Disappointed in Vodacom

Very, very disgruntled with the Vodacom contracts department. How can someone upgrade a contract without proper ID verification? They only ask basic identification information (ID, email address, debit order date etc.). Why don't you add an additional security measure like an OTP while on the call with a client?

Now someone from Cape Town has upgraded my contract without my knowledge, and I have to pay for something I do not have or own? This is really disappointing and frustrating.