Vodacom - Head Office Complaints

I paid vodacom and have paid-up letter on July..
I did lot of applications for home loan at different banks but they declined because they say I still owe vodacom of which I paid in full and have settlement letter.

I don’t know what to do anymore now. so inneed of your intervention

I need a house please

trying to cancel my contract called 100 of times stil they cant seem to cancel it,The worst place i ever have done bussines with,close your doors and do everybody a favour

Good morning

I have been trying to resolve an issue with Vodacom for almost one year. I am still being billed for a data device that I never agreed to. A third party supplier of Vodacom lied to me and delivered a laptop and data device (which were never used) in January 2020. Vodacom agreed to collect it as they admitted that the correct procedures were not followed (after the third party supplier reviewed the taped phone call) Vodacom agreed to refund me. Not only have I not been refunded, I AM STILL BEING BILLED FOR SOMETHING I DO NOT EVEN HAVE!. No refunds have been made to my account and I no longer know where to go.

I have spent at least 60 hours this year on hold and speaking to many people trying to resolve this issue.
Every time I am told it has been resolved, I continue to be billed. This cannot continue.

Regards

I have been talking to the whole call centre and ou of 5, 4 is incompetent people who know nothing about the support they are supposed to provide. You get 4 different methods of doing things and each consultant will tell you that the other one is wrong. All I want is to have my service activated and am told that this will take 24 to 48 hours, everything is setup vumatel have sent the object number and vodacom said once I get it to call and they will activate but this is not the case, I work from home and this is just poor service am really not happy about such incompetence.

Around the 10th of November this year I took a laptop computer which is under warranty and under contract with vodacom into the vodacom shop in Hillcrest Durban for repair the manager Ayanda khanile acknowledged receipt on computer ,three weeks later I called the store and after much difficulty I got Jessica on the phone she claimed to be the manager as Ayanda is now off sick she stated that they have no idea where my computer is only Ayanda knows and he is refusing to give them any information from his email account as of to date I have made 26 call to vodacom Hillcrest and 9 calls to Ayanda company cell he refuses to answer the call or WhatsApp the shop assistant are very efficient at making promises ,but they are totally ineffective at resolving matters they lie constantly to me I suspect that my computer has been misplaced or lost as nobody there knows where it is or can furnish me with any reference as to where it is ,they are extremely evasive now when I call I suspect some form of underhanded dealings in this shop already now the second debit order is comming off the bank account this month and I am still minus a computer the service I am currently receiving is nothing short of a disgrace I have no choice now but to inform my lawyer regarding this matter

Waited 2 months for a relocation of our fibre installation . Were they state it takes 30 days!

Eventually fibre is installed but wait there is more...

Waited 2weeks for activation of internet where they state it take 4to 24 hours.


Eventually someone that wanted to help let us know there is a faulty line .

Waiting 2 weeks for a technician to come out and fix the line .

All vodacom keeps saying is we will update you!! But they never do!

Gatvol !!!
We must pay for a service that we don't even have.

There was a power surge on the 5th December 2020 which caused the internet to go down. We called the call centre and an agent tried to make contact with the modem he failed and said he will need to send a technician out. When we called on Monday the 7th a call centre agent advised a technician is coming out at 12noon without ever being contacted by anyone from vodacom. We then waited no one turned up called again and another agent says there is no such thing no log has been raised. Called on the 8th its escalated to some back office still vodacom has not contacted us. Called 9th spoke to a Thomas he says he will escalate. Today called the 10th spoke to a Kenneth and he also cannot say when it will be attended too. I mean for fuck sake we working from home losing business for the past 5days are you going to fucking refund my loss of income. I will not pay a cent for internet for the next bill as you are a pathetic joke for a company. You have no customer service at all. Lies lies and more lies. I will be lodging this with the ombudsman. You quick to trap us into a contract but you cant deliver jack shit.

Good day 


Please may I have your urgent assistance with the above quote .


The above quote was given to my mom Belinda adams 082 515 7331 on the 27/11/2020. She then wanted to accept the quote and they said they had no phones she must come back on the Monday which she did. They then said she must do it off line which they could NOT help her.


We are now sitting in a situation where the above quote is expired the gentleman from dainfern Square vodacom keeps saying he has email head office to get the quote put back into place everyday I call him I keep getting told no tomorrow no tomorrow.


You can look at my mother cell number and account- I1724081-6 and see she is a valued customer and it is getting to a stage where ill add her on my contract with MTN.


Please may you have a look at the above quote number and give me feedback if you vodacom will reinstate it or not? If not please give me q reason why as you staff at the shop has been messing my 61 year old mother around now for over 11 days and now it comes to a end.



Kendall Adams 

083 256 1335

Can i please get someone from head office to call me back regarding my contract that you guys are telling me its in errors, no call center agent or any department should call me, i need the head office to call me

Good day I purchase a polariad round full touch wathc on promotion 29 November indicated there is still sufficient stock on the online store

On 7 Decmeber Day 6 of estimated delivery (5-7 days) thus I expected product dispatched i contact cusromare service as teh folling number is out of service 0822411082

The inform me they will deliver by latest Thursday, all still fine
Mahaow Malajane - 082 135 vodastores
Call reference number – 7 Dec 8:33
I had to Follow up 9 Dec – 8 working days thus I must have my product

Lethemba and Anastashia Ndlouvu said product not available and they will give me alternative product with a refund amount.

This is not accpetable I want the product I purchase at that price as all was still on track on the 7th.

They cant say when I will have product, they cant cc me in mail to head office, they cant give nubmer of head office??????

What can they do?

Please assist that my origianl procut are delviered on teh 10th as per confirmation form voda call cetnre on teh 7th - thus Polariod full touch

NDIJ35758BF
2000198773

I made an application online for a cellphone contract that has been approved already. Now no one is answering my emails or contacting me for delivery! Even customer care can not help me when I contact them telephonically. This is very bad service for such a big service provider!!

In July 2020 I renewed my contract on the number 0826006990
I don’t have a phone from Vodacom so it was only for airtime data and sms.
I was using a device for extra data the number is 0663015647
When negotiating the renewal of my contract 0826006990 I requested a short term use of data.
I only used the date for two months. This can be verified and you will see that I have not used this data since August.
In September I phoned Vodacom to query why I was being charged for the data on 0663015647
After many calls I got confirmation that there was an error as someone added the data number to my renewal of the contract on 0826006990
I got an sms on 9th September with reference number : S4-B1RAK-K5XL stating that the matter had been resolved. I also got another sms with reference S4- B1RAO-ONMH
A month later, in October, I noticed my bill still included the charge for the data number. I spoke to the call center and again they assure me they would reverse this.
First week in November I phoned again and now I was determined to get this matter resolved.
I phoned many times during the month of November the number dialled is 0821958 asked for cancellations and disputes and every time I was told that they will take action.

Set out below are the names of all the call center consultants I spoke to during November:
• Andy Novu
• Karusha
• Kim
• Serusha
• Naviel
• Poly
• Melishne
• Melisa
• Wendy
As nothing was happening, I asked to speak to the manager in cancelations
His name is Onkemoya he assured me he would investigate and phone me back. He never did. I phoned him again left a message and still no reply.
Please note how hard is to get through to the call center. I tried the first week in December and the phone got cut off. As my number is in the old system many times I would phone and the consultant could not access my account. I would get transferred then the phone would cut and I would have to start all over again in trying to get through to a consultant.
The other issue is that the call center system did not record every time I phoned so it leads me to believe that many call center consultants pay lip service to the client, they tell you they will investigate and they don’t and don’t even record the issue in the audit trail.
Now on the first week of December I have been charged again for the data I don’t use as the contract on 0826006990 was combined with the 0663915647 which I don’t use.
It is unacceptable behaviour to charge a client for data she does not use.
It is unacceptable for a manager and call center staff to say they will return calls or take action and no one does.

In October i moved over to Vodacom with the hope of having fibre with a line speed of 20mbs but instead i only get 10mbs. and my first service request was closed even though the problem wasnt resolved yet.I had to open a new service request and still no news. Vodacom dont come back to you and just close service request when they feel like that. yet they want me to pay for a 20mbs line on the end of the month.SR201016-760716.PLEASE SORT OUT MY LINE ASAP. AS I CANNOT PAY FOR SERVICE I DONT RECEIVE

to be fair my account was in arrears,but i paid the full amount of R1600, then called the call center to reactivate the account, i was told (because it was after hours) that vumatel was down and that's why i didn't have internet.
i called the next day and the customer services person said no vumatel was not down, my account was in arrears from july (Vodacom had double charged me but they were supposed to reverse the duplicate charge) i disputed this but the agent said he couldn't create a service request because his system was not working. i needed to call the next day.
the next day i called and the next customer services person said Vumatel was down and that we needed to wait to get internet (my neighbours all have vumatel and they were all connected).
the next day i called again and they said no they will email the legal department to get me connected but it would take 3 hours to get connected after they sent the email and then received confirmation from the legal department that the account would be activated.
i waited 3 hours until 6pm and called again and the customers services agent said, Vumatel was down (which by now had me seeing red)
i call again after that and a nice man said he would keep and eye on this and then get feedback from legal and call back (never heard from him)
called again, was told that the only person that could help me wasn't there, when i asked for a manager he said they werent there either.
when i asked who could help me they said lay a complaint with the vodacom customers services.

Its 9 days later and i'm frustrated beyond belief, i spent over R2000 on buying data and using my phone as a hotspot so that my kids could attend online classes.

I will even pay the duplicate amount in the meantime until the issue is resolved but no one is giving me a reference number or how much or what i need to do because no one takes ownership of the process, i am told that if i pay anything now it will be for next months invoice, which i dont understand.

I just need someone to fix this

Today a man was let into the complex I stay in (Candice Glades) and was knockinh repeatedly on my neighbors door for about 5 minutes. Eventually I open the door to let him know that the neighbor was not there and he starts a sales pitch for fibre. Later when my partner came home and spoke to the guard about this, apparently the man was only there for another client in the complex. I am not comfortable with random people coming and giving sales pitches at my door, it honestly felt like a scam and if the place was being cased to rob. I work at home and it is very interrupting to have this. We have codes set up at the gate where the residents of a certain unit can let you in and out and quite frankly I do not want to be bothered by another units company. It is extremely unprofessional. Furthermore this man (I honestly cannot remember his name) wanted to give a fist bump... During a pandemic your staff do not want to comply with a simple rule set up by the government to prevent the spread of this virus. This is not in any way acceptable and if I get another marketer at my door uninvited I will call the cops because I am not comfortable with some random showing up at my door.

Phoned 7 December to do a sim swop. The person I spoke to told me to check by 18.00 to see if it is activated. The next morning still nothing. I phoned in the morning on 8 December they told me it is reflecting as pending on the system, and somebody will phone me back. I phoned again lunch time they told me again it's still pending and I must insert the sim card again by 16.00. By 19.00 still no activation on phone. I phoned again customer care now get told the sim swop was done yesterday afternoon 7 December on one of my other cellphone numbers.
How long will it take to do a simple sim swop.
Now because customer care doing sim swop on incorrect number, now I have to suffer for so long with no activation on my sim.

I made a purchase on my vodacom app last month using my bank card, I didn't receive anything from you guys and called in to enquire for more than an hour talking to different agents and they gave an email that I did send but no reply to that email as well.... Since this is just useless to me please refund my money that used to purchase I cannot wait in the dark for something that I purchased with my money.....

This is the email sent to Vodacom
Vodacom: Service request SR201204-930294 update


Good afternoon

Please note that the issue as per the below Service Request HAS NOT BEEN RESOLVED. Please advise why this has been closed.

We would like to log an official complaint and expect this to be escalated.

We have signed up for a 25mbps uncapped line, this was installed and we noted the related issues.

Firstly, we have been signed up for a 50mbps capped line. This has been reported and we were promised feedback, this was several days ago. No feedback received as yet. Please note that we will not be paying for a 50mbps line, this is Vodacom's error and you will bear the costs accordingly.

Secondly, please refer to call logs. Multiple calls (estimated over 15), we still have issues with our router. When using our previous service provider's router, we can utilize two "lines", your router cannot. When trying to connect two laptops to the router, the internet fails. Phones are not a problem. The router has been reset multiple times and we were promised that we would be contacted and a technician sent to our home if necessary.

What we expect:

The billing issue to be sorted out by COB 09/12/2020 with written confirmation.
The router issue to be sorted out by COB 09/12/2020. Please contact me to arrange for the technician to contact me.

Should you not be able to sort out our problems, remove your equipment and we will find another provider who cares about their customers.

R Rautenbach

Connected to Vodacom Fiber on 16 November 2020 and the last 10 days without internet. No action taken on Service requests and operators untruthful and dishonest about remedial actions. Service centres unable to initiate action. No response from customer service email addresses. This company should be ashamed