Vodacom - Head Office Complaints

I have been waiting 390 days for my fibre tio be relocated. After numerous calls, emails, etc still nothing. All I get is SIT TIGHT WE WILL GET BACK TO YOU.
IF I DI NOT GET A DUE DATE TODAY FOR RELOCATION I WILL BE CANCELLING MY 3 YEAR FIBRE CONTRACT.

PS At no time was any alternate solution suggested yet I pay for a service I cannot use.

PATHETIC!!!!!

REF SR201116-852470

I called the store this morning(17/12/2020) asking about taking a contract and was told I need to come in with 3 months bank statements and my ID. I asked if I need to carry my payslips as well and was told no as the proof of payment will show on the statements. I visited the store (Vodacom in Soneike Ipic shopping center). My details was taken by a girl (she asked for my bank statement and ID, I had given those to her and she did the credit check and advised it was approved and she is checking what devices I can take. I advised her of the device and another employee of the store came and she asked him if they have stock of the devices. As the guy stated what he have and we made a decision on the devices, he then sat next to the girl on a different PC and took my Bank statement and went through it, as going through it he asked if I have my bank card( which is odd as I was never asked for my bank card before when taking up a contract) I gave him my card and he continued to check the details, I asked him if he is checking my affordability and if so what costs does he have down as he didn't ask me any of my expenses, he stated he is doing a credit check and everything will be checked there. As we proceeded to and signed for the contract another customer came in and he went to assist, the girl that was assisting me went to him to ask for the devices to provide me with them and he whispered something to the girl and she then went to the phone and was dialing. The girl didn't have any paperwork with her to call anyone with regards to me as the paper work was on the table by me. When I asked how long they will be the guy stated they have to phone my company to confirm employment.( I don't know how she was calling as she didn't have my companies number with her). Due to time I had to be back at work I decided to let it be and not take the contract. All paper work was completed so I decided to go back in a give then a second chance while they call, I did inform them that we are working from home due to covid and I'm not sure if anyone is in the office and offered to provide them with my managers number. he refused and said they need to call the office number. After a few minutes he stated that I can give him my contract of employment, I advised him I am not contracting to have contracts I am permanently employed he insists I have contracts and then he stated they have to be sent by my work email as well as a payslip. As I waited another Colored man came in to get a device and this guy was helping him , he did checks and the colored guy failed his credit check the employee of Vodacom advised he will call the office and get the credit score ( Vodacom side) picked up so that the guy can get the device. I passed my credit check but was then told a credit check is been done, i have proof of payments and even showed him my last payslip yet i was still not provided with the devices. He even then asked me about where i live and if i go to Durban and how often i go - i dont see how this was relevant to me taking up a contract.

In the 30/11/2020 i booked my tablet vodafon N8 for repair because it's just froze i was told that i must book with the insurance which i did so till to date no response from Vodacom service provider my job number is . 13557255-44282653
I am requesting full investigation regarding poor service i ve been calling again and again without any help from vodacome

My name is Kholofelo Joseph Modiselle and i have a contract with vodacom on Huawei P30 Light and i was phoned by your insurance department to take up insurance of which i did and have been paying the insurance ever since .. i now processed a claim with vodacom for my screen that cracked from my tragic fall and now I'm being told that the claim was rejected because the sim was not in the phone and when i took up this insurance this was not explained to me. And I'm now stuck with a useless phone and yet i continue to pay for this insurance that has absolute no help to me ... and i have requested the proof of my acceptance of the terms and conditions and i am still waiting for feedback. I've been holding on for more than 2hours to escalate my matter until they hung up. I am escalating this matter to ombudsman because this is absolutely unacceptable, I'm being inconvenienced and I'm asked to understand and i am not accepting that... either my phone gets fixed or they refund me all the premiums i have been paying for to date.

I want feedback today.

Kind Regards
Kholofelo Modiselle

I purchased a Promotion Bundle R129 6Gig 7 Days using the vodacom app and paid with my bank card.
Purchase was made on Monday 7 December 2020 E70582337
The money came off my account successfully.

I have made several calls to Vodacom Customer service who keep telling me to wait 24 hours. I have emailed the screen shot of the purchase to onlineesc***@vodacom.co.za 3 times and still no success. Case number A2-KDY0-8GGUX


Today is 17/12/2020 and I still have not received my data or any other correspondence.

Firstly, I submitted a request for the relocation of my fibre and was told that the SLA turn around time was 30 days. I was assisted by Lebogang Mothotse and Rethabile Tshabalala. No one informed me that I needed to choose a different package and inform the previous owners to release the line for Vodacom to process an order which took another 2 weeks after the 30 day SLA. I've tried contacting Legogang and Khensani Nukeri but my emails are just ignored.

Once the order was placed for the new package, Vodacom took 2 months to activate my fibre line and during that time I decided to cancel my contract. I was still charged for the 2 months with no active internet connection.

After cancelling my month-to-month contract, Kim Thornton advised that me that my cancellation will only be effective from 31/12/2020 and I will still be charged for December. She also noted that my ONT will only be release at the end of December for my new ISP which means that I will not be able to have any internet connectivity for 3 months at my new place because Vodacom does not want to release my ONT!

I raised this issue with Kim who informed me that she will escalate my request and still yet to contact me to confirm that my line has been released. I've also spoken to numerous consultants - Raees, Vusega, Deniko - who all gave me different SLA's to when my line would be release. Some would say 24-48 hours and then 72 hours. I was on a call with a consultant as well that was super cocky and literally just hung up the call!

I've contacted Vodacom's fibre call centre about 50 times and each time I speak to a new consultant where I need to repeat myself over and over again. Not sure why there is not one consultant assigned to a query.

Also each time I call in and try to escalate to a Service Delivery Manager or just to escalate in general the consultants inform me that they are only able to send an email escalation. I have not receive a call or email from any managers indicating that my query has been escalated or that its been looked into.

As for my cancellation query, apparently the cancellation department also does not work on weekends and public holidays which holds up the process even more! My cancellation query has been stuck with Zama Gumede since the 7/12/2020.

I've been struggling to get in touch with the customer care department as well. Vodacom seriously needs to check their processes and services. I spent 30 minutes to 1 hour each day trying to get my ONT release. Waste of time and waste of minutes!!!!

I am utterly disgusted by this entire process and will never recommend any one to use their products or services! Completely putrid!!!!!

I placed an order on the vodabucks store on 27 November 2020. I have received a reference number FBMQ13557BF and received nothing since. I have contacted all possible vodacom call centres and no one can assist me. I am at my wits end now. No one is able to tell me where my order is and that is completely unacceptable. I have paid R7000 and received nothing. I feel like I am getting scammed out of my money and will be in touch with the cancellations department to cancel all my products with vodacom due to this horrible, disgusting service.

I have been waiting for my fibre to be fixed since it went down on Saturday.i have called numerous times and spoke to different consultants who promised me that the matter is going to be resolved.its now 5 days later and I am still waiting. This level of service is fucken pathetic. I spoke to a useless team leader called Ntsoaki Mogapi who was not helpful and not even interested in assisting me. I need this matter to be resolved immediately or cancel my contracts with Vodacom as a whole. I will not stand for this level of unprofessionalism and bad attitudes

Please resolve this today.
My ID number is 9303120990089
Cellphone number 0768053183

I have been struggling to port number Vodacom prepaid number to FNB connect since 14 December 2020.I have been trying to get through to Vodacom Care Care without any success.I am frustrated

Number : 0825650611 , I signup for a Business upgrade during November special. The agent says it’s not absolve after 4 weeks. This is false advertising . Email below:


Hi, Deran

Thank you for placing your order with us.
One of our Customer Care agents will contact you soon.

Order number :

Creation Date :

DOVTEGD1EQ

07 Nov 2020



Your order details



iPhone 11 Pro 512GB

R1133.0

On MyRed VIP 25GB Unlimited

Red

On 10 November we emailed through a relocation request and were issued with a service request number - SR20111-839353.

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

Lo and behold, the day before the 30th day (10th December 2020) upon calling we were told that the request was not even assigned to a technician yet and this would not be done by the 30th day - being the next day.

It is now well past the 30 day SLA and things are not getting any better. The request is now sitting with Martha who hasn't bothered to update us.

We work from home and this is now affecting our business and livelihoods. And to boot... we paying for a service that we 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 and am very curious to see if this medium of complaining actually works seeing as there are 717 complaints with only 3 resolved? Not sure of that is a good resolution percentage as its less than 1% of complaints resolved?

Please see attached file for full breakdown. To summerise: I had 2 contracts with Vodacom: a Nov 2017 24 month wifi contract (066 470 0236) which expired in 2019, and a R350 airtime top-up on my pers phone (082 576 4350). The 2017 contract expired and I was never notified, and monthly prem went up from R772.40 to R1387.75. After 3 months of calls, it was finally explained that on expiring, the charge automatically defaults to pay-as-you go rates. I went into Springs mall first week in March 2020 to cancell exp 2017 contract, and at the same time requested a new R199 wifi contact.I was told I still have to pay the R1387.75 end march, end April the new R199 fee will kick in. End April 2020 I am billed with R1007.76 and R248.99, total R1256.75. After numerous visits to the Springs mall shop (they could not or would not help me) (due to Corona calling was impossible) I discovered the following: there was a total mess up with the new contract, in stead of cancelling the 2017 contract, he connected it to my pers sim card, the 0825764350, loaded the new 2020 contract to the 066 nr, correctly, and went and cancelled the R350 monthly airtime top-up (see invoices).I was unable to make this clear to the staff, and I was incorrectly charged for 5 months, April-August 2020 R1007.76 (R1007.76 x 5 = R5038.80) as well as the correct R248.99.I paid for x2 wifi contract whilst I only had on simcard, the 0664700236, with x1 router and then my pers sim, on which I now got no airtime. After the how the how manyith visit to the shop, a call centre consultant understood the problem and deleted the second wifi contract from my personal phone. BUT then AGAIN, end September, there is a mess up. The R1007.76 was gone, it was replaced, on still my personal sim card, with a R248.99 + R199 = R447.99!!! The amount of R248.99 is correct, but on the wrong sim no, and the R199 is made up of a R9.99 VAS calle identy(?) and a R40 3G laptop installment?? To my above refund of R5038.80 there should be added R199 x 3 (sept, Oct and Nov), 199x3=597, bringing the refund to R5635.80. Then my last statement for Dec 2020 arrived and yet again, chaos: on my personal phone, the R248.99 dissapeared now and is replaced with a R640.02 charge with reference 3G laptop installment. The 066 no is correct with R199 (but no vat?), total payment due end Dec 2020 R839.02.This R640.02 should be added to the refund due to me R5635.80+R640.02= R6275.82.
I am a pensioner who still hold up a full time job everyday in order to survive. I have been a loyal customer of Vodacom for over 15 years and has always paid my account via debit order. I have acted on good faith and trust in Vodacom, by paying each month, although I knew the invoicec against my account was irregular, I was assured that Vodacom will refund me. After 12 months I cannot let this go any further, I receive no help, no assistance. In fact, at my last visit to the shop in Springs, I was send to the police station to open a case of fraud against Vodacom, and if I come back with a case number, I may be assisted. Really? Beside the fact of the total irrisponsibility of sending an old man into a high risk Corona area, this is clearly as case of gross incompetence and a high degree of unwillingness to help.
I am begging somebody out there to please look at my case and sort out this mess.

Donald H du Preez (Id no 5009285117087)
082 576 4350
3 olga street
3 Birchwood
Casseldale
Springs
Acc no I1042899-2

I placed a few orders on the vodabucks store on the 18th November 2020. I queried why the first order was pending. They advised tongive it 48 hours to update. It hadn't updated, I was referred to different dept eventually reached the rewards department. Promises made to give me feedback, I kept calling in. Spoke to both team leaders, Anastacia and Ishmael, both made promises never kept.my order was canceled and I was told they will refund as there is no stock. This was aloe because orders oalced for the same items the next day were received. I've emailed myvodaco***@vodacom.co.za and still no response. Vodacom keeps telling me someone will call me but no one calls. I call in everyday and now the team leaders are not even taking my calls. I am going to cancel the debit order on my account because vodacom thinks it's okay to treat people this way especially in a time when finances have been impacted badly. Totally disgusting.

I PURCHASED A TELEVISION ON BLACK FRIDAY , DELIVERY WAS SUPPOSE TO BE IN 7 -10 WORKING DAYS , I RECIEVED A VOUCHER AFTER 10 WORKING DAYS , AND NOW IM TOLD THAT I WILL HAVE TO WAIT UP TO ANOTHER 10 WORKING DAYS TO GET THE TELEVISION
I HAVE CALLED VODACOM NUMEROUS TIMES AND HAVE ALSO BEEN TREATED RUDELY BY ONE OF YOUR CONSULTANTS
ALL CALLS ARE RECORDED AND LOGGED ,AND CAN BE VERIFIED

Dear Greg Smuts (owner of Vodacom 4U Vangate)

On the 13th December 2020 I purchased a P40 Lite from the Vodacom 4U store in Vangate mall.

We were advised by the consultant employed within the store that we could access the Google apps on the device (through the App Gallery). Upon returning home and trying to set up the handset (and after thorough research) we discovered that the above was not possible. We were promised Google apps and not shortcuts!!! The device is not supported by Google at all! We were also not advised to read the documentation and only asked to place initials wherever an asterisk was marked. I can't believe that the entire signing of documentation process took all but a minute before your employee had the paperwork back in her hands. This entire process was dealt with so unprofessionally!!

We approached you to request to return the device and receive a full refund as it was purchased under incorrect information provided by your employee. You indicated that this was not possible despite that fact that in terms of the Consumer Protection Act 68 of 2008 we have the right to return the device within five (5) business days after the agreement was concluded. When we spoke telephonically, the phone was a couple of hours old. It's now just over 24 hours old and I still have no use for it.

I would like to inform you that if you do not allow me to exercise my right in terms of the CPA I will have to take matters further.

I do not have your email address and hopefully this will reach you. I hope we can resolve this matter accordingly.

Nicole

To whom it may concern

I would like to bring a mater under your attention.
On the 1 November 2020 I phoned Vodacom and cancelled one of my contracts the number of that contract is 0723500313 you will find the cancel conformation as an attachment then I phoned again to cancel my contract as well 0823759989 and the guy I spoke to told me about the black Friday special and I decided to upgrade both my contracts the contract was as follow;
Huawei p30 lite
1GB data
75 minutes
25 SMSs
All that for R279 so I said ok its fine you can upgrade both numbers so that we have the same packages then the guy told me that everything is done they will deliver both phones at my house.
When the courier came he only came with one phone the phone was for the 0723500313 contract so I phoned again and they said they will fix everything and I needed to go trough all the same questions to upgrade the phones because it dint show on the system.
The lady I spoke to this time assured me that everything is logged and they will send the courier to come pick up the phone and just send it again and the phone for number 0823759989 will be delivered soon.

And here we are two weeks later they didn’t come and pick up the phone nor did they deliver my phone .
I phone Vodacom AGAIN today and I spoke to a guy and yet to my surprise there is nothing on the systems about any upgrades on my accounts. How is it possible to upgrade 3 times in 2 weeks and it does not show on any systems??
I asked to speak to the manager and the guy said he will personally tell management to call me and I am still waiting.

THIS IS THE WORST SERVICE I HAVE EVER HAD FROM VODACOM!!!
I have been a client for 26 years and never was service this bad.
I suggest you go and listen to all the recordings and find out WHO OR WHAT is the problem and please give me feedback.
Kind regards

The vodacom signal in the areas of Reebok and Fraaiuitsig, which is near Hartenbos and Mossel bay is pathetic. To get connection to the internet is almost impossible. If you get internet connection the session will most times time out.
Vodacom is bragging being a leader implementing 5G whilst there are still areas where 4G is still not working properly.
Just for your information, Telkom who is using your towers has a much better signal than you. How is it possible?

on 23 Sept 2020 I've order items. See order Vodacom order: 55617 and VODC34922. The amount paid on 23 Sept 2020 was R2,256.00.
On 12 October 2020, after various promises that the items will be deliver, I've e-mailed and requested that my order be cancelled.
on 14 December 2020 after many e-mails, phone calls and twitter messages I do not get any response from Vodacom.
Refer call 1-34809132552932.
See all twitter communications from @MJS5712
REFUND MY R2,256.00

I've applied for fibre and received a router in the meantime on 7/12/2020, today being 13/7/2020, I've been phoning everyday for the past 7 days, up till now the simcard has not been activated, poor service VODACOM

I paid Vodacom in full but I can’t buy a because all the banks declined reason being they say I have to pay vodacom of which I paid and have paid up or settlement letter.