Terrible Service

I have been a Vodacom customer for a couple of years, currently on my second contract, and I am absolutely frustrated with the terrible service I’ve received throughout this period. When I first opened a contract during COVID, I was offered a “COVID Relief” discount. What they failed to mention was that accepting this offer would extend my contract by three months, ultimately benefiting them financially. I had no idea my contract was extended until eight months before my original end date, when I checked the Vodacom portal and saw it had actually been extended by six months!

After months of following up with various representatives, who all seemed to be on different pages, I finally got my contract end date corrected. I decided to continue with Vodacom and upgrade my contract, which was set to end in July 2024. Since then, I have been inundated with calls to upgrade a number I had already canceled. Each time, I confirmed that the contract was indeed canceled and that I wouldn’t be charged for anything related to that number. They repeatedly assured me it was canceled, yet I discovered I was still being charged for contract cover and a WhatsApp bundle on that inactive number. I reached out to rectify this issue, and I’m still waiting for feedback.

Recently, I had to submit a claim for Vodacom Insurance for one of my new devices. Living in Klerksdorp, I was informed at various stores that repairs would take 21 days—far too long for my work needs. I was advised to go to Vodaworld for a quicker turnaround, so I traveled there and was told that if I dropped off my phone on Monday, I should have it back by Thursday. I explained my situation, and after dropping off my phone, I only received one SMS confirming it was dropped off.

When I called for updates, I was informed they were still waiting for feedback. The next day, they informed me that the repair cost would be around R700. I asked about the excess, only to be told that my device supposedly didn’t have insurance. I called the insurance department, and they confirmed I did indeed have coverage. I informed the repair team, and they had to resubmit the claim.

The following day, I learned there was a system error preventing the claim from being submitted. I had to call the insurance department again, who stated the repair team should reach out to them directly. By Thursday, the day I was supposed to collect my phone, I still had no updates. On Friday, I was in Pretoria, waiting to retrieve my device, only to receive feedback after 1 PM stating the excess was R650 for a repair costing R750—something that didn’t add up. When I contacted insurance, they explained the fee was correct based on the value band I fell into, but I argued my phone was not valued that high and this was a minor repair. They couldn’t assist further.

After realizing they hadn’t initially sent me my insurance policy schedule, I had to request it. Upon reviewing the terms, I found that the excess should be either 10% or R100, whichever is more, which aligns with what I was told when I took out the insurance. I requested my phone back on Saturday, but they informed me that the repairs team was closed for the weekend. I asked that my device be ready by 11 AM on Monday when I would be traveling back to Klerksdorp, and they said they would try their best.

On Monday, I received a call from the repair technician asking if I wanted to proceed with the repair. I reminded them I had already declined on Friday and needed my phone back. When I followed up, I was told the device was still with the repair team and would only be delivered on Tuesday, with a promise of an SMS update. To this day, I have not received any further communication and still do not have my device.

I called insurance to question the excess and requested to speak to a manager, who promised to call me back but never did. I also asked to speak with someone in the repair team, and they too promised to follow up, yet I’ve heard nothing. The service I’ve received has been utterly terrible and unfair. They take and take, but I get nothing in return. All I have gained from my contracts with Vodacom is wasted time and endless inconveniences.