Pathetic ***** Investigation Process

In the beginning of October 2017 ********** got access to Vodacom's account system (quite easily I must add) and with much apparent ease **********ly opened 4 data bundle accounts on my wife's mobile account. We became aware of the ***** a week later, when unexplained amounts of money were deducted from my wife's bank account while she was trying to upgrade her mobile phone. We reported the matter to Vodacom who opened a ***** investigation and told us that the investigation would be completed within 14 business days. We gave Vodacom the ********** numbers and requested that the numbers be suspended to prevent further loss for both my wife and Vodacom.

Over the next few days I enquired, through the call centre, on the investigation progress as my wife is anxious to upgrade her phone. But, because of the ***** investigation this cannot be done. With every enquiry I would be told that the investigation is still ongoing and got issued a new reference number, by a very *********** agent. Three weeks later I had three reference numbers and no indication of progress. In fact, with the many reference numbers I was just getting sent from pillar to post. At the end of three weeks no another huge amount of money was deducted from the bank account (by Vodacom). I phoned and demanded to talk to the manager of the ***** investigations department (By the way. Don't ever try to physically go see someone at Vodacom. Its impossible. I'm told that Vodacom does not see members of the public). Once I got to talk to a ***** analyst (per telephone) I found out that nothing had ben done about the case over the past three weeks. The analyst was very helpful and completed the investigation while I held the line (makes one wonder why nothing was done for three weeks, if so little work was involved). She issued me a new reference number again and told me that the accounts department had to do a refund, after which the investigation would be completed. She issued them with a refund notice.

I waited another week and followed up again. Lo and behold, the investigation was still not completed and another R7000 was going to be deducted from the bank account! On enquiry I was told that I should not get upset as it can take another 14 business days for the credit to be processed and that I should not worry as Vodacom will give back the money. What Vodacom seems to misunderstand is that they are depleting the bank account and putting my wife in a position where she cannot pay her other commitments! So, six weeks since the ***** case - which should have been completed in 14 working days - was opened; it is still not resolved. What I have learned over these six weeks is that: 1.) Vodacom systems are apparently very unsecure and their customers' account details are at risk (can't wait for the POPI act to come into effect). 2.) Vodacom has no interest to retain customers and put an expedient end to ***** committed on their systems (this case involved over a 100 customers who had ***** committed on their accounts in one branch and six weeks later the matter is still open). 3.) Vodacom management will not talk to their customers. 4.) Vodacom customer care personnel are very ***********.