Vodacom
Reviews and Complaints

I have been begging Vodacom for a statement for many months now. I have been in to all the Vodacom stores in Port Elizabeth and spoken to consultants at Vodacom over the phone but all with no joy or resolve. During the time that I have had many accounts with Vodacom - give or take 2 decades - not one did I pay late or not pay. I have been an excellent loyal client. My boiling point was reached when I kept purchasing data and it wouldn't activate and would start running up out of bundle charges but not all of these were credited and Vodacom refuses to provide me with a statement but now threaten legal action when I have no other avenues left to try resolve this issue. I have been searching for an Ombudsman contact name/number/email as I don't get any responses from emails sent to Vodacom and apparently they don't have a dedicated data department any longer and despite me pleading to see an itemized statement for the last invoice sent (which is the only one not paid up before my contract eventually and thankfully ended with them) I just can't get one. The is just plain and simple - NON EXISTENT. And they would appear to think that their customers have all the time and money on earth to drive around and phone around trying to resolve what seems to be impossible to resolve. I am at my wits end and just exhausted by trying to conclude this with them

Over a month ago I went into the Liberty Mall Vodacom Shop to purchase an iPhone 8 on contract. After processing everything I was told that they had no stock of the phone but they would order and it would arrive within a few days. Consequently I have been in 3 more times and phoned numerous times to find out when the phone is arriving. Their excuse is always the same - the warehouse has no stock of iPhone 8s. I cannot believe this to be true. They then went on to inform me that the VAT increase has affected the availability of the phone. This makes no sense to me whatsoever. I would like an investigation to look into this terrible customer service.

I was incorrectly billed on my vodacom contract. I complained and eventually my account was credited but not for the total amount and I am still being incorrectly billed since the credit was passed. I requested that the money be paid into my bank account but instead there were credits passed and it was not for the full amount. I have now received a bill with the incorrect amounts still being debited and would like someone to call me urgently as I am ready to cancel another of my contract with vodacom due to the incompetence of the staff and nonchalant attitude from supervisors namely, zolile ndunge and his call centre staff who drop the call and tell me that it is not their fault I can't pay my account... My account is now "in arrears" and I am so annoyed and frustrated at the poor level of service received from vodacom yet again but more so because it will reflect badly on my credit record. I just want someone to contact me and resolve this issue so I can cancel this contract and move to mtn.
Debbie: [protected]@gmail.com

We have 3 vodacom cell lines with vodacom.

The time came in August 2017 when one of the lines 072 060 * was due for an upgrade. This was put on hold and the contract ran its course to completion and went onto month to month.

In Feb 2018 the line 084 657 * which was due for an upgrade was done through a local agent and not online. THIS is where the problem started. The 084 657 * number was upgraded to the 072 060 * number, in other words escalated into a massive bill for handsets etc which should never have happened. From Feb to March 2018 after how many phone calls, reference numbers given, which by the way was told not valid when the next call was placed and number given, and the all time favorite word/sentence of Vodacom's time, "your call has been escalated" pushed buttons whereby I am still holding myself back from using choice language but refuse to be dragged down into the absolute pit of useless call centre staff, line supervisors and whoever sits perched on the hierarchy system of a once useful company that is slithering down a slippery tube of pathetic, void of service and lack of problem solving abilities that Vodacom is now becoming known for!

Around the end of March 2018 the so-called mix up of the upgrade and fees payable seemed to have been sorted but I am still not convinced and awaiting to to see what is happening over the next month or so. Vodacom call centre even phoned to say they were giving us R3k that we were overcharged... like WTF! (We said to them, no! after the last normal payment beginning April 2018, it would have seemed the overcharge was sorted, the correct - normal billing amount was paid and that was it) BUT if Vodacom want to give me free money again in future, I might just take it!

THEN! now in April 2018, it was decided on the line 072060* which was due for an upgrade in August 2017, we would now upgrade. Even though the UG sms kept coming back saying "there was a problem with getting my upgrade details" (that was because of the 084 upgrade cockup), an online application was done, reference numbers given by Vodacom etc. and it went off successfully. The primary owner of the account was contacted to verify the order and when asking Vodacom as a matter of interest what number had been upgraded due to the past problems we are told the 084 657 * had been upgraded! and not 072060*.

NOW! how does that work! You can't get things done properly at an agent on the ground, neither can you get it right with an online app! We have not received the new upgrade handset etc, and will not sign for it if it does arrive and also the problem we were told... you guessed it: "Has been escalated" and as of today, nearly a week later have heard nothing! I am sick and tired of this total disregard from Vodacom and as far as I am concerned, I will stay with my old month to month contract and Vodacom can go get stuffed! After many years with Vodacom, this is a very poor show!

My third contract number 072 970 * is coming up for an upgrade AND guess what! There will be no upgrade with Vodacom! I'll make sure of that! I will continue to do research, homework, suss out other providers and could switch and migrate anytime plus I will continue to slate Vodacom and their pathetic service to all and sundry every chance I get. Why? Because its my right and its also the right thing to do! The social media platforms are wonderful tools to use and believe me, I use them!

Good day Vodacom.

I am a loyal Vodacom customer, who has only ever been with the Vodacom network. Recently, however, I have been quite disappointed by your service though.

I purchased a new S8 Samsung galaxy about a month ago, which then had a software malfunction. On Sunday, the 2nd of April, I sent the phone in for repairs from your Welkom branch in the Goldfields Mall. I was told that my phone would possibly be ready by that Friday (6 April) and if not early the following week. I was traveling to Cape Town on that Sunday so phoned your repairs Centre that Friday to arrange for the phone to be sent to Cape Town. During this phone call, I was told that the parts for my phone had been received and that my phone's repairs would begin that day. I then phoned the following Tuesday (10 April) to find out what was happening with my phone. I was then told that the parts were recieved the previous day (Monday) and not in fact the previous Friday and that the phone's repairs would only begin the following day. Today, I once again phoned to query my phone's repairs, only to find out that I will only receive my phone next week Wednesday (18 April).

I spent a great deal of money at Vodacom and expect top quality service in return. The repairs of my phone have taken 7 working days longer than the initial promise. Regardless, of whether I had changed the return destination, I would have not received my phone last Friday or early next week. It is a great inconvenience to be without my phone for this long and expected more from the Vodacom Brand.

Megan Males

We phoned vodacom several times before leaving from jhb to Zimbabwe to activate the roaming to communicate on that side.. They sended an SMS and we did like they said... Guess what.. We were out of service for the whole time we were there and needed help in Zimbabwe but could not phone, SMS or anything... This is unexeptible, poor and sht service from vodacom...
We are going to switch to another service who actually want to help us when we need their help..

When you phone vodacom they have an attitude towards you as if you interrupted their privacy..

This is not the first time having a problem..

This is the last..

I have recently taken out anew contract at the Vodacom in Bayside Mall, Table view.

I have asked one of the consultants to assist me in doing a sim swap, she (cannot remember her name but she is the only female there) then told me she can cut the sim to micro size, I had agreed. She then came out and said the sim doesnt work and she thinks its damaged, yet its been working fine all the time! anyway she proceeded to say she will do the sim swap and I had to pay R20 for that. I had also asked her to unclip my new number as all the numbers that contact me is Unknown. She proceeded to say she would and I believed her. As it goes I had to wait 24hrs for the sim swap, well its been almost 3 weeks and my number is not yet activated on the new simcard and my new cellphone contract number is still clipped!

I am very angry as I do not have time to go back to the store as I am away on business and this is highly annoying because nothing works as I was promised.

if I could cancel this contract I would, I would move to a different network!

Cell number is [protected], I bought a contract phone on the 11/01/2016, apparently my last payment according to Vodacom was supposed to be on the 20/01/2018, which for me was the 25th payment, after a long fight with Vodacom and a complaint e-mail (which no-one responded to it) I gave up and paid that last invoice for January 2018 on the 20/03/2018 with a penalty fee of R100, so in total I paid R388.00 on the 20/03, as given by a consultant at Vodacom shop in campus square, Johannesburg, I then called Vodacom to confirm if the account is closed on the same day 20/03/2018, I spoke to a lady who said to me there's still outstanding amount of about R300 for February/2018 invoice, I asked her to investigate thoroughly I'll call back later, indeed I called back after 16h30 on the 20/03/2018 I spoke to Kamogelo who confirmed that account is settled and closed, she confirmed that my last invoice was in January/2018, she confirmed with her supervisor

to my surprise I received sms 11/04/2018 from Vodacom that they'll cut my number as I owe them, I called 082 1946 spoke to a guy can't remember his name, on 11/04/2018 around 10H15 -10H30 who confirmed that the account is settled, but the phone cut off as we were busy talking, I phoned again on the same day between 13H00 and 13H45 spoke to Nqobile who said there's still outstanding amount of R302 she said its a cancellation fee, I dropped the call phoned again, I spoke to a lady and asked to speak to a supervisor, I spoke to Ashwin Ebrahims he said that the R302 is for February/2018 invoice, I told him what his consultants said, he said to me he can't answer on their behalf I must take what he's telling me

I'm so tired of Vodacom consultants and their supervisor Ashwin Ebrahims who are so incompetent, how can 5 consultants talk a different language? aren't they supposed to be using same system?

I'm asking you to thoroughly investigate this and resolve this matter as soon as possible, it was the 1st time I took out a contract with vodacom and its for the last time, so is everyone closed to me family and friends, I would hate it for someone I love to go through the same trauma I went through

hopefully this will be resolved to my satisfaction, if not I'm taking this further

To whom it may concern

On the 4th of January 2018 I walked into Vodashop Somerset Mall in the Western Cape and paid my Vodacom account in full. I requested to have the contracts closed from there as I had no need for them anymore. I was assured that this would be done by the clerk assisting me. I even asked if I had to make any calls in order to complete any admin required. The the store assistant told me no.

Yesterday, on the 10th of April 2018 I received a phone call from Vodacom Call centre informing me that my account was in arrears which I found very hard to believe as I had requested the accounts which were paid in full on the 4th of January.

Now either the store assistant did not do what he said he would do or Vodacom clearly has no administrative procedure in place. Otherwise I wouldn't be sending this email now.

I have read online the infinite amount of complaints against Vodacom and am not surprised that this is happening. I will not pay another cent to Vodacom as this is obviously another case of either poor or no communication between members concerned and a blatant disregard for client satisfaction and service delivery.

I hope this email finds the right person who can actually do something about this because I am sick and tired of poor service delivery and total ignorance of what the client asks.

Don't get me wrong, this not a case of incompetence, it is a case of the paying clients wishes not being executed after payment has been made.

Regards
Jonathan Naude

Good day, my name is GC Rossouw I.D Number [protected].
I applied for a contract on the 31st of march 2018 at vodashop in river square mall in three rivers, vereeniging.
Although i have been approved for a contract and the sales person said i must choose a handset so i chose the huawei P smart handset and the phone was issued to me and the sales person had told me everything is approved and i signed all the documnets that was necessary, then the sales person gave me my handset and told me it is my honour to open my phone so i dd it and i was very happy and pleased for the service i recieved at the vodashop in three rivers, and the sales person told me that my connection will be done by the following day at 6 ó clock, after two consecutive days of no reception and no connection i went to the shop to enquire about my connection and the sales person told me that my contract was pre-approved and that i must return the phone complete with packaging in the order i recieved it and he said he will phone head office and the sales person said that head office declined my contract.

I am completely not satisfied with outcome of the situation and therefore i need to know what vodacom is going to do about it as i was so glad and happy about my new contract and device.

I want vodacom to accept me and give me the contract and the handset wich i applied for, because vodacom never issue a phone to someone before being completely approved and therefore they issued my phone to me and told me i must pay R105 sim and connection fee wich i paid.

Should vodacom not react to my request for my contract i am left with no other option as to takes futhers steps against vodacom as my good name can be in jeopardy now.

I cancelled my vodacom contract about 3 months ago, because it works out better for me to just payasyougo, then they phoned about a data contract of 10 gb and a mobile wifi thingy for r384 per month. When I spoke to the lady and her supervisor on that day, they assured me there will be no extra charges just the r384, I actually asked about 5 or 6 times; will there be any extra charges and they kept saying nooooooooo... Then came the stuff via courier, I struggled to get it working, so after a month of not getting it working I decided to send it back. But I cant find any number or email or address or anything to contact to send the stuff back to vodacom. On the 28th of februarie an amount of r830.16 was deducted from my bank, which got cancelled because I dindt have enough money on my debit card as I only keep enought money in there for my debit orders which was supposed to be r384. On about the 19 or 20th of march, I recieved a phone call from vodacom saying that I owe them money and I told the guy that they assured me there will only be a deduction of r384 from my account, I also told him that I havent even used the contract, as I coulnt het the stuff working. I asked him to transfer me to the cancellation department, I was on hold for about 15 minutes and then the phone just dropped. He informed me that I was still one payment outstanding on my previous contract, which I cancelled about 3 months ago, so I said I have no problem paying that amount, which I did on the 20th of march r482.16. That amount shows nowhere on my statement. And then on the 29th of march vodacom deducted another r796 from my account, for what? I want them to come fetch the stuff, that has been in a box ready for collection since the begiining of march, and I want them to pay back my money owed and I want them to cancell all vodacom contracts and all vodacom debit orders, but no one at vodacom is able to help me. I also think that being a client for almost 10 years and they (vodacom) cant even spell my surname correctly, although they have a copy of my id with them, is the most patethic service ever. My surname is spelled cloete. And they have it as cloette. I would like a answer on this query as soon as possible, and I would like someone to sort this out, and I want my money back. Otherwise I will take this matter further.

Kind regards

Last year February 2017 me and my family moved overseas, I still had a contract at Vodacom and I informed them about it. They deducted the monthly payment from my husband's account, although I did not use the sim card, I got a new overseas sim card/ contact number.

My contract ended around July last year 2017. Before we left overseas I went to the Vodacom in Centurion Mall. I told the guy we are leaving and I'm not going to use the sim card anymore but wish to keep my number since our family is in South Africa and we will still visit them time to time. I told the guy that I still have a few months left of the contract and they said it is fine they just going to deduct it each month until my contract ends. He entered everything on the system that my sim card must change into Pre-paid after July 2017, he also showed me it on the system to confirm that it is right.

He told me to upload airtime on my sim card when my contract ends otherwise I will loose my number and they will give it to someone else, so I waited until end of July and uploaded airtime.

Last year middle June till middle July we went to visit our family in South Africa and I went back to Vodacom in Centurion mall just to confirm that everything is still fine and the guy checked and said that there is still a few days left on my contract and that I need to wait before it will change into Pre-paid. The main reason why I went to Vodacom, because I was in South Africa and I wanted to use my sim card but it was blocked for some reason so the guy gave me my puk code, till today I still have that small paper he wrote it on.

I'm longer that a year overseas already and after July 2017 there were no payments going of my husband's account for my phone. So I knew my contract ended. Now today I received a photo from my mother of a letter she received in the mailbox of a final demand letter from Vodacom with the amount due of R4889.98. I have never used that number ever since were overseas and I only loaded airtime on it so that the card will stay active and not lose that number.

They can check on the system we made all the payments, and they can even go and check the day I was at Vodacom to confirm all the things and asked to change the card to Pre-paid the moment my contract ends. The guy ensured me that everything is fine I have nothing to worry about and now I receive this bill?

Me and my family will only be visiting South Africa in December 2018. I can't make phone calls from here Brunei it is to expensive.

Thank you

I am not happy at all, i was transferred with a R12.00 airtime on 2018/04/06 But then later when i check my balance on my phone i had nothing left, i called the lady told me I was subscribed to somethings and that she is canceling them, but my problem was she said i was subscribed somewhere in February of which i called in March and they said they cancelled them, and again later on my airtime vanished, i called again and the lady i spoke to said the previous subscription were not cancelled only one was cancelled, she promised she has cancelled them, but again in April my airtime vanished again i called, the lady told me the same story that they were not cancelled. I lost my airtime and i so badly wanted to use it. Not happy at all, vodacom is been failing me for sometime now and i didn't even complain about it, even the previous story that people were reimbursed for their airtime I never got it, but i just let go. My phone number is [protected].

On the 10th of March my upgrade was ordered telephonically .
IPhone 8 Gold - [protected]

I was told it could take a week as stock was a bit low.
A week later I received an email from Ram hand to hand with a tracking number K0754195 and that the phone had been despatched. Three days later I had still not received my phone. I called in and was told br Ram that the vehicle that was carrying the phone was hijacked and that they couldn't tell me how long it would take till I received my phone. I have been calling Vodacom for two weeks and each time the call centre tell me a different story . Either that the new phone has been dispatched and that I would receive it last week and again I was told that 4 days ago again.
I have called three times this afternoon as have held on for so long and each time I have had to put down as its costing me a fortune.
An hour ago after I asked to speak to a supervisor, i was on hold for over half an hour.

The last update i got was that its still under investigation and that a new phone has not yet been ordered.

Callers are calling me to tell me that I am due for an upgrade so your systems are clearly not updated.

I need an answer as to when I will receive my phone as every assistant in your customer services dept says something different.

I have three contracts with Vodacom and both my daughters have a contract through yourselves.

Never have I received such despicable service and am still unaware as to when I will receive my phone.

I would appreciate it if someone could get hold of me by close of business today with some trustworthy feedback.

Please!

Regards

Susan M'Crystal
please contact on [protected]

My phone was submitted for repairs on 09/02/2018 at the Trade Route Mall branch.
I received an SMS on 14/02/2018 that it was received by Vodacom Repairs Sandton (job no. [protected]). Later that afternoon I received another SMS stating that it was sent to the Advanced Repair C enter for a higher level repair.
on 19/02/2018 I received an sms stating that my device had been exchanged and would be sent to the Vodacom Collection Point; and that I would be informed of collection upon arrival of device at store.
To date, I have not been notified.
I visited the store on 13/03/2018 and was told that they could not give me the status of my phone and that I would have to phone head office on [protected].
Kindly inform me if this is in fact correct as well as what the protocol is in this situation.
I am extremely disappointed in the lack of service, and will bear this in mind when my contract expires in November 2018

Yesterday my husband attempted to set his phone to ROAMON before we left the country at 6:50 for France. He contacted the helpline on 135 at approx 4.29 pm and got an operator who tried to sell him contracts and products that are useless to us as we are going overseas for 10 months! Eventually she seemed to understand and I received an Sms confirming the Roamon was active at 16:29.

MY PROBLEMS: 1) At 15:31 I received a message which said Welcome to Vodacom! And it advised me that my new cell number is [protected]. It said if I wish to keep my old Vodacom number I would need to do a sim swop within 24 hours. As this was totally contrary as I had no wish to change my number, I immediately contacted the customer advice centre on my wife's phone (mine now was on roaming) and spoke to a female operator who appeared to understand my problem and said she needed to contact the technical department. This was because she could see no information a bout the message claiming my number was being changed. I heard nothing further. All I require is your assurance that my number [protected] will remain. My efforts to contact Vodacom through their website have failed because they are experiencing "technical problems"!

Please contact me and tell me my number of nearly 20 years has NOT been changed. My email address is [protected]@gmail.com
My wife's is [protected]@gmail.com and her number is [protected]

Perhaps you can give me a number I can phone from overseas. And a reference number for this query so I can follow up.

Desperately hoping to hear from you soon.
Robert Douglas
[protected]

I honestly think that Vodacom is the worst network that anyone can subscribe to. If I must divulge further into the topic as to why, well then:

1. I struggle on a daily basis with signal - living in a popular urban suburb one would think that this would not be an issue to achieve even the lowest level of signal (EDGE in case one wonders).

2. Calls drop, signal cuts while on a call and very often a call cannot even be made due to no service. Yet again I reiterate that this is all happening in a popular urban suburb.

3. No one ever follows up with regards to complaints. I have emailed countless times and if I have received a response three times then that can be considered a lot.

4. Maybe instead of allocating capital towards advertising and promotions, Vodacom should show interest in allocating more towards R&D so as to improve the quality of what I believe is South Africa's WORST mobile network.

Based on the above reasons, I feel it is clear to see that staying with Vodacom for my next upgrade (which is currently due) is the worst choice someone in my situation can make.

On the 2nd April 2018 I went to Vodacom Boardwalk Richards bay to sign up for the special on 30g day and 30g night owl.
Problem 1: I waited 2 hours to be served.
Problem2: After the extended waiting time, the lady helped us, completed everything online and when it came to approval the deal was declined as the Vodacom system showed my account to be in arrears with R347. This came about because YOU VODACOM did not run the debit order on the 1st. Because of this error on YOUR side, after waiting 2 hours I was not able to conclude. The lady told us to return the next day as by then the debit order would be taken. This debit order was only taken around 15h00 the next day. I waited again from 15h30 to 17 h30 to be helped, only to be told that the people in accounts dept where they send the paper work to required 2 days to review my finances in order to make a decision if I qualify. This is totally unacceptable as I have been a loyal customer for over 18 years and all my accounts have been paid every month with a debit order. I'm of good mind to cancel this deal ( will be done by 11h00 if I get no answer) and also will not renew my other accounts as they expire end of may...because of this poor treatment. I cannot see a company survive with such incompetent fools working for them

My kontrak is by vodacom nou al vir jare. Ek het n SMS ontvang op 29 maart 2018 wat se my pakket gaan verhoog soos vanaf 1 mei 2018. Vandag toe skakel ek vodacom om te hoor hoekom verhoog my pakket. Die antwoord was agv die BTW verhoging het vodacom besluit om pakket te verhoog en beter voordele vir my te gee.

Ek is egter nie gelukkig hiermee nie want die dag toe ek die kontrak uitgeneem het, het ek besluit wat ek kan BEKOSTIG saam met die voordele wat ek NODIG het.

As ek my kontrak verlaag, moet ek penalties betaal, maar Julle kan besluit om midterm die kontrak te verhoog en ek moet dit maar net betaal, of ek dit kan bekostig of nie. Gee Julle nie eers meet n mens n keuse nie? SG new regtig vodacom, dis mos nie hoe dit werk nie. Soos ek nou voel skuif ek my kontrak na n ander diensverskaffer toe en my man en 2kinders se kontrakte sal beslis ook geskuif word.

Ek kan verstaan as die pakket opgaan en aan die einde van my kontrak moet ek meer betaal as ek sou verkies om voort te gaan met dieselfde pakket. Hoekom het Julle Dan kontrakte? Net om vir vodacom te beskerm en om te maak wat hulle wil, maar die klient moet maar net betaal? Ek dink nie so nie!

Ek verwag n ordentlike antwoord ASB

Groete
Vasti Roeland
[protected]

Good day

I am very disappointed and very angry the fact that I always have a problem when it comes to my airtime that is always gone missing.

This is day light robbery because I never subscribe to anything and whenever I call for help I always have to fight and argue with your consultants that are telling me that I am subscribing to games and PLS new which is a totally bull.

People please stop stilling from us