JC
Jonathan C
1 reviews | Active since Aug 2017
27 Nov 2025, 10:57
Terrible service – I am paying for their mistakes!
I cannot believe the level of incompetence I’ve experienced with Vodacom. I was assisted by a representative who downgraded my contract because I wasn’t using it anymore. I was explicitly told this would not affect my contract duration and that I could cancel it on a normal day.
When I tried to cancel, I got different answers every time I called. First, they said I could only cancel in August, then I called in August and they said November. Finally, when I called in November, I was told my contract had been extended until 2027 – yes, extended, not downgraded or merged as I was promised!
Now I am being forced to pay a penalty for early cancellation for something that was clearly Vodacom’s mistake. I spoke to them last Friday, they said they would escalate it and it could take up to 3 days. It’s now Thursday, and no one has contacted me. I am still expected to pay for their incompetence.
This is unacceptable. Poor training, conflicting information, and zero accountability. I expected better from Vodacom, but clearly, customer service is not a priority. Avoid at all costs unless you enjoy paying for other people’s mistakes.
Helpful (0)
Replies (6)0
Replies (6)
Vodacom's replyOfficial
27 Nov 2025, 14:01 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
Vodacom's reply27 Nov 2025, 14:01
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
Vodacom's replyOfficial
27 Nov 2025, 15:12Dear 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
Vodacom's reply27 Nov 2025, 15:12
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
JC
Jonathan C's updateReviewer Update
28 Nov 2025, 10:17 Dear Vodacom Consumer Website Team, I am extremely frustrated with the repeated delays and lack of resolution regarding my contract issue. I have been given conflicting information multiple times, and now I am being penalized for mistakes made by your consultants. I have provided my contact number, and I expect a direct call from a consultant immediately. It is unacceptable to continue sending automated responses that do not address the issue. I do not want to wait “in due course” while the penalty clock ticks. Please escalate this matter urgently. I expect a call today, failing which I will have no choice but to escalate to the ICASA complaints department and publicly share my experience, including the timeline of your failures. This matter must be resolved without further delay. Sincerely,
JC
Jonathan C's update28 Nov 2025, 10:17
Reviewer Update
Dear Vodacom Consumer Website Team, I am extremely frustrated with the repeated delays and lack of resolution regarding my contract issue. I have been given conflicting information multiple times, and now I am being penalized for mistakes made by your consultants. I have provided my contact number, and I expect a direct call from a consultant immediately. It is unacceptable to continue sending automated responses that do not address the issue. I do not want to wait “in due course” while the penalty clock ticks. Please escalate this matter urgently. I expect a call today, failing which I will have no choice but to escalate to the ICASA complaints department and publicly share my experience, including the timeline of your failures. This matter must be resolved without further delay. Sincerely,
JC
Jonathan C's updateReviewer Update
03 Dec 2025, 11:38 Vodacom called me on Saturday, 29 November, and promised they would call me back on Monday, 1 December to resolve my issue. Today is 3 December and, as expected, NO ONE has contacted me. This is now the third time Vodacom has promised to call me back and failed to do so. Every time I reach out, I get the same copy-and-paste response saying a consultant “will contact me in due course,” but nothing ever happens. All of this is happening because Vodacom extended my contract without my consent, and now I’m being told I must pay a penalty for their mistake. Their own consultant confirmed the contract was supposed to be merged, not extended, yet I'm the one paying the price. This is unacceptable. I have given Vodacom more than enough time to fix the issue.
I will now proceed with opening a formal complaint with ICASA and taking this further legally if needed. Vodacom has had every opportunity to resolve this — and still chooses not to.
I will now proceed with opening a formal complaint with ICASA and taking this further legally if needed. Vodacom has had every opportunity to resolve this — and still chooses not to.
JC
Jonathan C's update03 Dec 2025, 11:38
Reviewer Update
Vodacom called me on Saturday, 29 November, and promised they would call me back on Monday, 1 December to resolve my issue. Today is 3 December and, as expected, NO ONE has contacted me. This is now the third time Vodacom has promised to call me back and failed to do so. Every time I reach out, I get the same copy-and-paste response saying a consultant “will contact me in due course,” but nothing ever happens. All of this is happening because Vodacom extended my contract without my consent, and now I’m being told I must pay a penalty for their mistake. Their own consultant confirmed the contract was supposed to be merged, not extended, yet I'm the one paying the price. This is unacceptable. I have given Vodacom more than enough time to fix the issue.
I will now proceed with opening a formal complaint with ICASA and taking this further legally if needed. Vodacom has had every opportunity to resolve this — and still chooses not to.
I will now proceed with opening a formal complaint with ICASA and taking this further legally if needed. Vodacom has had every opportunity to resolve this — and still chooses not to.
JC
Jonathan C's updateReviewer Update
09 Dec 2025, 11:58 Thank you. I’ll see at the end of the month if everything is really resolved
JC
Jonathan C's update09 Dec 2025, 11:58
Reviewer Update
Thank you. I’ll see at the end of the month if everything is really resolved
JC
Jonathan C's updateReviewer Update
08 Jan 2026, 07:51 This is unacceptable. I received written confirmation that my account was cancelled, yet the debit order still went off again. This means the issue was not resolved, and I was misled. Please reverse the debit order immediately and provide written proof that the account is fully cancelled. If this is not corrected without delay, I will proceed with escalation as this is now a clear case of misinformation.
JC
Jonathan C's update08 Jan 2026, 07:51
Reviewer Update
This is unacceptable. I received written confirmation that my account was cancelled, yet the debit order still went off again. This means the issue was not resolved, and I was misled. Please reverse the debit order immediately and provide written proof that the account is fully cancelled. If this is not corrected without delay, I will proceed with escalation as this is now a clear case of misinformation.