Vodacom - Head Office Complaints

Never in my life have I experienced such terrible customer service. Today is officially 8 weeks since our modem was delivered and we are still not connected. In the meantime I'm spending so much money on data just to get my job done.

The call centre is a disgrace, I've spent countless hours on the phone, I just get shoved from pillar to post with no solution and no explanation as to why they haven't connected me. I've been nice, I've been angry and I've even been close to tears with frustration but it all amounts to the same thing in the end - nothing!

Countless times our issue has been escalated, someone helps us for a couple of days and gives us regular feedback and then they just stop responding to emails and the whole process needs to start again with the next person. I really don't know what to do anymore. What's worse is that no one can be held accountable because you can never get through to the same person twice, everytime you call the call centre you need to repeat the same story to the next person because they can't transfer you to someone you've previously spoken to.

Even the team leaders are useless, you'd think you'd get better service from them but no help at all.

To top it all off, they were so quick to debit me at the end of the month for a service I haven't recieved and what a mission to get it reversed! I eventually did it myself through my bank. I also recieved my bill via email last week for the end of May so let's see how that gets handled.

I think it's time to just cut my losses and get another provider. After reading the reviews on here it doesn't seem like there's anything to look forward to once I'm connected other than lines being down for days on end and slow internet speeds.

URGENT - 9108095083087
I completed a VODACOM RELOCATION FORM on 15 April 2021. I was told that it usually takes 30 calendar days, but was ASSURED THAT THE RELOCATION WOULD BE EXPEDITED due to the fact that I use Wi-Fi to work from home.
On Thursday 22 April, I received an email from Vodacom stating that the Fibre order was placed and the Vetting process was complete. They indicated that Vumatel needs to install the fibre connecting device in my new apartment, thereafter Vodacom would schedule an appointment to install a router.
However, the apartment I moved in to already had an existing fibre line and Vumatel ONT. I phoned Vodacom and spoke to KYLE MOODLEY who indicated that the only thing that needs to happen for my Wi-Fi to be reactivated in my new apartment is that Vumatel needs to release the old line and activate the line with my details – he indicated that it would take 48 hours.
I phoned Vodacom again after 48 hours and spoke to KEVIN DLAMINI who indicated that he would follow up with Vumatel regarding the releasing of the old line and activation of my line. He phoned me back and told me that Vumatel emailed him and told him that the ONT and fibre line in my new apartment were still registered to the previous tenants and that the old line and ONT can only be released on Friday 30 April, he indicated that I would then automatically have Wi-Fi on Saturday 1 May.
On Saturday 1 May I still had no Wi-Fi, I then phoned Vodacom again in order to query this and asked to speak to a manager. I spoke to DENVER ANTHONY who indicated that both KYLE MOODLEY and KEVIN DLAMINI BLATANTLY LIED regarding the releasing of the old line and activation of the new line (with my router details). He promised that he would phone me back on Saturday 1 May and he still has not contacted me as at Tuesday 4 May 2021.
I phoned on Monday 3 May at 14:00 and spoke to ROWENA LECHATE, she indicated that the Fibre line has been activated with my details and the only thing that still needs to happen is that she needs to do troubleshooting with the router. She indicated that she will phone me back at 19:30 on Monday 3 May 2021. SHE DID NOT PHONE ME BACK.
I STILL DO NOT HAVE WI-FI AND I NEED IT FOR WORK
I received an SMS from Vodacom on Tuesday 4 May indicating that the case has been escalated to the activation and installation team and should receive feedback within 48 hours. On Wednesday 5 May at 18:00 my WiFi was working again. IT ONLY WORKED FOR LESS THAN DAY BECAUSE AS AT 17:00 ON THURSDAY 6 MAY IT WAS DOWN AGAIN. When I phoned to query why it is down again the operator indicated that she would escalate my query.
It is now 4 DAYS LATER AND THE ISSUE STILL HAS NOT BEEN RESOLVED. I spoke to two different people who indicated that the issue has been escalated but it still has not been resolved.
The service I have received from Vodacom in the past three weeks has been absolutely PATHETIC.

I had cellphone contract( cell no: 064 652 7603) with Vodacom which was suppose to end in February 2021.Vodacom refuse to end the contract as they keep on loading airtime every month at increased price without my consent. I called so many times trying to get them to cancel the contract, but they're always telling me that the issue has been escalated or they hang up the phone.

PLEASE CONTACT ME URGENTLY ON MY LANDLINE 021 386 4190

WHAT IS WRONG WITH VODACOM?

I DO NOT WANT TO CONVERT ANY NUMBERS TO A PRE-PAID.

I HAVE NOT REQUESTED ANY CONVERTION.

I HAVE A PRE-PAID NUMBER WITH MTN.

NOT INTERESTED IN ANY CONTRACTS WITH VODACOM.

IF NOT RESOLVED ASAP WILL GO TO SMALL CLAMS COURT AND THE MEDIA.

I HAVA HAD ENOUGH OFF VODACOM.

STAFF CANNOT COMMUNICAT PROPERLY.

A PERSON IS TRANSFERRED FROM ONE SECTION TO ANOTHER.

CALL LINES ARE DROPPED…TAKES FOREVER TO GO THROUGH…

WHO ACTS ON MY BEHALF TO CONVERT ????

Account Number : I12905376
Cell number: 0768500179
I am writing this letter to bring to your attention, my dissatisfaction of the poor quality of services provided by VODACOM. I am referring to the poor quality of service I received on the 4th of March 2021, from your incompetent staff and their poor performance.
To put context to my grievance: I was paying for the following products: WIFI (079 506 7575) laptop insurance and my cell phone (07685001790), and together they amounted to my monthly instalment of R1800 a month. In February 2021, I was due for an upgrade, however, I was not planning to upgrade until I was ready financially.
On the 4th of March, I called Vodacom Customer Care , to inform them that I wanted to cancel my WIFI and the laptop insurance, and also downgrade my 0768500179 number, of which I was informed that I will only be paying R99 monthly. By the end of March, I noticed that Vodacom is still billing me the same amount that I was paying before, despite the cancellation and the downgrade. The same billing continued till the of April 2021.
On the 2nd of May I made a Payment of R1000 at Vodacom Walmer Park mall in Port Elizabeth. On the 3rd of May I travelled from Port Elizabeth to Graff Reinet and noticed that my cell phone had been soft locked. On the 5th of May, I made a payment of R1600, and subsequent to that, I called Vodacom to enquire about the soft locking despite my payment. I also enquired from the consultant about the fact that I’m still paying for the products that I had cancelled ( WIFI, Laptop Insurance). Upon enquiring, she notified me that indeed I had cancelled the products on the 4th of March, but unfortunately, the consultant who was assisting me never actually actioned the cancellation of the products, as I requested. She then said she will do the cancellation of the 0795067575 number, and downgrade my number 0768500179 with airtime and data benefits to the value of R99 a month by the end of May. I was elated and further asked her to log a call for the refund of the money I had paid. She logged a call for the refund and this is the reference number for the refund: 1-34987424414648210.
Subsequent to the telephone conversation between the consultant and I, the consultant advised me to switch my phone off and on, as a way of facilitating its reconnection. Upon switching it on, I then realized that my line is completely disconnected, and that I’m unable to make calls nor receive them. That’s when my nightmare started, I immediately called Customer Care again, and I was sent from pillar to post, and was made to explain the same story to each and every consultant I was transferred to. All of them transferred me from one department to the other, but the matter continued to be unresolved. Amongst the 20 consultants that I have spoken to, one of them informed me that my 0768500179 has actually been disconnected\terminated, instead of the WIFI number 0795067575 and that they will sort it out.
This nightmare and huge inconvenience continued until I was done with my work trip and had travelled back to Port Elizabeth on the 7th of May. On the morning of the 8th , I visited Vodacom Green Acres (the Bridge) to sort out this issue. The consultant by the name of Zoleka, tried to assist me but the level of incompetence was appalling to Zoleka by her her colleagues. I then escalated the matter to the Branch Manager Diane, Zoleka’s boss, who was very rude and expected that I should be understanding when she told me that there is nothing that they can do and that they are closing as at 14:00. I left the branch without any assistance.
I would like to bring to your attention what I have endured during the disconnection of my line:
I have missed out on the communication between me and my team at work
I could not join important meetings on TEAMS as I’m using my phone for those kind of meetings
I missed deadlines, as I could not access my emails and act on them
Vodacom has waisted my time and the company’s time because, I had to spend hours on the phone trying to resolve this matter.
I was not able communicate with my family , my husband and kids in particular, during business trip to Graaf Reinet.
I further spent my petrol and time to visit the Branch for something that could have been avoided

I expect Vodacom to pay me R2 600 that I paid, when my phone was suspended, as I was not supposed to have paid to Vodacom, had Vodacom cancelled the products as initially requested. I also expect Vodacom to compensate me for the inconvenience it has caused for the days they disconnected\terminated my 0768500179 number.
I have been a Vodacom Customer for many years and have recommended it to many people. However, the manner in which my issue was handled was indeed disappointing and appalling. As I tabling this grievance to Vodacom, my phone is still disconnected.

Yours truly

Ntebaleng Ramphela Hlohlolo

Did apply a contract fone from vodacom shop online and a prove it last of last year .the sent for me a tracking record for ram curies to deliver .but the fone doesn't arrived to .the vodacom told me to hold of my id book and Bank card so I can make debit oder ..but the guy for delivery didn't arrived ..them soon later I get massage from vodacom say thank miss silabele to get yr delivery ..I did call vodacom some time and I told them I didn't get any delivery for cell phone .and they said will check the problem with ram curies and they said they fone is back to them and will cancel the contract .but they didn't cancel. Become now i get the call from legal collection say I'm owing cell phone for contract at vodacom shop . I did call them they said will check and will cancel within 30 day and will sent for me. Proof of cancellation and send me sms now is 30 days gone no feedback ..I try to call them a gain but I didn't get any help ..so I d cidede to hand over this issues to my lawyer ..I will sure vodacom shop if the don't fixed this problem I just give them only a week for my respond .. my cell phone number 0723634656.:

Did apply a contract fone from vodacom shop online and a prove it last of last year .the sent for me a tracking record for ram curies to deliver .but the fone doesn't arrived to .the vodacom told me to hold of my id book and Bank card so I can make debit oder ..but the guy for delivery didn't arrived ..them soon later I get massage from vodacom say thank miss silabele to get yr delivery ..I did call vodacom some time and I told them I didn't get any delivery for cell phone .and they said will check the problem with ram curies and they said they fone is back to them and will cancel the contract .but they didn't cancel. Become now i get the call from legal collection say I'm owing cell phone for contract at vodacom shop . I did call them they said will check and will cancel within 30 day and will sent for me. Proof of cancellation and send me sms now is 30 days gone no feedback ..I try to call them a gain but I didn't get any help ..so I d cidede to hand over this issues to my lawyer ..I will sure vodacom shop if the don't fixed this problem I just give them only a week for my respond .. my cell phone number 0723634656.:

I took my phone to a repair last week Wednesday on the 28 of April 2021
And my phone was for a screen repair thy say I was using a wrong Simcatd when the phone was damaged and I never used any simcard except the 1 that I have with vodacom.

Please attend my matter as soon as you can

I have a Vodacom Fibre issue. Tried to log a service request. Page does not work. Tried a chat. Chat closes prematurely says chat has been completed. Customer Care does not answer the call. Pathetic service.

The people serving ud were extremely rude and unhelpful. They said they could not help us with our Aple watch as it was junk. Then they said we are to go elsewhere for sevice as they were not equipped for helping. We were at Heiderand Mall in Mosselbay. Please make certain that the people are trained in serving customers as well as trained in the products Vodacom sells.

Good day
I upgraded my phone, it was delivered to me. However I complained that the battery of the device seems weak for a phone can Vodacom arrange to fetch it and check it.

RAM picked it up, and thereafter no communication with Vodacom if the device was received or not and when am I getting it back.

I need an urgent response

Good day Mr Shameel Aziz Joosub

order on-line, delivery should have been done on Friday 30/04/2021, but i had to change delivery address.

contacted both parties Ram & Vodacom to confirm address change.

was advised by Vodacom that the new delivery date will be Friday 07/05/2021,

contacted Vodacom today 06/05/2021, to be advised that there is no i phone 8 in stock!!

Why ??

when ??

why my i not getting what i ordered and was on delivery but now being told you'll are out of stock?

Ram's delivery reference K2529792

please help me
contact no 064 588 6355

regards
Reddy

I have now phoned twice and wasted over an hour trying to get my account rectified.
Las time I phoned Shayme who was very helpful, but unfortunately only acts as a go-between.
I have now been sent an e-mail by “Ula” to say the ticket is closed and NOTHING has changed on the updated account sent me.
I will explain the situation for the THIRD time.
I signed up with Vodacom last year for a fibre connection.
Fibre was not ready, so I was loaned an LTE modem in the meantime, for which I was charged R600 per month.
On about 13 March my fibre line was eventually installed and the secondary modem was removed by your technician.
I have now received an invoice (VB/L606308) for fibre rental going back to August last year (which was only installed in March 2021)
I received a credit (VB/C116461) for only part of the charges. I was not credited for the first 3 items on the invoice for fibre rental august / September / October last year.
I expect the entire invoice VB/L606308 to be credited except for fibre rental 01/04/2021 to 30/04/2021

Vodacom refuse to fix their own mistake and after 9months of trying, nothing changed. I get promise after promise that some so called manager will call me back, even from the legal department - nothing ever happens. Shocking service to say the least. I am no at the point where I want to act in a matter to make a massive statement, even if that gets me into prison. I had enough!!!

A gentleman from the vodacom in the Workshop refused to do a contract sim swap saying that it isn't his job, I had waited for 45 minutes before that! I have two personal contracts with vodacom and a business one. I definitely won't be renewing them and taking out new one for this reason

Good day

I was hoping someone can assist. I have been a Vodacom customer for many years and on 7 April I placed an order for a new phone online on the vodacom website.

On 15 April I received the new Samsung A72, with a 3in1 sim which I thought was strange.

Today 5/5/21 I called Vodacom to find out why I have only been debited for my current phone as is supposed to be R409pm as I selected the 36month option.

Then I was told that this is not on my current account but another number has been given & therefore a new contact and I must contact the cancellations department. Please see the email attached, dated today.

I then looked up Terms and Conditions and saw that the contact and device cannot be returned after 14 days. I became increasingly worried at this point as I have missed this and was unaware.

I then called 082 1945 and was transferred to a consultant named Hope. The call was approximately 12.50. She said there is nothing they can do. I do not want to return the device. I simply want the new number cancelled and the cost of phone to be added to my current number 0767319212.

I have proof it was delivered on 15 April, it is now 5 May 3 working days after. I was told there is nothing I can do as the 14 days have passed and I cannot issue a change/cancellation as there was no human error involved from their end.

Please see the link below. If you look above the contract duration blocks there is a small drop down box. I must have not seen it to upgrade which is an honest mistake but was under the impression as was upgrading. I still received a call about the device's order confirmation and they should have mentioned its a new contract. All they say is your order which is dishonest and not clear.

https://www.vodacom.co.za/shopping/deal-details-page/DV1DD16134?contractSkus=DV1DD08165&contractSkus=DV1DD16134

All I want is for this new contract to be cancelled as I am paying for something I will not use and have the invoice as well as all original packages. Order number K2503352. It is only 3 working 3days after the 14 return policy and there were public holidays.

I have also referred the matter to the Independent Communications Authority of South Africa.

Please could someone assist urgently.

Kind Regards

Adele
0767319212

Have a contract with Vodacom, got behind last year with covert related "no salary"...
Phone customer care to resolve the issue when i had the money.
They gave me the wrong reference number so paid the total amount in and they allocated the payment to another Vodacom clients bill

I have been on a Vodacom 3G stick data bundle contract for many years for compatibility reasons, but I also know that the technology is old. I will have to upgrade my old system that I used the stick for anyway(Windows 7, as from January 2020, is not supported anymore). I am supposed to get 10 GB of data per month, but I noted that I cannot use the stick anymore(Data has been cut). It is definitely a Vodacom lack of service delivery issue. However, Vodacom still requires of me to pay for the full term. If the service can be delivered, I am willing to continue and honour the current contract until it expires. I believe there is a little more than a year left on the current contract. I am willing to accept a better solution for the remaining term of the contract if Vodacom can agree to support me with the necessary service to honour Vodacom's side of the contract. It is contract break and service theft that is taking place here and with corruption running rife, please contribute to do the right thing and not allow theft to taint an otherwise good company image. Every client deserves to receive service for payment and to be treated with transparency. Thanks in Advance and have a blessed day.

My internet has been down since the 1May 2021 and today is the 4May 2021 with the internet still down.
The emails sent comes back with the same reply