Bad customer care not sorting out ***** account for months

Dear Recipient,

***** had been committed on my account. It started in February 2025 when I received a sms that my contact details been changed. I notified the store immediately. A month and a half later three unauthorized debit orders were collected from my account. Needless to say, I immediately acted again. We were required to supply an affidavit with stating that we did not authorize any additional payments and contracts.

My husband contacted the lady at Vodacom bayside who assisted with the *****ulent contract. Biometrics were not done from her side otherwise she would have picked up immediately that this is not the same guy, the application form was completed by someone else than the customer himself, only crucial detail were placed in the contract, the rest left out, making it impossible to get hold of the *****ster. Why send the pin number that need to be entered on the system to another number than provided on the system? No record of numbers changed on the system. Why would the address be one in Gauteng for someone who lives in Cape Town, why did he not provide proof of residence? Why all the different email addresses? The lady even mentioned that this guy is a regular at their store. After speaking to my husband, she was supposed to submit the case to the ***** department, report, flag the account, blacklist the sim numbers etc. Up to today she did not do anything.

I reported all of this to Vodacom ***** department; I had to follow up numerous times. Feedback, all sorted. No, it was not sorted out, the main number and another number were still active. Vodacom wanted me to go and get another affidavit from the Police Station to state the same. Although this was part of the initial letter and detail. Again, they said it were sorted out. At this time, I found out that this guy purchased another contract at another store in Cape Town. How is this even possible after the account were supposed to be flagged for *****, Identity theft was submitted on SAFPS.

After how many struggles on other aspects of my Vodacom account which gets paid on a monthly basis, I cancelled my FIBRE account were the ***** had been committed, paid the fees because I did not renew the contract, cancelled late, all because I were waiting for Vodacom to sort this out.

Another unauthorized debit order was raised against my account on the 25th of October 2025. Who gave these instructions? If you phone Vodacom nobody can give you answers or assist you. The same number that was supposed to be cancelled and marked as ***** are still active. This person is paying his account cash every month and has taken out another contract in the meanwhile. An account with outstanding debt of R4700? A closed account? Supposedly?

Somebody is not doing their job. I am being affected by this.

I don't know who to contact or speak to get this sorted out. It is unacceptable that I am the one that needs to follow up constantly, just to find out that nothing actually been done.

I would like this matter to be resolved, in person by someone who knows what they are doing and will actually show results.

This is entirely my problem to sort out, a problem that were not caused by myself.

Thank you.

Regards, Cindy Marais