***** at Vodacom Mall of Africa

My iPhone 11 Pro got ****** on the 27th of August at Mall of Africa. In an attempt to try use the iPhone “find my phone” app I was told by a consultant at the Apple store that I need to do a sim swap at Vodacom so that we can try track my phone. I rushed to Vodacom at Mall of Africa and was assisted by Takalani who is a sales assistant there. He then told me that because my ****** phone is insured I would not be able to do a sim swap and use the SIM card on another phone because I would be in breach in terms of the insurance contract. He then suggested to block my SIM card and to blacklist my iPhone 11 Pro , ensuring me that no one will have access to my phone, my apps etc. I asked him again if he was sure because I have my banking app and private content on my phone - he reassured me. Then he told me to open a case with SAPS so I can claim my insurance. Which I followed through as per what he told me. The next day on the 28th of August, as I was about to withdraw my money from the FNB ATM, I notice that my money from my account (which amounted to 10k+) was gone. I rushed to FNB to open a ***** case and then I went back to Vodacom at Mall of Africa. I told Takalani what had transpired and then asked to speak to the Manager , his name is Lenon. The manager had no sympathy and even told me that I should have known better and called my bank immediately after my phone was ****** but I explained to the manager and Takalani that because of what Takalani had told me and reassured me that no one would have access to my phone, I trusted him because he is an employee of Vodacom and I have been a loyal customer to Vodacom , also I told Takalani and was honest of my fears around my phone getting ****** and he reassured me that no one would have access to my phone.

The manager was very hostile towards me and made me feel like my situation was just nothing to him. He didn’t care at all. I even pleaded with him to try keep the phone that I was going to get that day but because of my money getting ****** I could not afford the excess fee. He said he wouldn’t be able to keep it, only till I asked him again if he could please keep it for 3 days - he agreed. No sympathy at all.

I felt really frustrated by the customer service and really disappointed in the brand. I have had my cellphone contract for years now and even an insurance with Vodacom but it seemed like the manager did not see any value in me. Or sympathise with my case.

Vodacom sales consultants should be trained to not give customers false expectations. Secondly, it felt like the sales consultant was part of the ***** because he said he blocked my SIM card and blacklisted my phone so no one could access it but never told me to call my bank and block my banking app, instead he gave me empty promises which resulted in me losing so much money. When it could have been avoided.

And also as Vodacom, why can’t phones that are insured do a sim swap? How are we meant to track our iPhones if we can’t do a sim swap which will allow us to track the phone on a different device?

I’m really disappointed and emotionally in distress as we speak because this all could have been avoided if only Takalani had told me the truth and not give me false hope.