Vodacom - Head Office Complaints

My phone was meant to be fixed today. I handed it in at Cresta Vodacom for repairs on 19 September 2020. Today I collected it (24 October 2020), but it wasn't fixed. Sent between Cresta and Fourways no one fixed it. So I had to rebook it in today. Every month I am expected to pay for airtime and a phone which I do not have, since i have it on contract.

This is gross incompetence because I called Vodacom Customary Care and they told me that my phone had been replaced and I can collect it. Got there today and nothing had been done.

Is this fair? Can some please follow up with me on email (jay.m.***@gmail.com) so that I know the process of my phone because I do not have a phone - which should be obvious as it is in repairs.

Job Number: 13486386
IMEI Number: 354871094425507

Case ref# 1-34809771033475; cell nr. 0662329981. My name is Ann Mintoor and I have been struggling to get a data contract cancelled since 23 March. I have phoned several times and even send e-mails to Customer Care. I only received feedback twice, but nothing happened and now I am told that it is my fault because I did not follow up regularly to get my issue solved. This is unacceptable, because how many times does Vodacom need me to ask them to cancel my contract. Now they have my account at pre-legal and it is my fault? The service of most of your agents totally suck. When I call in, it sometimes take me half an hour or more, just to speak to the ‘right’ person, and then that person can’t assist me. I need this resolved ASAP.

My contract was upgraded without my permission and I was told I authorized it over the phone through sales. It is supposed to end in November this year and now has been extended to 2022, this needs to be resolved now and I also want al recordings with any Vodacom Agent. This has been going on unresolved the whole year which is unacceptable

My one cell number is 076 993 9575. I have 2 other numbers for 3G data. I have repeatedly asked that the one 3G be disconnected which has 5G on it and every time I spoke to consultants of which, when I am contact can provide you with names. Evertytime I phoned and explained my problem the phone is either put down in my ears or when sales person contact me to sell more packages to me and I explain that I have cancelled the one contract the phone cuts. This is unprofessional client services on both customer services and your cancellations department. Should this proceed I will give this over to my lawyer to handle. I expect to be contacted at your earliest convenience failing doing so I will, I will cancel my main Vodacom conract. Joey Truter (joey.***@sasol.com)

my contract finnished and is on a month to month basis, i told the person ms thetty that i want to cancel my contract and she did not want to cancel my contract.
she went on about the deals she can give me.
i told here numerous times over and over that i dont want the deals and just want to cANCEL THE CONTRACT.
she just kept on and on until i had to put the phone down.
it is unecceptable, i still have my primer contract with vodacom put i definitely wont go on with any of my contracts when the contracts run out, after this experience i had with vodacom.
the no. in question is 064 684 8341

I purchased a phone on contract, R175 4U Flexi from your online store on the 29/09/20. The handset arrived on the 2nd October. I was advised to do the sim swop via the customer services number. I also got an sms that the R175 airtime will arrive in 24hrs. Waited 2 days and nothing. Called customer services numerous times and was put through to all different departments who couldn't give a satisfactory answer as to why no airtime was coming in. Eventually went to a store on 10th October that logged a query on my behalf: Ref. 1- 34805313947 410. Still no response. Eventually got hold of Vodacom fb page on the 13th October. I explained that the original sim no. Is 0609631277 and I did a sim swop to my existing no. 0799966622, which is fine as the number is active. However I was told that the cell number on the contract is 0609631277. I pointed out that a sim swop was done. They said they will look into it. I queried every second day since to find out why it is not resolved and I keep getting fobbed off with "apologies, we need time to look into it". Today is now the 23rd October and still no airtime and we nearly onto the second month. Our account was also debited on the 13th Oct. for a service I'm not getting. I am extremely frustrated at your incompetent service! Not to mention that it is costing more because I have to load prepaid airtime. Please resolve this problem asap otherwise I am going to cancel this contract. I cannot continue to pay for a service that I am not getting.

Please look at email sent today (together with other numerous emails telephone calls sms etc)

Good Day

I find it strange that “please note that still awaiting for approval for your credit” after 4 months ? The matter is not going to go away so please expedite/ escalate the matter the matter !!!
In the interim I have received a message stating
“ To stay connected, please pay R459.43 in arrears on your Vodacom account or sms ARR to 0821946 to arrange payment “

I AM NOT going to arrange payment as I am NOT in arrears Please
1) Send confirmation to sms ARR 0921946
2) Note this email is being sent to to “pre ombudsman” complaints

Kind Regards,
A R Van der Lith

on the 21 Oct 20 l called customer service spoke to Jerry. I didn't like the attitude when he was assisting me. please listen to the call it was around 11h20am no 0727774943.I was querying about my invoice for October 2020.

Vodacom offered me an over the phone upgrade in July 2020. The salesperson suggested I get a Huawei Y6P handset , not telling me it is not Google supported. On delivery, I realized this and immediately contacted Vodacom to return the phone.
They said that RAM will collect it and then I can choose a different handset. This has been 8 weeks ago. Nothing has happened. I have phoned Vodacom After Sales Contact Centre 17 times, tried to get a reference number,complained, tried to speak to a supervisor and even tried to cancel my contract. Nothing has happened.
Today, I phoned again and was told by the consultant, that apparently RAM phoned me and I advised them that I'm keeping the handset. This is a blatant lie! RAM did not phone me and Why after waiting for 8 weeks already, would I want to keep a faulty phone? Now they have to put in a new collection order, that will take 14 working days (more like 14 years).
Meanwhile I am paying for the new contract, but have no phone.

Worst service ever from Vodacom. I have been a client for 21 years, but am going to cancel my contract. According to the consultant, I can't cancel till the faulty device has been collected. Caught in a loop.

I am frustrated, shocked and appalled by Vodacom's After Sales Contact Centre.

I have a business contract with Vodacom that amounts to R1099 per month. A few months ago I realised Vodacom was deducting up to R1700 a month apparently for "entertainment" I didn't authorise this and Vodacom could not even tell me what it was for. I then started this long process of trying to get it removed and to get my money back. They stopped my services and initially, they said I was R-2125.48 in arrears and if I paid R1800 they would reconnect my services. This I did. I have a statement from them saying on 07/09/2020 I paid R1800. Vodacom also sent me an SMS to say they would credit my account with R699. This month I get an SMS saying I owe them R1300 so tell me how is that even possible? If I do my calculations I owe them R726. Then I try making payment arrangements and to query amount and I cannot get through and an automated message on their line says leave my number and they will get back to me. Someone from Vodacom phones rings once and drops the call and nothing else happens

I'm extremely disappointed with the service received from your cancelations department. I was advised that my contract has been canceled as per my request and you are still billing me. I called your call center so many times trying to follow up on the cancelation and no one has assisted till today. I want my subscription amount to be refunded to me as I promised it would be and for this number to be canceled. I will never recommend that anyone ever considers doing business with Vodacom you staff members are not adequately trained to do their job. I'm extremely pissed off how do you even employ people that don't do what they are doing. they failed to even give me a complaints email when I told them I wanted to submit my complaint in writing.

I want to deal with someone higher I have still not received feedback and I got a bill of 2900 where I signed for a contract of 699 a month . I wanted the top up contract which I was told I couldn’t , I was told it would not go over and that once it was up I would have to phone in . I am not paying this 2900 as it’s no what I signed for . I phoned in and spoke to a team leader which advised me they would hear the recording to assist me and sort this out . Still nothing and I told them to put a limit still nothing . This is distrusting service and If I don’t have this resolved this week I’m taking this further .From the time of taking this contact out to now it’s been the worst experience.

Here is my story;
I Stayed in my house, activated FTTH and moved out, sent a request to Vodacom at the end of September to cancel my contract and I accepted the quote for cancellation at the end of October.

What brought me to shock is when i realized that they subscribed the new tenant to the same connection point and they cancelled my connection earlier than expected.
So what Vodacom did is unethical. They are actually benefiting from my cancellation and from the new tenant's subscription.
I want 2000 to be deducted from my callelation fee. Why would they cancel my connection without my concern as the agreed date is 31 October?
Why are they benefiting from 2 customers?
THis need to be rectified ASAP before i report your fraudulent.

SR200930-714389 Vodacom FTTH

Good day

My service has been suspended. On my profile, nrs and ID, you will see my history and disputed amount of R4000 for data. This dates back to 2017

I short, the history is that I logged a dispute, my service gets connected again, and I receive an sms a month later to say that the dispute has been resolved

The last feedback in June stated that I should contact law enforcement. There is no contact nr for them, just an email address. Three emails over 3 months later, and I receive feedback from law enforcement that they only assist for records etc for legal cases etc

My many calls to either customer care or subscriber collections have left me with no resolution at all, apart from the suggestion that I should make payment arrangements for the outstanding total

Mrs Nonhlanhla Kgamane and Thabile Makhombothi tried to help

I was also promised a call back my Mrs Kahombothi. I do not know if I missed her call, but that was that.

Last week my account was in arrears with R6800
I still dispute the R4000
I paid R 2800

Vodacom refuses to log another dispute and still cannot explain where the R 4000 data usage comes from

I am out of options and I do not want to go the public or legal route, unless I need to

Please advise

I received a phone on contract on the 6 August 2020. On the 10 August 2020, I phoned Vodacom to request collection as it had data malfunctions. Contacted Vodacom 4 times afterwards for an update. I received ticket numbers and always said it will be collected in 3 - 7 working days. It has been 3 months now!!! And I am still being debitted monthly!!! I have not even activated the sim for the contract. All I can say that it is that the staff are totally incompetent as the tickets were logged and closed off as resolved!!! How has it been resolved and i am still being charged for something I cannot use!!! That is theft!!! I have all of the reference numbers and dates of calls. Absolutely useless post sales service. When I call cuatomer care I cannot even get hold of an agent, so how the hell does it get resolved!!! I have been a vodacom customer for 16 years, and yoh this is pathetic. I was contemplating taking another contract for another device, but will not even consider it.

I have sent numerous emails to custom***@vodacom.co.za regarding emails not delivered due to a server problem but I do not even get an acknowledgement of receipt, let alone any other feedback. Really disappointing.

Submitted fibre relocation request to Vodacom on the 9th September 2020. 1 Month and 10 days later, no action or contact from Vodacom. Very poor service.

See my complaint on Social Media : Facebook/LinkedIn

Warning do not do business with these operators who sell on behalf of Vodacom. These companies work aggressively to sell LTE contracts and upgrades. They suddenly added a new account on my profile BUT when you phone Vodacom they tell you nothing can be done and give you a number nobody answers. Vodacom are trying to push as many LTE deals as possible to ramp up deals for the upcoming 5G network. Please anybody add to this if you have the same concerns.

On 16/10/2020 I was not able to log onto my work servers. When testing the speed I found that both upload and download was less than 1 Mbps.

I logged a request, SR201016-759964, This was closed without any reason.

I logged another request, SR201016-759968, This was also closed without any reason.

I tried calling, but gave up after 5 minutes of waiting. I managed to get thru to the service desk on Sunday morning and logged request number SR201018-763352.

This is the 4th day of outage and still I am unable to log onto work.

If I'm a day late with payment, never mind 4 days, you will be quick to remind and nag me...

So what compensation do I get for not being able to do my work and not being able to access entertainment ???

Two years ago I upgraded after a hijack no problem
Today you need bank statements etc because you down graded me from 700 to 400????
My account is ALWAYS paid on time and is in credit anyway!!
I will report this on Hellopeter also.