Vodacom Customer Service Issues

Hello, I have a month-to-month data contract with Vodacom under [redacted] and have been unexpectedly billed for another number, [redacted]. I raised this issue on January 11th with reference number SEITHATI and followed up by emailing [redacted] After some back and forth, I was informed on January 18th that the matter was escalated to the Sales Team. Subsequently, on January 19th, I received an email stating that a request was made to convert the unfamiliar number to prepaid. I did not initiate this request and am concerned about the outstanding invoices and payments made for this unknown number. I seek clarification on this matter. Thank you.

I have been attempting to cancel a data contract since December 17, [redacted]. After six phone calls and two emails, I have had no success. Despite declining an upgrade, I received an SMS on December 31 indicating I was upgraded without my permission. Reversals were promised but not actioned promptly. Finally, after visiting a store on January 14 and seeing evidence of the reversal, no confirmation via SMS or email was received. As of February 1, the charges are still being deducted. When I phoned on February 2, I was informed I must wait at least 30 days for the reversal to process before I can cancel the original contract. It is frustrating that getting an upgrade takes a few minutes, while cancelling seems to be an endless process. Despite requesting to speak with a supervisor on February 2, my call was mysteriously cut off after being put on hold. Frustrated at the lack of customer care and a resolution.

I'm currently facing significant connectivity issues with data in Pierre van Ryneveld Park on Richards Ave in Centurion. The data connection keeps going up and down intermittently, causing difficulties when trying to maintain continuous communication with essential services like banks and other businesses. This has been an ongoing problem for some time but has become increasingly unbearable recently. I would appreciate it if this issue could be addressed promptly to ensure a stable and reliable internet connection. Looking forward to your prompt assistance. Thank you. - Adam V.

Good morning, I kindly request assistance regarding my Vodacom Insurance. Despite attempting to contact them for two months, I have not been able to reach them and the Vodacom store in Bethlehem Dihlabeng Mall has also been unsuccessful in contacting them on my behalf. I am considering canceling my Accidental Insurance on my contract since my household insurance already covers my phone. Should I proceed with canceling the R49.45 debit order for this insurance? I have exhausted all options including the Tobi chat but have not seen any resolution. Your prompt assistance and advice on this matter would be greatly appreciated. Thank you, Yvette Allan

As a loyal Vodacom contract customer, I have encountered an issue with my new cellphone's sim card reader under the warranty. Despite taking it to the Vodacom Repair in Somerset West after advice from GB store, I have now been quoted R549.33 for repairs under job number [redacted]7. I am unable to reach anyone via phone and have received a confirmation message to approve the quote within two days. Seeking assistance in confirming the quote before proceeding with the repairs. Hazel B. at 1 Country Places, Gordons Bay.

On February 16, [redacted], at approximately 17:24, my daughter was robbed of her cellphone, ID, driver's license, bank card, and around R300 by two individuals carrying knives and a gun on her way home. I filed an affidavit with Vodacom as I had insurance with them. After the claim was approved, I was asked to pay an excess of R2935. When I went to pay, I was informed that they didn't have the phone in stock. Despite providing my details, visiting the store regularly, and my daughter urgently needing a phone for her online studies, I faced unhelpful service. Yesterday, on February 22, [redacted], when I went to the store, I was made to wait for a supervisor named Nirvana for about 45 minutes. When she finally spoke to me, she was rude, shouted at me, and lacked respect. This behavior was unacceptable, and she even called security on me. Another manager intervened and promised to follow up. I am still waiting for the approved Apple iPhone 13 in blue. My daughter's education is suffering due to the delay. The Vodacom store is located at The Workshop Durban, shop number 39, and the manager can be reached at [redacted]. The claimed phone is an Apple iPhone 13, blue in color, with the serial number [redacted][redacted].

Subject: Request for Handset Exchange To the Customer Care Team, I am Elizabeth C., ID No. [redacted][redacted], a loyal Vodacom contract customer. I upgraded my phone in August [redacted] based on advice from a Vodacom salesperson. Unfortunately, the Oppo handset I purchased has been nothing but trouble, with issues like network loss and lagging. Despite visiting the store multiple times for help, the responses have been unsatisfactory. My experience has left me using my old phone and feeling like I wasted my money on the Oppo device. I recently called for assistance as my network coverage disappeared, and I was advised to visit a store. I am hesitant due to past unaddressed concerns. I am only seeking a straightforward solution – an exchange for a Samsung device, as I have lost faith in Oppo. Thank you, Elizabeth C.

I am referring back to my letter dated February 23rd, where I requested an invoice for item VB/N41519 totaling R917.50. Since I have not received a response to my previous email, I am restating my request for the invoice. It seems there may have been confusion from the various phone calls I have had with your service department, as the item in question appears to be related to a fiber line, which I do not have. I actually have an LTE line with a speed of 10 Mbps, uncapped. I am seeking clarification on this matter and await your prompt reply via email. Please refrain from advising me to contact your service department directly, as my previous experiences with them have been unsatisfactory. I have contacted them five times to address issues with my account and the poor quality of my internet service. The service disruptions are ongoing, and I refuse to pay for a service that is not being delivered as agreed upon. I anticipate a written response from you to document our correspondence, especially in the event that legal action is necessary. I hope to receive a reply from a competent member of your team. Best regards, D.B.

Subject: Unhappy Customer Experience with Vodacom Hello, my name is Rashieda Cloete, and my contact number is [redacted]. I am reaching out to express my dissatisfaction with the service I received from Vodacom at Canal Walk. Upon losing my phone and attempting to file an insurance claim, I discovered that I had been given a used phone that had previously been repaired. Subsequently, my insurance was not renewed, leaving me unable to make a claim after losing my phone. I feel disregarded as a paying customer due to the poor service I experienced. This has greatly disappointed me, leading me to question how many other customers have faced similar situations. I no longer trust Vodacom and regret choosing them for their perceived reliability and trustworthiness. It is essential that Vodacom addresses the situation promptly, particularly with Morne at Canal Walk, who authorized giving me a refurbished phone without informing me. I refuse to accept blame for mistakes made knowingly by Vodacom staff, particularly given the differing reasons provided for the denial of my claim. Unless Vodacom rectifies this issue by allowing me to claim a replacement phone, I am considering terminating my contract. I cannot continue with a service provider that fails to prioritize customer satisfaction. Sincerely, Rashieda Cloete

Yesterday, I received a call from someone claiming to be from Vodacom. They mentioned another person requested a SIM swap using my number. The caller wanted to verify if the number belonged to me. They assured me they would protect my number, but today it's not working. This number has been in use for a long time. I am reaching out for assistance. My contact number is [redacted].

I am extremely frustrated. My visit to Vodacom Norwood Mall concerning my phone that stopped working was a total letdown. The salesperson advised me to buy a new phone due to a dead battery. When I expressed my budget concern, he assured me that by paying just an extra R30, I could get a new phone with a contract. Trusting him, I agreed. However, my bill received today totals R1536.97, a staggering R700 increase from my previous bill! This feels like a scam! To make matters worse, my old phone still works. I demand that my bill be corrected to its original amount. I am willing to return the new phone. This is a complete disregard for customer trust and satisfaction. - Myrle C.

I need help with an issue on my messaging app. When trying to send SMS messages to public competition numbers like RSG's "[redacted]", it fails. I can send and receive messages to regular cell phone numbers with or without Wi-Fi. Despite having enough airtime, I've been unsuccessful in sending an SMS to [redacted], a number that costs R1.50. Various settings adjustments did not solve the problem, and even the Vodacom shop in Langebaan couldn't assist me. I own a Samsung Galaxy A22 128mb purchased by my son in Germany. My number is [redacted]. Last year, I did three simswaps in a 2-week period due to activation issues when I used the sim card in an old Samsung J6 phone following a problem with my Blackview 80 Pro's sim slot. While in Germany, I transferred all data from my J6 to my Samsung Galaxy A22 but didn't receive SMS messages from Vodacom, forcing me to delay the process until I returned home to Langebaan. I've provided these details to help identify and resolve the messaging problem. Regards, Karin Liebenberg

Hello, my name is Mathambo Nkosi. I attempted a sim swap twice using my number [redacted]. When I contacted customer service, I was instructed to reach out to my airtime provider. Unfortunately, I do not have their contact information. I was assured that the company's details would be sent to me via SMS, but I have yet to receive it. My current contact number is [redacted]. Your prompt assistance in resolving this matter would be greatly appreciated.

Good morning, I am based in Eswatini and travelled to Nelspruit on 14 February [redacted]. Upon entering South Africa, I usually switch my Eswatini Swazimobile SIM card to my SA Vodacom SIM card as I have been doing this since the early days of mobile phones when our children attended boarding school in SA. I prefer not to use roaming due to the high costs as a pensioner. However, for the first time ever, my SA Vodacom SIM card did not work when I arrived in Nelspruit. Upon visiting the Vodacom store, I was informed that my SIM card and number were cancelled and reassigned to someone else, which was shocking to me. Considering the months of lockdown where we couldn't travel to SA, I find this cancelation of my old number, [redacted], unfair. My new number is [redacted]. I am unhappy with the new regulation requiring me to send an SMS to a South African number monthly to activate my SIM as it forces me to travel 55km to pick up a signal at the nearest location to SA, 110km roundtrip. This is especially disappointing as my old number, [redacted], had served me well for many years. I am dissatisfied with these new requirements and believe it is unreasonable to expect customers to comply with this. Regards, Louise Reilly

I purchased a phone on contract (S21 FE) in February with insurance, but it was stolen on March 12th. Despite multiple calls to Vodacom insurance, they claim my insurance is invalid. Following advice from a Vodacom consultant, I tested my SIM card in a different phone, as I was experiencing connectivity issues. Upon returning the SIM to the new phone, Vodacom says I shouldn't have followed their advice. They blame me for the SIM not registering on their system. I'm upset and frustrated by Vodacom's response, as I paid for insurance but they refuse to replace my stolen phone. I am considering involving the ombudsman as this treatment is unacceptable, and I believe it borders on fraud.

Good Day, I am still waiting for Vodacom to send the person appointed to my premises at 9:00 am today to fix my fibre line. It is now 12:55, and no one from Vodacom or Nokia has arrived on site. According to Dean, the manager, there should be someone on site. I waited until 11:00 am for them to come, but no one showed up, so I had to go back to work. Dean called later and mentioned someone was at my premises, so I rushed home, yet no one was on site as verified by my cameras. I'm frustrated that Vodacom seems reluctant to cancel my contract so I can switch to another company. I have been without fiber for over 2 weeks, and Vodacom has not compensated me for the loss of service. I have been calling Vodacom seven times a day for updates, yet no one can provide me with any answers after more than 2 weeks. CANCEL MY CONTRACT SO I CAN SWITCH TO ANOTHER PROVIDER. David Basson

Account Number: B[redacted]-5, Account Name: Andrew Arthur Coenraad Fraser Address: 1A Jacobz Street, Ermelo Phone Numbers: [redacted] (R178.00), [redacted] (R114.00) Statement Address: Africa Star 1A Jacobz Street, Ermelo I recently spoke to a Vodacom representative who offered me a better deal for less money on my account. Unfortunately, I was driving at the time and couldn't jot down all the details. I asked for an email to be sent to my new email address at [redacted] since my previous email, [redacted], is no longer active. However, I still haven't received any documentation. I need to make my monthly payment but don't know the final amount due. Your prompt response would be appreciated. Best regards, AAC Fraser

In March [redacted], my aunt got a contract phone for me, but the phone got stolen. Luckily, I retrieved it later, but the SIM card was missing. When we tried to get a new SIM card from Vodacom, they required an ID Book which my aunt had lost. Despite explaining the situation that we couldn't replace the SIM earlier due to the lost ID during the pandemic, Vodacom declined fixing the phone because the SIM was not in use. I followed their advice to use the new SIM for 54 days, but they still rejected my claim. I feel frustrated as I've paid insurance and used the phone for 2 years. Vodacom seems unwilling to help, even suggesting canceling the contract. This is unfair, and I urgently need a working phone. What should I do next?

I had requested an upgrade in April, and after confirming it for delivery on 29 April as I would not be available earlier, there was confusion with RAM Couriers. Despite explaining the agreed delivery date, they attempted an earlier delivery and then failed to deliver on the right day. Tracking the parcel, I found out that it was sent back to Johannesburg instead of being delivered to me in Cape Town. I have yet to receive a response to my query over this issue. I am disappointed with the mix-up between Vodacom and RAM and seek a prompt resolution, or I may consider moving my contracts to MTN.

I was recently contacted on 21.04.[redacted] about migrating two of my phone numbers, and I am dissatisfied with the service from Likeminds. I am unhappy because despite being promised a call back, I haven't received one yet. My phone number [redacted] has seen an increase in monthly charges from R360 to R710, which was not the upgrade I expected. My other number, [redacted], which I use with a WIFI dongle, was supposed to have 20G for R149, but surprisingly I'm being charged R1037.92 for 20G. I am extremely unhappy as this will result in a bill of almost R2000 by month end, which I cannot afford. Vodacom needs to address this issue promptly as I cannot afford the new pricing. Likeminds has not responded to my concerns, and I feel they prioritize money over customer satisfaction. I urge for a resolution as soon as possible. Ref 1-[redacted][redacted].