Vodacom - Head Office Complaints

On 9 Nov 2020 I filed a relocation request for our 400 gig fibre line. I was given an SR number and a promise that the line would be relocated within 30 days. The fibre line runs directly in front of our new house.
It is now 2 months later. Despite several emails and phone calls, begs, threats and complaints, the relocation request has not even been assigned to a technician. I still pay for a service that I do not receive.

For the past 2 weeks the call centre says that the relocation department guys are still on leave and the matter might get attention after 11 Jan 2021 when they return.

The inability of Vodacom to resolve problems, failure to render the service that I pay for, the inability to give effect to the relocation request and failure to perform on their side of our agreement, is an absolute disgrace.

Due to your blatant lack of service delivery, our other contracts with Vodacom will one by one be moved to competitors who actually render a service to their clients.

I,ve got a contract with vodacom, number 0760449214. My phone went in for repairs and according to them my insurance is linked to a number that, s not mine. I. M paying insurance on this specific number. The insurance department does not know how to rectify it or they won't. This is unacceptable.

I have been trying to cancel my contract prematurely over the last week and have never experienced such difficulty and frustration.

After a number of times being cut off from the cancellation option on the call centre and having to find round about ways to access the quote information on cancellation. And then being told I have to go in or try call another number to find out the account details.

After doing this (through a payed call as my number had been blocked under suspicion of fraudulent calls - ONLY because the call centre had cut me off a number of times thus making me have to call again), I finally received the account details.

Trying to make the payment online it said the email address for proof of payment was invalid - I had to call again to confirm the email which I confirmed. The payment would still not go through and stated the email address was invalid. I was informed there was no alternative email and the only way to now resolve the issue was to email and elitesavesescalation email address. The fact that I now have to wait for a response from this email and that NOONE has been able to help over the phone is beyond frustrating and I am EXTREMELY disappointed in Vodacom's service.

You make it largely IMPOSSIBLE to cancel contracts which I find absolutely disgusting. Had I been someone without the time or resources to continue to follow this up it really would have been nearly impossible to get done.

I asked to be in November 2020 for the end of December 2020 or beginning of January 2021 to be relocated and sent through the form required and ti date I have not been relocated. I called to ask what I needed to do , I did as instructed by taking the Nokia router and completing the form and emailed it back.
I have called the call center on numerous occasions and to no avail. I just get sent from pillar to post with no concrete answers as to why I am not relocated.
I am paying for a service I am unable to use , I am unable to work or do school work or attend to other important personal matters without fibre and WiFi connection.
All I want and need is for the relocation to take and to be connected.

Good day.

It came to my attention after I applied for an additional line on my account of only one line that after it declined that on my credit profile they filed a missed payment.

I have never missed any payments and there system when I enquire shows no issues.

Since then , in trying to sort out this issue , nobody can help and every one is applying over and over again, Wich is now not indirectly but directly effecting my credit profile.

At this point I am complaining every where I can so that the person who can help hopefully sees this and addresses the issue.

Thanks.

Been seeking vodacom to assist me for few days now without any luck
Went to waterfront vodacom the lady was just bored gave the 082 1946 number she couldn't even check on the system if she can assist
Been calling the number everyday , send emails and everything still no response
It is disappointing to such a big company to treat their clients like this

After numerous phone calls and emails, vumatel technicians came out to install our vodacom Fibre with the vumatel line (already existed as previous owner(Manenzhe) had same service providers. Box is on. Power light on. Internet light FLICKERING.Wifi light on. Every time told wait 24-48 hours. Nothing. Have been phoning every 48 hours. "Will escalate to consultant" NOTHING!!NOBODY PHONES BACK!! NO MANAGER OR SUPERVISOR WOTH AUTHORITY IS EVER AVAILABLE. I had to phone Vumatel for help. They realized that this line is still active on Manenzhe's name. He gives me proof of cancelation. Phone 100 times again. New SR Numbers ALL THE TIME, BUT NOYHING GETS DONE!!! I am STILL TO THIS DAY being charged every month for Vodacom/Openserve Fibre!!! I have been a loyal Vodacom customer for 28 years and am in the proses of canceling phone contract and 3 portable wifi routers, if you people do not contact me in 24 hours. Annet Viljoen ID:6004220092080 NEW ADDRESS: 15 SHERWOOD CLOSE, BEETHOVEN STR, SONSTRAAL HEIGHTS, DURBANVILLE 7550. Old Address: 125 Kommissaris Street, WELGEMOED, BELLVILLE 7530.

After numerous phone calls and emails, vumatel technicians came out to install our vodacom Fibre with the vumatel line (already existed as previous owner(Manenzhe) had same service providers. Box is on. Power light on. Internet light FLICKERING.Wifi light on. Every time told wait 24-48 hours. Nothing. Have been phoning every 48 hours. "Will escalate to consultant" NOTHING!!NOBODY PHONES BACK!! NO MANAGER OR SUPERVISOR WOTH AUTHORITY IS EVER AVAILABLE. I had to phone Vumatel for help. They realized that this line is still active on Manenzhe's name. He gives me proof of cancelation. Phone 100 times again. New SR Numbers ALL THE TIME, BUT NOYHING GETS DONE!!! I am STILL TO THIS DAY being charged every month for Vodacom/Openserve Fibre!!! I have been a loyal Vodacom customer for 28 years and am in the proses of canceling phone contract and 3 portable wifi routers, if you people do not contact me in 24 hours. Annet Viljoen ID:6004220092080 NEW ADDRESS: 15 SHERWOOD CLOSE, BEETHOVEN STR, SONSTRAAL HEIGHTS, DURBANVILLE 7550. Old Address: 125 Kommissaris Street, WELGEMOED, BELLVILLE 7530.

On 2/1/2021 I have purchased a prepaid voucher at Metrohomecentre. When I arrived home I have tried to load the voucher but it refused to load as it was allegedly inactive. It eventually blocked my MSISDN number and I contacted customer services where I was assisted by Xoliswa. From feedback it appears that there was a manufacturing problem with the voucher. Xoliswa tried to load it remotely but it did not work. As per request I forwarded an image of the voucher to a service department, but the issue is still unresolved. I have contacted the retailer in order to exchange the voucher but they leave all communications unanswered. My customer compliant reference number is as follows:00288aFXP4C3MK2F. It seems that this voucher has become a proverbial 2nd hand car sale- no-one wants to take responsibility for the mechanical problems??

USELESS !!!!! WITH EMPTY PROMISES.
DECEMBER I WROTE A REVIEW ABOUT VODACOM BILLING MY DAD A AMOUNT OF R6000 FOR NO REASON AND AFTER HE REPEATEDLY ASKED FOR HES CONTRACTS TO BE CANCELED THEY DIDN'T DO ANYTHING AND STILL BILLED HIM EACH MONTH, ANYWAY A GUY PHONED BACK PROMISING HE WILL INVESTIGATE AND SORT ANYTHING OUT. YET AGAIN EMPTY PROMISES. NOTHING WAS DONE. YOU HAVE TO BE REALY DESPERATE OR OUT OF YOUR MIND TO EVER CONSIDERING VODACOM AS A NETWORK SERVER. THEY ARE USELESS AND LIKE CROOKING OLD PEOPLE. I'VE HAD ENOUGH!!!

I don't know where to start. Maybe I should ask if loyalty means anything these days. I received notification that my contract is due upgrade on 1st January 2021. After following the relevant processes, I was informed that I can't get an upgrade. Even though I have furnished them the documentation regarding their reasoning they still do not seem to see my point. I have been a Vodacom customer for 20+ years and have had the same number I am currently using for 20 years now. I wanted to upgrade my contract to a new device with the same billing package as I currently have and it would have cost me the same amount each month on my contract. After speaking to various people in various departments no one can seem to help me beyond a certain point. They have also confirmed my account to be in goodstanding and that there are no money owing, in fact, I have credit on my account due to me paying more than is due each month. The saddening part about all this is that this means absolutely nothing to Vodacom. As it now stands I am extremely and utterly disappointed in how this has been dealt with and more so for the fact that after all this time and refusing so many other service providers in favour of Vodacom, they have done this. I am at the point of cancelling all services with them and considering the others now as clearly loyalty to them has no value. It amazes me how quick they want to offer this service and that service but when it comes down to it, its like a big F YOU. To me this is unacceptable as my loyalty them means nothing. I had my number moved from prepaid to contract when i considered this a couple of years ago. So now I'm thinking of getting myself relieved from Vodacom with my number and moving on and then taking this even further as clearly, whether you are in good standing or not, or even considering a change in service with them, you'll need to be 200% sure that all your sucks are in a row. I have proof of all my payments to Vodacom as well as all my statements and I have paid more than due each month, before the date due each month and still cant get something as simple as replacing my current contract with a new 1 of the same value.

As I said to the people on the telephone, this is unacceptable and completely ridiculous. Then why grant 1 thing the 1 day and make a complete 180 the next time round. Also, why then state the client is due upgrade if you know good and well this shit will happen.

*Due to the nature of my complaint, all documentation as stated above will be made available upon request

October 2018 I applied for Vodacom Contract phone and I did receive the phones by courier then After three days I have received the phones I phoned Vodacom after sale customer care to tell them that one of the phones its faulty and Vodacom consultant told me that she will send the courier company to collect the phones back to Vodacom. Courier came after 2 days to take the phone. Vodacom Consultant advised to cancel the contract since were not going to send the exchange of new phones because there was delay to send me exchange of new phones and I agreed and contract was cancelled.

Now last year November 2020 I received a sms from Vodacom lawyer advising me that my Vodacom account is handed over to them ( lawyers) because I couldn't pay account since October 2018 and I'm listed on the Credit Bureau to the this Vodacom account.

I have done everything I could to correct this with Vodacom customer care, the last Vodacom consultant I spoke with is Philisiwe who said, she is going lodge a dispute to state that the I don't owe Vodacom any money because the phones in question were returned back to Vodacom warehouse and the Contract account was cancelled. Philisiwe gave me the reference number 1-34865826791233 to quote

5 January 2021 I phone MBD lawyers to get an update and they told me that nothing has been done by Vodacom to correct this as the account still in arrears.

Please I need your intervention on this matter because right now I can not do anything because my name is blacklisted.

Thank you

The screen had lines and I tried to take it to Vodacom shop as they would have been able to see the problem.i was then told to call platinum care who told me to send pic of the screen before I send it they then said they will take it in.they them sent a picture of the laptop saying it was cracked.they then said I cracked it after the technician was working on it.my question is why ask the customer to send proof by picture showing the screen with no crack and just the black mark and lines and then when platinum warrantee receives it there is now a big crack on the screen.if you guys took the computer in your own Vodacom repair shop you would have been able to repair it.i now as a customer must pay for something I took for fixing as the technician cracked the screen and is now blaming the customer thinking that I don't have a leg to stand on.i have proof sent to them of the screen before sending it to them as that's what they wanted to ensure that there is no other damage to the screen.it now has a cracked screen in their care.

There is absolutely no service. The Manager ignores me and tell the staff about her nail cream. The staff member that is supposed to help me with Vodacom insurance claim is laying on her back on the chair on facebook. Tell me she need proof of purchase otherwise she cant help me, I will need to go to Potch. Insurance confirmed that I don't need POP as it is a contract phone. She told me to phone the insurance myself and sort it out myself. No help from her. She did not even check the contract number on the system. Then I request to also update my contract. They just ignored me and carrying on about the nail shop. When I spoke to the manager about the poor service she was just smiling in my face with no reply. ABSOLUTELY SHOCKING ATTITUDE AND NO SERVICE AT ALL.

I visited Rosebank Mall Vodacom on 7 December 2020 and upgraded my contract to the 2 deal Hauwei P40 Lite. I dealt with Priscilla. I advised her that the cellphones were for my daughters and it would be Christmas presents, I.e. the cellphone boxes were only to be opened on 25 December 2020. Even though the cellphones were taken on 7 December 2020, Priscilla confirmed that the 7 day retun policy would only begin once the boxes were opened.

On Christmas Day the cellphones were taken out-of their boxes whereafter we realized that Hauwei p40 lite phones are not Google supported and the entire Google Play Store and all Google platforms are not avaliable on the phones. Priscalla did not advise me that the phones did not come with Google. My daughters need Google for on-line school. Also various other apps are not supported and have to be downloaded via various other websites, through the "back doors". Certain entertainment websites like Netflix is also not supported.

On 26 December 2020 we visited the Vodacom Shop in Rosebank to return the phones. The Vodashop was closed. I phoned Priscilla and told her that the phones are unacceptable as they are not Google supported. She advised she was unaware that they did not have Google.

We then visited the Rosebank Vodashop on 27 December 2020. The phones are in perfect condition, and have been returned in their original boxes with all earphones, charges, etc. We explained the situation to Carol.
She said we have to return the phones to the distributor as OBF. The phones are not faulty - and we explained the situation once again. My daughters need the full Google app and Play Store for online school. Carol said that this is the only route we can take and then the distributor will let Vodashop Rosebank know after 7 days if the phones are faulty or not. If the phones are not faulty we will have to keep them.

This is totally unacceptable. The issue is not with the phones being faulty. The issue is that Vodashop Rosebank did not disclose that the phones do not have Google. We use Google for on line schooling, as well as all communications, work and entertainment.

As discussed with Hilda, the branch manager of Rosebank Vodacom today, 28 December 2020, the upgrade must either be canceled as no payments have been deducted from my bank account, nor has insurance been loaded , OR new phones which are suitable for us can be provided. Hilda advised me that she will try her best to get authority from the distributor to let us exchange the phones, however please note that this is an in-store Rosebank Vodacom issue as the sales person did not advise us that the Hauwei P40 Lite does not have google .

Hilda advised me that she would explain our situation to the distributor and try her best to get us new phones within 7 days.

I look forward to hearing from Hilda within 7 days. Kindly note that if this matter is not resolved within 7 days I will proceed to take this matter further in light of what is stated above and in terms of the CP Act.

I have had no joy from Vodacom Rosebank. Hilda's response to me today is that there is no failure to the devices.

I need to cancel my upgrade or exchange the phones.
We need the entire Google platform on the phones. We are not satisfied with the phones and returned them after 24 hours of opening in their boxes.

Please can someone assist me urgently.

Vodacom is shocking after relocating we have sent Vodacom a relocation request to reinstall fibre to our new property.Everytime my wife calls you guys tell her its waiting to be assigned. How long does process take over a month? I cant be paying for something I am not using.My wife is working at home and using so much Data because Vodacom takes their own time to reinstall the fibre. Please we are tired of excuses and lies please get someone to sort this out ASAP. i have sent emails to Shameel Joosub and to the complaints department as well. my SR number is SR201127-898219

thank you
regards

C Pillay

I bought a i6 phone charger at Vodacom shop in Musgrave in August last year.

They sold me a snug brand for R499. When I displayed my reservations with any other brand, I was told they only carry this brand and not apple. They further indicated that I should keep the box and a slip in case if I have a problem and they’ll gladly replace it.

Today when a I tried returning the charger since it has a problem and is not working properly. I was told that the manager is not in store and a lady by the name Trisha Chetty who gave me a very unpleasant attitude.

I informed her of my sincere disappointment at the poor customer service and experience. I have been a Vodacom customer for the past 20 years and this is my very first experience or encounter of such service.

I would really appreciate if you could forward my complaint to a relevant desk.

Thank you.

Regards,

Thabang Mofokeng

I applied for vodacom fibre on 30 November 2020 which is the same day I submitted cancellation to mweb. To date I the router has not been delivered to me, I have no fibre connection. I start work today I need wifi. I have called 4 times nobody can give me correct information. I clled the 14th Dec the consultant tells me to call vuma for router, what bullshit, I call vuma they say router I must get the router from vodacom. I call vodacom again on 21st Dec the consultant said she's sending it for activation again bullshit. Yesterday I was told I need the new router I can't use the old router.. the consultants don't know what they doing.... Im still awaiting a manager to call me this morning to give me feedback from my call yesterday... I'm so frustrated I need to work I had to buy data...i feel vodacom needs to compensate me for all this inconvenience. Since I applied nobody has been in contact with me, I have been calling and not getting the service I needed!!!!!!!!!!!!!!!!!!.

This is for the Vodacom service centre in Vanderbijlpark Rossini Boulevard Vaal Mall
I did an upgrade on one of my numbers I was told the phones will be there today 4th of January when I phoned at 9:23 I was told they only did the orders today the contact number 016 9816006 an official Hellopeter complaint has been logged

Good day

I would like to express my dissatisfaction with Vodacom recently. After being a customer for so many years i expected a more wholesome service from you.

On 12 December i did an online pre order for a iphone 12 pro for an upgrade on cellphone number 0715159819.

After receiving confirmation of my upgrade, package, price etc i never had any communication from Vodacom again.

1. When i went into the store which i have been trying to avoid but afterwards had no other option he informed me that the package i took is an open contract and not a top up. When you do this online order it gives you no description of the type of package you have chosen except the basics. So now another mission for me to change this package which your sales agents tell me i can only do once i have the device and now I'll be charged for migration for a top up plan. Again all my problems. How is Vodacom being helpful in this instance with me as a customer?

2. I have to make endless phone calls since 18 December to find out where the device is and when its coming. If this device is on back order why do you put it out for pre order when you have no stock? To make money out of us and now we should just wait? I pay my bill each month with no issues when you need to take my money now when you have a service to deliver i am sent from pillar to post. First i need to call after sales, then i need to go here and email this one and after all my effort what makes you think i even want this contract anymore? There's no benefit for me. This is my first time I've pre ordered and to be honest its a ongoing hassle for a customer and i wouldn't advise anyone to opt for this. The only reason i did this was for the inclusion of the pods with the pre order.

3. There is no communication so i found out from one of your agents that my waybill number is K2335271 but this wasn't given to me in any sms and on that waybill number there is no tracking found. Is it so hard to email customers who have pre ordered to inform them of a delay and give them an expected delivery date or is this how Vodacom is doing business now? Pathetic service delivery to be honest. You are still advertising the phone on all platforms and I'm not sure why.

4. I'd like a formal response to my email please with a expected date for delivery not just i don't know answers and i will not be sent from pillar to post again. The effort should come from Vodacom now, I've made enough effort. Please get back to me about migration of the package too and give me the top up packages i can choose from. I'd like a plan similar to the one i am on now. You'll see i have insurance too, i need to change that which also only happens when i get the device.

5. According to your agents i will not be charged for the new device contract until received and i hope that this is the case.

Looking forward to hearing from you soonest.

Regards