Hello Peter: EC-1KX7-2RL7A3

PREVIOUSLY

Hi Unathi

Thank you for taking my call.

As discussed the sim swap has been processed as requested for ********** 242 with the sim number ********** ********** 977198 as requested.

The sim swap can take up to 1-4 hours minimum and 24 hours maximum before it is processed.

I trust you find this in order.

Kindly note this is a complementary email and no reply is required. Should you have further queries, please don't hesitate to contact us again in future.

Regards, Jabulile Nazo Vodacom Social Media Team

On 12/06/2017 02:20 PM, Unathi Pupu, wrote:

Hi Jabulile

The current balance is +R12, last phone used with sim is a Blackberry 9790 and you can contact me on ********** 580.

Regards

Unathi

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Hi Unathi

I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.

In order for us to access your account and assist please confirm the current airtime balance or the make OR model of last handset / modem / device used with cell number

Alternatively please provide us with and alternate contact number and a convenient time.

Regards, Jabulile Nazo Vodacom Social Media Team

On 12/06/2017 12:27 PM, Unathi Pupu, wrote:

vodamail.co.za>

Good day

Simswop request for ********** 242

On June 10, 2017 at about 15:50 pm I called in 082111 from the number ********** 580. At the time I was using consumer right of easy access to services provided by the leading network in South Africa. I spoke to a consultant(Dineo) regarding the above mentioned request.

She took me through the normal procedure which I assumed it is to prevent ***** and ******* transactions, after positively positively authenticating me and claiming to be processing, a worrying moment of waiting turned to shocking findings, "she claimed to have called my number and it was busy" so obviously I wanted to know what does me requesting a simswop has to do with what she telling me, She responded she cannot process a simswop if the number is busy so I obviously objected, she the promised to prove it with a conference call however moments later she just became abrupt, rude and unprofessional, displayed the best way of abuse of power, she arrogantly raised her voice telling me she is going to flag my number for ***** and if I want to do a sim swop I must go to a Vodashop.

I understand the procedure and process employed by the service provider in effort to prevent and protect however I have issues here due to Dineo,

*my first issue is when she authenticated me she did not disclose the full procedure to process a telephonic simswop, she failed to mention to that as part of a simswop process she actually needs call the number in question to verify which to me it is very funny as if I lost my phone it could be anywhere and maybe active or live, so due to that does that me I qualify to be discriminated and denied service as it seems to her if the number is lost then it must be literally off,

*my second issue is she said to me she was processing and to me that means she is waiting for the simswop request to go on the system not further authenticate without advising me, She played with my emotions as she raised my expectation.

*thirdly she promised to give evidence of her further actions and failed then went on a defensive mode which only protected her but did not benefit the service provided or the customer.

I do not live next to a Vodashop hence I rely on 082111 however the drastic measure that she took means I must now find means for a travelling fare as well would need to purchase another simcard from the store which can be any amount see fit by the store as long it does not exceed sim manufacture cost.

All this because Dineo **** and misguied me she made false claims then displayed arrogance and abuse of power using policy and procedure to justify her actions.

Regards

Unathi Pupu

CURRENTLY I cannot perform a simswop due my number being flagged from the above incident, I logged a dispute reference Hello Peter: EC-1KX7-2RL7A3, since the acknowledgement nothing has happened since yesterday 15:03 when I responded I need my number mmmediately lifted from this possible ***** flagging so I can follow the normal process to do a sim swop or as Jabulile Nazo exercised, I need a solution before the end of business today please call me on ********** 816