Hellopeter
Share Your Experience
TM
Thato M

1 reviews | Active since Oct 2025

03 Oct 2025, 03:53

misleading and *********.

unauthorized changes made to my cell phone contract, which resulted in an additional R300+ charge to my account bringing my monthly bill to R900+, without my clear consent.

in July I received a call from a Vodacom representative who informed me that I would receive more airtime and data once my existing bundle ran out. I clearly stated during the call that I did not want any additional airtime or data, and explicitly refused the offer.

The agent then stated that he would change my package, speaking in a way that led me to believe he was removing the additional services — not adding new ones At no point was it clearly explained that I would be charged an additional R300+ per month. This is misleading and *********.

To make matters worse:

I did not consent to a higher-value package.

The additional airtime was not used in the last month or this month.

When I raised this issue with Vodacom, I was told I had "agreed" — without any proper review of the call recording.

0
Replies (3)
Vodacom
Vodacom's reply03 Oct 2025, 08:14
Official
Dear Customer,

Thank you for bringing your complaint to our attention.

Please be advised that a consultant will be in touch with you shortly to assist with your query.

⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information.

Kind regards, 
Vodacom Consumer Website Team

TM
Thato M's update03 Oct 2025, 09:08
Reviewer Update
Resolution:
I want my refund for end of August and September.
Vodacom ***
TM
Thato M's update02 Dec 2025, 20:38
Reviewer Update
Vodacom Customer Care,
I am writing to formally lodge a complaint regarding ongoing billing errors, unauthorised changes to my contract, and unresolved issues that have caused serious inconvenience and financial loss.
1. Timeline of Issues
  • In July, a Vodacom consultant called me and informed me that my contract was on an open plan.
  • I requested the open plan to be cancelled immediately. Instead of cancelling it, the consultant added more airtime, causing me to be over-debited.
  • I lodged a complaint, and Vodacom confirmed it was resolved. I was refunded.
2. Continued Incorrect Debits
To my shock, the issue resurfaced:
  • On 1 October, I was debited R711.42 — far more than my agreed amount.
  • I called Vodacom and was told my contract was on an open plan again, even though this was already resolved.
  • I requested the open plan to be removed. I was assured it was changed to Top-Up.
  • However, in the following month I was debited R797.72, again higher than my contracted amount.
  • When I called again, I was told my contract is still on open line, which is unacceptable.
3. Additional Contract Issues
  1. When I took this contract online, I selected insurance for both devices, yet Vodacom only insured one device without explanation.
  2. I am being charged to see caller identity (Caller ID) — a feature that has always been free on all the contracts I’ve ever had. This was never disclosed.
4. My Request
I request the following urgent actions:
  1. Immediate refund of all extra amounts debited in.
October (R711.42)
Most recent debit (R797.72)
Plus any additional incorrect charges related to the open plan issue.
3.Correction of my contract to the agreed structure:
Convert permanently to Top-Up (or original plan I signed for).
Confirm and correct insurance on both devices as per my initial selection.
A written confirmation that:
  1. My contract will no longer be changed without consent.
  2. Monthly debits will reflect the correct, agreed amount.
  3. This is the second time I am dealing with the same issue, and it is unacceptable. I am extremely disappointed, and I hope this matter can be resolved once and for all.

I request urgent feedback within 48 hours, along with proof of the corrections and refunds to my account where it was debited