1 reviews | Active since Mar 2013
*****ULANT SIM SWAP
<p>On 3 Nov 2016 I noticed on my cell phone that I didn't have "service". I contacted Vodacom call centre and was informed that a SIM swap was done on my number. I never requested a SIM swap. It transpired to have been done *****ulantly. I visited my Vodacom outlet the same day. They reported the case to their forensic department (case number 1- ********** 8363) I was requested to obtain an affidavit and a new SIM card was installed to my phone. The case is handled by Mr Paul Macpherson at Vodacom.</p> <p>Later that afternoon I tried to log into my internet banking Standard Bank. There was a message on the screen that my card was blocked and that at least R60000.00 was *******y drawn. It later became known to be about R98610.50. Standard Bank was able to retrieve about R91000.00</p> <p>On 27 Nov I received an e-mail form Mr Macpherson (Vodacom) "......the SIM swap was unauthorised and **********". He claims that an SMS had been sent to me informing me of a SIM swap request and that I never responded to the SMS. I DENY that I ever received such a mail. He also claims that the SIM swap did not cause the losses suffered by me. Mr Macpherson then strangely enough admitted that cell phones are being used to obtain banking logins inter alia by ********** SIM swabs. He then goes into detail how Call Centre staff can authorise a SIM swab with their own security details "only known to them" Further (in my case)..."the unique username and password of the relevant agent was *****ulantly utilised to ********ly manipulate the system and circumvent security processes to perform the SIM swap"! I requested a confirmation and proof of the said SMS allegedly sent to me. I never received such proof or ANY feed back from Vodaacom whtasoever.</p> <p>In spite of his own admission as above, Mr Macpherson came to the following conclussion in his e-mail:"....Vodacom denies that it was the cause of any such loss".</p> <p>I rep**** to Mr Macpherson on 5 Dec 2016 stating the above. I also requested an urgent reply and requested Vodacom to please just refund me with the difference of R8610.50 seing I'm a 74 year old pensioner and have been a Vodacom customer since its inception.</p> <p> </p> <p>In spite of follow up telephone calls to Mr Macpherson ( ********** 843) and e-mails ********** I have had NO reply whatsoever.</p> <p> </p> <p>I find this very unfortunate to say the least.</p> <p>DR AD BARNARD</p> <p> ********** 363</p> <p> </p>
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Waiting for your reply
Andre Barnard
Waiting for your reply
Andre Barnard
Vodacom Consumer Website Team
After reading your reply again, I find your wording very strange ............"Thank you for making us aware of your complaint." You should be aware of it since 3rd November. I wonder why you suddenly come alive after this post on HelloPeter, because I've been trying to get a response from Paul Macpherson for a month just to be completely ignored.
You can start your reply by forwarding me with the alledged SMS warning me of a request of a SIM swap on my phone that had been sent to me according to your Mr Paul Macpherson. I'm more than willing to supply you with correspondence between Paul Macpherson and myself. I know that all calls to your call centre are recorded. I would advise you to please listen to them.
Andre Barnard
Vodacom Consumer Website Team
After reading your reply again, I find your wording very strange ............"Thank you for making us aware of your complaint." You should be aware of it since 3rd November. I wonder why you suddenly come alive after this post on HelloPeter, because I've been trying to get a response from Paul Macpherson for a month just to be completely ignored.
You can start your reply by forwarding me with the alledged SMS warning me of a request of a SIM swap on my phone that had been sent to me according to your Mr Paul Macpherson. I'm more than willing to supply you with correspondence between Paul Macpherson and myself. I know that all calls to your call centre are recorded. I would advise you to please listen to them.
Andre Barnard
This is the reply I received from Mr Macpherson (Vodacom):
"I trust that you will appreciated that Vodacom is not the custodian of your money, your enquiry relates to how access was gained into your internet banking profile prior to the sim swap being done."
This is my reply:
"With respect, I think you're missing the point. I never alleged that Vodacom is or was the custodian of my money. The point is that, due to the fact that Vodacom allowed a ********** SIM swap to be authorised without my knowledge, was directly the cause of the loss of my money. Putting it differently; without the SIM swab the ********** would not have been able to gain access to my bank.
I'm again requesting a proof of the SMS that was sent to me stating the date and time it was sent and that it was indeed delivered. Again, with respect, to just tell me that it was sent is not enough proof/evidence and won't stand up in court should it become necessary."
Conclusion is: Vodacom admits lack of security on their side with a ********** SIM swap as result. Now the plea innocent! I'm still waiting for proof/evidence of the warning SMS that had been sent to me prior to the sim swap! Because of all this I lost almost R100000.00!
This is the reply I received from Mr Macpherson (Vodacom):
"I trust that you will appreciated that Vodacom is not the custodian of your money, your enquiry relates to how access was gained into your internet banking profile prior to the sim swap being done."
This is my reply:
"With respect, I think you're missing the point. I never alleged that Vodacom is or was the custodian of my money. The point is that, due to the fact that Vodacom allowed a ********** SIM swap to be authorised without my knowledge, was directly the cause of the loss of my money. Putting it differently; without the SIM swab the ********** would not have been able to gain access to my bank.
I'm again requesting a proof of the SMS that was sent to me stating the date and time it was sent and that it was indeed delivered. Again, with respect, to just tell me that it was sent is not enough proof/evidence and won't stand up in court should it become necessary."
Conclusion is: Vodacom admits lack of security on their side with a ********** SIM swap as result. Now the plea innocent! I'm still waiting for proof/evidence of the warning SMS that had been sent to me prior to the sim swap! Because of all this I lost almost R100000.00!
NO reply from Mr Macpherson since my last mail to him on 6th Dec 2016!!
NO reply from Mr Macpherson since my last mail to him on 6th Dec 2016!!