SB
Serena B
1 reviews | Active since Mar 2017
08 Jun 2026, 15:55
Vodacom Took My Money but Failed to Credit My Account
I am extremely frustrated with Vodacom's payment system and the lack of resolution regarding money that was taken from my account but never credited to my Vodacom contract.
I made two manual payments through the VodaPay app using card payment
• 08 March 2026 – R900.00 • 02 April 2026 – R800.00
these payments were never credited to my Vodacom Account
I contacted the Vodacom call centre and was informed that they can see the payments on their system, yet somehow the funds were not allocated to my account. I was then told to send emails and supporting documents to try and resolve the issue.
What concerns me most is that Vodacom's system was able to take my money without any problem, but apparently cannot correctly allocate it to my account or automatically refund it. Customers should not have to spend hours chasing money that has already been taken by the company.
I have proof of payment and screenshots showing the transactions, yet I am still waiting for this matter to be resolved.
I would like Vodacom to urgently investigate what happened to my payments and either allocate the money to my account or refund the money immediately.
This experience has been extremely disappointing and has left me with very little confidence in Vodacom's payment systems and customer service processes.
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Serena B's updateReviewer Update
09 Jun 2026, 11:57Here's the complete complaint with everything incorporated:
I am absolutely appalled by the shocking service I received from Vodacom's call centre.
I contacted Vodacom regarding a billing and payment dispute, as I have proof from my bank statements that my account payments were made correctly and on time. In fact, some of these payments even appear on the statements provided by Vodacom themselves. Despite this, the consultant I spoke to refused to listen to the facts and continuously interrupted me whenever I tried to explain the situation.
What was particularly frustrating was that the consultant kept changing her explanation regarding my payments and account status. Each time I pointed out evidence from my bank statements and Vodacom's own records, the story seemed to change. Instead of investigating the matter properly, she simply dismissed my concerns.
I repeatedly requested to speak to or be transferred to the Billing Department, as this is clearly a billing-related issue. However, she refused to put me through to anyone who could actually assist. Instead, she kept referring me to a Vodacom branch, while the branch has already advised me that the matter must be handled by the call centre. As a customer, I was being sent in circles with nobody willing to take responsibility or provide a solution.
What I found most unacceptable was that when I specifically requested that the matter be escalated to a supervisor or a higher department for review, the consultant openly stated, "I will not escalate it." I found this response completely unprofessional and unacceptable. Customers have the right to request escalation when a matter remains unresolved, especially when there is evidence supporting their position. Refusing to escalate the matter left me with no avenue to have my concerns properly investigated and demonstrated a complete lack of willingness to assist.
To make matters worse, I spent approximately 40 minutes on the call attempting to resolve this issue. During that time, I repeatedly explained the facts, referred to my bank statements, requested assistance from the appropriate department, and asked for the matter to be escalated. Despite investing 40 minutes of my time, the consultant remained dismissive, refused to properly address my concerns, refused to escalate the matter, and ultimately cut the call while I was still trying to resolve the issue. After keeping me on the line for such a lengthy period without providing any meaningful assistance, having the call terminated was disrespectful, unprofessional, and completely unacceptable.
The facts are simple: according to my bank statements, I have not missed any payments. Furthermore, Vodacom appears to owe me money for an additional payment that was made. The evidence is available on my bank statements, and some of these payments are reflected on Vodacom's own records. Rather than addressing this concern, I was treated with disrespect and denied access to the department that could properly investigate the matter.
I find this level of customer service completely unacceptable. Customers deserve to be treated with respect, listened to properly, and given access to the appropriate departments when there is a legitimate billing dispute.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including lodging a formal complaint with ICASA and any other relevant regulatory bodies. I expect Vodacom to investigate this matter thoroughly, account for all payments received, refund any overpayments due to me, and explain why I was denied the opportunity to have my complaint escalated through the proper channels.
This entire experience has left me extremely disappointed in Vodacom's customer service. I am disgusted that after making all my payments, providing proof of those payments, spending 40 minutes on a call, requesting assistance from the correct department, and asking for escalation, I was met with rudeness, refusal to assist, refusal to escalate, and ultimately had the call cut off. This is not how customers should be treated.
SB
Serena B's update09 Jun 2026, 11:57
Reviewer Update
Here's the complete complaint with everything incorporated:
I am absolutely appalled by the shocking service I received from Vodacom's call centre.
I contacted Vodacom regarding a billing and payment dispute, as I have proof from my bank statements that my account payments were made correctly and on time. In fact, some of these payments even appear on the statements provided by Vodacom themselves. Despite this, the consultant I spoke to refused to listen to the facts and continuously interrupted me whenever I tried to explain the situation.
What was particularly frustrating was that the consultant kept changing her explanation regarding my payments and account status. Each time I pointed out evidence from my bank statements and Vodacom's own records, the story seemed to change. Instead of investigating the matter properly, she simply dismissed my concerns.
I repeatedly requested to speak to or be transferred to the Billing Department, as this is clearly a billing-related issue. However, she refused to put me through to anyone who could actually assist. Instead, she kept referring me to a Vodacom branch, while the branch has already advised me that the matter must be handled by the call centre. As a customer, I was being sent in circles with nobody willing to take responsibility or provide a solution.
What I found most unacceptable was that when I specifically requested that the matter be escalated to a supervisor or a higher department for review, the consultant openly stated, "I will not escalate it." I found this response completely unprofessional and unacceptable. Customers have the right to request escalation when a matter remains unresolved, especially when there is evidence supporting their position. Refusing to escalate the matter left me with no avenue to have my concerns properly investigated and demonstrated a complete lack of willingness to assist.
To make matters worse, I spent approximately 40 minutes on the call attempting to resolve this issue. During that time, I repeatedly explained the facts, referred to my bank statements, requested assistance from the appropriate department, and asked for the matter to be escalated. Despite investing 40 minutes of my time, the consultant remained dismissive, refused to properly address my concerns, refused to escalate the matter, and ultimately cut the call while I was still trying to resolve the issue. After keeping me on the line for such a lengthy period without providing any meaningful assistance, having the call terminated was disrespectful, unprofessional, and completely unacceptable.
The facts are simple: according to my bank statements, I have not missed any payments. Furthermore, Vodacom appears to owe me money for an additional payment that was made. The evidence is available on my bank statements, and some of these payments are reflected on Vodacom's own records. Rather than addressing this concern, I was treated with disrespect and denied access to the department that could properly investigate the matter.
I find this level of customer service completely unacceptable. Customers deserve to be treated with respect, listened to properly, and given access to the appropriate departments when there is a legitimate billing dispute.
If this matter is not resolved urgently, I will have no choice but to escalate it further, including lodging a formal complaint with ICASA and any other relevant regulatory bodies. I expect Vodacom to investigate this matter thoroughly, account for all payments received, refund any overpayments due to me, and explain why I was denied the opportunity to have my complaint escalated through the proper channels.
This entire experience has left me extremely disappointed in Vodacom's customer service. I am disgusted that after making all my payments, providing proof of those payments, spending 40 minutes on a call, requesting assistance from the correct department, and asking for escalation, I was met with rudeness, refusal to assist, refusal to escalate, and ultimately had the call cut off. This is not how customers should be treated.