Sim Swap hell

<p style="background-color: #f5f6f5;">I lost my phone last week Thursday. 27/10/2016 I called voda to lock the line and blacklist the phone. this was done promptly and I was able to go to the police and report the lost phone. follow that I was able to have the phone replaced by the Cellsure insurance on Friday afternoon. 28/10/2016. that is when my nightmare started.</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">firstly why must I wait for the full 24hrs? </p> <p style="background-color: #f5f6f5;">anyway, i had to wait from Friday 16:09 till 16:15 the following day. following the sim swap I had to call voda to unlock the line. which I was told was a separate process and it would take another 1 to 6 hrs. I waited the following 6 hours and was not reconnected at the end of the 6 hours. </p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">I called voda again on 30/10/16 in the morning. a line sync was done and the line was not resolved. I was told that I might have the wrong sim card... I requested and escalation of the issue that is when the issue was logged with back office specialist. that is what I was told. I have not received a reference for that escalation or the called logged at the time. meanwhile, I still do not have gsm services on my phone. I do have data services.</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">following that I called voda again last night. </p> <p style="background-color: #f5f6f5;">I had the unfortunate pleasure of speaking to a lady whose name I did not get correctly. but I think it was Talab Smith this lady was not helpful. as a result, I requested to speak to her manager and she put me on hold for 5 minutes then she came back and indicated that she would put me through. she put me on hold and transferred the call. the call was answered but nobody spoke to me, I could hear people speak in the background but no one spoke to me for about 5 mins at which point I hung up and called back. I was put through to the same consultant... she put me through to Zolile who was the one who had not spoken to me for 5 mins having picked up the call. he was also not helpful indicating that I need to wait for another 24 to 48 hrs for the back office specialist to address my situation. he was not helpful indicating that there was nothing he could do. I requested to speak to a manager.</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">I was put through to a very rude Carl who would not tell me his surnaming. saying that he was the only Carl in cape town. I asked him how I want to draft an official complaint and I specifically wanted to note him in my complaint and he said he was the only Carl in cape town and everybody would know whom I was referring too... I found that to be very rude. that is not how you deal with a customer and I recommend that the only Carl in cape town be reprimanded for his conduct. following that he was not helpful indicating that he would escalate the case so that the specialist can address it first thing on Monday morning. 31/10/2016 at 8:00am. I have received no feedback on this escalation. I still do not have any gsm services on my phone.</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">I have attempted to follow up this morning and have received two reference numbers but no resolution or communication on the issue and progress or possible resolution.</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">1- ********** 9177</p> <p style="background-color: #f5f6f5;">1- ********** 6014</p> <p style="background-color: #f5f6f5;"> </p> <p style="background-color: #f5f6f5;">I still do not have gsm services on the phone. I cannot be expected to wait for another 24 to 48 hrs. there has to be someone at Vodacom who can assist me. or at least talk to me. the most important part of managing issues is communication with the customer. Vodacom's lack of competent staff and effect resolution processes is apauling </p>