********** Sim Swap, no response from Vodacom

On 12 January a ********** SIM swap was performed on one of the numbers belonging to our company and shortly afterwards a, fortunately unsuccessful, attempt was made to transfer money out of our account. What was particularly concerning was that we did not receive an sms informing us that a sim swap had been requested, we only became aware of it after the SIM stopped working. When we reported it to Vodacom and queried this we were told that shortly before the SIM swap took place the SMS service on the number was suspended. This seems to be a clear indication of the involvement of Vodacom staff.

We were instructed by customer care to send a written report of the incident as well as signature samples and copy of ID to ********** This was sent on 19 January and shortly after sending I received a read-response that the email had been received and read.

We have subsequently received no written response from Vodacom, no confirmation that they are investigating the problem, no feedback at all. When I wrote another email complaining about the lack of response on 12 Feb I received a phone call from a consultant on 14 Feb who knew nothing about the matter at all. He could not give me any relevant information and promised to call me back in 10 minutes. I have heard nothing since.

Clearly Vodacom has no concerns over ***** within their own company and is not a company that takes customer care seriously at all. I am absolutely disgusted with their service and will be moving all our company numbers to another service provider.