Vodacom Customer Service Issues

I received a call from Charlene on [redacted] in [redacted], and she helped me sign up for a mobile package on [redacted] for J D Baillie, which I paid for. The reference number is [redacted]8, serving as proof of payment. The package included airtime and a funeral plan at R135.00 per month, paid via debit order. After J D Baillie passed away in Dec [redacted], I submitted a claim for the funeral plan payout, but it wasn't processed. I then took over the phone and Vodacom package under [redacted], which is now my number. I've tried to resolve the claim issue through emails, but it remains unresolved. The company claims I took the plan for myself, not for J D Baillie. Please contact me at [redacted] to address this issue. Thank you, M A Baillie.

I am experiencing ongoing issues with my Vodacom cell contract, number [redacted]. On December 27, [redacted], my payment was not allocated correctly. Despite my efforts to provide proof of payment through phone calls and emails every two weeks, my account continues to be suspended intermittently due to payment discrepancies. My attempts to communicate with the customer service team have been frustrating as they frequently disconnect the calls. This situation is not only affecting my ITC payment history but also causing unnecessary stress. It seems like there is a recurring cycle of receiving up-to-date invoices only to be informed later that payments are missing, starting the process from scratch. I make payments exceeding my invoice amount, so my account should actually be in credit.

I recently upgraded my contract on 11-04-18 and got my new phone on 13-04-18, but it didn't come with a sim card. Trying to use my old sim in the new phone, it got stuck and couldn't be removed. Vodacom's local branch asked for R [redacted] to remove it, which I found unreasonable. After being promised a replacement phone and sim, it took them 2 weeks to collect my phone amidst many follow-up calls. In the meantime, I had to rent a phone. While I received the new sim quickly, the phone never arrived. Despite making 13 calls to inquire, there were just promises with no action. My contract representative, Ashley, did not return any of my calls. Today (10-05), I finally received the phone back with the sim still stuck inside, delivered to the wrong address. After calling Vodacom again, it was just more promises. This ongoing issue is not new; I had a fraudulent contract issue back in December [redacted] that took 6 months to resolve. It's frustrating to still pay for a service that's not being delivered. This level of service is unacceptable, and I'm considering starting a movement called “Vodacom Must Fall.”

I applied for a month-to-month fiber service from Vodacom yesterday. The process should have been simple but turned into a nightmare for me. Firstly, I tried to order online but was mistakenly listed as a company in the database. Then, I called Mimi to place the order over the phone. However, after receiving pre-approval documents, I realized I had been signed up for a 24-month contract instead of the month-to-month one I wanted. Additionally, my correct address was not registered, causing installation issues. I am unhappy with the contracts and want to cancel the 24-month contract, activate the month-to-month one, and receive an apology. I hope this can be resolved promptly without further inconvenience. Thank you. Sincerely, Martin

I am seeking assistance with my email issue. My Outlook Express sends emails without any problems, but I am unable to receive any. When my friends try to send me emails, they receive error codes. For instance, there is a message they get that says, "[redacted] 5.1.1 <[redacted]>: Recipient address rejected: User unknown in local recipient table." I am eager to resolve this. If possible, please reach out to me via SMS on my Vodacom number or respond via email. Kindly let me know the outcome when attempting to send me an email. Thank you.

Good day, I reported the lack of signal reception from Vodacom in our area back in December [redacted]. It has been 6 months, and I have yet to receive any solution or contact from them. Despite numerous calls for help, promises of assistance have not been fulfilled, causing frustration due to missed calls and the inability to make calls or complete banking transactions that require SMS confirmations. As loyal Vodacom customers of 20 years, we expect prompt resolution of this signal issue, possibly through a signal booster antenna. Please address this matter urgently. If not resolved, I will escalate this complaint to platforms like Hellopeter. My Vodacom number is [redacted]. The GPS coordinates of the affected area are -25.[redacted], 27.[redacted]. I appreciate your swift assistance in resolving this ongoing problem. Thank you and best regards, Lize

I recently upgraded my phone at the Vodashop in Tyger Valley after being convinced by a sales representative to switch to an LG Q6 for its reliability and larger screen. However, upon returning home, I faced issues with my old phone being locked out by Vodafone protect and my new LG losing signal, displaying "Emergency Calls only". Despite following the advice to remove and reinsert the sim card, the problem persisted and I eventually had to pay for a sim swap. After experiencing ongoing network connectivity problems and having to pay to remove Vodacom's software from my old phone, I decided to return the LG Q6 within 7 days due to its frequent signal loss issues. The Vodashop sent the phone for assessment but after waiting beyond the promised timeline, I discovered that they found no fault with the device. Disappointed with the service and unresolved problems, I am considering taking further action and caution others against upgrading with Vodacom to avoid similar experiences.

I have several questions for Vodacom that I hope can be addressed: 1) Why does my wi-fi data usage surpass my broadband modem data usage? Please refrain from attributing this to the 4g difference as the issue predates the 4g technology. 2) Despite strong data signals on my phone and broadband modem, why does my wi-fi signal fluctuate and even disappear intermittently? 3) Considering the above issues, why is Vodacom discontinuing the broadband modem? 4) Dealing with problems on my current broadband modem, I was advised to opt for a new contract due to the discontinuation of the broadband service. Will this result in increased costs for my business? How can the signal fluctuations and productivity loss be addressed without the option of a new broadband modem? 5) In locations like SARS where the Wi-Fi signal is weak and the battery drains quickly, causing productivity loss, how can this be improved? 6) Attempting to use my broadband sim in my Wi-Fi device, I found it does not fit. Will a sim swap resolve this issue, and will the sim still be functional when the broadband issue is resolved? I seek honest answers and practical solutions to these challenges without escalating my expenses.

Hello, For almost a year, we have been dealing with terrible connectivity issues in our town Piet Retief. There are problems such as dropped calls, phones not registering on the network, calls going to voicemail, delays in making calls, and no connection for extended periods, especially near the PNP on the N2. These issues affect my Xiami, Samsung Galaxy 8, and Sony Xperia devices, as well as remote machinery and tracking devices. I switched from MTN and now regret it. Many people are facing similar problems, and despite hearing about a new tower installation to improve the situation, the issues have only gotten worse. Using mobile phones in major cities is much easier than in our town.

For nearly a year, we have been facing severe connectivity issues in Piet Retief, especially near the PNP on the N2. Problems include dropped calls, phones not registering on the network, calls diverting to voicemail, significant delays in making calls, and extended period without connection. These issues affect my Xiami, Samsung Galaxy 8, and Sony Xperia devices, as well as data connectivity on remote machinery and tracking devices. Despite switching from MTN, the problems persist. Many individuals have reported similar frustrations without any resolution. Although a new tower was mentioned to alleviate the situation, it seems to have exacerbated the problem. While urban areas present no network difficulties, the situation remains dire in our town. I am a prepaid user and hope Vodacom will address and resolve these issues promptly.

I was given incorrect information by a sales consultant and persuaded to purchase a 10GIG data contract. After contacting the call center, a woman acknowledged the error, refunded me for the next payment, and canceled my contract. Despite this, I have been charged for the same contract, and a cancellation consultant was impolite and interruptive. As a long-time customer, I am disappointed with Vodacom. I was assured the contract was terminated in March due to the initial misinformation, but payments are still being deducted. I was informed it will now be canceled on May 11th, contradicting previous assurances. I am greatly frustrated and considering terminating all my services with Vodacom due to these ongoing issues.

Subject: Complaint Regarding Service Experience with Vodacom Good day, I am writing to express my dissatisfaction with the service I have received from Vodacom since Thu, May 24, [redacted]. I have attached my latest statement showing a balance of R27642.78, with a payment of R18325 made at the Benoni branch on the same day. Despite assurances from various consultants, including Leslie-Anne Bouwers, Patricia, Solly, and Mampule, my lines have not been reconnected as promised. I made additional payments and still faced issues with my account. I encountered unprofessional behavior from a sales consultant and experienced delays in reconnection. I demand a formal apology for the service I have received. Despite numerous promises, my lines have still not been fully reinstated a week later. I need urgent assistance as my business line, [redacted], is crucial. Kindly provide a prompt resolution to this matter. Thank you.

My husband requested an upgrade for our data plan ([redacted]). We visited Vodacom in Plettenberg Bay, where I selected a new plan and completed the paperwork. Later, my husband changed his mind, so I returned to Vodacom. They were aware of my intention to cancel, as I had called beforehand. They assured me the cancellation would be processed. However, this morning, my husband received an unexpected SMS congratulating him on the new contract and offering a free Top Dog voucher. Despite assurances, the contract was not canceled. I'm puzzled as to why they confirmed the cancellation but didn't follow through. Thank you. Barbara F. on behalf of James F. - [redacted]. He does not want the contract.

Hello, I am seeking assistance to cancel a contract that commenced on June 4, [redacted]. My attempt to cancel by calling [redacted] [redacted] was unsuccessful, as the consultant mentioned they could only handle upgrades, not new contract cancellations. They directed me to the Vodacom 4U store in Makhado at Shop 37, Makhado Crossing. However, when I contacted the store, I was informed that cancelling the contract there wasn't possible. I am aware of my right to cancel within 7 days of signing the contract. Could you provide guidance on the correct procedure to ensure a smooth cancellation process with no misunderstandings?

Subject: Complaint Against Vodacom Regarding Payment Issue Dear Sir/Madam, On the 7th of June [redacted], I am writing to express my extreme disappointment and frustration with Vodacom's handling of my account. I had made arrangements to settle my high April bill in two payments timely deposited on the 30th of April and the 15th of May. To my surprise, on the same day of the second payment, Vodacom debited my account for the same outstanding amount, causing me inconvenience. Despite reaching out to customer service, I faced unhelpful responses and delays in resolving the issue. An additional payment of R2000 which should have been refunded within 12 working days still has not been returned to me. My recent visit to the Gateway Vodacom Walk-in Centre only offered temporary solutions and further delays in refunding the excess payment. I urge Vodacom to investigate and promptly resolve this matter as the delay in returning my money is unacceptable. If this matter is not resolved satisfactorily, I will have no choice but to escalate my concerns to Consumer Watch and share my experience on social media. Your prompt attention to this issue is appreciated. Kind Regards, R. G.

Dear Sirs, I am writing to express my dissatisfaction with the unauthorized advertising being added to my private pay-as-you-go number ([redacted]). This is the second time this has occurred without my consent. I have neither authorized nor signed anything allowing you to do this, making it completely illegal and abusive. I demand to be compensated for the use of my number to promote other companies. I previously addressed this issue at Sandton Mall after being alerted by a colleague. I was assured it was resolved, only to discover that the abusive advertising persisted on my private phone. I insist this matter be resolved today and request a written response to this complaint via my private email at [redacted] Failure to rectify this situation promptly will result in legal action against Vodacom. I will also terminate all relations with Vodacom and share my experience on social media. It is appalling that a reputable brand like Vodacom engages in such deceitful practices, damaging its image. This behavior is not only disgusting and illegal but also demands immediate resolution. Regards, Sandra Gaspar Sandton, June 8, [redacted]

Dear Vodacom, I am extremely disappointed in the level of service I have received from you. I have been a customer for over 20 years and have always been satisfied with the assistance provided whenever I faced any issues. In August, I chose not to upgrade my phone since it was in good condition, opting for your Red Advance package instead. Your shop assistant assured me my monthly bill would be R899, and I could purchase additional data as needed, providing me with control over my bill. However, recently my bill unexpectedly increased after I upgraded my phone, causing me distress. Despite seeking help multiple times and being promised assistance, I have not received a satisfactory resolution. I suspect there may be an issue with my phone's data billing, especially after being told I had a virus on my device. I upgraded to a larger package for my needs, only to be disconnected days before the month ended. This experience has been stressful and frustrating, with minimal support from your team. If this matter is not resolved promptly, I may have to consider canceling my contract. I hope we can find a solution soon. Sincerely, Brenda D.

Hi there, I recently received my online upgrade (for number [redacted]) delivered by Ram Couriers. Everything seemed fine, except for the incorrect amount on the invoice that came with my upgraded package. I opted for the Samsung A8 + Samsung Galaxy Grand Prime combo online deal, priced at R399 per month for 24 months. However, the invoice is charging me R1006.35 ex VAT for the Samsung A8, which is a mistake. This erroneous charge has been added to my account scheduled for debit on June 27, [redacted]. I urgently need this error corrected as I cannot afford Vodacom's overcharge of R1006.35, and I cannot have this additional amount debited from my bank account above my usual monthly bill. I have tried reaching out to Vodacom via phone calls and emails to customer care and [redacted] without success. I would appreciate prompt assistance with this matter. Thank you in advance. Best regards, Mandy B. Primary Contract Number: [redacted]

One of your consultants altered my contract without consent. Since April, I have been trying to resolve an issue with receiving the incorrect device, which was collected with the promise of being replaced by the agreed-upon model. However, I recently discovered that my contract was changed without my knowledge. Despite this, I have yet to receive the correct device or any communication from your consultant. I no longer wish to hear empty promises, kindly cancel my current contract and ensure that no future contracts are renewed. I am frustrated with Vodacom's poor service and apparent disinterest in addressing customer concerns.

Today was my scheduled upgrade day so I contacted a consultant over the phone. They offered me a package that I was happy with. However, the SMS confirmation I received showed a different amount than what was agreed upon. When I called customer care for help, I was treated poorly due to system issues preventing the consultant from assisting me. A team leader explained that I would have to pay for both my current and new handset due to my contract not yet expiring. This was frustrating as I've never had to pay for two handsets during an upgrade before. Despite being a loyal customer, Vodacom did not make any effort to resolve the issue or apologize, leading me to consider canceling my contract when it expires and switching to a different provider.