Sim Swap taking 5 days? Dishonest Employees...

Summary: Sim swap takin 5 days so far Calls dropped Calls blatantly put down on IndividualS blatantly lying Not returning calls Being ignored 100% eventually

Details: I started the sim swop journey on Sunday. Today is Thursday evening. Went to vodacom V&A for sim swap on Sunday. Was told that I will have to submit docs as the account is that of my husband. I had docs ready because I know the drill. Apparently the man then submitted my docs and I would receive communication within 48h via email. Usually sim swap is done at the presentation of these docs without any waiting period. ANever received any form of communication. Went back two days later to be told to come back later same day. Went back again as suggested on Tuesday. Told that sim swap can’t be done after 6pm (Roger did not mention this earlier when I was told to return later). Was given the name and number of supervisor, Mark, who has always already left for the day. Return again on Wednesday. Lady assistant helping me said I didn’t even need to submit docs in the first place and then processed a sim swap in 5 mins. Warning that it will only be active in 24h (every time previously they say that, I insert the sim immediately and it works). This time I inserted a few hours after sim swap was processed but it turned out to not be active. Then I waited the 24h, and more for in case, and swap was still not active. Now it is Thursday. I called the number given to me by the sales associate in store. First it is Cellucity, and then transferred to Vodacom and then back to Cellucity, etc, etc, etc. I eventually speak to someone called Carlo, who is supposed to be an assistant manager. I explain that I need to check the status of my sim swap (before even starting to complain about what I have been through). Carlo then asks me to hold the line. He returns saying that, yes, he can see the documents have been submitted as I have claimed. I ask him how he could know that as he has not even asked the number in question or any other identifying info (I was calling from a random other MTN number). He blatantly drops the call without a word. I then start phoning again to different extensions for a total of about 30 mins total waiting time as I stay on hold or keep being transferred.

Eventually, I call the Gardens Vodacom store, out of frustration. They are very friendly and helpful but advise me that they have constant complaints about V&A branch “and they somehow get to keep their jobs”. Gardens branch advise me that the system says that my sim swap is pending and they will try to contact V&A to correct the matter on their side as it is long overdue.

Nothing back from Gardens branch (who closed 30 mins after I called) and not a word from V&A, off course.

Again, I try both Vodacom and Cullucity for 6 calls without answer. Once, a man called Dylan answers. I explain my situation, briefly, and calmly, as always, but insisting this time that either he gets someone to talk to me without being transferred or put on hold again, or he gets the shift supervisor (who was busy at the time) to call me back. I tell Dylan that I will be factual in my Hello Peter report. Therefore, if the supervisor does not return my call on the same day, his name will also appear on Hello Peter. Attitude follows unfortunately, but I am assured that someone called Dylan will call me back.... He says there is another Dylan in store. I ask what the position of this Other Dylan is, and was told that he is a sales associate... Dylan, after me refusing to just be put down on again, reckons it’s “unfair that the Vodacom store don’t do their jobs and I will march over there and tell them to deal with your request”. Now about 4h later on Thursday, no calls received, no email reply, and no answer from either Vodacom or Cellucity.