Vodacom
Reviews and Complaints

I Entered the Vodashop at the Weskus Mall in Vredenburg on Sunday the 18 of March at about 15:20, after obtaining my service ticket number I was called by the assistant. Upon getting to her she did not greet, or ask whether she could be of help to me, she replied in a harsh tone "What is your problem" i was pretty taken back by her behavior and was shocked in the manner of her approach. I then said to her that I am the customer here and that she is carrying out a service to me, she then replied to me in an arrogant manner that she is sick, she then handed over all her admin work to a young lady by the name of Chane who carried out her duties in a professional and efficient way, we then observed while she assisted other customers in a smiling and chatty manner. This person had the name of Christelle on her semi hidden nametag. This entire incident has left me in dismay at the service of Vodacom after being a loyal customer for over 20 years, and request that this matter be investigated and resolved as this tarnishes the image of a world leading service provider by certain individuals who require to be schooled in customer service and being able to be consistant in their daily function when dealing with the public.
G. Chellan [protected]

I called vodacom on Wed 14/3/2018 from my buss mobile [protected] to block a phone [protected]. I informed the consultant that i need to block the phone temporarily due to me not finding my phone. I specifically asked whether i called unblock it once i found it and she said i could just call 111 to unblock and the will transfer me to the individual dept to unblock. When i called back after finding my phone they request d docs, affidavits etc etc. i requested that they listen to my voice recording. They were gonna call me back in 3 hours. No call received yet. I need my phone unblocked as promised on the call!
Lizelle0828276601

Somebody fraudulently upgraded my sate conteact and then took out a new contract at Makro in Crown Mines. This was 2 months ago. Up to now, Vodacom has done nothing. My account is over R2000 in arrears. I have contacted their client services department but they are clueless, even though I have submitted the documents they requested. I am running around trying to resolve the issue.

I entered into a contract with Vodacom around September 2016 and the contract was supposed to run until the end of September 2018. My challenge is with the number that they gave me when getting a contract. The number [protected]) was recycled. The contacts of the previous owner kept on bothering me of his/her whereabouts. I had to deal also with messages everyday that were his/hers. I went to lodge a complaint to Vodacom last year around September and they promised to block the previous owners' contact which I hope they did even though they did not provide me with feedback. I assumed they did because the contacts of the previous owner where now calling with different numbers looking for him/her. Its a he, oh yes, he was apparently a business man, so you would imagine me dealing with his contacts. It was a tedious exercise for me. So the numbers kept on coming even after contacting Vodacom about the matter until last year, December 19, 2017 where I heard enough of this problem. I wanted to give my friend my new number [protected]), he was with me at that time. He gave me his and I just buzzed him and said you will save the number. What then surprised me and anger me, was seeing the name of the previous owner appearing on the screen of my friend's phone. That was when I now decided that I should call it a day with Vodacom. I have been to Matlosana Mall Vodacom outlet many a times regarding the matter, but it is still unresolved. They are having all the ref numbers for all complaints lodged as well as the letter of the cancellation. I recalled a payment for December 2017 and to me I do not owe Vodacom anything and it is Vodacom that in fact owes me. I stopped using the number last year December 19, 2017.

Morning

Ref no: [protected]
Account no: B0372290

I am so disappointed in Vodacom.

Our company decided to open a business contract with Vodacom for a Router + 5 Gig Data.

On 1 Feb 2018 I completed all documentation and e-mailed it to the Vodacom Business Division. This was approved on the 2nd of February and we informed them that we wanted the following device: R226-Z Router + 5 GB (24 Month Data Plan).

5 Feb 2018: We received a device, but not what we ordered but a R216 model.

6 Feb 2018: I phoned Roshelle to inform her that we received the wrong device and she told me that it is exactly the same specs, only the model numbers that are different. (According to the internet the specs are surely not the same).

12 Feb 2018 (08:36): As we could not get the device to work I phoned Roshelle and she said that the SIM needs to be activated. On request, I -mailed her the SIM card number.

13 Feb 2018: As I received no response from Vodacom, I emailed Roshelle again to please confirm if the SIM CARD has been activated.

13 Feb 2018 (08:38): Got an email indicated that she will drop me an e-mail once its done.

14 Feb 2018 (13:40): Yet no indication that its been done and I e-mailed her again.

14 Feb 2018 (15:56): Still no reply so I e-mailed Roshelle once again requesting feedback.

16 Feb 2018 10:08): After phone calls to Vodacom (almost an hour of being transferred from one department to another ending with Refilwe who now said she will activate the SIM card).

I e-mailed Roschelle again expressing my disappointment. At this stage my director was sitting at a Vodacom Shop in Pretoria trying to sort it out but they could not find anything on the Ref number (Ref [protected]).

An so the list of e-mails and phone calls goes on.

2o Feb 2018: We decided to cancel the contract. Vodacom requested us to write a cancellation letter. All documentation was e-mailed to Roshelle Packrisamy and [protected]@bytes.co.za. In this letter the address was stated for them to arrange courier pick-up of the device.

21 Feb 2018: I visited our local Vodacom Store and asked them to please assist in opening a business contract. As the device was not yet collected the system would not let them continue to approve the new contract or do a dealer swop. Phonecalls later and still the same problem.

6 March 2018: The device was still net collected and e-mailed again

7 March 2018: E-mailed Roschelle to please arrange pick-up

More e-mails followed.

The device was collected on 12 March.

Back at the Vodacom Shop the same problem persisted. They phoned Vodacom speaking to one person and being transferred to someone else and back again. According to Roschelle the old contract has been cancelled but according to someone else it's waiting approval.

After Weeks, Days and Hours I took the documentation and left the shop.

This was surely the worst service from Vodacom. I have no words but the poor service deliver I have received. The agents at all the help numbers only knows how to pass the problem on to the next agent.

Corne

I have a cell phone account with Vodacom. I noticed an unusual deduction from my bank account and upon inquiring Vodacom confirmed that a new line was activated. It turned out that Vodacom allowed a new line to be added to my account fraudulently. I immediately sent an official complaint to the Vodacom Fraud department complaining on 01/03/2918.

It is now two weeks and Vodacom have not acted at all apart from their acknowledgement of receipt of the complaint. This acknowledgement has no contact details and clearly states that customer care will not be able to assist, the only numbers available from the Vodacom website is customer care.

So the complaint go into a black hole and Vodacom simply continue to demand payment for the fraudulent line.

It does not make any sense how one can add a new number and device to anyone's accounts at a Vodacom shop while when you call in Vodacom asks all kinds of security questions before they assist with a query, though they will not assist with the fraud query.

As consumer you have absolutely no recourse, vodacom simply allows the fraud and continues to demand payment from you for the fraudulent number and device.

This is not the first incident, a few years back vodacom allowed a copy of my Identity document to be defrauded where vodacom allowed someone else to falsify my identity document and put their picture on my identity document and take out a new contract on my name. The case was properly reported and it was reported to the Police. Until today vodacom have nit yet reported the outcome if their investigation and actions taken.

As consumer I am held at ransom by a multi billion company - what can I do?

I applied for a laptop contract at vodacom Killarney Mall, on the 2nd of March 2018, it was approved the consultant said I will get the laptop on the 6th of March 2018.The consultant called me to go to vodacom and collect the laptop...when I get there she said I must wait she's putting the laptop on the system, I waited for 1hour till I decided to go as I was supposed to go back to work she said she will call me once she managed to load the laptop to the system...till today I have not received any call from her(katlego) I don't know what's going on.

How Can I be approved and be called to collect the laptop but ended up not getting it. I just need to know what happened.

Fraudulent lines taken out October 2017 consequent disconnected service. No billing received or notification of reactive line.
Contract [protected] the 2 year expiration March 2018.
Paid updated outstanding amount of R963.08 on 13/03/18
Called to terminate Contract to be informed that the contract is now extended?
I had no access to data non used since the additional lines were taken out, fraudulently in October last year and various emails plus documentation has been sent to Vodacom in this regard.
The issue is that I am now penalized by an extension of services not requi

Where do I begin? In short I have upgraded a month ago using the online service. Since then I had one problem after the other causing me endless frustrations!

The issue I am having now is with the billing. Last month (end of Feb) - I was wrongly charged (already when off my bank account - money out of my pocket!) for a connection fee - which I was told I would not pay for as I am using the online service - this was deducted a few days before payday (without my knowledge), the payment did not go through, and you guys added another R100.00. I logged a call on the 1st of March complaining about this and was told I will be refunded! The refund process takes 7-14 working days... I told the lady helping me that this is very urgent as this is money out of my pocket and I need it a.s.a.p. I was told the refund would be processed soonest.

I then kept a close eye on my billing and saw yet again another billing error - for the month of March (due for payment end March there I see an upgrade fee on my account - yet again, I phoned and queried this and was told, that was a mistake and they will credit my account. This however was done.

In the meantime there has been constant follow up and checking on my refund I am waiting for... I was told there is a request in for the 13th of March. When checking today, still nothing in my account. Again I phoned to query this and just got frustrated even more by being transferred/referred to different departments back and forth! Eventually got the answer to state that I have been credit the amount of R171.00 (I had quite an issue explaining that this was two seperate issues and I am still waiting for the first one to be refunded. Somehow I lost the plot and the lady I was speaking to could not help me as I was beside myself with anger as she then again explained that the initial request for the credit of R255 has still not been processed. I lost it even more!

I logged this request on the 1st as URGENT and now still nothing has happened! Original ref no: [protected]

Lastly I am being referred back to the solutions department and I am still sitting with no money in my account.

So I really need to know now what more do I need to do? Have I not been frustrated and inconvenienced enough?

Please look at all interactions from 14 Feb up to today then anyone would clearly understand why I am so angry!

My contract number is [protected].

Would really appreciate if someone at TOP LEVEL could actually resolve this as I am done with being passed on between departments!

Regards,

Lize-Mari

Good morning my wife has been communicating with your offices regarding this matter and so far your offices is failing to provide her with the account statement or proof that she has settled her account as per your below emails. This situation is affecting our lives because our bond application cannot be processed due to this matter, even though I paid that amount per attached proof Vodacom continued to deduct the money from her account which then affects our living budget. I spent an amount of R16020.66 to pay and on the 28th February the same amount was debited from her account and not paid back, imagine from a working person if such amount is debited how will you survive at the same time our bond application cannot be processed because there is no proof that the money has been settled with Vodacom even though we submit proof but the same amount is debited form her bank account and therefore it seems she still owe you money. you can contact her at [protected] or myself at [protected]

Can this matter be settled before we take any other bad decisions. At least we need the settlement statement and the reversal of the amount debited from my wife's account.

Good day

I phoned Vodacom since sunday because I exchanged my talking points for data using the option for New bundles that was added on their my self service, the data and the talking points are not available for me to use and when I phone Vodacom I was told that the option that they added does not work and my question to them was why did they add it if its not working as my 100 points were deducted and I currently don't have data to use on my phone

Can the Talking points department please assist by reversing my points so that I can buy my self data using the option that is available and can that be done urgently please as am unhappy with the service at vodacom

Dear Customer Care,

Please note that for some reason, I am no longer receiving my monthly Vodacom statements.

Each month this year, I have had to call in to get some form of correspondence. This is totally unacceptable to me. How am I meant to pay and manage my account without these statements, which are required as per the Consumer Protection Bill.

Kindly acknowledge receipt of my mail and forward me copies of my statement dated March 2018 due for payment end March. Please also confirm that this issue is now resolved.

Regards

On 12 January a fraudulent SIM swap was performed on one of the numbers belonging to our company and shortly afterwards a, fortunately unsuccessful, attempt was made to transfer money out of our account. What was particularly concerning was that we did not receive an sms informing us that a sim swap had been requested, we only became aware of it after the SIM stopped working. When we reported it to Vodacom and queried this we were told that shortly before the SIM swap took place the SMS service on the number was suspended. This seems to be a clear indication of the involvement of Vodacom staff.

We were instructed by customer care to send a written report of the incident as well as signature samples and copy of ID to ********** This was sent on 19 January and shortly after sending I received a read-response that the email had been received and read.

We have subsequently received no written response from Vodacom, no confirmation that they are investigating the problem, no feedback at all. When I wrote another email complaining about the lack of response on 12 Feb I received a phone call from a consultant on 14 Feb who knew nothing about the matter at all. He could not give me any relevant information and promised to call me back in 10 minutes. I have heard nothing since.

Clearly Vodacom has no concerns over fraud within their own company and is not a company that takes customer care seriously at all. I am absolutely disgusted with their service and will be moving all our company numbers to another service provider.

My husband's phone became very hot, so hot it burned his hand. Battery swelled up and as he was concerned about co-workers' safety (and his own) he put a box over it and it exploded in his office. Took it in to Vodacom Centurion and they send us an invoice of R5 500 to fix? It was under no circumstances his fault and now we must pay to replace. No freaking way. Its obviously a faulty device. Vodacom own up and replace it please

I have spent the whole day with my phone stating emergency calls only, I then used a colleagues phone who is also with vodacom, to contact vodacom on 082 111, and they were completely unhelpful, not knowing what to say or do.

It just happens apparently.

I have been with vodacom for 12+ years and have finally decided to drop them, because all they do is "NOTHING" to help those that need it.

I was sent a sms, "thanks for recharging. Shake every day has given you R100 Bonus airtime valid until 09/03/2018, 11.59pm."
After making a call I noticed airtime has been deducted from my account. I contacted the call centre enquiring why airtime has been deducted from my account and was informed that the airtime only apply for vodacom to vodacom calls. Nowhere in the sms was I informed of this matter. Please clarify. In another message I was informed that as part of a promotion I get 60 minutes free Vodacom to Vodacom call on the night shift (12am-5am). Why can they not specify in all their messages exactly what they mean?

In Nov 2015 I received a debit order for 2 Vodacom contracts that were opened on my name, I reversed the debit orders and went to Eastgate Vodacom where I was assisted (or at least I thought I was) by opening a fraud case and the reference number is below;

EC-0XSD-28VAMS fraudulent line ([protected] 0716135109)
Date: 29-12-2015

Your Service Request number EC-0XSD-28VAMS has been logged.
Kind Regards
Vodacom Trade Partner Support Desk

throughout the 2 years I thought this matter was resolved until I found out through Credit Bureau that I owe Vodacom R22535.00, I have called Vodacom customer care multiple times and I've been taken from pillar to post.

please advise me on what to do as I have done everything so far that I have been requested by Vodacom and there has been no solution, your service is not on!

Good day

Every day about once or twice I am busy with the call and then the call just drop. I can see the signal disappears and then comes back then I can make the call again. Sometimes after a phone call my mobile data would not work until I put the phone into flight mode.

This happens in any area whilst I am stationary so the problem isn't just a certain area I am in, I have a 4G Connection mostly when this happens.

I have switched phones so it can't be related to the device I am using.

I have received about 15 messages from Vodacom saying that they noticed I have had dropped calls and gives me free VC to VC minutes. Meaning they are aware of it but not resolving the problem.

This is the first complaint I am making and this has gone on from October 2017 already - I waited to see if it maybe gets fixed.

Good day im highly dissapointed i have been a vodacom customer for years ..a well paying loyal customer I never claimed or had issues with my phone, Dec 2017 I decided to upgrade took the phone Samsung Galaxy Tab A ...end of Feb 2018 phone out of the blue died, it was off not responding or charging... I struggled to get repair centre Jabulani centre off line for a while i waited a week then took it back to Jabulani mall they booked the phone for me few days later i get reference via sms Vodacom Repairs job no [protected] repair cost R 3, 411.48. I was horrified by this since my phone is under 2 months, I called and spoke to a rude repairs consultant told me i should have read the terms of my warranty she said my phone has a scratch on the plastic cover of the screen so that forferted the warranty, i must pay I asked her how that is related to the phone battety she said they not related but she cant help, I requested cancellation number she gave me I got my quote that is within 14 days im checking my possibilities to move since the repair cost is same amount as cancelling Im really considering a move to competitors your after service is terrible and so unfair to your consumers.. I.know you probably dont mind lossing 1 customer but please check my records my debits are up to date for years we cant say that 4 some of your clients.

My Vodacom, Donge was paid off the -8/11/2017, I phoned in and Lydia helped me to cancel my account with Vodacom, ref nr se gave me was the date 08/11/2017 and the time 11:00 - 11:27, she said I will receive an email of the cancelation. My account nr I4320483-1

On the 07/03/2018 I receive a message my account has been handed over, I never received a phone call or received any a statement from Vodacom

I phoned in again and Vakale Nkone helping me and making a joke off this hole situation, I really think is pathetic and the people is not doing their job's please go and listen to the recordings - 08/11/2017 Lydia - 11-00:11.27 and today the 08/03/2018 Vakale Nkone 08/03/2018 03:45

Vodacom Consultants I dealt with just don't give a damn who is the client and don't do their job and this record is going against my name at Trans Union.

If I don't receive any feedback on this matter I take it to the papers I have all the proof on my side.