APPALLED AND DISGUSTED!!

<p>On the 12th of May 2016, a ********** sim swap was done on my vodacom cellphone number. Shortly after the sim swap, hackers managed to access my bank account and managed to transfer/***** money out of my account.</p> <p>After contacting Vodacom, an investigation was launched and I was told that this matter would be resolved within 7 to 10 days but instead it is now heading for 7 to 10 MONTHS!! </p> <p>A few months into the investigation, I was told by the senior investigating officer that vodacom only keeps call recordings and documentation for 2 months - which is apparently not the case after consulting with numerous different vodacom employees.</p> <p>Due to this time lapse and the investigation taking so long, the investigating officer was 'unable to obtain any records' of the sim swap that had occured.</p> <p>On the 9th of October, I recieved an email from the investigating officer stating that the sim swap was UNAUTHORISED AND THEREFORE *****LENT.</p> <p>The investigating officer (who is extremely difficult to get a hold of) told me to draft a Letter Of Demand and email it through to him for the amount of money that I had lost and he would forward it to the legal department. This letter was emailed through to him on the 17th 0f October 2016. </p> <p>Only on the 11th of November did the investigating officer realise that this case had been going on since the 12 of May 2016 - which is disgustingly shocking!!!</p> <p>Between the 17th of October and 5th of December 2016, after contacting Vodacom Headoffice on countless occasions, I was transfered from person to person only to have the phone put down on me ON NUMEROUS OCCASIONS!! It is impossible to get through to anyone in a higher position. I am also still awaiting the "I will phone you back" phonecall from the KZN regional manager since June 2016!!</p> <p>On the 5th of December 2016, i recieved an email letter from the legal department stating "following our invesigation, and while we sincerely regret any loss that you may have suffered, Vodacom denies that it was the cause of any such loss. In the circumstances, Vodacom disavows liability herein." Also in this letter, reference is made to a Vodacom cellphone number which is not even the correct number that the ********** sim swap was done on - which only leads me to believe that this is a standard letter that the legal department drafts and sends out to its customers and only change the name and number of the customer in which case they failed to change the reference to my cellphone number or they got my case mixed up with a different case.</p> <p>During this whole investigation, I was told that Im not allowed to cancel my cellphone contract and I still had to pay my monthly debit order of R118.50. In the meantime, I am now still paying for this contract every month WHICH I AM NOT EVEN ABLE TO USE!!! Vodacom does not even want to reimburse me for these past 8 months that i havent been able to use this cellphone number/contract! </p> <p>It is absolutely appalling and disgusting that Vodacom can treat their customers in this manner and get away with it! Everyday Vodacom advertises how they will make a guaranteed millionaire every month in their "Play Everyday" competition yet they dont give a damn about their customers who have always been loyal in paying and have been with the service for years! As soon as you have any issue, they simply wipe their hands of you!!</p>