Vodacom - Head Office Complaints

I fall behind on payments and then my line was cut made the payments and they told me 4 hours then i would be reconnected 72 hours later 3 vodacom shops later and n shit load off calls still not connected and each time its the same story 4 hous then you will be connected this is just so fucking pathetic service

Good day

Since May 2010 im battling to cancel my data bundle contract at Vodacom without any success. I visit your store in Baywest Port Elizabeth aswell as phoning 135. This debitorder is still active.
Heinrich Minnie
7103215023081

I have made a call in October 2020 to cancel a contract as I can not afford to pay for the contract and it has ended I was told it need a 30day period it will be close you don't need to pay another month. I called in again November 2020
to find out if it has been canceled I am told no it is gone to the back office in 14 days it will be resolved I called back in December2020 the guy tells me your account is in arrears and he can't do anything on his side and I paid on the 2nd December 2020 the next payment due was 11 January 2021. I asked to speak to a supervisor he said due to covid they can not come to his desk he will log a call I will get a call back in 2 days. weeks have went past and I got no call from a supervisor. It is testing time people in a panic to keep food on their tables and their homes running and vodacom refuses to help by doing what they are suppose to and simply giving a customer service,i am so disgusted with their service I feel like I shouldn't even use this network.

Kindly assist as I desperately need help with this matter.

Good day

I am extremely disappointed with the level of service that I have been getting from Vodacom recently. I have been with Vodacom for over 2 decades, have 3 contracts.

I did a telephonic upgrade in October 2020 for number 0721394664. The consultant offered me 10G anytime data pm for the duration of the 24 months. I accepted the deal. However come January 2021 I realise that I have actually only been allocated 5G data pm. I called customer care on 1 January 2021, Jacky assisted me. She told me she would 1st have to listen to the recording, then she would phone me back with feedback. She phoned me back after about an hour. She confirmed that yes indeed, Morena, the guy who assisted me with the upgrade, promised me 10G monthly but had unfortunately not allocated the data. She said she would put me through to Retentions department and they would immediately sort this out for me. She then later said that she tried putting me through but it seems the Retentions department is not working today, probably because its a holiday. But she will ensure they give me a call tomorrow morning.

I told Jack that I would like to listen to the upgrade recordin. She said unfortunately she can't send me the recording as it's against Vodacom rules, however I can go to any Vodacom store and request to listen to the call in store as she has attached the call to my profile.

Next morning I get a call from someone from customer care who tells me Jacky requested she call me and put me through to Retentions so my issue can be resolved. When some1 from retentions answers the call, he asks me to explain how he can help me... he clearly had not received any briefing, so I had to explain my complaint all over again. While I'm explaining, call gets cut off, he doesn't bother calling me back.

I decide to go to Vodacom shop The grove mall hoping for better service. There is a line of customers outside the door. I ask the assistant at the door if Red Clients also need to stand in line, she says Yes. My experience from being a Red client was that they jump the line and are given priority. Her name was Elekanyani. I immediately asked her to confirm with her manager if indeed Red clients also stand in line. She did go ask and came back to me saying yes, stand in line.

I got annoyed and drove to Menlyn Mall Vodacom shop. There I was immediately assisted. I explained my situation to the consultant, Fifi. Told her I would like to listen to the call. Fifi tells me a different story to what Jacky told me the day before. She says the recording is sent to clients via email, and that clients are not referred to stores to listen to recording. I tell Fifi that the recording has been attached to my profile, she checks and finds no recording. Fifi further tells me that there is no record on the system of my call to customer care on 1 January. She then proceeds to log a request for my complaint to be attended. She gives me a reference number and tells me to wait for an sms and the recording would be forwarded to my email address.

I'm now sitting in my car typing this email, beyond upset and disappointed at the level of service Vodacom has given me. I expected professional service from well trained knowledgeable staff. Instead, I have been given the opposite, regardless of the thousands of Rands Vodacom debits me monthly, without fail.

Order uncapped wifi and Business LTD was installed I am 82 years old with no business Sales orderSO200816-157812 acc SNE2022BXKZ02122 approved 16 Aug 2020 No uncapped fibre or wifi available in Fichardt Park Bloemfontein till March or June 2021as per agents

Good day

For 3 months we called to cancel one contract, then the person says its cancelled , the next month we get billed again for the contract , everytime they say its cancelled but for the 4th month again we have been billed , if you don't cancel the contract we will cancel all our contracts with Vodacom and we have a lot with you

Dear Vodacom Customer. Your service ticket with reference number A9-8MI9-F917Q has been closed. Thank you Vodacom.

Good morning

I received the above SMS re my query. I do understand it fully but u are not responding to my actual query. Yes, I received and won a few puzzle pieces I previously won but my complaint was I won thee last piece of the puzzle 6/6 and the next msg popped up on my screen.. Shake is down technical error..
Then I received numerous msgs that I had won that puzzle piece before
What happened to the last piece I won. Is this shake rigged.. I have read the t&c's..
What happened to my prize.. This is unethical. So u guys take 5 days to tell me to read the terms and conditions. I sent another email and received an automated response to make use of the app or ussd string. I have played again daily and currently I have 1 puzzle piece missing on all prizes. I understand it's a game you win or lose.. It's not guaranteed but if you play and win the last puzzle piece you expect your prize.

I wnt a proper answer regarding why I did it win the prize I was supposed to.
I'm not explaining the entire story again. I wnt an answer today.

Hi i am contacting you in regards to your shake off summer promotion with the mystery box....i have been shaking everyday since u started with the promotion in November now the first mystery box i won gave me 120mb for one day on which i contacted customer care as i feel its incorrect in the first place to have it listed as a box but then i win a digital prize and then on top of it ur frequently asked questions has the mystery box listed that it can win a value of R200 to R10000 now i have heard nothing back in regards to that complaint and since then i have one the so called mystery box 2 times this morning being the second and again i win 100mb for one day. Firstly i feel this is unjustifiable and false as it doesn't meet the value listed, secondly i am expecting a physical mystery box maybe if that isn't
the case u could list it as u could win a digital prize or something but not list it as a mystery box? I thank you for the time to read this and i would appreciate any clarity you could offer me in this regard.

Have a great day further
Daniel Heinen

I phoned vodacom customer care to help my brother who is intellectually disabled yesterday, he has his sim card just that his phone is broken and must change to micro sim has been a loyal over 10year customer but now has to pay for a sim swap just because he couldn't answer 2 questions. Consultant "Simphiwe" when I was lashing out also did the same & I'm dissatisfied with vodacom making it easy to resolve my brother issue not him but now also unhappy with him.

Good day

I submitted a complaint before about the struggle to upgrade 2 contracts with Vodacom. I finally managed to get 1 done and requested that they assist with the 2nd upgrade.

I tried since August 2020 to do an upgrade on an existing number for a laptop. I phoned Vodacom online on 15 December 2020 and requested assistance as the account is still on the old system. The call centre person did not have access to the old system and I was promised a call back. I logged the complaint on 22 December 2020 and managed to do the upgrade on the other line, not the laptop as I needed to drive and requested the person to call me back. No call back for request on the 15th and 22nd.

On 23 December 2020 I phoned again and was promosed a call back. This time someone did phone me back. I told the operator I want a 1TB hard drive laptop preferably HP brand but that I do not need a lot of data. 3GB data would be sufficient.

She told me that they don't have the HP in stock but offered me a Mecer with 30GB data which they had in stock. I asked whether the Mecer has 1TB hard drive and upon confirmation, I indicated she may proceed.

On 29 December 2020 I received the Mecer laptop but it was a 64GB hard drive. I cannot use it. One of the files that I need to run from the hard drive, is 50GB and therefore the laptop is of no use to me. My phone storage is bigger than the laptop's hard drive.

I contacted Vodacom and reported the problem. They promised to arrange for collection. On 30 December 2020 I drove to Vodaworld in Midrand to see if I can sort this out. They phoned Vodacom online and could not get assistance as there was no-one that have access to the old system where my account was. Whilst on this call, I finally received a call from Vodacom online to arrange collection and was told collection takes 7 to 14 days, then they need to cancel the upgrade before I can make another attempt. This was around 11:30 when I submitted the complaint the previous day. I told them this is unacceptable.

I phoned again to find out where I can drop the laptop off to speed up the process and after several attempts, I was given the courier company, RAM's, number and phoned them. The collection was done on the 30th. I forwarded the track number to Vodacom immediately and was told it was too late for them to attend to it. This was 14:11 on 30 December 2020.

I need this to be speeded up as I have struggled for several months and when I wanted to cancel, Vodacom could assist but gave me something that I did not requested and cannot use. It seems they placed people on the call centre with no knowledge of the products and just wanted to do a sale. Further can I not get assistance as my account is not accessible to call centre agents whereas Vodaworld had no problem to gain access. I do not understand why they cannot transfer the account to the new system. MTN did this everytime when they change systems and their services / support is much better. I never had a problem with MTN whereas I have problems with Vodacom every single time something needs to be done on my account.

Now I have to wait for Vodacom to cancel the upgrade or reverse the transaction before I can make another attempt to upgrade.

Morning
This is the final of many emails sent , but i am still getting replies to submit id plus six signatures ( hope not commit fraud ? )and affidavits .
I submitted emails ( can be forwarded on request ) stating we now live in the UK and dont have access to getting SA ID certified etc ....surely my ID must still be on record at vodacom ?
The more i tell VVM and your collections department , the more i get the same email replies...it is frustating that none can check my records to prove history of this month to month account WICH WAS CANCELLED IN EARLY 2020 AND AGAIN IN AUGUST
HEREWITH MY LAST EMAIL SENT BELOW ...

I still have not received any confirmation regarding my numerous emails sent in this regard
I now summarize finally as follows
1. Earlier this year when i cancelled this data dongle at a vodacom shop , i was contacted three months later to confirm i am in arrears.
I was very upset as i did cancel , but had no proof .
2. After speaking to someone at vodacom i agreed to pay the arrears and again asked that they must make sure the month to month must be cancelled
I was assured it would be done and visited a vodacom branch to confirm it was done after i paid .
I saw payment of just over R400 was paid and cancellation confirmed.
3. Now you have sent me emails again saying i am in arrears .
4. I refuse to accept this as i have given notice twice to cancel and yet the incompetence of someone at vodacom is responsible for this situation now.
5. I have threatened that i will take legal recourse as well as posting this in every social media page available as well as carte blanche tv.
6. We are now relocating to the UK permanently and i demand these arrears to be written off .
If you keep telephone recordings , please refer to them , especially when i gave notice to an agent at vodacom when the first query surfaced , i think somewhere in june-august this year .
Also refer to my various emails sent on this matter .
I am not available on south african mobile anymore and prefer all communication in writing by email , so i can have evidence

I applied three- four days ago for an online contract. I wanted the Xiomi 9 pro. I get an email saying it was approved. To day when I called to find out the procedure, they say its approved with conditions. They selected what phone I should get rather than the one I applied for. How can your call centre or who ever decide what suits me? I applied for a contract that I can afford, I would not have applied if I could not afford it. Moreover, your call centre agent is rude, and inarticulate. She was extremely morbid when I asked to cancel my application. This is absolutely appalling and disrespectful. You have no right to decide for a customer, instead of approving, they could have sent an email stating the conditions. Customers shouldn't be running after you for feedback either. Pathetic really.

The staff at Centurion mall Vodacom shop 131A are always helpful and give great service

I ‘ve been unfortunate whenever one particular consultant assist or try assist me he’s always arrogant and always acts as if he is doing me a favor by assisting me by the name of WILFRED

The consultants at centurion shop 131A never wear name tags which I find confusing. I had to fight just to get the consultant name which took a good 20 minutes just to find his name .His surname was refused to be given

The consultant WILFRED looks down on black people which I can see by the way he looks down on me . I don’t want this to be a political matter were the EFF has to called to the shop in the manner which African people are disgustingly treated by WILFRED

I claimed for a stolen cellphone which was stolen with my wallet and my ID original .

I went to the Centurion mall shop 131A . I was assisted by again with a consultant who had no name tag (a lady ).she assisted me well with blocking cellphone number and providing me with my IMEI number. I gave her my temporary ID and she checked with the store manager if the Vodacom insurance with accept. She then informed me that yes definitely Vodacom insurance would indeed accept the temporary ID.

I went back the second time with my case number and affidavit

The unpleasant happened I was assisted by WILFRED who again true to his character was again arrogant and look down on me.
I gave him my temporary ID and he said that the insurance company wouldn’t accept the temporary ID and he didn’t even check with the manager

I came back the second time the same day to the same Vodacom shop and was lucky assisted by another consultant who advised I could have emailed a copy of my original ID copy to him which I did and I was assisted quite well

My claim was approved and I went back to the same Vodacom shop and I ordered cellphone that the store didn’t have instore, a cellphone was ordered for me on the 21st of December the consultant advised it might take longer cause of Christmas and Boxing day it normally takes 5 working days. (again helpful )

I went back to the same Vodacom shop on the 29th of December and the unfortunate happen YES I was assist by WILFRED
He never disappointed he was rude ,look down on me and condescending. He advised I should comeback after the festive season that’s when I’ll receive my cellphone or I must check with other Vodacom shops myself or the warehouse myself then he dismissed me

I asked to speak to a manager and he advised the manager had left for the day which the time was 16:30 and the shop closeses at 18:00

I’m deeply hurt by the manner in which I’m treated by this consultant and I will cancel by Vodacom contract just because of his service

My contract cellphone is 082 909 1140

My contact details are 082 33 66 576 or email to***@out.co.za

I visited Centurion Mall Vodacom store yesterday afternoon to transfer my 1 cellphone number to my son. They refused that I and my son enter the store together. I was informed I can go in first and finish my business and go out and then my son can enter the store. This was the most humiliated experience I ever had. There were about 8 consultants in the store and about 3 clients. I was firstly assisted my Tim and I insisted to speak to the store manager. Then a guy named Francois came and not even following social distance (less than a metre) informed that we cannot enter the store together. I was informed "This is Covid rules from Vodacom Head Office". I left as I will not be treated that way. I understand the social distancing as I am a Compliance Officer for Covid-19 and manager at a large bank. If they informed me it is fine to enter together but we just need to be separate a metre at the sales consultant I would have accepted that but to treat my so bad I will not accept. We went to other service providers to get brochures of what they are offering and I am looking at changing my service provider after 23 years of being a client of Vodacom. On our way to the parking lot my son noticed that 3 Vodacom colleagues entered the store close together with each other and the lady's mask was under her chin. What are Vodacom's rules protocols they now follow? We at the banking industry are very strict with the Covid rules and will never chase customers away like your store did yesterday. I will be severely disciplined should my Head Office receive a complaint of this nature. I want to know "DOES VODACOM WANT CLIENTS"? There are other service providers who will gladly accept me as client.

I have taken a new contract on 21/12/2020, I have not been receiving any calls or sms.
Problem logged on 24/12/2020
Ref. 134870799788549
I really don't know y the ref is so long, maybe because they take soo long to resolve an issue.
I have also called the vodacom store where I have taken this new contract ie.Mall of the South, without any joy.

I have tried for four weeks to get fibre installed in my house in Knysna. Being sent from pillar to post. SR being closed without work being done. New SR loaded but then I go to the back of the queue again.

I had a judgement against my name dating back to 03 February 2006.

My details are as follows:

Names - Graham Maurice Benjamin Jacobs
ID - 800501 5174 080

After several escalations including Hello Peter, Vodacom took my complaint seriously and reverted to advise that my name would be cleared against this account. Its 14 years later and as a consumer I should be treated with some respect. I did not know that this was still active against my name.

Commitment was made that my name would be cleared as its overdue. Today I drew a credit report and my credit score is extremely low due to this account still reflecting under my portfolio.

I have contacted numerous credit bureau's providing documents to confirm that I am credit worthy and my efforts are in vain due to Vodacom account.

I am trying to build my credit status as like most South Africans we deserve a fair chance at a good credit score and financial benefits. I am exhausted with asking Vodacom for assistance.

I ask you to please help me with this account that is over 14 years.


I have a clearance certificate from the NCR and a Consumer Trace Report from Vodacom to say my name is cleared. But if you log into Credit Score this account after 14 years is still active.

I look forward to your favourable response to assist me. Please and thank you.

Kind Regards
Graham Jacobs
Cell - 061 482 0298

According to vodacom, fibre installation takes 21 working days but worse case scenario can take up to 8 weeks. The order was processed on the 19 October 2020 and to date we have not received installation nor any word of when installation will be done. When we call the 0821904 number the level of incompetence is shocking. You can speak to 5 different consultants and receive 5 different answers on the same query. If they are not giving you varied answers they are “escalating” the call and sending the request to the agent, or being told it is out of their hands, not their problem and there’s nothing they can do about (if you’re offering a service, that customers are paying for and there’s a problem only you can resolve then it is most certainly your problem). In vodacoms own words the service requests should resolved within 48 hours. When you call back they have no idea what to do other then “escalate” it which does absolutely nothing. If you’ve been escalating something for 3 weeks with no desirable outcome, what makes you think escalating it today will make a difference? (Insanity is doing the same thing over and over again and expecting different results) You then ask to speak to a team leader who is not in the office (they can call you back / don’t fall for this they will not call you back even if their lives depended on it), if you are are lucky enough to speak to a team leader after having to hold for over half an hour, they are little to no more help than the first line responder, who can also do nothing but “escalate” the matter and make false promises and tell you they will follow up and definitely give you feedback, which no surprises, no feedback is received (we have dealt with two team leads: Sydney Matutu and Nicole Mars - I don’t mean to name and shame but somebody needs to be held accountable). If vodacom or their service providers are unable to fulfil the service at least have the decency to say actually it’s not possible maybe look at a different service provider who will treat you with respect and not send you running in circles telling you that their poor service delivery is not their problem! I have very little faith that I will receive any sort of communication or feedback from this post but it’s here nonetheless because I am tired of calling 0821904!

On 17 August 2020, I was contacted and engaged in ONE contract (Meccer Laptop, 10G, sim-card, router) however was GIFTED( I did not at anytime accept a second contract for exactly the same package!!!) a second laptop, sim-card and router. I am now being billed for TWO laptops, sim-cards and routers.

I have been informed that the problem lies with the supplier of the contract however to date I have not received a contract or any feedback but am billed monthly for TWO contracts.

I was told in September that the voice recording will be listened to, to determine if I heard wrong or if the consultant was not clear. In November there was no recollection of my previous request or escalation.

THUS THIS IS MY THIRD ESCALATION. I am a customer for over 20 years, but with this type of service my mind is all too seriously considering to end my contracts, due to poor service and miscommunication and NO CUSTOMER SERVICE. Even the WhatsApp robot does not have anybody return my calls.

Not once during the conversation was it mentioned that I would be paying R399.01 times 2.

It is really convenient to process my debt order for 4 months but even more convenient to not address my concerns.

The numbers I have an issue are:
082 856 8236
066 265 6237

Current reference numbers:
1-34777158121344
unfortunately the November one is now missing- apologies

For the past two months I have called the Cancellation Department requesting for my contract to be canceled and the number to be switched to prepaid. It should be noted that my contract expired on 1 November 2020. To date, all the Call Centre Agents have sent me from pillar to post, refusing to adhere to my request. Every time I call, they promise that my request has been processed only to find out later that has not been the case. So how many times should I call the Cancellation Department before my request can be taken seriously?