Non Existent Client Support and Service

<p>On 8th January 2017 I discovered that my name on my Vodacom account had been changed to that of another private individual my package had also being changed! Believing that it would now be very easy for a sim swop to be performed on my account I immediately logged this matter on the Vodacom online ***** site.</p> <p>The next day., 9th January ,I visited the Constantia branch of Vodacom and was interviewed by a Consultant. The Consultant confirmed that this was a serious matter and while I waited he wrote an e mail to his Head Office. I handed over all relevant documentation that would have been required. He promised to get back to me and would also get his Head Office to write to me. He also advised me to log a complaint with their Call Centre as he stated - "the more pressure we put onto them the better”. I logged this matter with the Vodacom call Centre on 11th January both verbally and in writing to the call centre agent. I also requested that my complaint be escalated to a senior member of management as I believe that my financial security has been compromised. I was promised that this would be done.</p> <p>I waited until the 16th January and having heard nothing from the Vodacon ***** Line, the Consultant or their Head Office I again visited the store. The original Consultant that I saw on the 9th was now on leave and I had to see a second Consultant. He took down all the details and made a diary note to get back to me by the 18th January. I again requested a written response from Vodacom’s Head Office.</p> <p>By the 18th January I had heard nothing from the in store Consultant nor the Head Office. I again visited the store on 19th January requesting the contact details of a manager at their Head Office. I was told that they are not permitted to supply any contact information for their Head Office - not even the telephone number! Despite me informing them of the serious nature of my complaint and the fact that this is a potential ***** they were not prepared to offer any alternative. Obviously Vodacom Management is not interested in hearing from loyal clients of 22 years about their serious problems.</p> <p>Later in the day on 19th January I received two sms's from Vodacom advising me that my packaged would be changed on 1st February - each sms mentioned a different package! The Call centre Consultant also phoned me to advise that the matter had been escalated and "management” were investigating. She could tell me why I had received two notifications about two different packages.</p> <p>On 24th January 20017 I received another call from the Call Centre Agent confirming again that my case had been escalated but the only thing she could tell me was that my account had been changed back into my name but that she had no further information or feedback regarding my 8 questions below.</p> <p> </p> <p>As at 27 th January I have still not heard from anyone at Vodacom about the potential ***** complaint I logged on the 8th January nor have I had any feedback from either of the 2 Consultants I saw at the Constantiaberg Shop. I have also received no response whatsoever from any senior official at Vodacom. </p> <p>I await notification about -</p> <p>I need to know how and why:</p> <p>1. The name of my account was changed</p> <p>2. The package was changed</p> <p>3. The sms bundle was not cancelled as promised.</p> <p>4. What is happening about the overcharges for December and January.</p> <p>5. Why was my ***** notification on the 8th not acknowledged?</p> <p>6. Why has it that myself, 3 Vodacom Consultants, a Vodacom store Manager and a Call Centre Agent have tried to resolve this matter and in nearly 3 weeks I am still completely in the dark.</p> <p>7. What package does Vodacom want to give me from 1st Feb.</p> <p>8. Confirmation that the new package will end, like my previous package, in June 2017.</p> <p>I have also written 3 e mails to Vodacom about this matter but all has failed. </p> <p>If this is how hard it is to get a response from Vodacom about a clients breach of security it is no wonder that ********* are attacking their client base with sim swops. I will also be requesting confirmation from Vodacom that my private financial security has not been compromised by the above both in the past and into the future but I would first have to wait for them to decided if they are in fact prepared to react to my many questions.! It is now almost 3 weeks and I am still no further in trying to resolve this matter.</p> <p> </p>