Vodacom - Head Office Complaints

I find it disappointing to have to resort to laying a complaint or having to become frustrated with the call centre agents just to have the problem sorted out. I am told that they are working from home - does this mean there is no one able to assist? I have been phoning your customer care agents for the last 4 weeks and asking for assistance to access my emails, just to be told that this is a technical issue and they will get some to call. -still waiting. I even went to your branch in Fourways and was told that the Technical guy will be in on Thursday, the 18th June. He could not assist me and a call was logged and was told that someone will contact me within 24 hours -still waiting. I have another reference number 1-34717982454536 and was told that a Solution Expert will contact me. Please advise when this is going to happen or if it going to happen any time soon?

I can log into 'MY VODACOM' , but it does not allow me log into "VODAMAIL", even though I log in with the same details.

The fucking idiots in the rewards department upgraded my account without my permission, I went into the Vodacom store and they said that an upgrade was done on my account on the 22nd of thIs month. I never gave permission for them to upgrade my contract as I wanted to get my new phone today. NOW I have to wait till Thursday. Vodacom service is absolutely pathetic, how can you upgrade someone's contract without their permission? I've never experienced such bad customer services in my life, I have to give my security info every time a call yet you upgrade my contract without any permission what so ever. I will be cancelling my contract with Vodacom and I will be moving over to MTN if nothing gets resolved by today.

Good Day

I bought a Huawei phone as my phone on contract was stolen.

The phone was confirmed an out of box failed unit by the technical office.

As I was confined to home with co morbidities during this virus pandemic I could not be without contact with the outside world and so I was given a phone by my daughter.

If the phone had worked I would have been happy to keep it but as it worked out it didnt and I really dont know why I am having such a hard time getting my money back.

I ave asked the store manager and the regional manager but both say - sorry they have no return policy.

Surely this is a discretionary matter?

Yours faithfully
Brian Lewis

my screen was cracked. took it in for repairs on fri 19 june 2019.
was informed it will be ready in 5 working days

i also requested a loan phone. the one at the store was very dirty and the screen was badly scratched. i was promised expressly by the Store Manager ANISA that i will receive another loan phn on saturday 20 june
to date none received
when i tried to call and find out i was met with a very rude person called Stephanie who said the store manager was another person who had left early.
i then spoke to Abdul who was just as complacent.

He promised to get the issue resolved and i had requested that he drop the loan phone off at my place given the Covid 19!

im still waiting for either a phone call or a loan phone

further, we contacted the sales person who handles our businesss account, to no avail.

please note our company holds a Business account which we are considering moving to MTN given the numerous issues we had encountered.

kindly contact me regards this complaint soonest

kind regards
Mrs K Paul
cell: 0769247668

good day. i cancelled my contract (after few calls) in march. they changed it to the R49 p.m contract. but i must still pay the old amount as well as the new amount. i phone numerous times with no luck. no one can help. they put me through to this one and that one and no one can help me. pleas, i just wanted to change to R49 p.m contract as the other contract expired january 2020. i keep paying and the account keeps staying in arrears. so i stopped payment last month until you can resolve the issue. the phone number: 0662396624

Vodacom gave ownership of my number to it's customer and i was sent a message indicating a SIM swap was requested on my number which has been activated which I realized.

The customer has a contract with vodacom and is known to me however at no stage did I agree to give ownership of my number to him.what we agreed on is that he took a contract and said to me i can use my number on the phone he purchased for me.
When he phone me to tell me to port the number which i explained to him that it is not possible I learnt that after visiting Vodacom that he owns the number and the only way is that he should transfer ownership of it to.( please provide me with proof where I have given thet consent likewise I will avail any proof as required that i did not consent to such)


I have been using that number for over 15 years and all my personal use and applications are linked to that number, bank,SARS,work everything and now he is manipulating any communication to that number.

I am sure you could appreciate the frustration and the inconvenience this has caused.
I feel gravely violated and aggrieved, I therefore request Vodacom to follow up on the matter urgently and provide me with my number back, And also explain to me how was it that a person could have ownership of my number without my consent.

I will also being lodging the complain with ICASA, Consumer Council and with the police for further investigation on the dealings of Vodacom with the customer.

Despite several attempts to report the matter through your call center i have not been assisted.I am now been threatened by Vodacom that any attempt to use that number will be deemed as fraud of which i will be taking the matter up with the police.

Please find this in order and resolve the issue by giving my number back.

Vodacom is by the worst I have ever dealt with, I made an application online for a contract in which they approved so I then realized that the delivery address needed to be changed as I would be at work during delivery hours so I called on to change that, so I decided to call in and do exactly that, I spoke to an agent who advised me that he'll have to transfer me to after sales to edit the application and that it has been approved so he then transferred me, I waited for an answer but there was no answer and the agent came back onto the line and told me they may be closed but they supposed to work until 5pm but it was 4.40pm and nobody is picking up so he gave me a number to call to get ahold of them the next day. I went to work and because I deal with banking details I cannot have my phone with me during work hours unless its break time and they called at 9am, I missed the call as my break is at 10am so I called in to speak to them and then was told by the agent that the contract is declined that's why they didn't call which then messed up my entire day. I waited until I got home from work to query this and call in again, I was then told that it's not declined but provisionally approved which means I'm approved for a Sim card only, I was furious cause I had canceled my contract with telkom which was about to me delivered to go to Vodacom but this is the kind of service I recieved. I explained to the agent who was extremely rude and told me he that I must send an email to Vodacom and they will take it up further, I did exactly that and clearly specified on the email to please call during my breaks and left the times as well. Again Vodacom decides that it's fine to call at 9am and I miss the call again, they then sms me saying Vodacom is tried to contact you and will be in touch during the course of the day and this was yesterday Tuesday 23 June 2020, I have not received a call from then up until now to resolve my problem. What kind of service is this from such a provider, pathetic and as for the agents they employ has no respect and extremely rude. Vodacom the level of service from you guys was pathetic and further more you aren't even bothered about the customers problems and queries all you care about is making money, just that a customer is the one that pays your salary with a customer you are nothing. I'm not even sure if I will ever be assisted or if I will have my ticket number with me with no assistance until the end of time itself

To whom it may concern

I find it utterly disappointing to have to resort to laying a complaint or having to become irate with call centre agents just to have a decent service rendered to me.

I have been a loyal client of Vodacom for more than 12 years with the same number and for the past 7 days I have been unable to use my phone because Vodacom has locked me out of my phone without cause.

To provide more context. My father had a contract with Vodacom which administration I dealt with. Statements came to me, and all queries were done through me. The monthly premiums were being deducted from my father’s account monthly. On the 3rd of October my father lost his battle with cancer and passed away.

Within days I notified Vodacom and they told me repeatedly that because I am not the account holder I cannot make enquiries on his behalf, as I am not an unreasonable person I understood the legality of what they were saying as frustrating as there feedback was. I then got a nice gentleman to listen to what I had to say and he sent me a premature cancellation quote (because by then I wanted nothing to do with Vodacom).

As you can see it is dated the 15/10/2019. I sent through the relevant documentation and no follow-up was done on Vodacom’s side nor mine, which I take ownership for ,I had to assist with the rest of my father’s estate and a cell phone contract was not at the forefront of my mind.


By the end of November my father’s bank account had to be frozen due to normal processes with any demise. Vodacom was quick to notify me that the account was in arrears, I then again queried the cancellation of the account and was referred to retentions who advised they had received no notification of my father’s death, much to my annoyance.

With one call I was able to replace my father’s banking details with my own and I settled the arrears immediately.

Fast forward 6 months later…

I received notice from the executor of my father’s estate that they have settled his Vodacom account (as all his creditors had to be paid) to the value of R 5 966 as quoted in the document received from Vodacom in October. I immediately contacted my cellular provider who put such a bitter taste in my mouth with regards to their lack of professional conduct and just plain incompetence.

I requested to speak to someone in management and this is where my already appalling experience with Vodacom turned into a nightmare.


I was ”assisted” by MORENA THABANG RAETO on the 15 May. I explained in detail the above tale and he was sympathetic to my story and said I needed to provide him with my Id,3 month bank statement and my proof of address. The very next day on the 19th of May I sent all supporting documentation. (during this time Vodacom promptly removed my banking details and my account went into arrears, this was also my first and last call with Morena)


By the 1st of June I had not received a call from Morena and when I made an enquiry regarding why this process was taking so long and that this bill was unnecessarily in arrears now. Morena then advised he was assured that a Vodacom store manager would contact me and he will check with the manager and get back to me. That was the last communication I received my Morena Raeto. Since then he has either blatantly just ignored all my emails or blocked me and I was then forced to contact the call centre. I have spoken to so many agents and they all say the same nonsense about how he is a team leader and they cannot just call him nor transfer me to him. They will send him an email and he will get back to me.

So this dance went on for about 2 weeks with no contact from Morena, not even a email to tell me there are delays, he could even have blamed the delays on the current pandemic. I would just have been grateful that he wasn’t ignoring me!!!

My cell phone went radio silent on Monday without any notice which took me from being highly irritated to IRATE instantly. I spoke to Philisiwe Ndebele, Tembeka Mabusle ,Dumisani Shongwe, Itulmeng,Rachel to name a few and they all tell me after I explained my entire story for 20 minutes that they cannot help me and they will send Morena an email to contact me. Any human reading this must understand that by now I’m in tears with this disgusting service. Not one person I spoke to took any accountability or initiative to help. I have been calling Vodacom twice every day since my cell service was terminated and waiting in that queue just to be told they can’t help.

All I want to do is pay my Vodacom account as I have been doing for literally years . This account should be reflecting in a credit and still my phone has been disconnected for 7 days already.

I am pleading with someone to help me fix this!!

I logged a complaint two months ago and keep on phoning with no help or feedback. Its amazing to see how Vodacom treats their customers. Vodacom does whatever they want no matter the customer. Consultants have no Idea whats going on as one is saying one thing and the other consultant says something else

What an absolute disgrace vodacom is. I had requested a settlement letter for an account that I paid off 2 years ago that vodacom never bothered to close. Instead of closing the account off they put it up as credit paid in advance and now when trying to apply for a loan I had this counting against me. I called the whole day only to be told to wait 48 hours which is ridiculous seeing as I wouldn't need that letter if they had done their jobs properly the first time. When calling the midrand head office I had to deal with an unbelievable receptionist who would transfer calls that ultimately ended up cut and then I was told its my fault because I put the phone down which was not the case, I emailed the manager Morna twice and still no feedback I am absolutely disgusted in the pathetic, incompetent staff at vodacom.

Hi there. I have a Galaxy S10e which I have sent in to Vodacom repairs Alberton for repairs in December, due to a faulty speaker. It has been sent back twice, with the same problem. Then I took it to SSS Cellular in Boksburg and they told me that they have to send it to Samsung.. Now Samsung claim that there is "Liquid damage", but the phone is rated at IP68..!! Plus I've NEVER swam with it.. Since January I've been paying my bill every month, which includes an install for the phone, BUT I DON'T EVEN HAVE IT WITH ME..!!!
Now that I'm NOT getting Paid a salary, due to ths Lockdown, it's the first month that I can't pay my bill, and then Vodacom disconnected my services today.!!! BUT I'VE BEEN SITTING WITHOUT MY PHONE FOR 6 MONTHS, AND STILL PAID FOR IT EVERY MONTH..!!
I am screws without a phone, as I don't have a land-line at home, and I also use my phone for work..!
I also feel that you should replace my phone, as it is still under warranty...

Could you PLEASE reconnect my services, and let me pay you, as soon as I can afford to..?? Please let me Know ASAP..??

Thank you,

Tobie Meyer
082-497-0855

Good day

I came across the this great data deal that month and thought it would be convenient for me because am using Samsung J6+ and it only uses one sim card and i lost atleast 2 router devices since last year. My problem is the lady that was helping me converting my prepaid number to a contract number did not tell me that once i convert the number to a contract number im forfeiting the talking points over 1000 that i was planing to use buy a new phone. I went to Vodacom shop in Burgersfort in Limpopo to get a new phone with the talking points and thats were i learned that i dont have talking points anymore. Vodacom is a big brand and i dont believe the target is to push as many sales as you can but also make sure your customers are satisfied with your products. I was sad to learn that all the points that i was saving for a new phone were forfeited when i converted to contract.

Hi

Hope this reach you in the best of health.

I have been with vodacom ever since I can remember myself.

I was due for an upgrade but I cudnt do it because of the lockdown country wide.

I upgrade my vodacom contract at Carnival Mall brakpan.

I had a contract of 10 gig at night and 10 gig in the day for R249.

I wanted a tab on my Sim only contract and I was talked into a package of 10 gig at night and 10 gig in the day and a tab if I pay just R10 extra and il get the tab. The tab picture looked big on the box so I agreed and took it. They told me if I wanted 2 buy it cash it would be R1400.

I surprised my mum with the tab Lenovo e7 but because of age she cudnt really see the writing because it's small.

I phoned vodacom at Carnival Mall the very next day and they agreed I could come through, pay for the tab cash and downgrade my contract because I thought if I'm my mum isn't going to use it, why keep it. So I wanted to buy it cash from vodacom and re sell it thereafter. They agreed I could come in and do that.

When I went in, the manager and the lady who I spoke to over the phone was off so another lady assisted after I explained my dilemma.

As they logged into the system it was told it was already approved. The manager of the store then said don't worry he will make a plan and request for a reversal and I should wait 3 days.

I waited 3 days and no response from either the manager or lady that assisted me. I called the next day after the 3 days. The lady said sorry we can't help you.

Im extremely disappointed with the service firstly.

Secondly why was I given hope that my contract will be downgraded....

Now I am I sitting with cash that I agreed to pay for the tab and I don't like my contracted because I was talked into just paying R10 extra.

Please assist.I am willing to pay cash for the tab and downgrade my contact please. Please assist

Thank you

Good day



I’m lodging a complaint regarding the unethical manner in which I was handled at the Vodacom Sasolburg store.



1. The lady by the name of Elsie assisted me to open the contract account, I have never received my statements for almost two years, when I inquire about it I was told that the lady that helped me (Elsie) used her email address to receive all my communication.

2. Yesterday (16.06.2020) the very same lady went through Vodacom system took my numbers and called me, it caused chaos in the family and she claimed to my wife that we exchanged numbers.



Please address this matter as I feel harassed.



Regards

About a week ago I purchased a cell phone charger cable for R50 from Vodacom N.R. Cellular at Grey Owl Village shopping centre in Midstream, Centurion. I found that it was taking forever to charge cellphone and tablet so took it back to exchange it for a better cable and paying the difference. I was told that I could only have brought it back within 1 day to do so and after that it was not possible. I tried to point out that this was contrary to the CPA but was told there's nothing they could do.

Can you please help?

I recently upgraded on a device which was recommended by a consultant and realized the battery capacity to be low than what I was looking including some of the applications. The maneger of the Vodacom 4U East Rand Mall said even though I'm not happy with the device could only be returned if it was a technical problem,which differs from what the consultant told me. I would appreciate if I can change the device to what I planned to upgrade with the same package as the current because I'm still within the 14 days which was explained by the consultant.

Regards

Molao Sechemane
Contact : 0733834345

I went to the old fort Road Vodacare in Durban to log in a phone that I received from Vodacom insurance 4 days ago and I asked the consultant to log an out of box failure request as the phone is faulty. She looked at the phone and said it has scratches on it therefore she will not log the phone in. I told her that the phone is under warranty and I want to book it in. She said she will not book it in and proceeded to shout at me and humiliate me in front of the customers. I was so angry as a customer should never be humiliated like that. I am a senior manager for the First Rand group and the service that I got from Vodacom was disgusting. The consultants name is Witness Mciteka and she should not be dealing with customers. Eventually another consultant named Melvin assisted me and booked my phone in. I have 5 contracts with vodacom and after this, I rather move back to cell c. What a disgrace. I am logging a complaint on hello Peter. My name is Patrick Hodnett and my number is 0723760060.

We have been under debt review for the past 8 years and during this time we upgraded several times with the recent upgrades late last year and early this year. Now apparently we can't upgrade because it is law that people under debt review cannot upgrade but Vodacom allowed it for the past 8 years and we didn't skip 1 payment. We are extremely unhappy because we are not being treated fairly after we have always been loyal customers of Vodacom. Why did Vodacom break the law for the past 8 years?

On 2 June I requested that my phone number be made prepaid only as I was flying to the UK on 4 June on a repatriation flight, to take up residency. I told the consultant that I was no longer going to be living in South Africa. He said he had a cheap option, I thought it was a migration like the one I had been given the previous week, which would remain on a month to month. When I put the phone down and checked my messages, I showed I had an upgrade and 24 month contract which I had not requested. Ref: 20674280/25. I immediately phoned back, and was directed to cancellations where I spoke to Lydia. She emailed Given asking him to cancel the contract. She was unable to give me a reference, but said Given would call me. He didn't. So I phoned back. The next consultant said it had been made pre-paid from the end of June and all was in order. On Wednesday 10 June I phoned again, when I spoke to Chantal in cancellations she said no, it had not been done. She would email to escalate the case. The number I phoned was +27 821958 which is supposed to be a free call from overseas. It isn't and I now no longer have airtime available to continue phoning Vodacom. I made a Skype call this morning 12 June to follow up, now Cancellations said no I need to speak to customer services they cannot assist. The call was transferred, and I received the message that Vodacom Customer Services cannot assist at this time due to Covid.
How do we get this resolved and a contract/upgrade that I did not request cancelled.

I noticed that my monthly bill had gone up. when I called to inquire I was told that I upgraded my package in December, which I never did by the way! So I requested a precancellation quote and settled the amounts in May. Month end May my debit order still went through even though I had requested cancellation. I was told that it would be escalated and I’d get my refund. I called again today, 11 June, and it’s still not cancelled instead I’m going to have to pay for June too! That is nonsense. I have settled my contracts and I have sent proof of payment numerous times. I will call my bank to block any payments to vodacom and you will lose me as a customer if this is not sorted out. I want my money back.