Vodacom - Head Office Complaints

On the 6th of July 2020, I purchased a iPhone 11 pro Max to the value of R28 999 at Vodacom Shop in Hatfield, this was a cash purchase. On the very same day (6 July 2020), I was assisted by Daniel Ntike in the Vodacom Shop Hatfield to update my insurance cover from R7 501 – R10 000 to R25 001 – R30 000. I was then also charged both insurance amounts in the months to follow. This error was then correct however the accounts department has for 2021, incorrectly debited my account to the value of the former cover. On the 13th of January, I was robbed outside my place of work and a case was opened with the South African Police Service and the necessary investigations regarding this case is currently underway. I then submitted a claim with Vodacom Shop complaining with their procedure and providing them with all the necessary supporting documentation. The consultant in store, Babalwa has been assisting me with the claim but with no luck. I have also liasoned with the insurer with no luck. The first challenge experienced in this claim in that Vodacom Hatfield and in the surrounding areas does not have stock of the iPhone 11 pro Max in order for the stolen device to be replaced. The second issue here is that the insurer refuses to issue me with a payment to the value of the cover. The insurer firstly says that they do not do payouts even after I had explained to them that the devise was a cash purhase, the insurer rather advised me to go and purchase a handset and they will process a claim after I send them a receipt and an IMEI number of the devise and then they will pay an amount minus excess. Secondly the insurer says I am currently under covered and they will only pay to the value of R10 000. Upon the discovery of this error on Vodacom and the insurer escalated between them the matter for a settling of the balances of the months where they incorrectly debited, which has nothing to do with me. It is an error on their part and they were meant to resolve it. Yesterday, when I contacted the insurer the matter is still not resolved, Vodacom has still not backpayed the insurer and the insurer even after stipulating that they have approve the claim refuses to issue me with a pay out to the correct cover value and Vodacom still does not have stock to replace my stolen hadnset
What I want is a complete payout to the value of R30 000 and I will once again go on the purchase a replacement devise cash directly at the iStore and Vodacom to correct their errors as it is hindering my claim process.

Good day
Re : 0662270303
After various (Since 2019) requests,calls, and visits to Vodacom to cancel sel nr 0662270303, my problem stil persists. The last interaction was with cancelations department dd 18 January 2021. Ref nr 1-CA8TUJIPE wherehythe agent confirmed it will be sent to management, the repsonse time will be 24 -72 hours, this also have passed.

Good day

Upgraded to 100gb, was offered by the upgrade consultant Liam that the price is R300, as a discount of 25% was given. The new contract started the 01 January 2021 and the billing received in January is R406.00. After speaking to customer service and being told no one can assist and that the upgrade was done by Elite Mobile service, which was not disclosed to me when speaking to the consultant, was under the impression I was dealing with vodacom directly. Was given the number for Elite Mobile, but they say that they cannot transfer me to the service consultant and that an email would be sent for him to call back. To date he has not bothered to contact me and the issue remain unresolved with Vodacom insisting that I must pay the R406.

In December my boss was due for an upgrade. He was previously a Vodacom customer but had moved to Cell C. After being with Cell C and receiving terrible service, he decided to move back to Vodacom. As his PA I was helping him with this process. I went into a Vodacom store and they suggested that I apply for a new contract online so that my boss didn't have to come to the store. We did this application together online and we chose to get an iphone 11 (black 64gb) with a new contract that gives you 10gigs of data a month with unlimited minutes. Exactly what he needed. During the online process there was no prompt for us to enter his current number so that we could keep that number and port that number for the new contract. On the website there was a page to request to switch your number but when clicking on it (no matter the device) it doesn't do anything or it takes you to a page that does not exist. See picture. I then phoned a store and they said that when I received the device and the new sim I could then do a porting of the old number. So we continued with the process online and completed it. We received the phone just after Christmas and because my boss was on holiday we only looked at it again on Thursday the 14th of January. This is when I started the attempt to port the old number to the new contract. When going into stores and speaking to the online department including speaking to Vodacom over Twitter I was told that this was impossible to do and that my boss's contract is now on a new number. People kept telling me that I had to do it with the online process even though there was NO where to do this or to do it even before this. How was I supposed to know this as the customer. There was no way for me to know this. Even when I was directed online from the store they didn't warn me about this. As a person who runs two different organizations and is on the board of a third, my boss cannot afford to change his number! We have only been meet with people who are unable and unwilling to help or offer solutions. We thought and were expecting better service from Vodacom but have only been met with the opposite for the past two weeks. The contract is a lot of money a month and we are appalled at how we have been treated as paying customers. PLEASE, PLEASE, PLEASE can someone help us. We want to be a Vodacom customer and for it to be a pleasant experience.

I CONTACTED THE VODACOM CONTRACT CANCELATION DEPARTMENT ON 30/11/2020 TO CONVERT TWO OF MY CONTRACTS TO PAY AS YOU GO. THE NUMBERS ARE AS FOLLOWS:

066 201 4313
082 600 7112

THESE CONTRACTS WOULD BE TERMINATED AS OF 1 DECEMBER 2020 AND NO PAYMENT SHOULD BE DEDUCTED FOR THESE CONTRACTS AT THE END OF DEC 2020.

HOWEVER THESE INSTALLEMNTS WAS DEDUCTED FROM MY ACCOUNT 4 JANUARY 2021 AND IS ALSO SCHEDULED TO GO OF 01 FEBRUARY 2021.

tHIS IS UNACCEPTABLE.I CONTACTED MY LOCAL PROVIDER IN BLOEMFONTEIN AND THEY NOTED THAT A TERMINATION WAS SCHEDULED ON 08 DECEMBER 2020. THEY TOOK THE MATTER FURTHER WITH HEAD OFFICE BY LOGGING A CALL TWICE, HENCE NO FEEDBACK WAS RECEIVED AS TO DATE.

THIS IS UNACCEPTABLE!! I AM A GOOD CUSTOMER OF YOU GUYS SINCE FEBRUARY 2016, WITH MORE THAN ONE LINE. I AM DESGUSTED WITH YOUUR CUSTOMER CARE LINE AND CONTACT CENTRES, I PHONED 3 TIMES THIS MORNING AND EACH TIME THE LINE WAS CUT. I WAS TALKING THE ONE MOENT AND THE NEXT THE CALL ENDED. I AM ABOUT TO GO TO HALLO PETER. THESE AMOUNTS SHOULD BE CREDITED TO MY BANK ACCOUNT.

I upgraded in mid Dec 2020. The 1st day the phone worked but was flashing. Next day the screen never came on again. I lodged this via the online communication were I was told this will take 48 hours to resolve. Till today I am struggling to get this brand new device replaced or EVEN COLLECTED! Now they have no saved data of me lodging this complaint before 13 Jan 2021. This is absurd as I am paying for a brand new device and contract that I cannot use. The quality of the customer service is shocking and I would highly recommend training for all as not one of the operators could assist me with a proper outcome, nor the attitude expected. Yes clients will become pissed off because no one assist them properly! If I could have my way I would cancel the contract in whole.

FAILURE TO INFORM A CLIENT THAT A CONTRACT HAD EXPIRED, AND MAKING IT ABSOLUTELY IMPOSSIBLE FOR SOMEONE TO CANCEL THE CONTRACT. IN DESPERATION I EVENTUALLY REVERSED SOME OF THE PAYMENTS – THIS IS THE ONLY THING THAT GOT A REACTION FROM THEM – MORE HARASSMENT FOR MONEY DUE TO THEM!!! WHAT AN UNMITIGATED CHEEK! THEY OWE ME MONEY FOR FAILURE TO CANCEL OR TO PORT THE CONTRACT WHEN I PORTED EVERYTHING TO MTN, AS I HAD, HAD ENOUGH OF VODACOM’S INCOMPETENCE AND I RECEIVED A BETTER CONTRACT OFFER FROM MTN, AND I AM ABLE TO GO TO THEIR OFFICES IF I HAVE A PROBLEM, WHICH I AM NOT ABLE TO WITH VODACOM.

I HAVE BEEN TO 5 BRANCHES TO ATTEMPT TO CANCEL THE CONTRACT, I HAVE SAT ON THE PHONE FOR HOURS COMPLAINING – OFTEN THE CALL IS JUST DROPPED AS IT IS TOO MUCH EFFORT FOR THE STAFF TO RESOLVE IT. I HAVE SENT ABOUT 10 EMAILS TO CUSTOMERCARE@VODACOM – COMPLAINING THAT IT HAD NOT BEEN PORTED WITH THE REST OF MY CONTRACTS – AND TO CANCEL THE CONTRACT IMMEDIATELY. I HAVE NEVER HAD THE COURTESY OF A RESPONSE. THE CONSTANT HARASSMENT WITH MESSAGES, WHERE YOU CANNOT EVEN SPEAK TO A HUMAN BEING IS BEYOND RIDICULOUS. AND NOW I AM BEING HANDED OVER FOR R250. I FIRSTLY HAVE A HUGE PROBLEM WITH THEIR NEGATIVE MARKETING, WITH A PHONE CONTRACT THEY ARE QUICK TO INFORM YOU THAT IT IS GOING TO COME TO AN END BECAUSE THIS WAS UNDER R50 A MONTH, NOTHING, NOT A WORD IS EVER RECEIVED SO THEY HAVE BEEN DEBITING THIS ACCOUNT FOR YEARS, AND YEARS, DESPITE NUMEROUS ATTEMPTS TO CANCEL IT. IF ANYTHING – THEY OWE ME THE MONEY THEY HAVE DEDUCTED WITHOUT MY PERMISSION. IT IS IMPOSSIBLE TO SPEAK TO MANAGEMENT TO ESCALATE THE MATTER, AND WITH THE BRANCHES NOT BEING ALLOWED TO ASSIST YOU, YOUR HANDS ARE LITERALLY TIED. HOW ON EARTH DOES ONE CANCEL A CONTRACT IF THEY WILL NOT ASSIST YOU FACE TO FACE, THEY DO NOT RESPOND TO EMAILS (WHY CALL IT CUSTOMER CARE – IF THEY DON’T GIVE A DAMN AND COULDN’T BE BOTHERED TO RESPOND!??) THEY WILL NOT ASSIST YOU TELEPHONICALLY (AN UNFORTUNATELY BY THE TIME I HAVE MANAGED TO GET HOLD OF SOME UNFORTUNATE SOLE ON THE PHONE, I JUST WANT TO LOOSE IT AS I HAVE BEEN DRIVEN TO THE EDGE IN FRUSTRATION DEALING WITH THIS INCOMPETENT CRIMINAL ORGANISATION.

I WILL BE ESCALATING THIS TO THE CONSUMER COMMISSION.

I had an insurance claim, of which was approved for a samsung galaxy s20 and of which the vodacom consultant also told me about the s20 and that they don't have it in stock and that they have to order it. Upon the pick up of the phone, I was given an s20fe without any explanation and since I wasn't aware and didn't know the difference between the s20 and s20fe I took the phone. Only after I have received the insurance documentation and an sms confirmation, it's only then I become aware that I was given a cheaper phone than what I was approved for. I called the insurance department to find out what is going on and it was confirmed that I was supposed to get an s20 and that I had an option on en betterment of which I was denied at the store. I went to the store to find out what happened and I was made to be a lair and up until today the store manager doesn't want to meet me and I've been told nothing can be done, after vodacom has done me wrong and I feel mislead by vodacom because I was intentionally given a wrong phone under the impression that I am being given what I was approved for.
I have written a complaint to complaints***@vodacom.co.za and up until today I haven't got any response or feedback.

I am very disappointed and unhappy with vodacom and feel mislead/deprived.

It is a totally unacceptable situation by Vodacom and I believe most probably illegal, where I made(3 times now), a legitimate transaction from my bank account for data to a third party and that recipient never received the data. Like I said,this has now happened for the THIRD time yesterday.
When I eventually got hold of someone from your Customer Care line(as the line keeps getting disconnected, they tell, yes, there does "SEEM" to be a problem at Vodacom, but that I need to go into the bank and the bank needs to refund me the monies!!!!???? Not that Vodacom will fix the problem or anything, basically you are saying it is my problem.

This data I provide, is for online learning for school and university students that are disadvantaged, so this now impacts on them. One of my young scholars could not start on line school yesterday, because a service I paid for was not received on the other side....
I have acted in good faith, believing that I am paying for a legitimate service offered by Vodacom?
If this is not resolved efficiently and forthwith, I will take this further and lay criminal charges against Vodacom for theft of my money, as Vodacom has not provided the service I have paid for, as said, in good faith.

Thank you.
I look forward to your urgent attention in this matter.

Regards
Carolyn van Rensburg

Hi, my name is Xander Schoeman. I ordered a Vodacom fibre line on the 13th November 2020 to be installed and activated early December 2020 with this initial service number (SR201214-967591) and the line has been installed but the router NEVER activated although I was told it would be activated within 48 hours of installation. This was after the initial appointment had to be rescheduled because the installer didn't pitch.

I have called almost more than 30 times to customer service and have spoken to countless technical service consultants and in this last 2 weeks I spoke to Ashley and Zola. All of these countless consultants told me they are either escalating the matter or contacting the right people to fix the problem. I have not gotten any new service request numbers, although I was told they would email me these numbers.

Currently it is almost 2 months now and nothing has been done to activate the router. I work from home and depend on internet to get my job done, I have spent thousands on mobile data and at this point I am very frustrated with the lack of service which has been provided. I have asked about 4 times now to speak to a manager and each consultant told me they would email someone in charge, but to no avail just nothing.

I have been nothing but friendly and nice, up until the point where I spoke to Zola and explained to her how frustrated I am as every consultant tells me that they will fix the matter and then nothing happens.

I ask if there is anyone capable of sorting this matter out as my experience with Vodacom's service so far has been incredibly disappointing.

SR210114-064457

See above SR number for all records of voice complaints and call since last week Thursday our wi fi has not be restored and everyday we call at least 3 times a day to enquire and we are sent from pillar to post to no avail of a service. We cannot even Vodacom as a service provider as the Estate has it as the only approved service provider. Our kid’s have started with homeschooling as you are aware they need to connect to internet in order to log in for lessons etc and not mention our home automation is on wi fi so we can’t use our devise including TV for the past 7 DAYS!!!! So our kids are meant to be left behind because of the Inefficiencies of Vodacom and the call center they can’t help but keep saying they have escalated and no one has ever contacted us to resolve the matter. This has been the worst and the most appalling service ever received!!! Very disappointed to say the least...

gooday

my name is mlungisi dlamini a very old vodacom customer
lastnight on the 19/01/2021 at about18h00i was playing vodashake i recieved a message which reads as follows " vodacom;you're a luckywinner!enjoy afree online course plus a hard copy diploma.visit https;//bit.ly/2uwbtlx to redeembefore 25/01/2021 i then log in a computer and do as i was told very excited i put my details and my cell number

after may be 1 hour a lady by the name of xoli called me and told me to look for 3 freinds to study with me free of charge and what pulsilled me when she asked to have my bank card with me

she then called again after 15 minites i was with my freinds as to leasten to explanation ithen said to her i dnt have money vodacom told me its free course i ve won but anyway ill ask vodacom tomorrow

i
nextday i called codacom the guy by the name of richard digale answered the and said i only pay registration fee and the rest or the course or diplom is paid by vodacom to me it was not enough or satisfied i then isked for his senior and a guy by the name of siya came in he introduced himself as a supervisor

siya explaid and mentioned 4 weeks of which in my message was not there i then isked him to read the message that was sent to me he agreed that was a false message he then sent another message wth full details

as vodacom customer i trusted my service provider and m very diapointed and called a lier by my freinds to be told i ve won something which is a false infomation

now before i go to the media wth all tis messages of vodacom , siya and richard and their explanations i would like like to get your side becouse all those who a playing vodashake deserve to know this

thank you
0728413757

We have been having very,very slow data speed here for days now. We have rebooted the route a few times with out success. Data line on: 0711042303
Fred Finlay

I went into a vodacom store yesterday to try and open a account where to my bitter shock found that there is accounts open on my name.
This is fraud against my name and some agent from vodacom did it.
I want my name to be cleared OR I will take legal action against vodacom.
This is my name vodacom pulls thru the mud here.
If I don't get any respond back before closing time today, I am taking legal action.

I was "sold" a data contract by one of Vodacom's sales people a year ago over the phone. I was informed that I can transfer data from the one account to the other. Once I got the contract I tried to do it, but could not. I then tried to cancel the contract due to the wrong information provided by the sales consultant. I have been told numerous times since then it has been cancelled, yet I am being charged for the account every month. Can someone call me back so we can get this resolved.

Good day

 

I am extremely frustrated as my fibre has been down since Thursday.

I logged a call on 14-01-2021 11:32:29 AM.

I was told that I would be contacted but no one has contacted me yet.
I have made more than 6 calls to the call centre and I've been promised to receive a phone call from a senior manager but no one has bothered to call.
Every call operator has a different story promising to help but ABSOLUTELY NOTHING is being done! Not even a COURTESY CALL to explain what is happening.
Its sad that vodacom doesn't seem to appreciate its clients who are responsible for its very existence.
My wife works from home and the company she works for provides essential services during this covid time, therefore it is imperative that she has access to the internet. 
Please can you provide assistance. 

 

Kind regards 

Mr M Govender

 

SR210114-064821

0828098582

Morne at your Lochlogan Waterfront branch in Bloemfontein assisted me yesterday to do a sim swop from Cell C to Vodacom in which I maintain my cell no. I asked him to ensure that I maintain my number twice, the sim activation was done as per his instructions and this morning I received notification of my new number. I when’s back to query this and was assisted by another sales agent who informed me that Morne never done the porthole swap, the manager assisted in me keeping my original number but it will only be activated tomorrow, I need to do the new contract today as I will be out of town from tomorrow onwards and this has greatly inconvenienced me. When Morne called me later to asked about my query he never apologised, he just made up excuses which where a total lie. I find this totally in acceptable and realise we all make mistakes but to blatantly lie to me and not man up and apologise for you mistake is very rude and a extremely proof representation of your company

Please forward me the CEO's or Headoffice complaints email addresses so I can forward the "communication" issues thus far

Vodacom shops report that they cannot sell data bundles to customers because your system has been offline for months. Not days - MONTHS.

What is the problem and why does Vodacom not fix it? Very sloppy service. A company of your size - a so-called 'leader' - is surely capable of resolving this within days. Kindly confirm when this will be done.

I dislike buying data bundles on line because the data disappears within days. The same amount of data with the same amount of usage bought at a store lasts 3 to 4 weeks. Via your website it lasts 48 hours to 7 days. You have a serious problem here. Which means that your customers and service providers have a serious and expensive problem. Please make an effort and resolve these issues.

I look forward to a written update.

Afternoon,

I will make this as simple as possible because I am tired of calling every second month to sort out your way subpar service which I pay a lot of money for.

I am not receiving my Invoice, statement and itemized billing on time and for the last 3 months not at all. I need this by the FIRST of every month, I have to claim costs back from my employer an because of the bad service from Vodacom I sit red faced every month. This is the very last time I am asking for service to get fixed.

I hope the below isn’t too advanced to understand.

First attachment (Invoice AdHoc billed 1 ANLBU2FUW) I requested this morning (The consultant that assisted me was very professional and in no way is this her fault for the record) but it is useless to me it is in no way the same as the other attachments.

Second attachment (itm-I5225582-27725882980-2020-06-03_712) This is the document type that I need and pay for but not receiving.

I want the last 3 months’ documentation ASAP.

I am demanding a swift response and an even swifter solution to this very simple problem. I want this in 48 hours.