Vodacom Customer Service Issues

Dear Vodacom, I am writing to inform you of a false debit order of R151.08 deducted from my Capitec account. Please see the attached screenshot for reference. Here is the debit information: Debit reference: [redacted]i[redacted] I contacted your accounts department and they instructed me to obtain an affidavit stating that the transaction is not mine, along with the debit reference. However, I find it inconvenient and costly to have to go through this process, especially since I did not authorize this debit order. I urge you to review your validation process, as I never signed or approved any transactions with Vodacom. I request that you promptly reverse the debit order, refund the full amount, cease any future debits from my account, and remove my details from your system. If an affidavit is necessary, I expect reimbursement for my time and expenses. It is concerning how easily contracts can be processed without proper validation procedures in place. I anticipate your swift response and resolution to this matter. Sincerely, Athish Algoo

Good day, I have attached the affidavit and a copy of my I.D. as requested by your customer care agent. I visited your N1 City branch seeking an upgrade on my contract, and I was assured by agent Gershwin that I would only need to pay R279 for the upgrade. However, on March 28th, R458.01 was deducted from my account, followed by R482.00 in the subsequent months, which I cannot afford. I asked Gershwin about this, and he mentioned an additional R105 to keep the existing contract line open, which I paid. Upon selling the phone received with the upgrade, I discovered deductions were still being made. I believe I am being charged for both the upgrade and the original contract phone, which I did not agree to. I request a refund and cancellation of the plan. I hope this matter can be resolved promptly. Best regards, M.T.

My fiber was installed over a week ago, and everything is fine, except I am having trouble getting my landline ported from Telkom. I have contacted the customer care department twice via phone and email, but I keep getting the run-around. They claim it's been escalated, yet no one sends me the necessary forms to fill in. Now, I am told to contact the mobile porting department, which is making this process unnecessarily complicated. Dealing with this level of incompetence and indifference is frustrating, especially as I make an effort to provide excellent customer service in my own job. The lack of support post-installation is disappointing. If there is any way to assist me with this issue, I would appreciate it. The difficulty in completing such a simple task is truly exasperating.

Hello, I previously had the uflexi 55 plan which expired in August around the 16th. I noticed that I was continuing to buy data and airtime at the same rates and had been considering other prepaid plan options. Today, I received an SMS informing me that I had been migrated back to the On-biller uChoose Flexi 55 package without my consent. I am not happy with this as I was not contacted regarding this change nor did I have the opportunity to choose my billing plan. I would like to request the immediate removal of this plan as I prefer the benefits of being a powere bonus member and utilizing my talking points for data. It is important to me to have control over my billing options and not have changes imposed without my consent. Thank you.

I was on the On-biller uChoose Flexi 49 package, which expired around August 31, [redacted]. I continued buying data and airtime after it expired, at my regular rates. On the mentioned date, I received a notification that I had been migrated to the On-biller uChoose Flexi 55 package without my consent. I am unhappy with this change as I did not agree to it, and I prefer the benefits of being a Power Bonus member. Please remove the current billing plan immediately, as I want to redeem my talking points for data. It's frustrating that I cannot choose my plan even though my contract period is over. I have not authorized this change, and I want to have control over my billing. Kindly assist in reverting my cell number, as I am missing important calls due to this issue.

Hello, I obtained a Vodacom contract in December [redacted] at the GAME Store in Pavilion for a Samsung J2 with a 2-in-1 deal. The contract is set to expire in December [redacted]. Currently, I pay R240.00 for both phones, which includes R100.00 airtime. I am interested in renewing my contract but would like to stick to a similar plan due to budget limitations. Although I have received calls from other providers, I am satisfied with Vodacom and wish to continue with them. Could an agent contact me at [redacted] or email me with similar offers, or do I need to visit a Vodacom store to explore comparable deals within my budget? Additionally, I would like guidance on how to inform Vodacom of my decision to terminate the contract in December [redacted] if I choose another provider or switch to pre-paid. Thank you for your assistance and understanding.

Good evening, I am writing from Australia, where I have been dealing with the frustration of Vodacom continuing to deduct money from my South African bank account for a cellphone contract that has already expired. The phone number in question is [redacted]. Despite requesting a cancellation quote for cellphone number [redacted] and being assured of a response from Vodacom's cancellations department, I have yet to receive any feedback, and payments are still being deducted. The amount taken was R1,[redacted].17 on 29/9/18 from account I[redacted]-6. I have been in communication with Nosipho Masiko and Muneeb Kolia via email since 1 Sept [redacted], with no resolution in sight. I urgently request your attention to this matter. Regards, Dawn

Dear Sir/Madam, I used to have a cell phone number, [redacted], that was initially on contract but later converted to prepaid. Unfortunately, the number was deleted due to inactivity. After reaching out to Vodacom customer care, I was informed via text message that the number cannot be reactivated, prompting me to request a new SIM card. The challenge I am facing is that this number is linked to my bank accounts and used by my customers, causing inconvenience to switch to a new one. Moreover, I had a balance of over R [redacted] on the number before it was deleted. I humbly request Vodacom to reinstate this number for me as it is crucial for my business and personal transactions. Your assistance in recovering this number would be greatly appreciated. Thank you for your attention to this matter. Sincerely, P. Sharma.

Complaint regarding New Contract and Delivery Issue. I submitted an online application on Sunday, September 30, for a Samsung Galaxy S8 with a ported telephone number to be delivered to 33 Richefond Circle, Ridgeside, Umhlanga, with comprehensive insurance for R150. Although I confirmed details on Monday, the insurance did not go through as expected on Tuesday. After several back-and-forth communications, the device was dispatched to the incorrect address at [redacted] Boeren Street Vryheid on Thursday, which is far from my specified delivery address. Despite multiple assurances, the device has not arrived at my correct address yet. I expressed my dissatisfaction with both the online applications department and the courier service. Vodacom Online Applications informed me that there was a plan to dispatch the device on Monday, October 8, an unacceptable delay. The delays and miscommunications have frustrated me, and I urge prompt resolution and delivery to 33 Richefond Circle, Ridgeside, Umhlanga by the end of today, October 5, [redacted].

I purchased a new Kika 4 around 2 weeks ago. Despite not using it yet, I received a notification saying the storage was extremely low. I then bought a new memory card, but my phone was unable to access it. After visiting four different stores, I finally found one with a technician who managed to open the files after some struggle. Since then, I keep receiving messages that all my airtime has been used up, even though I haven't made a single call. Initially, I had R55.00 on the phone. These issues are beyond my ability to resolve on my own. I mainly use WiFi at home, as I have a landline and rarely use data. I'd appreciate any advice, as each visit to a technician incurs costs. I opted for a more affordable phone as I cannot afford a more expensive one, and I don't require any fancy features. Thank you, Cynthia.

I contacted Vodacom this morning regarding my daughter's cellphone contract. I was unhappy with the unhelpful solution provided. Despite getting 5GB of data monthly, my daughter often struggles to use it up. Surprisingly, she has already used up her data by the 18th of the month, even though she rarely uses her device. The customer service representative I spoke to on the 18th of October at 08:43 was quick to blame my daughter, but this issue has occurred before. Vodacom claimed to see nothing unusual, which is why we contacted them. My daughter promised to call back if this happens again, but I don't want a 5GB contract that needs constant top-ups. I am knowledgeable about background apps and turning off data, but this hasn't solved the problem. The number in question is [redacted]. Can you please provide assistance and advice?

Hello, my name is Ika and I am concerned about the service I receive from Vodacom. Every time I recharge, I encounter issues like not receiving my airtime, having a balance of 0.00, or not getting anything after attempting a recharge. My bank confirms the transaction, but I am left without anyone to assist me except automated machines at Vodacom. It is frustrating to be taken advantage of by a company like this. We need real agents to help us with our issues promptly, rather than relying solely on self-service options or machines.

I'm facing a significant issue with the poor reception, impacting various aspects of my life. Firstly, the security concern arises as the alarm system fails to notify the security unit properly due to bad reception, potentially jeopardizing my safety. Secondly, the internet speed is so sluggish that it hinders my work rather than assisting. Lastly, making and receiving calls is equally challenging, requiring me to move around the property to seek better reception, even going to extremes like being outside at night. The situation is frustrating and poses risks that need to be addressed promptly.

Dear Customer Service, I usually buy adhoc data bundles for one of my contracts online through the website or the Vodacom app on my phone. Today, I encountered issues where the site wouldn't allow me to purchase for the specific number, despite having done so on 19/10/[redacted]. The Vodacom app also did not provide the option to buy adhoc bundles. Upon contacting the helpline, I was informed that I last bought data in May, which I disputed providing the order confirmation from my purchase. The operator then mentioned a higher balance than the contract value, unable to explain the discrepancy, and mentioned referring the matter to the technical division. I insisted on immediate assistance rather than waiting for a technical resolution. The operator offered to load data at a higher price than the online rate, with insufficient explanation for the difference. I requested a Manager to address the pricing discrepancy and the recurring online service issues frustrating me as a customer. The number in question is [redacted]. Thank you, Emidio Silveiro

It has been over a week since VVM reported that the case (ref I [redacted]) was submitted, but I am unsure to whom. It seems like the second affidavit was not read by VVM or the recipients of the documents. I have been contacted repeatedly over the past three weeks, but after my communication on Thursday, September 20, there has been silence. The phone numbers provided are not working. If I do not receive a resolution letter for this case today, I will involve my attorney and the police. It appears that there are discrepancies in the messages received from Vodacom. I am not willing to pay for a situation that lacks clarity. All necessary documents were submitted two months ago, and the lack of acknowledgment from Vodacom is concerning. Reference number: EC-1KSL-2V8BVR for e-mail communication. Requests are to be addressed during office hours. Thank you, [redacted]

I contacted Vodacom's cancellation department on September 17th to cancel my contract under number [redacted]. The representative I spoke with assured me that I would not be billed from the end of September. When I called back in mid-October, I discovered my contract was still active. The agent acknowledged my initial cancellation request in September but noted it was not processed. He promised to rectify the situation by cancelling the contract and crediting my account for October. However, my bank account was still charged in late October, and the contract remains active. I am growing increasingly frustrated with this ordeal and would appreciate written confirmation of the cancellation. My attempts to resolve this over the phone have led to being placed on hold and transferred between departments without any resolution. Help!

Hello, I recently upgraded with Vodacom to the Galaxy Note and was promised free accessories like a wireless charger and selfie stick. However, when I tried to claim them after ordering over the phone, I was informed that the offer only applied to in-store customers. This was frustrating as I was not aware of the distinction. The lack of consistency between ordering methods was disappointing, especially considering the media promotion of the accessory pack. I've been a loyal customer for over a decade, but this experience has left me contemplating switching providers. I hope to receive a response regarding this matter for future reference. Thank you, Naazneen S. [redacted]

The service at your Port Alfred branch is unacceptable. There has been a recent change in staff, and the new employees seem untrained and uninformed. They struggled to track a repair I had submitted, insisting they could only provide an update when the phone physically returned to them. After researching online, I found a number to call and learned the repair status directly from the Vodacom system. Why couldn't the local store provide this information? Additionally, they provided me with incorrect advice, resulting in a contract that does not suit my needs, leaving me to continually purchase airtime halfway through the month. It appears the franchise owner is more focused on selling the shop than on customer care. This is giving Vodacom a poor reputation in Port Alfred.

I visited the iStore at The Glen today to get a new phone by taking out a 24-month contract with Vodacom. Despite having a gross salary of R53,[redacted] a month, they claimed I couldn't afford a R550 monthly contract. Feeling frustrated, I went to the Cell C branch, where they approved a R650 contract for me within 30 minutes. The staff at iStore tried to help, but Vodacom's Acquisition team insisted I couldn't afford the R550 contract. Even the lady at the Vodacom 4U branch at The Glen agreed. This experience has left me shocked. Despite being a Vodacom customer since [redacted], I am disappointed and won't be returning.

On the 5th and 7th of October, Vodacom Direct contacted me regarding my [redacted] data contract. I upgraded to a Huawei router and would like a copy of the written contract. During our conversation, the lady mentioned an upgrade for my [redacted] cell phone contract to a J4/J5 Prime when my current contract ends. While I received the Huawei router after about a two-week wait, there seems to be no progress with the new cell phone contract. I am unsure about the situation and suspect the lady was rushing the data contract upgrade. I am requesting a review of the recorded conversation with her for clarification. In the future, I prefer not to engage with Vodacom Direct for any business. I eagerly await your response.