Horrible customer service

I am writing to formally lodge a complaint regarding an unauthorized SIM swap on my mother’s Vodacom number, which took place on 19 February 2025. Typically, a SIM swap request triggers an SMS or a call to the affected number, but in this case, no such notification was received. Upon contacting the Vodacom call center, an agent confirmed that the SIM swap was processed via the Tobi system—without my mother’s authorization.

Furthermore, Vodacom has refused to reverse the unauthorized SIM swap, stating that my mother must pay for a new SIM card and complete the process herself, despite this being an error on their part. This is an unacceptable inconvenience for a customer who did not request this action.

When we escalated the matter and requested to speak to a team manager, we were referred to Siyabulela. His response was dismissive—he insisted that he personally did not process the SIM swap, that it was done by the Tobi system, and that he is “not Vodacom.” When we emphasized that the SIM swap was unauthorized, he suddenly claimed he could see the SMS notification, contradicting the fact that my mother received no such message. Instead of investigating the issue, he simply stated that my mother must redo the SIM swap herself, disregarding the severity of the situation.

No turnaround time (TAT) was provided for an investigation, leaving us with no resolution or assurance that this will not happen again. The reference number provided for this issue is A3-6XWJ-5C7SB.

We demand an urgent investigation into:

How this unauthorized SIM swap was approved without customer consent. Why no SMS or call notification was sent prior to the SIM swap. Why Vodacom is unwilling to reverse the swap despite acknowledging that the customer did not authorize it. Immediate corrective action to resolve this issue and prevent future occurrences. We expect prompt feedback and resolution on this matter, as this raises serious concerns about security and customer rights.