NICE! DON'T DELIVER A SERVICE BUT STILL GET PAID FOR IT!

[protected]
I went to the shop yesterday to book my phone for repairs
when i get there i was first told i must my phone to Jabulani mall
2 weeks back i called in to find out where is the nearest shop i can take my phone, i was told by the call centre agent not to take my phone to Jabulani i must take it to maponya mall
then i waited the guy who helped me went to the staff room and when he come back he told me the sytem to book phones was offline

I found it inappropriate after they tried to chase me to jabulani mall now the system was offline.

It inconvenienced me, cause i knocked off ealry at work to take my phone there only to find out i wasted my time.

i still have to knock off early again, its unacceptable the level of service i got

Hi,

I have taken a contract phone with data from Game Stores with vodacom data received on a monthly basis. Vodacom does the deductions and since the beginning theyu have not adhered to the deduction date. I have lost complete track thinking why they not deducting and when they did deduct, it was over R700.
When I called customer care they said that its arrears and that every installment missed is a R100 ADDED to your installment and a penalty fee.

Now when checking my contract, I saw that my deduction agreement with them is the 26th of every month, hence they seem to wait till the last date of the month and then deduct or they dont deduct. The consultant I had called even told me that " there was no money in your bank account " I have bank statements to prove that their was money in my account for the 26th of every month.

These people are not adhering to our agreement and I am going to see my lawyer about this TODAY.

They dont even send you a notification out of courteousy just to say THANK YOU FOR YOUR PAYMENT or YOU HAVE NOT PAID YOUR ACCOUNT

I am livid with this company and I wish the authorities can assess them AGAIN as they DEFINITELY are up to NO GOOD.

I got a contract with you through elite 2 years ago and am now eligible for an upgrade. I immediately said to the salesperson that I am unsure as I had a big hassle the last time with delivery and had to call and call to get it delivered. Regarding the fact that the device had to be sent in 3 times to be fixed was just as bad. I finally agreed when she assured me that I would have my device by Friday 27th passed and since I would have a Samsung device and not a Vodacom device repairs should not be a problem. I called last week Thursday 26th to confirm delivery for the next day and was told that there was no stock and they could not tell me when they would have with any certainty. After promising my 6yr old daughter a tablet I cant just say fine I will wait til whenever. The consultant Salomie Govender advised that I cancel the order and go do the upgrade at one of the stores. She informed me that she did the order cancellation as we spoke on the phone. I called various retailers and had one order the device I was looking for and it could be instore this Wednesday 1st. Friday 27th came and a courier came with a tablet in hand but without opening it I could not identify it. He said it was NOT cancelled and that I can return it within 7 days if it is incorrect. I accepted the tablet and it was indeed incorrect. Upon calling to have it returned I was told it can take up to 7 to 14 days which I said was unacceptable and insisted to speak to a manager. I was told an Angie Naidoo would call me in 20 min. I had to call back in 40 minutes and then I was told she is calling me on my cell. She said she apologized for the mess and will arrange for pick-up of the device 30th and paperwork to all be sorted out 31st in time for me to do my upgrade as planned on the 1st. I tried today to call her to confirm that she indeed did have time to arrange it as the consultant called me Friday afternoon after I spoke to Angie Naidoo and said it will take 7 to 14 days. She ignored my message I left 13:35 and again the one I left 15:15 which is ridiculous especially since she is a supervisor! I have been with Vodacom for many years, but this is giving me a reason to reconsider my service provider.

Vodacom References:
1- C4G HUO 58O
[protected]

On the the 27th of June 2018 R2 146 was debited out of my Bank account by Vodacom. I immediately phoned the customer service (around 20:00) regarding the matter of-

# Debited date was "changed" to the 27th, by Vodacom.
# How does Vodacom come to a invoice of R2 146 for a "Top Up Account".

In April 2018 I up graded my [protected] number. The Huawei Tablet was a "Out of the Box" failure. I waited almost a month for Vodacom to declare that the stated device is faulty. Eventuality Vodacom said I can take another device on the 19th of May 2018 of which I did. (Samsung Tablet).

Reference to Beancia Devenish sales consultant at Randfontein Vodacom [protected])

Genieve Isaacs from the billling division is stating that July invoice contains charges for May and June...

With continues follow-ups and one month later, I am still waiting for a resolution and my money which was taken out of account to be refunded.

Vodacom has poor customer and quality standards for a company that is national and well known in South Africa.

Suretha Claassen
My contact details: [protected]

Hi

I upgraded my cell phone contract with vodacom in May 2017, via direct telephone call with vodacom. I was not requested to sign any documentation and was not forwarded a copy of our telephonic agreement of terms and conditions.

Two months ago I started engaging with vodacom to resolve the following 3 issues I have with vodacom. I have chased these issues every week and sometimes more often in a week but all I have gotten is closed calls and ridiculous comments from the consultants who closed each query which clearly shows me that they did not even apply their minds.

1. I requested a copy of our telephonic agreement so that I could get more clarity on the below points. The consultants again had ridiculous replies as they sent me a copy of a quote, a quote can never be the final contract especially as the quotes they sent me did not contain a material aspect which was agreed to i.e the additional data bundles which clearly appears on my monthly statements but is not on the quote. I pointed this out to the consultants every week but clearly there is no application of minds at vodacom.

2. Unauthorised charges monthly to my existing contract. I did not agree to an increase of 40% on my existing premium for additional data and minutes. This increase has been forced onto me without even an affordability check having been done which contravenes the National Credit Act SA.

3. Poor network where I live. This is a matter i have on record having started querying for over a year now. a consultant offered me the option to cancel but when i called with the reference number to cancel then i was told that that was not logged as an option!

I have always been a strong supporter and promoter of vodacom by word of mouth however i have come to realise that vodacom is LIGHT YEARS away from achieving any form of customer centricity as I am a long standing customer of vodacom. I only request a cancellation of all of my contracts with vodacom as I am appauled to have to be treated in this way. I have emailed all the above queries as well and vodacom chooses not to reply so that i cannot go to an ombudsman on these issues. Again appauling customer service and shocking level of customer centricity ( a terminology im very sure they have no idea about).

Please can someone assist with my issues with vodacom.

Good day.

I note that this query of mine has STILL not been resolved.

Your Urgent response to this E Mail will be appreciated.

T R Alcock

—

From: Deon Du Plessis (AliSom) (VD) [mailto:deon. [protected]@vodadealers.co.za]
Sent: 26 June 2018 08:31 AM
To: R Alcock
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day Mr. Alcock

I Have confirmed that your query regarding the credit is with the EHOD of accounts awaiting allocation. Please notify me if you receive a sms or if any money is debited from your account as nothing should be. I will keep on checking on my side as well to see when credit is allocated.

Regards

From: R Alcock [mailto:r. [protected]@mweb.co.za]
Sent: 25 June 2018 9:32 AM
To: 'Deon Du Plessis (AliSom) (VD)'
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day.

Please note that to date I have not received a response to my query and in due course my debit order will gain be processed through my account.

Please advise me today of finalisation and refunds or whether I should cancelled my debit order and all contracts.

Your urgent attention to this matter is now warranted.

Thanks

T R Alcock

—

From: R Alcock [mailto:r. [protected]@mweb.co.za]
Sent: 22 June 2018 07:40 AM
To: 'Deon Du Plessis (AliSom) (VD)'
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day.

This matter is now becoming frustrating and should have been resolved ages ago?

What is the hold up or must I send an E mail to the CEO of Vodacom to have this sorted out?

The service I am receiving is shocking

I await your response urgently

Thanks

—

From: Deon Du Plessis (AliSom) (VD) [mailto:deon. [protected]@vodadealers.co.za]
Sent: 15 June 2018 12:48 PM
To: R Alcock
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day Mr. Alcock

I am still awaiting feedback however I am following up on a daily basis as soon as any information becomes available I will inform Sir.

Regards

From: R Alcock [mailto:r. [protected]@mweb.co.za]
Sent: 15 June 2018 9:01 AM
To: 'Deon Du Plessis (AliSom) (VD)'
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day.

Please advise me on progress with this matter which is now long overdue and my next debit order is about to run and hopefully it will not be for the incorrect amount as has been the case in the past.

Thanks

T R Alcock

—

From: Deon Du Plessis (AliSom) (VD) [mailto:deon. [protected]@vodadealers.co.za]
Sent: 11 June 2018 11:31 AM
To: R Alcock
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good day Mr. Alcock

I do apologize for the late response the matter has been escalated to Vodacom HO for assistance the moment I receive any feedback I shall be in contact with Sir.

Regards

From: R Alcock [mailto:r. [protected]@mweb.co.za]
Sent: 08 June 2018 8:45 AM
To: deon. [protected]@vodadealers.co.za
Subject: RE: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Good Day Deon.

Further to my below E mail I have still not received a response and action being taken with the complaint.

Thanks

—

From: R Alcock [mailto:r. [protected]@mweb.co.za]
Sent: 02 June 2018 11:06 AM
To: 'deon. [protected]@vodadealers.co.za'
Subject: Complaint re celphone numbers [protected], [protected] and [protected]-Cell phones registered inthe name of T R Alcock ID [protected]

Attention Deon.

Following our meeting at your offices yesterday I list below the chain of events which occurred when I attempted to cancel the contract on cell phone number [protected].

On the 30th July 2017 I called on Vodacom offices in Clearwater Mall following a robbery of my rooter and was assisted by your sales lady Monica.

My request to her was as follows;

I wished to have a new rooter and the contract on cell phone number [protected] cancelled.

I completed forms for the rooter and was given anew rooter at the time. Regarding the cancellation of the contract on the said cell phone she advised that she would have to contact her superior and would call me later on that day to confirm that the contract had been cancelled.

At 14.00 hat same day she called and advised that the contract had been cancelled and as such I accepted that this was the case. A few months later I did investigations at Vodacom Westgate and discussed the position with a salesman by the name of Tyrol who advised hat the contract had not been cancelled.

He in turn completed cancellation forms and confirmed that these had been sent of to the cancellation department. Based on this information I did not pursue the matter as I did not receive any statements on the cell phone and accepted that all was well even though my monthly costs had risen.

I again called on Vodacom Westgate yesterday following being advised that the cell phone bill for end of May 2018 was sent to my phone and equated to some R 400 yet the debit order that was processed to my account was R800 and was then advised that this was as a result of the contract not having been cancelled as instructed.

I then approached your office in Clearwater with this complaint and as requested I now advise you in writing of the events.

Based on the above I wish to have all the costs relating to cell phone number [protected] from July 2017 to date to be re credited to my account immediately as I wish to cancel this contract as I wish to move to pre paid. Please see contract signed by me where you will note that under this cell phone number Monica has written (convert to Pre-Paid)

Please ensure that this is cancelled and does not affect any of the remaining phones and rooter as above.

My son did leave his contact details with you and you advised that you would contact him by Tuesday.

A response to this E Mail and my instructions will be appreciated.

Regards

T R Alcock ID [protected]

_ Information from ESET NOD32 Antivirus, version of detection engine 17483 ([protected]) _

The message was checked by ESET NOD32 Antivirus.

http://www.eset.com

Good day,

My husband upgraded online on the 11th of June 2018. He received an invoice of an additional amount of R1900, without any explanation. After contacting Vodacom numerous times, going to the branch and emailing the accounts division, no one could explain the additional fees.

Please help us to sort this out. They now stopped our lines, and we cannot afford to sit without cellphones as he will be away from home.

Hi,

I would like to report Vodacom in Middelburg Mpumalanga.
There working hours on the door states they close at 18:00. Yesterday (25.07.2018) when I got there at 17:40 the doors were already closed. I asked them to open up so they can assist me but their response was "we are closed"
I told them it was not 18:00 yet but they refused to help me.

I am very dissapionted with Vodacom. I always fight every time I visit that store!

POOR SERVICE!

Good Day

I visited your Vodacom store in Canal Walk shop no 416 and spoke to the store manager, Morne Speelman. On application for a promotion of 20 gig for R149, as a precaution I explained that there might be a delayed credit rating on my profile due to an outstanding account which I had with Glocell which I have recently settled. Furthermore I explained that should he experience any problems, then he should contact me and I will provide him proof that the account has been closed and settled in full. On saying this, Morne then requested that I provide him with an ITC report. When I questioned this, he said that it shows on my profile that my credit rating has indeed dropped and that I couldn't afford R149 p.m. This I found strange since I havent even completed an Income and Expenses form and that I just recently qualified to purchase a vehicle. The ITC report costed me R80.70 to supply and according to the report I have an excellent status with no outstanding accounts. In fact Glocell shows a '0' balance. How can Vodacom justify my 'bad credit rating as Morne clearly confirmed that this is what reflected on my profile.

good day

I called your office today on [protected] to query my bill.
Ref: [protected]
spoke to Dorothy Segaole

I upgraded my cell phone with Vodacom, now I am being charged for my previous package as well as my current package.

when I was offered the upgrade non of this was told to me now I must just spit out money that I must get from where?

please find all my recordings of my communication with you guys I was not given that information, so best you let the consultant cover the cost because I will not.

I feel this is fraud and if that amount gets taken off my account I am not going to take action.

I am awaiting feedback from you guys ASAP

Contact Alethea Venter
[protected]

Good day,
On 13 July 2018 I was contacted by a marketing company on behalf of Vodacom, as my contracts were due for updates. I spoke to a lady by the name of Trisha Logan, who called me from [protected] at 10h25. Trisha offered me the following upgrade packages for 2 of my contracts (both packages are Vodacom Smart S packages):
Package 1 - Samsung Grand Pime Plus 2018 handset with 200 min talktime, 200 sms & 500Mb data for R289 p/month
Package 2 - Huawei Y5 Prime 2018 handset with 200 min talktime, 200 sms & 500Mb data for R309 p/month.
I told Trisha that I need to think about the offer, whereby she told me that I need to take up the offer before 12h00 that same day, otherwise I might not be abke to get that same offer again. I told her to contact me then at 11h30 to confirm by decision.

At 11h01 I was contacted by a lady called Rebecca from the same number. Rebecca offered me the same packages for upgrades, however the pricing was slightly more. Package 1 was R339 and package 2 was R359 with the same benefits. I told Rebecca that I was offered the same packages by Trisha for much cheaper than what she just offered me. Rebecca told me that the pricing she quoted me for both packages, was the correct pricing. She then referred the matter to her supervisor, and told me that she will call me later that day to find out if Trisha returned a call.

At 12h00 I received Rebecca' s call, as she wants to know if Trisha did contact me. I told Rebecca that Trisha didn't contacted me, and that I am not interested in an upgrade if it is going to cost me more as what I was offered in the 1st instance.

At 14h01 I received a call from Trisha, who apologise for calling me only then, as there was a problem with their lines. I told Trisha that I will take up package 2 for both my upgrades, which was the Huawei Y5 Prime 2018 handset, 200 min talktime, 200 sms & 500Mb data for R309 p/month. I aksed her again about the pricing and benefits, which she confirmed. After Trisha explained to me about the upgrade process, I was put through to a Manager who confirmed the upgrade, benefits and pricing with me.

On 24 July 2018, I still haven't received my 2 handsets on the 2 numbers due for upgrades. I then contacted the Vodacom upgrade dept on number 082 178 44 at 14h54 to find out why I haven't receive my handsets for the new upgrades. I was assisted by a male person called Christopher. Christopher informed me that 2 Samsung Grand Prime Plus handsets were couriered to me, however there wasn't a delivery address, so the handsets were returned. I told Christopher that I didn't order any Samsung handsets. Christopher also confirmed that the pricing of the packages were R339 p/month. Christopher called me at 15h17 & 16h51, offering me the mentioned Samsung handset, or I could get the Huawei Y5 Prime 2018 handset, however at a cost of R359 p/month. I told Christopher that I am not interested, as I was in the 1st place on 13 July 2018 offered these packages with cheaper pricing as what he offered me. Christopher said he will cancel the previous order for 2 Samsung Prime Plus 2018 handsets that went out, but not received by me.

On 25 July 2018, I called [protected], as this is the contact number of the company who call clients on behalf of Vodacom (and other service providers) for upgrades. I asked to speak to Trisha Logan, but was told that I nee to contact [protected] if I have any queries about an upgrade. I contacted above number, and told the operator about my problem. I was told that 2 x Huawei Y5 Prime 2018 handsets were ordered on 24 July 2018 for delivery to my address, however the pricing was R359 p/month. I told the operator that I didn't order the phones, and explained the whole story again. I was told that unfortunately this is the pricing and that nothing can be done about my problem. The operator told me she will cancel the order for the 2 x Huawei phones. The lady also told me that she will escalate a query, and that I will be contacted by the person (Trisha Logan) who initially contacted me for an upgrade.

At 08h39 today (26 July 2018), I was contacted by a male person calling me from number [protected] about an upgrade on my contracts. I told the person that I am still waiting for my 2 handsets since 13 July 2018. He told me that 2 handsets were ordered on 24 July 2018, however for a cost of R359 p/month. I told the person I didn't agreed to this upgrade at all, whereby I was told that the order for the 2 handsets will be cancelled.

To date (26 July 2018 - 13h45), nobody contacted me yet about solving my problem.
All I want is to receive my 2 handsets offered to me at the pricing qouted on the 13th of July 2018 by Trisha Logan. I am not prepared to take up any other upgrade, as then I have to pay for Vodacom's mistake. If Vodacom is contracting outside companies to contact Vodacom clients, then Vodacom must make sure the company and operators give the clients the correct information and pricing.

I have been told by all the operations the following when the contacted me: "Sir, all calls are recorded for security purposes".
Now I ask you, is it for the security purposes of the company that these calls are recorded? What about the customer, is it not for my security purposes as well? Can't someone please listen to the recorded call on 13 July 2018 between myself and Trisha Logan, and please solve my problem.

Thank you

Francois Marais
[protected]
f.[protected]@vodamail.co.za

Yesterday(25-07-2018) I bought 250mb social data that was suppose to be valid for 1 day and the purchase was successful, I logged on to my facebook for few minutes and the network was not responding and I quickly checked my airtime balance, it was 0.00 whereas I had airtime left after the purchase. So the social bundles were not available after all yet I received an sms in the morning(26-07-2018) informing me that my bundles had expired.

Vodacom bills me an astronomical rate which they want to deduct now end of month for out of bundle rates, whilst I am on a top up [protected]@
I phoned in to report this and to request a correction, and they say they can see on the system I am on top up but they cannot stop the debit order from going through.
I cannot afford this debit order to go through end of this month. Why can they not own the problem they created and FIX IT!

Vodacom is a joke, I have to submit my cancellation to change the cell phone to pay as you go, I have power of attorney over my husband's account and even received a reference from them that they received all documentation, they still have not cancelled my vodacom account. I keep getting transfered from customer care to cancellation department, to legal department. Legal department doesn't even answer my calls. One of your customer care staff pretended to be in the legal department.

Your business is a joke.

Good Day,

On the 23.07.2018 I went to Vodacom store at East Rand Mall the second store at entrance 1, my contract recently ended with Vodacom so I decided to port my number to 8ta "Telkom". The problem I have is that my phone is locked because their is a Vodafone protector on and it requires a pin which I tried myself first and I could not come right so I went remove the pin, the consultant who assisted me was nice he try to find out from his Boss or who ever that was can't remember if his name is Riaan or Johan who was very rude when the consultant ask him who, what and where it can be done and this guy was like no no no you must go to lake side mall to fix it why the hell did he had to say no so many damn times if he can't speak to people then he should not be there. I'm sure if I was white he would have said it nicely or assisted her / him. I was so angry I kept quiet and just did the sim swop for my other phone and left. I went to the Vodacom store next to them to find out if they can help and I was assisted the consultant took my phone and said I will help and took my phone and advise I should come and pick up it today. So if the consultants from the other store can assist me so nicely and did not even mention lake side once why could this person just did the same is it because it was not a sale, get your priorities straight we all spend money I did ask for it to be done for free.

My old contract ended, I got called and offered a 2 gig a month data for R200. I was not told this would be a two year contract - but a month to month payment and able to cancel. I tried getting hold of vodacom relentlessly to put and end to this new 2 year contract I didn't want. This was all done over the phone and I received no information or confirmation that I wanted to sign for a 2 year subscription.

After countless emails, no responses. I cancelled the debit order, now I am being told I owe money. R1000 plus to be exact. I refuse to pay this.

Hi

I took my LG handset (model LG G6-H870 to Vodacom shop eastgate for repairs on the 11/07/2018 the charging light was flickering the hole time without any charger plug in. They told me they must send it in for repairs as they could not do it at the shop, no problem with that. I did received sms`s to indicate the progress of the repairs Job Number [protected]. After a couple of days I received a sms stated that the device was ready for collection at the shop. I went to the Vodacom shop on the 12/07/2018 with all the require documents just to be very disappointed to received my device and it was still doing the same. Know they told me they have to send it back to the repair centre. I is totally very disappoint with Vodacom even the cell phone got been scratched, I ask for a lone phone this time but there are always none available as usually, now I must with out my phone for another 7-10 working days. I just feel is totally unacceptable to been treed by so big company Vodacom

I have been calling vodacom for cancellation since May for number [protected]. On the 14th of May they told me my account was in arrears with the amount of R408.90 which I immediately left. I was told that the contract would be cancelled. What poor service! Up to date no issue was resolved and I am still receiving calls that I am in arrears. On the 14th of June they sent me ref Jr's that my issues have been submitted, and still they keep on calling and because of poor service I am in arrears again, which I refuse to pay until I can trace and receive all recorded conversations.

On the 12 july I called the vodacom cancellation line but instead I decided to do an early upgrade after being convinced that it is possible. I was helped by a melusi, he was good and gave me good offers. He told me that I would receive an sms to confirm my order and then a consultant will also call to do the final confirmation.

The sms did come repeatedly and confirmed which depleted my airtime, but no phone call was forthcoming after repeatedly calling to check how far. Only monday the 16th after now complaining of the declining service did I receive a phone call from mothusi. He was helpful and the only thing I asked was to change the color of the handset as I have realised that my husband and I ordered the same handset of the same model and colour. Mothusi confirmed that he will cancel my contract but will resend it for reapplication and that the latest I will receive the handset will be on thursday the 19th july.
Thursday the 19th when I did a follow up I was told that my order was cancelled and was not resent back to melusi for reprocessing.

The consultant was rude and I forgot her name but I believe your calls are recorded for quality and security purposes. I was upset of the declining service of vodacom, instead she bacame impatient and rude.

Friday the 20th I called again, still it has not been sent back to the original consultant melusi and was told an email will be fowarded to him to call me.

Still waiting...

Maybe it's time I moved to telkom mobile
[protected]