Vodacom - Head Office Complaints

I recently went to Vodacom Key West , Krugersdorp , to upgrade one of my contracts. I am very upset with how I was treated.
The guy couldn't even stop what he was busy with to help me. He was still busy on the phone with some one else and just asked me "what do you want".......
When spoken to , he just stared out the door and carried on talking with his face pointing in the other direction. Not even looking at me when talking to me!!!!!

The same guy(apparently in charge of the upgrades)also told me that it doesn't matter if I upgrade by him or over the phone . The +- R200 connection fee will still be added to my bill if I do it over the phone. I can go check my bill if I don't believe him he told me.....

When I called Vodacom it took me about 30 min of holding and 5 min after I eventually started talking to a consultant I was cut off.

I tried calling again but was cut off a second time.

Eventually I got another nr on the Vodacom website when I started looking for a self service way of doing my upgrade.
When selecting to check my nr for upgrade status it shows the there is a problem and nr can not be checked at the moment. That problem is also on the Vodacom App. All consultants that I've spoken to says I can just check for certain things on the app/website but nothing works !!!!!!!!!!!!

I eventually got through to a very helpfull lady named Regina which assisted me with the upgrade .

When going through all the detail she eventually told me the amount per month . That amount was different from what 2 other people from Vodacom told me in the last 24hrs. How is it that people from the same company doesn't have the same info ??????????
It is very frustrating to deal with stuff like this.

I've been a customer with Vodacom for a very long time but I'm seriously thinking of moving to some other service provider with the next upgrades .

Apart from Regina I've only had to deal with arrogant people in Vodacom shops and people who might need a bit of training over the phone.....

Good day

I had a 2-year contract in 2017
which I paid in full - ended in 2019
a week after that the sales dept contact me to ask for a new contract which I replied no
2 months after that a new debit order started which I reversed..the next month they tried again...I reversed the debit order again
then I send email to customer care to motif them that I did not take the new contract and the debit order stopped
A year after that..today attorneys phoned me to tell me I was handed over
I do not understand as I did not take a new contract
further, the attorneys put me on it's for the amount in arrear
how can Vodacom do this as I did not have a new contract with them..even the debit order amount was not the same and the cell reference number also not mine
please rectify with immediate effect
I had a clean record with it's and was never in arrrear with any amount
and now I have a record for something that I did not take up

my details

Paulus Kruger
6608155219086
cell number 0714087392
email -paulu***@one.za.com

kind regards

paul

I have previously logged a complaint on my number being taken over by a company that I did not authorize. I finally sorted that out with your company not taking accountability. I requested your company to compensate me by letting me go to Vodacom Shop and do a swimswap. No one wanted to assist, so I went to the store to do a simswap and I was told the system is offline mind you I have to take a taxi to the mall back-forth 5 times. Eventually yesterday the system was fine - only to be told that my sim is locked and I need to contact the call centre. I did that this morning and attached here is the call records of what took place! I just want my number back thats all I need.

You upgrade without my consents.
You keep saying you will phone back.
My issues does not get resolved.
Your company is corrupt, an extra no was added to my account but I was never informed, neither was any debit order issued.
I need Vodacom to remove my no from their system.

The phone has been sent back and forth between the shop (vodacom the Grove) and the workshop in POTCHEFSTROOM for over a month now with a new excuse every week on why the insurance doesn't want to cover it, every time we get told it will be fixed now and when we call to find out how far they are we get a new excuse on why it's not being covered. We have called endlessly to sort out every new excuse they come up with.

I tried to get hold of AREA Manager in charge of the store. Apparently she is too good to talk to me. I fighted with the Manager of the store after they treated me like a dog!!!!! I am a very good Customer as they told me so and still they treat me like a real doos. I want a word with the CEO of Vodacom myself!!!! This is unacceptable...

I have been trying for hours to contact there office.

My contract has gone to prelegal i spoke to agent yesterday she said i must pay the arrear amount of R1074.66. I did payment yesterday 6 July of R1075 and emailed p***@vodacom.co.za.

I tried and tried to call them they take my number down voice records and not call me back. I need to have my issue sorted.

Good day,

I would like to complain on an agent named Itumeleng, she does not sound like she want to work so get rid of her. When I told her that she does not sound like someone that want to assist, ahe tells me that well there is nothing she can do if she is not saying what i want to hear. And i corrected her again by telling her that her tone in her voice sounds like she does not want to work and she dropped the phone.
If that is customer service then you can forget us ever remaining clients of vodacom

Hi
To whom it may concern
PLEASE HELP ME......
I have been having issues with both my numbers (082 658 7338) and (071 365 4633) since the 4th June 2020.
If you have a look at the amount of calls I have made (some days 5 calls or more) you will notice that I have almost called everyday to try and resolve my issue.
The initial issue was that I was not able to pay and asked for the account (082 658 7338) to be moved to Pre-Paid to allow me to settle the account, but still able to use the phone.
I was unfortunately not able to honor this and the lines at the time where blocked as initially thought.
I then paid the account (20th June 2020) with great difficulty I must add in this tough time we going through, but had to make some sacrifices and bite the bullet. Safety was a great concern for me as my wife was not able to use her phone (071 365 4633) while leaving the house with no way to contact her or for her to make calls.
After many calls given the run around, and eventually on calling a Vodacom store it was determined that the handsets have been blocked/blacklisted. It took almost a month for someone to figure this out.
Since the payment I have been calling almost everyday ,which you can pick up on the system to try and resolve this issue. Eventually someone figured out that a request must be made to unblock/un-blacklist the phones. (25th June 2020).
Since then the reference numbers that were given have been closed without explanation (1-34717579023089) – Ref number received after sending an email with the forms for both the numbers….


Phone No IMEI No Account Reference No
0713654633 355089088335496 I1606259 1-34717436772083
0826587338 353467105434165 NA157101 1-34717446153089

Apparently they tried to get old of me, but did not receive any calls.
A team leader Dumisane called me once, (29th June 2002) but the call was dropped and he never called back.
I even gave alternate numbers to be contacted, but to no avail.
A new reference number raised again : Ref: 1-34721484622790 (30th June 2020)
Now I’m being told that due to the incompetence nobody mentioned that the un-blocking will take 7-14 working days, which I cannot understand with no clear feedback
There are also no notes on my other account, even after speaking to so many people…

0713654633 I16062596


Called again today (6th July 2020) spoke to Amanda as well as someone from subscriber collections and again I'm told to wait another 24hrs to 48 hours as its been escalated....And the call was dropped and no call back...

I WANT THIS RESOLVED TODAY...CAN A SENIOR PERSON IN YOUR ORGANIZATION PLEASE CALL ME
How long can it really take? I have been patient and now I am gatvol…excuse the language…
THANKS
Faizel Dadoo
0761243607

I went to the Vodacom Shop in East gate shopping centre on the 4th Jul 2020 at 12:30 i wanted to check why there a problem when i wanted to do an upgrade at the istore and the the staff told me they can’t assist me the the istore should assist me but my contract is with Vodacom not Istore and while i was still talking to her she turned away and spoke to another customer so i turned around an walked out

I recently learned, to my shock, that my contracts have been upgraded and extended to 2022!!

I was under the impression that I had a month to month contract with vodacom. This is because my contracts came to an end in 2019 and when I tried to upgrade and get a new device, I was told that my financial profile was low.

This was in July 2019 when I enquired about a new device. I appreciated that i had a couple difficult months in 2018 and my credit was affected. So when my contract came to an end in 2019, I opted to stay on a month to month contract so that I can improve my credit and qualify for an upgrade and new device.

I received a call from one of your agents in February 2020 who called to tell me that you guys have noticed that I’m using more data, less sms, etc and you can probably help me save money by putting me on a better package.

Naturally I agreed...who does not appreciate saving money? But under the guise of “helping me” I HAD NO IDEA I WAS AGREEING TO ENTERING INTO A NEW 2-YEAR CONTRACT!

I believe i even mentioned to the agent how disappointed I was that after more than 12 years with vodacom, that I did not qualify for a upgrade because I had a few difficult months in 2018.

So she gave me an outline of how the new package would assist and I agreed but never knew I was locking myself into a new 2-year contract on both numbers!!

Why on earth would I agree to enter a new 2-year contract with vodacom when you are not even agreeing to give me a new device!

To prove to you how ignorant I was about this entire setup, last weekend I went to Vodacom Cresta and enquired again about how I can improve my profile and upgrade to a new device. I told the consultant that I was on a month to month contract. He said that he would log a query with the finance office and it would 1-4 hours for them to get back to me. THIS WAS TWO WEEKA AGO- I AM STILL WAITING FOR HIS CALL!!

I AM SO ANGRY ABOUT THE DUPLICITOUS AND DISHONEST nature of my interaction with your agent in February. How could she believe I would enter into a new contract after I told her of my struggles to get an upgrade and a new device?? So you think it’s fine for me to continue for 2 years without a new device!! It’s fine for you to get your monthly payment but if I don’t have a new device then that’s not your business!

You have shown me that you care for profits only and simply locking me into a new agreement, without any consideration for morals or ethics. What your agent did was completely unethical.

It is a shame that after paying you many tens of thousands of Rands over many years, my relationship with you has to end on such sour note. However, I honestly don’t think you care that much.

I have sent several emails to vad***@coactivate.co.za with of course, no response.

Can this be resolved ASAP if not sooner!!

I had arrangement to pay account and all billing to acc nm083296 will stop.. They still submitted debit order for 3600 onto my bank account now in arrears over the overdraught limit.. Please help me

Good Day,

I have been trying the entire morning to get through your cancellations department to give my 30 days notice.
I cannot sit on hold for 30 minutes at a time as i work during the day.
The fact that we can only "call a number"to do so is frustrating.

I did the tobi chat to chat to an agent and the agent mentioned that you have limited staff.

So why is there not another method in place for cancellation. I cant sit on a phone all day and wait.

Please get back to me urgently.

Vodacom fraudulently upgraded my contract and stole R1800.00 from my bank account. It has been 3 weeks now since I sent my complaint to their fraud email address but I still have not received a reference number, no acknowledgement or feedback of any kind from vodacom. I reversed the unauthorized debit and now my credit record is damaged because it reflects me as a bad/slow player. Vodacom doesn't care, this is pathetic.

I trust this finds you well, my name is Sipho Mbokazi... I am concerned hence I am writing this reports to you since I have reported this issue from numerous agents and have not received exactly what I wanted to hear or the resolution to what I complained about. In a nutshell I had problems with my R19 1GB data for 1 day, been buying them for almost a week and had issues using them so I saw the need to call vodacom for assistance.. the first agent I got through to advised me that I had to refresh my phone after resetting my phone network to manually which I was happy to do however still the issue was not resolved so I thought of calling again and this is when I got through to an agent who had the audacity to drop the call on me by placing me on hold for almost an hour just so I drop the call .. the agent was so rude that I would absolutely appreciate it if the call was to be picked up and be listened to, the main concern right now is the message I received threatening me not to disrespect agents as if I did. I am failing to understand how is raising my concerns is regarded as me disrespecting your agents? Because the disagreement we had that made her drop the call on me is that she was telling me the very same thing the previous me off and now that I showed dissatisfaction, customer drops me without resolution . I only need R19(4 days) which was not working and also need you to investigate further as to the attached messageI received from yourselves if it is genuine. I am happy to take this further with this screenshot if I am still not being assisted. Thank you . Please contact me from my email iamsiph***@icloud.com

On 15.06.2020 I was held at knife point and my cell phone and laptop was stolen. I had the 2019 Huawei P30 Lite which has been discontinued and Vodacom provided me with a quotation for the 2020 Huawei P30 Lite (R5939) that will replace my phone that was stolen.

According to the quotation received from Vodacom dated 18.06.2020 the value for the 2020 Huawei P30 Lite is R5939.00. Vodacom (Theresa, the manager) has informed me that the value for the 2020 Hauwei P30 Lite is currently R6999.00 (on special). Vodacom (Anine, the manager) have confirmed that they have provided me with the incorrect amount for the phone that will be replacing my phone. Vodacom (Anine, the manager)
has also confirmed that they do not have a phone for the value of R5939.00 and that they are unable to assist me.

I think this is very unprofessional and I should not be held accountable for the error made by Vodacom Tyger Valley. Teresa has confirmed that they will keep the phone aside for me and today I was informed that they do not have any stock left, which is unacceptable!

my phone was sent for repairs in November 2019 and up till now i havent received my phone back it was sent from vodacom blue route to the repair shop in century city somewhere between the two my phone is in limbo please advise

complaint about the migration of my cell no in December 2019, I did not request such migration. The main number 0827714764 and 0649060676 are on the same contract, therefore if I make changes I will do it to both numbers.
You promised to come back to me about this matter, am still waiting for more than 2 week

I'm not even going to say that vodacom is the worst and most greedy service provider there is because by reading the comments we can already see this.

I have cancelled my "Month" to "Month" contract a long time ago. I did not agree to Pay the settlement amount because their terms and conditions does not state how they charge the ONT installation (I was charged R1500 even though the installation took 5 min). After back and forth communication for a couple of months vodacom still deducted money from my account after changing the reference numbers AND THE AMOUNT I mean who does that!

Today i received an email saying that I did not comply and they did not receive a payment from me so they will close the ticket. I emailed them 2 months ago and they did not reply!! Twice! Now you ask me why i do not want to pay?? I forwarded the emails to a couple legal advisors that will now assist me in this because this is just outrageous.

I recieved my upgrade on 15 June, the phone has an out of box fault that needs to be replaced. I have called numerous times and am promised every day to get an exchange of my phone but still nothing. I am extremely frustrated and still do not have a functioning cellphone.