Vodacom - Head Office Complaints

i have 3 data contracts which ended sometime ago. see attached invoice.
i again called on 03/02/2021 for the contracts to be cancelled because they ended and the monthly premiums increased drastically. the guy i spoke to convinced me to extend the contacts for a 5Gb plan @ R99.00. i said ok but i need more info. he said that hey would call me back,- did not happen.
on the 05/03/2021 i called again and told my story again and told them to cancel all the contracts because nobody called me back. the lady then said that she will arrange for a credit to the account and that the contract will be cancelled.
i then received a new bill stating that i am in arrears.
i again called on the 08/04/2021, told the whole story again and the lady said that she will get her supervisor to call me back and that the matter will be escalated. nothing happened again.
i called again today, 14/04/2021, told the story again, and the guy told me to hold on while he discusses the matter with his supervisor. i hold on for 30 minutes and the line went dead.
my request:
cancel all 3 the data contracts effective February and write back the subscriptions and fees.
the numbers are: 066 266 0632, 066 264 9175 & 071 607 6277. account number: I3997561-2.
your urgent feedback will be appreciated.
thanks,
you can contact me on 0824398971 or w.pri***@mweb.co.za

Took out a fibre contract in December with 3 months free promotion. Now I owe Vodacom for 3 months. Collection department calls 3 to 5 times a day but as soon as I mention query no one willing to help. They always say they will get back to me

My cellphone contract was suspended and we made arrangements to pay R715 for four months and they told me there wil be no invoice or billing and allocations until the full balance is paid.my first arrangements payment was on the 31 of March I paid R761 but on the 4 of April I found that they billed me again of which was not part of the arrangements and I have been calling but no respond and I’m thinking of recalling my money from my bank because you breach part of the agreement

My husband handed his phone in for screen repairs more than a week ago. We received no sms of the excess payment that is required before repairs can begin.I walked into Vodacom Middelburg Mall to ask where we need to do the payment so that the phone can be repaired. Somebody phoned us and said all info regarding payment is on the sms which we have not received yet. I asked who can help me and a lady pointed to another lady and said she is the technician I should speak to her. I walked up to Melo and she just ignored me. There was a man standing next to her and I asked if he is the technician. He said no and pointed a vinger to the lady right next to him. She still ignored me not looking up. I started to tap with my nails on her counter for about a minute and she still did not acknowledge that i was there. I then asked somebody else what i have to do to get this lady to acknowledge that I was there. I said she was very rude and it is poor customer service on which she jumped up yell that she did not see me and went into the back office. It was clearly a lie because a spoke to the guy next to her and tapped my nails to try and get her attention. Melo is her name. This is the 4th time we received bad service from VC. This is for my husband's phone.

I have 3 data contracts that I have been trying to cancel since 1/2/21. I have made numerous calls to Vodacom without success.

Could you please assist?

MM Kotzé
0823268556
mmko***@gmail.com

I purchased my Samsung s21 last month - A service consultant called Zaheer had done the sale to me, he told me that it comes with the airpods,charger,and tracking tags - I was happy with the phone and the items that come with it.

it was delivered 3 days later however I did not receive an adaptor only a charging cable, how was I suppose to charge my phone? NO AIRPOD AND TRACKING TAG RECEIVED .ONLY THE PHONE.

I called in again a number of times and spoke to many consultants advising them of this and they all said it will be escalated - then Zaheer had called me and said that he will go and listen to the call and get back to me this is now 2 weeks later no call. I called in requested that his manager Rakesh call me till date no call it has been a week and half.
I made over 15 calls to Vodacom cancellations department but still no resolution - your consultants are not the most friendly or will to assist to resolve your query .
I want all my calls listen to and then you can understand my frustration regarding this ongoing complaint.
I want my query resolved asap.

I do have a data contract with Vodacom nr 0662289707 and want to upgrade the contract to something better.
According to the upgrades department I am due for Upgrade 27662289707 on the 2021-03-6 but when I try to upgrade they told me I do not have the correct portfolio. Not the upgrades deprtment or customer care can tell me what that means or how to change my portfolio. They all tell me that they will call back tomorrow but tomorrow never comes.

Below the last of several mails received from customer care with no response since then.

custom***@vodacom.co.za
Mar 28, 2021, 2:04 PM
to me

Good day Piet

As discussed today on 081 365 8625, I advised that Upgrade Department is unable to Upgrade your account due to your current portfolio.

I have also forwarded an email to my team leader to send through to Upgrades Department for further assistance.

Regards,

Noluvuyo Mgwangqa

Customer Care

eService Team

I clayton mentoor id 6801265219084 wanted to cease my contract in dec 2020 after it came to an end. I was offered an afforale contract which includes 2 vouchers for each contract. Till to date nobody at vodacom can help me with my vouchers or tell me what materialized here. Im paying for a contract that was not honoured by vodacom. I phned vodacom for the last 4 months to date matter is un resolved. The matter was escalated to a manager and to date the manager never returned my call. I wish to cancel this contract as this contract become nul and void because it was not honoured by youeself. I will however take the matter further should my wish not be granted. Hope to hear from u soon

The municipality damaged my Vodacom fibre connection when they attended to a burst pipe. I reported it to Vodacom on 1 April and as at today 12 April the contact centre cannot tell me when it will be repaired. Ref no SR210401-410004

The municipality damaged my fibre link to my house when they attended to a water leak. I reported this on 1 April, followed up multiple times through the contact centre, but it still is not fixed. Ref no SR210401-410004

Ever since my fibre was connected, I had problems on and off. In Feb 2021 my fibre was off, totally. 2 weeks later someone, via telephone sorted it out. Around the 18 March 2021 fibre off again. Came back from 10 day break, still off. Called in on 06 April, reported and was given an SR number. No sms or email was send as confirmation. Everyday, since 06 April, I phoned everyday to get some response. But to no avail. At one call, I was asked to read the S/N number on back of router. The recipient confirmed that its not the same number that was on their system. How is that possible??? Anyway, still no response, up until today, 12 April. I eft my Vodacom account payments, am refusing to settle my outstanding amount as I'm paying for a service I'm not getting. If I pay my cellphone bill, they will still cut me off. How is it possible that such a large and pioneering company like Vodacom can give such terrible service.Been with "WHAT- A-CON" for 21 years.

I went to Vodacom shop today to upgrade my phone contract, I saw a promotion that they have in the shop then I opted for it and they only explain few things concerning the promotion as a result I signed the papers .

later when they had opened the products, I saw that this is not what I wanted and I wanted to change the deal but they refused saying I have signed and the product has been opened . now ill be sitting for 24 months for a product that I an not happy with .

In addition to that, the sales person and a manager they are talking different stories .
Please help

November 2020 I cancelled the device with the cell number 0609625284. Since then, I am MONTHLY billed with the amount of R171.00.
On 19 February 2021 I spoke to Phumeza at the Cancelation and Upgrade Departement.  Reference number 1-34829763353078. I requested again the cancelation of that cell number,  and also that I should be credited for the payment done since November.  Nothing happened.
On 11 March 2021 I spoke to Zelma at the Cancelation and Upgrade Departement . Ref nr 1-34935706707521. She also promised to cancell the device.  At laaste this time I received a SMS indicating that the contract will be cancelled by the end of March 2021. BUT I Again received a bill for R171 at the beginning of April.
I am so much despondent, unhappy and upset with the poor customer service o

I previously had a contract, which I cancelled DUE EXPERIENCING TO NUMEROUS ISSUES and then converted the number to pre-paid.

I used the number only to receive messages and then if I need to make calls.

On 8 January 2021, I checked my Airtime balance remaining on the number and there was an amount of R1250.24 left.

I have not used the number and when I tried to use it on 7 April 2021, I discovered that the number no LONGER EXIST.

When I queried this I was told that I the number has been DELETED due to me not using it for 3 months and therefor VODACOM HAS DELETED the number, but that a SMS was send, WHICH I NEVER RECEIVED. I then advised the caller that I have indicated that my NOTIFICATION SETTINGS ARE via CELLPHONE NUMBER AND EMAIL!!!! and that I have NOT RECEIVED a SMS OR EMAIL.

I then requested a FULL REFUND of MY money that was in my account and was TOLD that "Sorry, but you will not be refunded"

This is totally and utterly UNACCEPTABLE!!!!!!!!!!!!!!!!!!!!

That money BELONGS to me and I require a full refund with IMMEDIATE EFFECT.

I have installed Fibre for my business 2 months ago.
Since then I only have more issues than fun with my fibre.
The fibre is off most of the times and when I log a service request It takes 3-4 working days to get resolved. I am very dissapointed in Vodacom service. I have been dealing with Vodacom for many many years and I am not so impressed lately. When I phone for update on the request they keep telling me that they will phone me back. With no results at all. When I get a consultants name just to find out that there is no such person by that name in the department.
This is really pathetic. I am paying a lot of money for absolutely no service at all. I will not recommend Vodacom to anybody I know. Seriously considering moving to another service provider.
I am running a business from home and cannot work under these conditions with no fibre most of the time.
This week again the internet service is down on my side. Logged a request on 6/4/21 and up to date today 9/4/21 still not resolved. Everytime I phone they give me another version of a story. Then it's vodacom problem then vuma router problem. Please this is getting ridiculous now. Today it is day 4 without my business fibre.

Awaiting urgent feedback from management.

Elsabie Meyer
Dynamic Mesh Supplies (pty) Ltd

One of our contacts expired 15Oct 2020 already and ever since we are trying to cancel the monthly payment but still the money gets taken. We are suppose to get airtime for that money but that does not happen. We even went to a Vodacom shop but still nothing. We are now where we call them twice a day and still nothing gets cancelled
We don't know what to do anymore

Two weeks ago, I received a call saying I was due for an upgrade, I was told that I was going to be paying R250 for 100GB anytime data, but the consultant mislead and lied to me because I only got 6gigs of data this month and my bill says R484, I have made numerous calls to the call centre but I haven't had any joy whatsoever, this is actually fraud because it is not what was explained to me by the consultant and even worse I repeatedly asked are you sure about what you telling and she said yes but now I have a problem and I'm stuck without data and Vodacom does not seem to care at all

I have been without internet for 2weeks and no joy in dealing with your help desk. Vodacom stopped debuting my acc and decided to terminate my service as a resi was sent a bill of +R2000 and yet I have a month to month agreement and only 1 month was not paid. Nonetheless I paid the said amount in order to get service back because I need internet to work, yet it's been two weeks and am still getting the runaround from your help desk I've sent several emails to customer care which have not been responded to.

I need to know if you intend on reinstating my services also explain what is going on with my bill.

Otherwise am escalating this to the ombudsman and demanding a full refund for services not rendered

I have made every effort via the call centres to cancel a data contract that was up for renewal in January 2021.

I initiated this cancellation from my first call on 22 December 2020, followed by numerous more calls up until it was confirmed to be cancelled, but I found that even though I was told the contract was cancelled it was not.

I made many recordings with the call centres of Vodacom and Mondo that state my very clear wish to cancel this contract.

I have been very clear with all parties that I did not wish for this contract to continue in any form.

On a call on 29 December, 2020 the call centre agent assured me that this contract was cancelled and that I would receive confirmation within 24-48 hours, which I did not - I have a recording of this call.

On a call on 13 January 2020, another agent confirmed that this contract was not cancelled because they have not received back a package shipped to me, which I refused to receive since I made my wishes clear that I want this contract cancelled even before this package was shipped. I recorded this call.

My calls to the call centre have been terminated by agents several times without even attempting to resolve this issue. I have recordings of agents hanging up on me several times after waiting to speak to agents for 10-15 minutes at a time.

In a call to Mondo on 19 January 2021, it was confirmed that this contract was cancelled and that I had to contact Vodacom to confirm this. This call was recorded.

The Vodacom Agent at cancellations was extremely unhelpful and told me to go into a Vodacom store as she cannot help me and then cut off the call. This call was recorded.

I have recordings of all my calls with Vodacom and Mondo.

To date I spent hours on the phone on the following dates trying to cancel this contract:

22 December 2020
23 December 2020
29 December 2020
13 January 2021 numerous calls
19 January 2021 numerous calls

On each of these calls, I made it clear that I wanted this service terminated and not renewed.

On 19 January 2021, the social media service department confirmed that this contract was cancelled, which has now turned out to be untrue. Please see the transcript attached.

Since then, numerous charges have been deducted against my bank account against this contract.

The Vodacom social media service informed me that this contract is still active and will be until 2023 despite my every effort to cancel this.

I do not want this service, I have indicated this in many calls, correspondence and on the social media service page.

I don’t understand why Vodacom will not cancel this.

I was called by an agent on the 24th saying because im such a good client they will offer me cheaper contract 299 pm the call was recorded where i adked agent twice if my number will stay the same and it was confirned now they delivered a sim with a new tel nr i dont want this please arrange to come and colkect your sim card thanks