Vodacom - Head Office Complaints

I sent a goal and it has been achieved in order for me to get Vodabucks. I did not get the Vodabucks. I loaded airtime and I got the Vodabucks. I spoke to Sarah on the online chat who didn't even bother to verify me or assist me accordingly. Yet when I said I am going to report her she and ended the chat.i have worked hard and spent alot of money trying to get Vodabucks and most of them expire today so I wanted to use my Vodabucks to play so that I could win as I was only 1 pazzel piese away from wining yet vodacom has not sent it to me. So are they actually scamming us to buy airtime set goals and say you will win water ever the picture shows once it has been completed.

I right with reference to my email dd 14 Dec 2020 on which you stated that ill have a reply in 2 days which never happened. Please advise who i can contact that will give me a reply and would it help to ask by when??? Regards

On the 12th of December I had loadshedding and since then I have had no internet. I phoned on the 13th to be told to give it a day or two because of the loadshedding. I have kept phoning and checking on my complaint (ref no: SR201215-972570) and have been given the run around by your staff at the call centre. I have had a few people tell me that they will phone me back and yet I have not received one phone call. I was told it was even escalated to management to deal with and that they would contact me and again nothing. I am sure that if I cancel my debit order, I would receive a phone call. I am definitely not happy with the service provided and will not be renewing any account with Vodacom. I will also be telling everybody I know about the bad service I have received. I have even gone onto Hello Peter app and your rating is a 2 out of 10. That is disgusting. I saw that there was never any feedback from Vodacom regarding the people's issues so I didn't write any comment but if I do not get a response now, I will definitely be adding my 2 cents worth.

Vodacom in error creating a new contract for me instead of processing an upgrade, to date no resolve has been made. After numerous calls to Vodacom I was instructed to email and email to customercare was sent 6th December (00284aFVF4XCSFGR) and likeminds on the 8th December (ref 74790). Numerous follow ups on Facebook messenger with the Vodacom Social Media team, and still no resolve!
Nobody is reading my email of what is required and getting frustrated! All I require is what I confirmed over the phone which is an upgrade and not a new contract.

I've been a loyal customer for 15 years. The current Shake off Summer 2020 is a scam. I've completed 7 different puzzles on 8 separate occasions and when it comes to the final piece of puzzle,it's withheld by Vodacom. Vodacom claims its randomized but 7 puzzles on 8 different occasions without winning a single prize is a scam not a randomization. Vodacom encourages you to keep buying V-Bucks to complete puzzles. This way they make money and the customer loses money. I've spent hundreds of Rands hoping to win the Samsung Galaxy S20 Ultra or S20 Note as advertised, nevermind the car or cash prizes but every single time Vodacom withheld the final piece of my puzzles. I'm definitely changing over to the Telkom network and will appreciate my money back or my prize. It's appalling that Vodacom uses it's customers money like this. It's tremendously misleading and disappointing to the customers. It's evident that Vodacom has no ethics or morals. I appeal to all Vodacom customers to stop part taking in this competition. You have a greater chance at winning the lotto!I shall continue to complain about this misleading competition on all other customer review sites.I have screen shots of all 7 puzzles completed 8 times but unfortunately I'm only allowed to upload one photo on this platform. This competition isn't softly advertised to its user's either, its almost forced upon you by T.V ads, everytime you recharge your account and via the App. It even gives you extra VBucks if you recharge your account using your banking account. Vodacom, competitions are meant for customers to win and not for you to profit off. Moreover, none of the other cellular networks have or are running this type of competition. I guess they are not into the habit of robbing their customers. Pathetic!

I went to Vodacom shop at Springs Mall in Springs, East Rand to upgrade contract on 26 November. I wanted the LG V60 dual screen and Neo, the Vodacom employees that assisted me, said they will order one first thing on 27 November because they did not have stock. He said I can collect on it on 1 December. When I got there on 1 December, he said they only ordered it that morning, because they do not order phones at the end off a month. Do not know why the did not tell me that from the beginning. Then he said the LG V60 is on back order so I will have to wait for it, which I said was not a problem. Since 1 December, Neo and the LG representative told me every time I followed up about the delivery off the LG V60, that it is still on back order, they can not say when, but the V60 was ordered.

I contacted LG South Africa yesterday, 21 December, enquiring about the LG V60 and the back order. The LG employee told me there is no LG V60 on order, because the cell phone was discontinued almost 2 months ago.

How is it possible that Vodacom did not know this? Do they not know the products they sell? They wasted my time for almost a month, because they do not know, or did not even try to find out. Why did I have to call LG to find out that the V60 is discontinued.

Today, 22 December, I went back to Vodacom shop in Springs Mall to complain about the service that I got. I asked to speak to the manager, but because he or she did not have the guts to face me when they heard I want to complain, they send the assistant manager. What a disaster, he was off no help. I was not asked who I was or who assisted me when I came in the first time. He was just as clueless as Neo that assisted me with the upgrade. I could see that nothing was going to happen.

This is the worst service that I have received at any Vodacom shop ever.

I reported and requested relocation on 6 Nov. That SR nr was closed for what reason I don't know SR201006-730011.

I am in a new house. I am still paying for fibre/internet and will AGAIN be billed end of December even though I have no fibre, no internet. It's not fair really???
I still have my router you just need to get me connected! Install the fibre boxes in my new house. When? When will who make a date with us for this?


I also refer to SR201202-920144

and SO201125-295418

Cindy Shane from Vodacom is the only one that really tries and she can also only do that much.

This neighborhood in Bloemfontein has fibre but the house doesn't have fibre box yet the previous owner used wireless internet.

Hospital park. BLOEMFONTEIN

A week ago I was asked for proof of address and photo of the wireless connection in house which I did send

Next week it's Christmas

Then new year. Essential services, work from home.

When will the fibre be connected to my house?

I have done what was expected of me.

Now please do your part

FrogFoot?

This is not acceptable

Really
What is the reason for this poor service? Vodacom or FrogFoot or who ever is responsible for the actual intallation work. Guys do u have a communication problem between yourselves and the sub contractors?

I am also in service sector. You cannot tell a client we are waiting for feedback, and give no detail.

Will I be refunded for the xtra month that you are the no show?
So dissatisfied and so disappointed.
So when will I get my fibre connected??

If I knew better.. I would never have asked u guys for fibre services.
I have been Vodacom client for over 20 years now.

Please. Do your part now.

Annatjie Hendriks
0823787964
1977***@gmail.com

Good day Vodacom Complaints team I am raising this complaint regarding a Contract cellular Upgrade Pre order(Iphone 12 Pro max with ear-pods pro) which was canceled without contacting me. I called on the 11 December to make an Upgrade to my existing contract and pre- order the ( Iphone 12 Pro max with ear-pods pro) for cellular number (082) 775-4429). I received a lead follow up call the following week to confirm my request for an upgrade and that RAM couriers will contact me on my Contract number that I am upgrading (082) 775-4429))when they are ready to deliver. I have just learnt when I followed up on my order status yesterday afternoon the 21st December that my order was canceled. Every agent that I have spoken too regarding why my order has been canceled has contradicted each other. Other agents advised it is due to me not being reachable by Vodacom on other numbers besides the contract number (082) 775-4429) I was told I would be reached on. Others agents said RAM couriers were not able to reach me. Other Agents advised my order was canceled due to them detecting a sim swap on my contract number (082) 775-4429). I must state that I was not at any point told when I called vodacom to initiate my upgrade and place a preorder about the above criteria, nor was I told about all the hoops I could need to jump on the Lead call I received from Vodacom. However conveniently and without any calls to me or emails, my upgrade request has been canceled. I believed these are not the Vodacom values that you uphold and live by in the way that I have received such poor customer service. I have been taken from pillar to post by every consultant that I have spoken too and all of them have been dismissive. Now I am being hold I need to go to a Vodacom store to apply again from scratch for the upgrade. I have no issues with that Provided I will receive the phone that I have pre Ordered on that day I get to the store. I have 2 cellular contract and a Fiber contract with Vodacom. Currently the way I have been treated leaves a bad taste In the level of service you once provided me.

I applied for an upgrade on the 05th of December 2020...I spoke to Cindy at 10 am...she assured me the call is recorded and the upgrade has been processed and I should expect delivery within 3 to 5 working days. This time period passed and there was no confirmation, no delivery ..not even a call. So I used my own airtime and called back on 15/12 and spoke to Shaheena who informed me to my surprise that the upgrade has not been "completed" and that only Cindy can do this and that she will send her an email to call me back. I even said to Shaheena what do I do if I don't get a call, she assured me, no not to worry, she will call back! surprise surprise, no call off course! so yes I call back on the 18th or 19th December..spoke to sade... the same story but this time a manager will call me back and that she sent to the correct department to complete the process.....lol lol lol..that's right no call from the manager either...so yes my fourth call on the 21st December ..spoke to Thembiso at 14:22...he said the exact same thing, this time I was at boiling point and told him I ain't dropping the call till this is resolved! he says ok mam I submitted the upgrade ...so wow u can submit it but the others couldn't...then tells me I shud receive an SMS...guess what no SMS!!! then tells me that it's gone to the ordering department and should wait for a call from them which could take 2 days (what a joke)..then only will the upgrade get processed! is this even believable? will I get a call? will this upgrade ever get done? from the 5th Dec to the 22nd December...what a pathetic company ..what absolute disgusting service. a simple gift for my child for coming out in the top 10...and this is the utter nonsense I had to put up with....do u guys know what you are doing???????????????????????????
Karina Govender
0764239549...Vodacom number
contact number: 0832129552

Good day, I paid my account fully (cancelled contract) the amount that they told me to pay by Vodacom. I now get told I still owe a balance. My complaint is why the consultants are not advising customers that it is an estimate amount and there might be an outstanding amount that could be added as no one told me anything. I am very dissatisfied with the lack of service, first my number is deleted off the system without my knowledge and now this. I have been a valued customer for almost 10 years and this how you are treated?

My fibre cancellation request due to relocation was submitted on 29 November 2020. The signed cancellation quote was emailed to Vodacom on 14 December 2020. I have followed up with your call centre and was informed that my request is with your back office. Why doe it take so long for a cancellation request to be processed. This is totally unacceptable as because of your delay I am being billed yet I have not used the Fibre since my cancellation request was submitted. What more must I do as a customer to have someone at your office process my cancellation request?

Very disappointed with your services.
Kindly get someone to attend to my cancellation request ASAP as I refuse to be billed for services that I have not made use of.

I applied for an uncapped home fibre of R449.00 a month as advertised and was told it will be installed in a week. After a week an LTE was delivered instead of installing fibre and was told its a temporary solution until fibre is installed in a month or so. I am being charged more than the fibre amount advertised and this LTE last for 2 weeks for an amount of R600. This is an inconvenience I don’t know why Vodacom employ incompetent sales people who sells products that cannot be delivered. It’s 5 months now I’m without a fibre but paying ridiculous amount for such a pathetic service. I have written numerous emails and bd calls but they are all disregarded

Good day

I have made attempts to upgrade / downgrade my contract online, but the system does not allow me to.
I have phoned Vodacom cancel/upgrade line and as the account is still on the old system, I am promised a call back. I never receive the call backs. This happened now on 5 contract numbers.
I am now trying to cancel the contracts but even that cannot be done as no-one calls me back and the FB messenger person wants to upgrade the contract when I have not been avke to do so.
These are existing contracts on Vodacom network since about 2009. Vodacom is willing to accept R1600 from me but cannot even downgrade my contract nor give me sonething that fits my changed needs. I have a 20GB MTN contract and therefore no longer need more than 2GB on the new contract. I barely phone and theerefore 200 min is a waste.

Could someone please give me some service or I will need to contact the media or ombudsman for this poor service delivery.

Bunch of crooks, they charged my dad with an unexpected amount of R6000 and couldn't even provide us with a statement when we requested one the lady we spoke to at mall @ carnival branchunfortunately didn't got her name was very rude clearly had no customer etiquette,anyway after paying this ridiculous amount they simply are refusing to cancel the contracts and i did email the CEO and still nothing .Unprofessional!!!!!!!!. Wouldn't recommend this useless service provider to anyone.

Good day

Ever since I upgraded i have had no joy
i currently owe Vodacom unsuccessful debit order fee and a data subscription fee
the line has since been blocked

since the only contract i have with you is verbatim, pls kindly forward me a recording that outlines the fees
on the previous complaint i laid, i was to be emailed the contract which has not been sent to date

should it be that the fees were mentioned on the call recording, i am willing to pay them
question is will i be reimbursed all my monthly airtime allocation for the months the line was blocked?

my id no:8702180802087
my vodacom ref number: I34304462

Regards,

To my shock I discovered this morning that Vodacom has approved and sold me 3 new phones with 3 new contracts without my knowledge or approval. This deal was done by Vodacom on my behalf on the 15th of December 2020.
I received a phone call from RAM couriers early this morning to confirm that I have my ID ready and that I am home to reive the 3 new phones. I made it clear to RAM that those are not my phones and not my address - 22 Erskine Street Scottburgh KZN and that they should not deliver these items to this address.

3 phones and 3 contracts - this was not just a mistake it was done deliberate.

I raced to the Vodacom store at Gateway Mall to cancel these 3 contracts only to be told this has to be online and not instore. I called Vodacom online from the store. The online service lady asked me to hold as she was going to call the courier company to stop the delivery. She never came back to me even after 20 minutes of holding on.

Back home I tried for 2 hours to get Vodacom online to answer my call. Eventually I spoke to agent. She was very help full and escalated the case to her managers level. She assured me that the transaction would be reversed toady and I would be notified.

It is Monday 17:30 and still not a word from Vodacom.

I have been with Vodacom from day one 29 years and this is what I get for my loyalty – Vodacom activating my account without my knowledge or approval, this is fraudulent in my books
Reset assured I will cancel every single contract with Vodacom as the come up for renewal because if Vodacom can do this, what is next ?????

In the meanwhile I am searching do escalate this matter further.

A request was logged on Monday 30 November
(sr201130-907128) to activate a fibre line for
Kronkel Str 41, Paarl North. (The line was already installed and managed by Vumatel.)

Ever since Monday, 30 November I have phoned every single day, each and every assistant only apologized and told me it will take 24hrs for activation.

Two ticket numbers have been generated, mails were sent back and forth however, NO feedback from Vodacom to me regarding what what was going on and why their was a hold up on this activation.
(ISP 257118 AND ISP 251947)

I have phoned Vumatel numerous times directly, just to hear that the line is open and available and just need configuration on my name by Vodacom.

On Friday, 11 December 2020 I have requested to cancel the entire request for activation due to the fact that I did not receive any customer service from Vodacom and that the line was not activated yet.
My reference number for cancellation was
SR201211-957525

I have decided to choose another ISP for activation of the line.

However, they cannot proceed with the request due to the fact that, according to Vumatel, Vodacom is holding the line and still need to cancel the activation request. Before Vumatel does not receive the request from Vodacom to release the line, the newly appointed ISP cannot proceed with activation.
Reference regarding communiction between the new ISP and Vumatel is VC-111220-159822

It would be highly appreciated if the request to cancel the activation can be finalized by Vodacom at Vumatel. Please send me a mail to broodk***@gmail.com to confirm that the line has been released.

On 25 November I emailed through a relocation request I was issued with a service request number - SR201125-890563.

I was advised that this request had a SLA of 30 days. I called at least 4 times during the 30 days to ensure things were on track.

To this day I am being told that the request was assigned to a person that I am not allowed to contact directly. Surely by this time, Vodacom should have a scheduled date when the relocation will take place. After all, that's all I want to know, WHEN?

With Xmas and New Year holidays coming up, I bet my relocation will go well past the 30 day SLA...and nobody is bothering to phone me to confirm the installation date.

Every day I look at the Fibre-ready box on the driveway and wonder why is it so difficult for such a big company like Vodacom to come and do such a small installation? I am paying for a service that I'm not getting. Are you going to refund this?

We cannot accept that we must "just sit and wait". You don't just sit and wait for your monthly payment? We pay on time every month and now expect some action and service.

I am waiting in anticipation for a reply...

On the 27th November 2020, I called 0821958 to assist me in doing an upgrade 1 of the 3 contracts I have with Vodacom. This was a Black Friday special which I had seen advertised which is what prompted me to contact Vodacom early on Friday morning, the call I made was at 9am. I called as soon as your upgrade department opened and was greeted by consultant Johan Spies. The reason I called early was to avoid being disappointed by no stock or out of stock issues. During this call, the consultant had checked his stock on hand which he assured me was 96 available so I would get this deal. He in fact promised me that I would get this deal, because there was an issue when he was processing my upgrade. He said the order will automatically come through. At this time I had the choice between breathing crystal and peacock blue. I had chosen breathing crystal. Consultant advised that I will receive a message on my phone which I would need to accept. Which I had done, all was confirmed and I assumed my upgrade was done. All I was going to wait for was the delevery of my new P30 lite.

1 week later I called in to enquire when it was going to be delivered just to be told that my upgrade had not gone through and it was canceled somehow on the system.
The consultant Mr Spies did contact me and advised that there was a problem and my upgrade did not go through. At this stage I was patient and accepted the fact that these things do happen. He insisted I would get this deal, so I did not worry. I was his 1st customer that called in on Black Friday, it would be unfair for me to not be given this deal. However it is now approaching Christmas and still this has not been resolved.
I was contacted by Mr Spies on Monday 14th December, he advised that this handset is discontinued and that Vodacom will not be getting more stock. I advised him to please escalate this to Management and revert back with a solution. Surely a phone can be sourced for me, this was not my fault my upgrade did not go through.
I have called Friday 18th, as I was not called again as promised. Consultant said they will email Mr Spies to call me, but still no reply.

I feel I am not valued any longer as a Vodacom customer. I have had multiple contracts wihh Vodacom for many years. Can a team leader or Manager at upgrade department please contact me so that we can discuss what is going to happen with this deal please.

I called in to cancel my upgrade as I didn't require another phone. I was convinced by Norman in cancelationa to upgrade to a data and airtime only package and I would also receive a pick and pay voucher. I have had to call in 4 times now and am told it's escalated however get no feedback as I haven't received the voucher. No1 has contacted me as yet. Further to this I called in to query why I have not received the voucher as yet today and spoke to a Kerusha Chetty and Curtis James who just advised me that the voucher takes 2 months. This is misleading as the initial advisor misinformed me. He said the voucher is for December
The incompetent Curtis says they were just advised that the voucher will be given to customers in 2 months like that somehow is my problem. This contract needs to be cancelled asap. These call center advisors are clearly idiots.