Vodacom - Head Office Complaints

Vodacom complain review

I thought I was a valued customer of Vodacom.
I have been a loyal customer for the past few years, and have recommended Vodacom to friends and family. But I have realised that loyalty does not mean a thing now does it?... Especially not a prepaid customer.

Currently I am extremely unhappy and disappointed in Vodacom due to the fact that I received no joy from the call centre or any of the other channels(which include sending several emails to Vodacom and Mr Joosub, CEO of Vodacom) . Not that I have any illusions of anything coming from this, I am certainly not the first customer to complain, and certainly not the last.But I am hoping that by using this platform I can warn someone out there.

On 10April 2019 we were involved in an accident.
I registered the accident to *****motor insurance and was assigned an assessor to the case.

The assessor made several requests, and one of them was my call log for the day of the accident 10 April 2019 from 12:00-18:00.

He emailed me the pre-written document/affidavit from Vodacom giving consent to a third party appealing for information on my behalf, which contained my personal information:Full name, ID number and physical address requesting details of incoming/outgoing calls, SMSs and base station information which I was supposed to sign and certify and sent back.

What was strange is that in the document he referred to me as a male and the date for the requested call log was 5th April 2019 instead of the 10th of April 2019,which is a clear indication that he used the document before.I signed and send back the documents against legal advice because I just wanted to settle the matter.

On 21June 2019 I went to a Vodacom shop in the with the affidavit to question if insurance companies has an arrangement with Vodacom that allowed third parties to act on behalf of clients and if Vodacom are aware of the pre-written affidavit.

I was advised by the store manager that the Vodacom logo doesn't seem right and that the document contains personal information that Vodacom does not have. The matter was referred to the fraud department for investigation.The response I got was that I will get feedback in 7-14 days

It is now more than two months ...62 days excluding weekends to be exact. I keep hitting a brick wall. Vodacom keeps issuing me with reference numbers and promise to get back to me within 7-14 days but never honor the promise. And when I do ask for feedback I get no response.

At some stage I got a call from the Client liaison officer Mr Thato Makoti who conveniently didn't received the document in question I mailed him. And again…. Zero response.

According to Vodacom's privacy policy:
Use and analysis of your personal information to:
° Prevent and detect fraud or other crimes.
°Protect the interests of our customers,including any information which may identify you as an individual.
I think that the only interest here are that of Vodacom and not of the Client.

So how about this I look forward to not hearing from you, or anyone else from Vodacom for that matter, because you are very good at not following up with your clients

Kind regards
Megan

I had a tenant in my premises with a Vodacom contract through Vumatel. She requested a relocation at the end of December 2018. Her line at her new address was activated 3 months later! However, the line at my premises (her old rental address) was never released. I was lead to believe that if I pay R431.25 the line would be released which I paid on 22 August 2019 out of pure desperation after endless phone calls, emails and threats to Vodacom and getting nowhere. Somehow it was eventually released towards the end of August 2019. However, during one of my conversations with a call centre agent I was advised that the amount I paid had nothing to do with the Vumatel line, but was in fact an arrear amount on my tenant's cellphone account. I want a refund of this amount and I am not getting any joy from Vodacom in this regard. Last call received from Vodacom on 10 September at about 12:05 from a Virqulene requesting my previous tenant's contact number, which I could not furnish at the time as my boss was standing next to me waiting for assistance and she never phoned me back as promised. I am still in the dark about the refund of MY money ...

I cancelled a order within 7 days as they incorrectly debitted my account.this happend in June 2019 have phoned in reguraly(weekly)and now phoned in daily as they do not pick up the parcel just to find out that the consultant are lying when they tell me that they organised the pick up. The consultants has also put the phoned down when complaining about their poor service. Can someone please help as this is not fair.

Got an data offer from vodacom 19th may, after confirming 3 times with the consultant before accepting offer that i can transfer the data once received, she said yes. Money was debited from my account for something. Got the package and after activation, tried transferring the data to my main nr. With no luck, phoned vodacom just to find out that i can only transfer data 3 days before it expires. I then phoned to cancel deal as the consultant lied to me. Been told to phone another division. Finally got someone, canceled the deal and said money debited will be refunded after collecting the package. A week went by with no collection, i phoned again and nothing was done in regards to the cancelation and they will escalate the issue. A week later i was phoned by the courier cause the driver is lost in Pretoria i must please give directions. I told them that I don't stay in Pretoria, and they have to collect where it was delivered and instructed to vodacom. I was told to phone vodacom myself. I phoned again and yet again was told they will have to re do everything but the courier will phone me. So after a month the parcel was collected. Now with payment day being yesterday, my account was debited again for the deal that was canceled. I phoned vodacom today, and was given another number to phone to sort out the issue. So yet again after having phoned vodacom 5 times during the course of a month, i still have the issue, but they are quick to false advertise and sell incorrect information to me. Someone needs to assist.

I did an online upgrade for 2 devices on Friday 7 July.Only received notification today Wednesday 10 July that order has been processed.Vodacom has been sending notifications to confirm orders to my juvenile son’s number and not the account holder.It is very irresponsible of them,yet when we call in they claim they can only transact with account holder.Really Vodacom I needed my 15 year old son to confirm my order.Shocking shocking.Not you mention you promise a 24-48hrs delivery

Good day

See my concern below, since I have sent the complaint through this morning, now i'm getting sms' to advise the tickets I have logged are being resolved, even though I requested a manager to call me, they are still closing the calls.



I have contacted Vodacom to downgrade my package as I have NOT been using my minutes, Data and sms', I have had a work phone for the last year now and needed to downgrade as I was NOT using the Vodacom contract and was losing money. I was downgraded with the assistance of the very nice lady, however I found out now, my original contract was due to be renewed end Dec 2019 now that the downgrade was done I have been pushed back 2 years again until upgrade time. Also I have noticed ALL my data, Minutes and sms' have fallen away due to the downgrade. I was NOT informed on the fact that my upgrade time was moving out 2 years and I was NOT informed of losing my Date, minutes and sms'. I have logged several calls with Vodacom and each time I get an sms to say the issue has been resolved without anyone speaking to me.. I even logged a ticket to advise I wanted a manager to call me as this is unacceptable and I requested the TICKET NOT be CLOSED, yet once again I received a message that the ticket was resolved. When I call 082 111 I don't get through tot he correct persons or the phone cuts out, this is UNACCPTABLE. I am about to take this further if Vodacom does not FIX this issue. this is POOR customer service!! If you are NOT able to get hold of me on my cell as I am in and out of meetings then please email me so that I can respond via email and please SEND ME A CONTACT NUMBER THAT WORKS.

i also received a message to say the loss of data, mins and sms' has been correct but its NOT been

See my reference numbers:
1-34240738506773
1-34240738506773
1-34281546966516
1-34281546966516
1-34371755437810
1-34371368287423

Karen
082 449 7240

Contract ended May 2018, received a call from a call center agent about a subscription :airtime and data, after specifically clarifying that I do not want an upgrade I was told I can cancel anytime. When I try to cancel I'm told that I cannot cancel a contract. I haven't been assisted since last year August

I have been a Vodacom customer for more than 18 years and have always paid my contract on time. The last few months I have been struggling income wise. My phone contract is for business and personal use. Vodacom just went ahead and cut my services without notifying me. I paid R500 on 10/06/2019 and was told my services will be activated within 4 hours. 4 hours came and went and nothing happened. I can't call to find out what is going on as my services are still deactivated. A third party , my wife, had to phone and follow up. It was said that they can not activate the service as there was still an amount outstanding. On 15/06/2019 I paid the balance of R3845.00. I was told that I would be back on line within 2 to 4 hours. 2 to 4 hours turned into 3 days. Nobody can tell me what is going on. The Client Service Centre phones ring for 8 min without anybody answering the calls. My wife spoke to the call centre on Tuesday morning and was advised that sorry but I will be on line in 2 hours. (Same BULL SHIT story as before). On Tuesday afternoon she had to escalate the matter again as I was still inactive. I was eventually activated late Tuesday afternoon after sever escalations. I have been unable to do any business transactions for almost 2 weeks due to the poor/bad/disgusting services from Vodacom. To top it all off my data just disappears. Night time data which I have not used GONE!, Night time air time GONE! Vodacom has become the worst service provider I have ever dealt with. I think it is time to move services providers judging by all the complaints logged by other customers

The number 0649025353 has been cancelled... Why am I in arrears plus it was cancelled before the 10th May not my doing I gave a full month's notice, I did not even use my full airtime that was allocated to me for the month of May as the number and the airtime was taken way before

I have subscribed to 20Mbps uncapped service which is such a nightmare. I having a disruption since 7 days ago and I have been struggling to get them to resolve my issue. The support team are kind but clueless(or liars) while the managers (Named: Brinton*)is completely arrogant and have no clue of treating customers. I am still desperate to have is resolved and very frustrated as I use internet for study, Netflix and work at home over weekends. I now spending money recharging data which is expensive considering that I pay monthly contract for Vodacom Fibre. Its hard to recommend it as it anyone and regret doing so to few colleaques. Can someone at Vodacom Fibre assist me please!!!

I went into Vodacom repairs to try and get assistance as my daughters Huawei mobile no longer had google and access to play store etc and we were unable to get it reloaded. On arrival the technical team advised that they could not assist us as the screen was cracked which was a shock to me as in the right hand corner of the phone it appeared to have a scratch. At this stage they were still not interested in the initial issue but continued to aggravate the situation about a cracked screen. I requested to speak to a Manager who brought out the technical guy who spoke to us as if we were dumber than dumb and he advised that if he was to assist without first fixing the screen I will have to provide an indemnity that I accept full responsibility and waive any warranty for repairs. He proceeded to say that he can guarantee that it was the motherboard and ac’s That was Damaged, this without even doing and assessment. I asked for a quote to replace the motherboard and to my shock this quote would cost me R57.50??? Anyway I had to agree to indemnify them and pay the quote.... well the cost to my further shock was for R5961.39????? This excluded the screen replacement cost... OH MY WORD.... I just left the store in utter disgust and disappointment.

I went to the Huawei store and advised the assistant, Chris of the very same issue we were having with the device as we did with Vodacom, he listened, asked a few questions and my word he was able to wipe the phone and google and all apps are now working. How incredible it was to have someone like Chris who was just willing to listen and not be condescending toward us and he did not even need technical support to fix the device. This was also a free service it cost me ZERO,

So the long and short is that I am completely disgusted at the very poor service not to mention the financial cost if I agreed to it for a service Chris at the Huawei store sorted out in 10 minutes for free.

I currently have 5 contracts with Vodacom and I can most certainly assure you that I will DEFINITELY NOT be renewing these as I will cancel as they become due. VODACOM has lost a loyal client of 15 years. Shame on you Vodacom Canal Walk.

In December last year I canceled one of 5 my contracts but Vodacom canceled my daughter's contract also which was not sappose to canceled and I spent the whole January phoning them to try and her phone back on contract they eventually get it back on in the end of January and I asked them if they put the insurance back also they said yes. To my surprise two weeks back my daughter's phone was stolen and when I try to claim I was told the phone was off the insurance since January Vodacom canceled this contract by mistake and I'm the one paying for their stupid mistake I've already paid more than R8000 for their mistake. I want Vodacom to own up to their mistake the put me in this mess they must fixed it

Two accounts on one ID.
5301295108085
So far, even at a vodashop and numerous phone calls nobody could help.
Can not enter detail on my numbers but are paying all the accounts.

Vodacom is robbing a person. 2 yaers ago i upgraded to a contract and i was double billed. And they informed me it was a mistake and they will deduct it in 2yrs when i upgrade again. Last week i upgraded to a phone that was advertised for R380 and the lady helping me at vodacom somerset mall store told me if i stay on my same contract option my payment will me R380. Starting june because this month is my last month on the old contract. Got on my vodacon app today and saw my bill is R490. ***?? Phoned vodacom they held me online for 30minutes giving me excuses like may month u pay in june. Then i should be paying in june 320 and nt 490 but still cannot explain to me where the extra 110 is co.ing from?? Very bad for being a thief vodacom. I will be cancelling my contracts with yous and will be contacting my lawer. Because i have all the proof.

I upgraded to a Huawei P30 lite recently and only received the device 17/05/2019 and then I read about the ban that has been placed on Huawei and I want to return the phone ( I have not used or transferred anything over to this device not even inserted my sim card as yet), I phoned the call centre and upgrade department and was told I can return the phone, but the store is refusing.

A few weeks ago I updated my cell. I received a once off 10 GB data. On my Vodacom App it appeared with the date 24/6/2019 underneath it. On 30 April I had 5GB and on the 1 May I had only 500MB. What happened to all my data? The same happened to my 700 minutes while the lad at the shop told me I can still use it for the next 2 months. Vodacom gave me then a sorry payback of 400 minutes. I want my data back!
HH Schreuder
0824475056

My phone has been in for repair since 13th March. I tried to complain to head office/repairs call desk and the girl on the desk would not give me a satisfactory reply and refused, point blank, to connect me to a supervisor. I have been without this phone for over a month. It is the second time that it has been in for the same fault and is obviously not fit for purpose. I am paying for a phone that I cannot use and would like a replacement phone of equivalent aspects as the Nokia is not up to spec. I am not wasting time phoning the call desk as they have the attitude that they are the "be all and end all" of the complaints department. I await your response to resolve my problem. A.E.Abery.

On the 12 February 2019 I call the upgrade department and chat with a gentlemen Mr Kashrut, where I explained to him that we have
A serious problem with the Vodacom network in Nigel, and that I want to cancelled my data contract and go over to Telkom, because Telkom have
A special on for 20 GB of data day time, and 10 GB of data night time and a Huawei router per month for R 199.00, I explained briefly about the problem and bad coverage in our area, where he convinced me to stay with Vodacom and help me with the same package and a Huawei router, but the data will be 20 GB day time and 20 GB night time, where he log a request to the back office to get information from the network
department that there is a problem in our area, to migrate my account, because I still have 5 months left to upgrade my contract.

On the 20 Feb 2019 I called in again where I received this ref number 1-3429205118440, and the call center say they still busy with the process.
On the 11 March 2019, I called again because it was already over the cut-off time so solve the problem, and speak to the network department
Mr Judo where he admitted that there is a problem and that Vodacom is working on the coverage in our area in Nigel, where he wright a report and put it on the account so the solution expert can process the request, where I received this ref number 1-34302365313981.

On the 13 March 2019 I call the customer center, and insist to speak to a team leader, where I talk to Mr Khia and he explained to me that he will look in on the request, and waiting on the recording to listen what was processes to me, where I received this ref number 1-34303342754301.

And up to now I still waiting on any feedback at all, i would love to stay at Vodacom, as per verbal promises, I still waiting, and nothing is happened.

I have been a loyal customer of vodacom for the past 15 years however my recent experience over the past year with the fibre department at vodacom has really been exceptionally disappointing. When signing 2 new fibre contracts with them, the efficiency was superb however the service delivery thereafter has been appauling. I waited for over 2 months to get fibre installed and activated at my home and over 2 months to get activated at my business.
I relocated my business where i run a psychology practice and suicide line for patients all using VOIP which meant fibre was urgenly needed. I urgently requested this on 12th of February and was assured the matter would be escalated and they would attempt to install and have my fibre up and running by 12 March latest. It is now the 2nd of April, after numerous calls, emails and conversations nothing has been done. I was told i still need continue with my 24 month contract despite not having any fibre and paying for a service that is not being rendered. Everyday i call and am told that the matter has been escalated. IN the mean time i have had to not only pay vodacom for a service i am not receiving but had to pay another provider to ensure we have VOIP for patients.


Yumna Zubi

Clinical Psychologist

011 234 0741 / 071 682 7107

www.thepsychologycouch.com

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Good day it's almost a year now my details were dragged into fraudulent by some unknown idiot, I raised the issue to vodacom shop westgate mall where it escaleted to fraud department, of which I wrote an affidavit accompanied by a certified copy with 3signatures, coming to my suprise vodacom still appears on my credit profile& that ruin my credit reputation, I mean it's almost a year now I am aware it was going to take months to be cleared @credit beaureux but not the whole year. Suprisingly I even get calls from your call center agents, someond is not doing his/her job properly. I'm only having a contract with MTN.