1 reviews | Active since Jul 2009
Vodacom charged me for data that was never provided
On 09 December 2025, I purchased a 10GB Vodacom data bundle for R129.00 via the VodaPay app. The amount was successfully deducted from my credit card, but the data was never provisioned to my account.
What immediately stood out was that I never received the usual barrage of SMS notifications confirming the bundle purchase. Because I urgently needed data and assumed this would be sorted quickly, I bought an additional 1GB via my banking app later the same day, which provisioned instantly without any issues.
That same morning, I contacted Vodacom to get the 10GB bundle provisioned. I spent about 1 hour and 30 minutes on the phone, being transferred between around five different departments and agents. Every single one told me the same thing: “We can’t see the money.”
Eventually, Vodacom transferred me to my own bank, (seems you have them on speed dial) who confirmed what I already knew, the transaction could not be reversed by the bank and had to be handled by the merchant (Vodacom).
At that point, I gave up and decided to wait and see whether the transaction would reverse or fall away. It didn’t. Two days later, the amount was fully deducted, meaning I am now out of pocket and out of data, after wasting a significant amount of time I’ll never get back.
Transaction details: Merchant: VODACOM BUNDLES – MIDRANDLICABLZA Amount: R129.00 Date: 09 December 2025 Product: 10GB data bundle
As clearly shown on my bank statement, the funds were successfully debited, yet the 10GB data bundle was never received.
This points to a clear breakdown in Vodacom’s billing and provisioning systems, as well as very poor customer support handling. I paid for a service, Vodacom did not deliver it.
What I want: Within 48 hours, Vodacom must either: Provision the missing 10GB data bundle, or Refund the full R129.00 to my original payment method.
This should not be this difficult. please don't respond with a generic - “A consultant will be in touch with you soonest.” Actually for once work like you care about your customers.
Following my complaint regarding the unprovisioned 10GB data bundle purchased on 09 December 2025, I want to acknowledge that the issue has now been resolved.
At around 20:00 on Sunday evening, I received a call from Raymond from the Vodacom Consumer Website Team. Given the experience I had earlier with multiple call centre agents, I honestly expected another argument. Instead, I experienced exactly what good customer service should look like.Raymond listened. He understood the problem immediately. He confirmed the transaction, acknowledged the failure in provisioning, and offered a practical solution without questioning my integrity or shifting responsibility elsewhere.
When I raised the concern that the data would expire before I could realistically use it, his response was simple and effective: no problem, he provisioned the data with a 60-day validity. Issue resolved.This interaction stood in stark contrast to the hours previously spent being transferred between departments, repeatedly told that “the money cannot be seen”, despite clear proof on my bank statement, and Log on Vodacom side of the transaction, probably a Webhook failure an provisioning..
The takeaway here is important:
Vodacom’s systems already had the information needed to resolve this issue. What was missing earlier was ownership, accountability, and the willingness to actually help the customer.Vodacom can learn a great deal from this interaction. Raymond demonstrated that respectful communication, listening, and decisive action turn frustration into satisfaction.Raymond -- you are a credit to Vodacom. Thank you.
Following my complaint regarding the unprovisioned 10GB data bundle purchased on 09 December 2025, I want to acknowledge that the issue has now been resolved.
At around 20:00 on Sunday evening, I received a call from Raymond from the Vodacom Consumer Website Team. Given the experience I had earlier with multiple call centre agents, I honestly expected another argument. Instead, I experienced exactly what good customer service should look like.Raymond listened. He understood the problem immediately. He confirmed the transaction, acknowledged the failure in provisioning, and offered a practical solution without questioning my integrity or shifting responsibility elsewhere.
When I raised the concern that the data would expire before I could realistically use it, his response was simple and effective: no problem, he provisioned the data with a 60-day validity. Issue resolved.This interaction stood in stark contrast to the hours previously spent being transferred between departments, repeatedly told that “the money cannot be seen”, despite clear proof on my bank statement, and Log on Vodacom side of the transaction, probably a Webhook failure an provisioning..
The takeaway here is important:
Vodacom’s systems already had the information needed to resolve this issue. What was missing earlier was ownership, accountability, and the willingness to actually help the customer.Vodacom can learn a great deal from this interaction. Raymond demonstrated that respectful communication, listening, and decisive action turn frustration into satisfaction.Raymond -- you are a credit to Vodacom. Thank you.