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Soekie W

1 reviews | Active since Jun 2022

02 Jun 2026, 18:39

Customers Shouldn’t Have to Fight to Pay Their Accounts

My purpose in writing this review is both to express my utter frustration, warn other customers and to urge Vodacom to improve what appears to be a seriously flawed payment support process.

When a debit order on my account was accidentally missed, I expected it would be straightforward to make a manual payment or arrange for the debit order to be re-submitted. Instead, I spent a significant amount of time trying to find a way to pay Vodacom, with no success.

The website lists multiple payment options, yet none of the methods provided worked in my situation. I then called 082 135, only to find that the automated menu did not include any option relevant to resolving a missed debit order payment. My call was eventually transferred to TOBi, but the chatbot was equally unable to assist. Neither the phone system nor the chatbot could provide something as simple as a payment link, instructions for re-submitting a debit order, or access to a consultant who could resolve the issue.

The most frustrating part is that I was not trying to avoid payment—I was actively trying to pay my account. It should never be this difficult for a customer to give a company money that is owed.

When I asked a younger, more tech-savvy friend for assistance, her immediate reaction was that dealing with Vodacom after a failed debit order is a nightmare. She had experienced a similar situation and had her service suspended before she could work out how to make payment.

For other customers, be aware that if a debit order fails, finding a clear and functional way to settle the account may be far more difficult than expected.

For Vodacom, this is a customer experience issue that deserves urgent attention. Customers who are making a genuine effort to pay should have immediate access to a payment link, a debit-order re-submission option, or a consultant who can assist. A process that makes payment this difficult is frustrating for customers and ultimately reflects poorly on the company.

I hope Vodacom takes steps to simplify and improve this process for everyone.

0
Replies (2)
Vodacom
Vodacom's reply03 Jun 2026, 07:21
Official
Dear Customer,

Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details.

Regards,
Vodacom Consumer Website Team 
SW
Soekie W's update03 Jun 2026, 16:12
Reviewer Update
Yet Another Payment Method Not Working – This Time an In-Person Payment
I am once again reaching out in the hope that Vodacom will assist me before my services are suspended due to a payment issue that I have been trying, unsuccessfully, to resolve.
After a missed debit order, I have made repeated attempts to pay my account using the various methods provided by Vodacom. Unfortunately, none of the online options worked. I was unable to obtain assistance through 082 135, and TOBi was equally unable to provide a solution.
Today, I tried yet another payment method by visiting the Money Market at an OK store and making the payment in person. I provided all the required information correctly, but the system reflected a zero balance on my account, despite the fact that the debit order had not gone through and payment is still due.
To ensure that there was no error on my side, I took photographs of the screens showing the information entered and the zero balance displayed. I therefore have evidence that the correct details were provided.
At this point, I find it extremely concerning that I am making every effort to settle my account, yet each payment method seems to present another obstacle. Customers should not have to struggle this hard to pay for a service.
My purpose in posting this complaint is not merely to express frustration, but to obtain assistance before my service is interrupted. I respectfully request that Vodacom urgently contact me and provide a working payment solution, a payment link, or arrange for the debit order to be re-submitted so that my account can be brought up to date without further delay.
Surely it should not be this difficult for a customer who is actively trying to pay their account.
I would appreciate a prompt response from Vodacom before my services are unfairly suspended due to circumstances beyond my control.