1 reviews | Active since Apr 2022
Absent management enabling organised crime to thrive on their systems
More than a month ago a *****ulent sim swap was done a on my business account phone number that followed by unauthorised transfer of funds from a bank account. This incident was immediately reported to the customer care / Investigations department however, today more than 21 business days later the organisation is still unable to provide me with the business unit and names of the staff member (s) that allowed for ***** to occur. Specifically Enoch Masingi the forensics person allocated can only report to customer care "that the case is still ongoing" and as a premium corporate customer of Vodacom's mobile service not one person has bothered to contact me to provide ANY comfort the appropriate seriousness is being app**** to solving the issue. Despite driving to Head Office in Midrand and waiting 1 hour to see a customer service person (Forensics management is apparently unavailable to speak to ***** victims..) nobody is forthcoming with addressing the serious breach.
The reference number allocated to the case is frequently "closed" and a new reference only opened when I refresh the query. Absolutely no accountability from anybody.
My letter of 9 Nov to Vodacom asked for the following:
"Immediately provide me with the following relating to the SIM swap that Vodacom processed on Wednesday: - All documentation that you have including the letterhead authorising the request - The customer business unit where the request for SIM swap was processed - The Vodacom Employee on which authority the SIM swap was processed - The reason why no notification was sent out to the the user PRIOR to the SIM Swap. None of these questions were answered by the case officer, Mr Masingi and that after significant time had passed. More concerning was the same investigating officer is authorised to absolve the corporate of its liability responsibility to ensure that many key controls were magically ignored.
I do not accept this diminution of responsibility from Vodacom and I need to escalate this to senior management
My letter of 9 Nov to Vodacom asked for the following:
"Immediately provide me with the following relating to the SIM swap that Vodacom processed on Wednesday: - All documentation that you have including the letterhead authorising the request - The customer business unit where the request for SIM swap was processed - The Vodacom Employee on which authority the SIM swap was processed - The reason why no notification was sent out to the the user PRIOR to the SIM Swap. None of these questions were answered by the case officer, Mr Masingi and that after significant time had passed. More concerning was the same investigating officer is authorised to absolve the corporate of its liability responsibility to ensure that many key controls were magically ignored.
I do not accept this diminution of responsibility from Vodacom and I need to escalate this to senior management