Dishonest Vodacom Customer Servuce

I am experiencing a persistent and deeply frustrating experience with Vodacom. I have endured so much of this over the past week in my attempts to renew my Powerflex package.

Despite numerous efforts—18 attempts in total—via the Vodapay app, I have been unable to successfully renew the package. The app consistently fails at the final stages, and no error messages or constructive prompts are provided to resolve the issue.

In a desperate bid to get assistance, I have made 32 calls to Vodacom and received almost as many return calls from your service agents. Unfortunately, these interactions have only added to my frustration. Many of these calls are clearly disingenuous, with agents calling and then dropping the line within a second—likely just to register the call as ‘contact made’. Some agents have been rude, others misinformed, and some have asked completely irrelevant questions like whether I tried to “opt out”—a feature that does not exist on the Vodapay app. Promises to call back are seldom kept.

They keep on escalating the matter and I have to wait up to 72 hours for someone to call which does not happen. And when the one person did call, he also lies when I express frustration at their incompetence. He closes the ticket without resolve without a solution — SO MUCH FOR CUSTOMER CARE. They don’t care whether I leave Vodacom or not!

I asked for the manager to contact me to discuss that particular incident of lies from the perso. Nothing to date!!!!!

Today, I experienced a new level of negligence when I was put on hold only to be cut off twice. When I called back and asked to speak to the previous agent, I was told that the person had just finished work moments earlier. This level of coordinated avoidance suggests an internal culture that prioritizes optics over genuine customer resolution.

Throughout this ordeal, I have repeatedly requested that a manager or senior representative contact me directly. Not once has this request been honoured. This not only reflects poor internal accountability, but a blatant disregard for customer satisfaction.

My essential communications abilities and needs are suffering due to your service failure. Your app is unreliable, your customer service is deceptive, and there appears to be no effective escalation process in place. I am left feeling misled, unheard, and disappointed.

I demand the following: 1. Immediate resolution of my Powerflex renewal issue. 2. A written explanation for the poor service I’ve received. 3. A direct call from a senior manager to formally address this complaint. 4. Compensation or a goodwill gesture for the inconvenience and damage caused to my business.

If this matter is not resolved within 48 hours, I will have no choice but to escalate this to ICASA and lodge a formal complaint via the relevant regulatory channels, as well as share this experience through consumer protection forums.