Vodacom - Head Office Complaints

I applied for a cellphone from Vodacom shop in Fourways Mall. Lyle was my salesperson. He sent me an email confirming that I didn't qualify for the device I wanted but gave me an option of another device. I replied the next morning confirming that I will take device. He replied saying that I can't get the device anymore.I have spoken to 2 different managers at the store but nobody has gotten back to me. It has been 4 days since.

Insurance Claim & Over Billing.
Unable to find a means to communicate regarding customer services, staff appear to lack training, knowledge and ability to offer after sales service.
Furthermore, the Vodacom stores are only able to supply contact numbers in order to achieve the information required, which is even more difficult to determine the difference between the automated service and the online person, as both seem to repeat the same sentence without actually being able to identify with a what is being requested, or offer any form of solution?!?
The delay tactic of: please send an email to......., then falls into a bottomless pit of non existance, only to start the process again.
It seems that perhaps the only way to find a person to take responsibility is with legal action?

I cannot understand why the Vodacom stores are unable to assist with after sales service on an effective basis, they seem to have all the answers when a sale is in process!

Kindly supply a direct contact so that I can forward all my relevant information regarding these issues

Hi. I have been struggling for 2 days now to get someone to phone me to confirm my online upgrade. I was successfull but need confirmation before delivery can be done. I am very dissapointed. Your service was never this bad.

Good day. I've got two contracts that can be upgraded and I was ready to do than. With a shock I found that my account was in arrears with R4161.51. I figured my debit order that has to go off on 28/09 was returned unpaid, but when I checked my bankstatement, there were no debit order presented and I had more than enough monies in my account on 28/09. Of which I was now also charged by Vodacom R100 for the debit order that was not presented even!! (The only debit order from Vodacom was the small R55.99 that goes of separately) I then paid the R4161.51 via the Vodacom App yesterday and waited till this morning to check if the website changed my status, but no luck. I phoned 082 1946 and was assisted and told it will be sorted out in about 30min to 2hours. Now 4 hours later it was still not sorted and I phoned again. First I was cut off twice, they phoned me back, but as soon as I answer the line drops. I phoned via a landline and used one of my other numbers and the lady told me she's going to escalate this again and I should wait another 30min and check again. I haven't had any issues with Vodacom since I first got a contract with you years ago. Now I need to upgrade and suddenly my debit order was not presented, I get charged an extra R100 because of this and the payment is not being cleared on my account within an acceptable time frame. Please urgently assist with this.
Attached all debit orders presented on my account towards the end of September.

In the past 8 months, I only had fiber for 3 months!!! It took you 4 months to activate my fiber, after running for 3 months I got a call from one of you agents saying: “Someone called to activate your line, but we see it’s already active?” I then put 2 and 2 together and told the agent I think it’s our neighbors at 22A, we are at 22B. Please don’t accidentally turn off our line!

3 days later our line is down. Now I have been calling 2-3 times everyday waisting countless hours and loosing a f*ckload of work. My SR codes at the start just got closed with no explanation. It’s taking forever with hundreds of false promises and retarded staff. No one can call Vumatel and tell them “we f*cked up, please activate the line again” Your system is obviously beyond flawed.

I have also asked multiple time to cancel my contract for lack of providing a service and just get a R1500 invoice to cancel that seems f*cking disrespectful as you are not upholding your side of the contract. I never signed up for DISAPPOINTMENT and this level of FRUSTRATION!!!

F*cking sort out your shit! Get me activated today or send me a free cancellation email with my money back for the down time before the end of the day!!!

We have 4 or 5 different contacts with Vodacom (all on my wife, Adriana Swanepoel's name) with Vodacom for more than 21 years. We work mostly from home and have contacted Vodacom in the past regarding the absolute poor reception at home. Twice have they sent a gentleman to our property to investigate with no result or any feedback. The situation has now deteriorated to such an extend that we cannot cope anymore and loosing a lot of business as a result. If this matter is not taken care of as a matter of extreme urgency, all our contracts will be cancelled and we will not be liable for any charges or payments for cancelling these contracts too early as we tooks these contracts from Vodacom on the assumption (in good faith) that there will be cellphone reception. MTN signal at our property is 100%. We live very close to CSIR in Pretoria and cannot understand why we must be satisfied with this pathetic situation.

We expect an urgent call and solution from you as a matter of EXTREME URGENCY!!!!

Good day,

Ive been struggling to cancel my contract since end of July...every time a different call centre agent and every time a different story! Please go and check on my phone history,how many times i called!!!!

Vodacom wants to upgrade my contract but they dont want to cancel it...

PLEASE NOTE I WILL NOT PAY FROM END OF OCTOBERS ACCOUNT AND I DONT CARE IF YOU GIVE ME OVER TO BE BLACK LISTED AS I STATES TO EVERY VODACOM AGENT THAT I DONT HAVE AN INCOME...

After I upgraded my contract online, your are now telling me you have discontinue the device, and I cant have the same as originally agreed contract option

Good day,

Upon review of my billing since the new contract, I have realized that Vodacom has indeed not corrected the amount payable for the Apple Watch as indicated on this contract on their special that was never loaded.
It was said this this would be corrected.

The amount deductible for the watch, according to the brochure - should have infact been R 279 per month and not R 416.52 as loaded for my account.

Please advise how this is going to be credited and corrected with immediate effect as Vodacom ensured me on the day that this contract was taken out on.

Looking forward to your URGENT response.

Thanks,

Madeleine

My mother cancelled her contract in 2018 but Vodacom continued to charge her without her knowledge and resulted in her being in Credit Bureau..This year when she was trying to buy a car she was told of the Vodacom debt that resulted in credit bureau..When she followed up, Vodacom admitted their oversight and they are now refusing to give her a letter confirming the oversight and theh have tainted my mother's credit..Customer service line is not helpful, with rude agents who just send her from pillar to post and sometimes not answer the customer line..

I was due for an upgrade in September 2020 however the device provided was faulty. It logged for a return and the device was collected by RAM Couriers on behalf of Vodacom on 9 September 20. Vodacom has continued to bill me for this phone whilst it is in their possession. I have called their after sales number almost everyday so that I can apply for a new device. I was told I cannot do that as their back office has not logged the return back into Vodacom systems, the phone still shows as delivered to me. I have provided them with a collection number from RAM Couriers & they have advised me that the device was delivered at their Midrand Warehouse however Vodacom has not ensured that this device is loaded on their system so that I can cancel the upgrade.

I have been billed incorrectly twice on my fibre account,after complaining abt this last month(Sept billing) i was promised that i would be refunded in the Oct billing however i get charged R600 extra,which i query and after being transferred to 4 different consultants including the lady from the accounts dept(who was not interested in helping me)i was finally transferred to Lauren(Fibre dept) who admits that this is a billing error and that a call was logged last month obviously nothing was done abt it we get disconnected again..i phone back and Chancey then tries to assist but she has no access and has to escalate to her superior who she is not sure when he will answers she promises to phone at 20:00 its 21:55 still waiting.In this economic times where we trying to make ends meet and put food on our table i cannot be expected to pay R600 and wait another month to be refunded as i am still waiting for last months pro-rata portion to be refunded...why should i as customer be penalised for Vodacoms mistakes,and quite frankly i cannot afford this costly mistake.

End of Aug we went into Waterfall branch and settled out account and paid the amount due for Sep in FULL.
NOW again we getting harassed by numerous calls that our account is in arrears.
Keep in mind that this is not a contract number this contract has expired in Aug.
We went into Waterfall store and canceled this contract with Vodacom there and then - we even spoke to someone on the phone of the department to do this.

We keep calling customer care to tell them that this was cancelled and this is not acceptable!!!!

Vodacom are thieves and lairs and "steal" our money left right and center.
Customer care is rude and don't listen what we have to say, and that this is expired and was suppose to be a prepaid line now.

Then the phone gets dropped and we don't get anywhere!!!

Vodacom has been giving us a run around about putting our Fibre off as a result as we were inquiring about our radius and now we are completely off and we have no way of knowing when we will be reconnected and none of the consultants have a way of just putting our Fibre back on and well even going to the vodacom stores isn't helping as well. The sad thing is that we trusted in vodacom and this how they are repaying us.

I have applied for Vodacom fibre relocation on 7 September 2020. I was told that standard policy is 30 days for relocation for fibre to home. This is a business account but according to Vodacom consultants, having a residential address, it is low priority and considered as fibre to home. I work from home. This is affecting my business badly.

The 30 days are over. This is breach of contract.

Should I not get a response from Vodacom within 24 hours, I will cancel my fibre contract with Vodacom.

I have been to vodashops in fourways and phoned your customer care department and spoke to various staff wgo cannot sort out my vodamail email after i changed my cell number. one month has passed , i was promised to be called back and problem to be sorted, but to date no one has reolved my problem.

hi there, ive been a loyal customer for almost 8 years now, ive never had issues with regards to your service and products. Last year i went for my upgrade and the sales man told me about this deal that i took with a Samsung S10e. using the phone was a dream worked well until after 5 months it started saying that moisture was detected in the charge port, so i did the usual blew cold air, lay it in rice all the above and it wouldn't go away( take note that the phone had never gotten wet in any regard) so i took the phone in and after about a weak and a half the repairs department said i need a new phone which i had an excess of approximately R2700 to pay, so i did. i got my new phone and everything worked well for about three months and then it started doing the same thing, detecting moisture in the charge port. so i took it in and the gentleman said that i had to send it in again to be assessed and repaired. then after almost two months of the phone being away i was still billed for those two months even though i didnt have a phone and had to still pay. i then finally got my phone after corresponding emails and i kept saying that its the p[hone make itself thats faulty, the manager kept saying he can t help me in any regard but to send it in as he cant make that call. i recieved my phone after being repaired and let alone after a week it started its same defunctioning attributes saying that there is moisture detected in the charge port. so i took the phone back and requested that i would like a whole new phone or early upgrade so that i can get away from this faulty phone line series, once again there was nothing to do but to send it away (i was told) so i decided to now write a complaint email with hope that you can sort out the problem as i need my phone for business and its seems theres no sense of urgency for fixing the ongoing problem. Basically out of this upgraded contact, it feels you guys have gotten the phone for a longer period than ive gotten to use it.

Regards
Daniel Marais

I have been illegally charged for insurance on a device for a contract for over a year.

I have never requested insurance for this device.

Finrite/Vodacom have admitted in writing that I have never requested device cover after careful review of my contract agreement with them which will be provided to you.

I have also provided a confirmation of cover for the device that was insured through my personal insurance.

They have admitted that I have never requested insurance however they have declined to refund my money.

As a customer I received a lack of information about my contract what amount I should pay and what the terms and conditions are. It was refused when I asked for my contract layout and more information regarding. Thus I I went to the Vodacom Shop in Vaal Mall Vanderbijlpark and we were treated with aggressive and disrespectful behaviour. Thus not resolving any situation and ending in my personal expense to phone the relevant persons.

I am writing to express my concerns as a valued customer with a wifi contract with vodacom and how I have been given false information from various consultants. I have tried to get help regarding my payments and due to false information I am now in backlog with payments as Im also unemployed due to covid 19. I have attached the dates of calls to review the calls as they are recorded. Please help me with a reduced Installment and reduced package that will suit me till im employed again. Please assist so that i can explain full situation and provide necessary information and proofs.
thank you