Vodacom Customer Service Issues

Subject: Persistent Network Issue in Shelley Point Good morning, I am writing to express my deep concern about the ongoing issue with the Vodacom tower in Shelley Point, St Helena Bay. Every time there is a power failure due to maintenance or load shedding, the tower goes off the grid, resulting in no phone calls, data, or any other services. This problem has persisted for several months, and despite reporting it, no action has been taken to address the root cause of the issue, possibly related to the backup batteries. This situation is not only inconvenient but also poses serious security and safety risks to the residents. I urge Vodacom to prioritize resolving this matter promptly to ensure reliable network connectivity in the area. If necessary, we are prepared to seek alternative solutions if the company is unable to address this critical problem in a timely manner. Please note that communication attempts through your network are futile when the tower is inactive during power outages. Your prompt attention to this matter is greatly appreciated. Sincerely, Pieter

To whom it may concern, I, M, with links ID [redacted], am an unhappy customer. I purchased a Sony Ericsson phone on contract for my son, with phone number [redacted]. The phone was stolen before the contract ended, and despite reporting it to Vodacom, I had to continue paying until the contract expiration. Upon noticing continued debit orders after the contract was supposed to end, I visited the store. The salesperson informed me to contact the cancellation department to end the contract. I inquired about a potential refund for the 6 months I overpaid, and the salesperson, named Leon from Middelburg Mall, promised to investigate. Subsequently, I spoke with an agent in the cancellation department after they continued debiting. The agent mentioned unused airtime worth R900 on the stolen phone, which would restart a new 2-year contract if accepted. I insisted on canceling despite losing the airtime as I use a different network. An agent later claimed I owed R300 in arrears, which I disputed, leading to a refund of R813.91, allegedly for the overpayments. Additional agents, Senno Makhabella, Angela, Thabiso, and Chevon, contacted me, persisting with the issue. I request Vodacom to cancel any charges as I believe I do not owe anything. Regarding the arrears, I seek clarification on: 1. Confirmation of received products for the outstanding amount. 2. How and when any devices/products were delivered and evidence of receipt. 3. Proof of the R813.91 refund and its purpose. Thank you.

I recently switched my contract line with the number [redacted] to prepaid on 29th September [redacted]. Vodacom initially charged me R103.99 in October, which was later refunded. However, on 31st October, another charge of R207.87 was debited from my Standard Bank account. Despite my attempts to contact Vodacom, I have been unsuccessful. I eventually had my number transferred to a Telkom account. I kindly request the immediate cancellation of the debit order and a refund of the erroneous charge. Unfortunately, the call options provided by Vodacom do not cater to resolving this specific issue, and despite my efforts, Tobi insists that I do not have an account with Vodacom.

My reference number from Vodacom is A2-KCIR-Y0S128. I have two complaints regarding this. Firstly, the reference number was only logged on Saturday even though I originally called on Thursday, and the Vodacom consultant had assured me that the call would be logged with a reference number. Secondly, the reference is for my vodabucks allocation. I didn't receive my 37 vodabucks allocation even though I followed the steps to purchase the vodabucks 35goal as per Vodacom's offer. I have almost completed 5 puzzles and was aiming to win the prize with only 1 puzzle piece left, but without the vodabucks allocated, I can't complete them. The puzzles will expire in 13 hours, and it's frustrating that I have spent money on reloading but haven't received the vodabucks promised to me. Please allocate the 37 vodabucks to me before the puzzles expire.

A sales agent reached out to me in October regarding an iPad upgrade. After calling to check on the upgrade, they informed me it wasn't processed. We had to redo the online questions, which was time-consuming. I got an SMS on 11 November stating the upgrade was resolved, but upon calling today, a rude sales lady said it's still pending. It's been 3 weeks since then, and I'm frustrated not knowing the iPad's location or the status of my inquiry. I expect better service from Vodacom considering my monthly payments. Can someone please assist me with this issue? The order number is 1-[redacted][redacted]. Thank you.

Hello My husband and I visited the Game store yesterday, 13/12/[redacted], to apply for a contract with Vodacom. Our application was sent to Vodacom for a credit check, but unfortunately, it was declined. The store employee advised us to reach out to Transunion to verify our credit status. Upon doing so, we discovered that there are no issues with our credit profile. There are no Judgements, Notices, or Defaults associated with our names. We are puzzled as to why our application was denied.

Hello, I am currently experiencing extreme frustration and require immediate clarification. The application indicates my monthly data was exhausted this morning. The notion of consuming 10 GB in only half a month is unfathomable. Despite previously raising this concern, the response suggesting I used the data is inadequate. I recently purchased more data this morning, in the middle of the month, and within 5 hours, approximately 2 GB was utilized. It is implausible that such an amount was consumed in that brief period. As residents on a farm without children engaging in data-intensive activities, the data usage claimed seems dubious. Today, our attention was occupied by veterinary care for a sick calf, leaving little time to consume the alleged 2 GB. I urge you to explain this discrepancy promptly. Failure to provide a satisfactory response within 48 hours will prompt me to involve the Ombudsman. Our social media inquiries have revealed similar challenges faced by others in our vicinity. Sincerely, Ronel B. (ID [redacted][redacted]) Wi-Fi Number: [redacted]

The signal strength at 6 Lewerik Crescent, Birch Acres Ext 3 is nearly nonexistent. In a few weeks, my contracts with Vodacom will be up for renewal. The numbers are [redacted] and [redacted]. A technician assessed the signal at my home about 3-4 years ago and promised a new mast would be installed due to the very poor signal, but it was never improved. Unless this issue is resolved, I will have to switch to a different service provider, which I prefer not to do but may have no choice. This problem has been reported multiple times. Your prompt attention to this matter would be appreciated. Roy W.

I reside in Devon, Gauteng, and want to raise a concern about the Vodacom tower's functionality during Eskom power outages. Despite making numerous phone complaints in the past, I never retained the reference numbers provided by Vodacom confirming issue resolution. The most recent compliant was lodged on 15-11-[redacted], with reference number 1-[redacted][redacted], and once again I was assured it was resolved, yet the problem persists, leaving mobile phones inoperable during power failures. I fear for potential emergencies where we would be unable to make calls. I suspect that the tower lacks a reliable backup power supply. I urge for an investigation into this matter. - J.J.J. Oberholster

My name is Matthew De Villiers, and my account number I[redacted]-9 is still open inexplicably. My contract ended in November [redacted], yet Vodacom is billing me R339.10 for 10g without my agreement for a new contract or extension. Vodacom sent me a router for Fibre, which I signed up for, but Fibre installation is pending. Instead, Vodacom sent an LTE router for 100g a month at R600. I have LTE with Telkom and requested over email to cancel the Intern LTE service. The router remains unopened as I await Fibre readiness. Vodacom must halt the unauthorized debit order; otherwise, I will return the unopened router and seek Fibre services elsewhere. Despite being a lifelong Vodacom customer, this service discrepancy is disappointing. An immediate response is anticipated. Thank you, Matthew [redacted].

I am reaching out here as I'm not sure whom to contact regarding my issue. Recently, I entered a contract with Intellicell and have been attempting to get a number ported since December 30, [redacted]. The process is supposed to be completed within 24-48 hours through Vodacom. The delays have led me to consider changing my network provider. I am a Vodacom customer looking to port a Cell C number for my son. Despite attempting to contact Vodacom customer care, I have been unable to reach a consultant. It's frustrating as not all problems can be resolved by automated services. It's important for a professional company to have human consultants available for customers.

Subject: Assistance Needed with Vodacom Services Hi, I have been a loyal customer of Vodacom for many years. In August [redacted], I traveled to Isle Of Man UK on a repatriation flight with the intention of returning to SA before Christmas, but I am still here due to travel restrictions. Unfortunately, I did not activate roaming on my phone before leaving SA, and now I am only able to make WIFI calls using WhatsApp. I am worried about losing my phone number that I have had for over 20 years if I don't make regular calls. Additionally, not receiving bank notifications via SMS is a concern. My current contract is set to expire this month, and I hope it will be automatically renewed without the cost of the cell phone since I have completed the 24-month payment period. I have tried to access my account through the Vodacom app, but my SIM number is not being accepted. I would appreciate your help in enabling SMS roaming on my phone and confirming the contract renewal without the phone payments. I pay through a debit order and anticipate returning to SA by April.

I encountered an issue when trying to do a sim swap at Maponya Mall after being robbed in Bramfontein. They requested five numbers I had recently called, which I couldn't recall as I rely on my phone to store them. Despite my efforts, the numbers I provided didn't match, and I was left without assistance. The problem now is that I conduct business using this sim card, and my clients send me E-wallet transactions to this number. Losing access to these numbers will impact my credibility. I presented my ID and proof of address, verifying the number belongs to me. I fear losing my number due to not memorizing the recent calls. I'm unable to retrieve the money clients have sent. I seek guidance on how to proceed.

INTERNET BLACKOUT I am Mandisi G. I have a fiber contract with Vodacom. I reported an outage on April 22, [redacted], but no call was logged. After contacting them again on Friday, I was informed a technician would be assigned. Despite making numerous follow-up calls, the issue remains unresolved. It is frustrating as I am stuck at home waiting for a technician and unable to continue with my daily activities. Lack of internet access and no feedback from Vodacom is disappointing. If this continues, I believe it constitutes a breach of contract and may lead to cancellation without penalties after today.

To Whom It May Concern, I have been trying to resolve an issue with my Vodacom service by sending multiple emails and making numerous phone calls. Despite my efforts, a data bundle was added to my account without my consent, and money was deducted for months. Despite my attempts to have it removed, it continued until last month when someone finally helped me cancel it. Due to this unauthorized deduction, my account is now in arrears, but I have paid off some of the balance to have my phone service reinstated. There is an outstanding amount of around R400, which I plan to settle by the end of this month. I kindly request that you reactivate my service promptly. Thank you for your assistance. Best regards, Louise S. [redacted]

A few years ago, I agreed over the phone and via email to purchase a 24-month Vodacom contract. Once I was approved, I provided the necessary details to the agent for the delivery of the mobile device. When the courier driver arrived for delivery, he requested my ID for verification. Unfortunately, I did not have it at the time, so he left, promising to return another day. However, I never heard from him again. A month later, Vodacom debited my account for the purchase which I disputed. I am seeking assistance from the managing director to resolve this issue promptly. Thank you in advance for your attention to this matter.

Hello, I am seeking help regarding money that has been debited from my bank account for purchases from Vodacom Service Provider in Midrand. This has occurred three times where R159 was deducted each time. My bank is unable to determine the reason for these deductions and advised me to contact Vodacom. I received an SMS notification for each deduction mentioning Vodacom Service Provider in Midrand, with dates and times that do not match the actual transactions. I typically make my purchases through the Vodacom App or using my bank's OTP pin, neither of which have been used in these unauthorized transactions. No one has access to my bank card to make these purchases. This situation is causing significant inconvenience as I have to repeatedly contact the bank for refunds and reach out to Vodacom to resolve the issue. I urgently request assistance from Vodacom in addressing this matter promptly. Looking forward to your prompt response, J.

Today, I visited the Vodacom shop in the Hillcrest Centre, KZN, South Africa to upgrade my phone. I had carefully selected my choice from the catalogue. However, upon entering my information into the computer, I was informed of an error in the brochure, which was still valid till the 5th of August but had not been updated. Additionally, I noticed outdated and misleading adverts on the computer screen. The offer I wanted was for an A32 Samsung with a 40mm watch for R259 and R39/month, but I was told it should have been R259 + R129/month. This came as a disappointment after waiting for an hour in the shop. As a long-time Vodacom customer (I am 70 years old), I am now contemplating switching to another service provider. Sincerely, H.O.J. Lamprecht

Dear Customer Service, I submitted an application for a new contract on your online store on August 19th. After providing the required documents, I was quickly approved and contacted by a sales representative who guided me through the process. I agreed to a P40 Lite Device on a Red contract for R309/month, completed a DebiCheck order, and received an order/waybill number. When I tried to track my order on August 21st, I found it did not exist. Despite contacting your team and visiting the Galleria Mall store, I faced confusion with my order. Even after finding two orders under my name, one was blank, and the other was incomplete. The store could not explain the discrepancies. After phoning the customer service line with no answer, I am frustrated with the lack of resolution and guidance provided by your team. I am now requesting to cancel my order due to the unnecessary stress caused by this situation. I have shared my experience on social media and received support from others with similar complaints. I expect a prompt resolution to this matter. Details for cancellation: Name: S. Panagidis ID No: ‪[redacted] [redacted]‬ Ref No for incomplete contract: ‪1-[redacted][redacted]‬ Order/Waybill: K[redacted] Attached is my quotation for reference, and I am hopeful for a timely response. S. Panagidis

Hello, I initiated my Vodacom contract on 5 September [redacted] for the Cell Phone numbers [redacted] and [redacted]. The first debits were processed on 9 September [redacted] for R755.80 and R163. Knowing that my employer, FNB, requires me to switch to FNB Connect after my contract ends, I reached out to the call centre on 11 August [redacted] at 16:06 to inquire about canceling my contract. The consultant mentioned that I needed to provide 30 days' notice, and the last debit would occur on 5 October [redacted]. After multiple calls to clarify, I received conflicting information regarding when my contract would end and when it would switch to pay as you go. I will contact my bank to potentially halt the upcoming debit order. I kindly request written confirmation once this issue has been resolved. Thank you, D.V.