''Sorry I won't be able to help you''

Item: Vodacom
Rating: 1
Author: Lungile M

I lost my pre-paid sim card, so I wanted to do a sim swap. I bought a new sim card, I Rica'd it and then tried to do the sim swap over the phone by dialing 100.

The agent on the customer care said, ''sorry I won't be able to help you'' because my number has been flagged for sim swap *****. I was refered to a direct shop, but still NO help at all.

The number in question is linked to all my personal information, which I told the agent. His response was you can always change to a new number. THIS IS RIDICULOUS!!!...why should I be inconvinienced; I didn't commit any *****, so why should I struggle to do something that should take a couple of hours.

I NEED THIS MATTER RESOLVED VODACOM!!! I cannot afford to lose this number just because someone flagged my number for sim swap *****. I DID NOT do anything wrong. If I can change to a new number, which is what one of your agents suggested, I might as well change to another network.

Lungile. **********

Helpful (0)

Replies (3)

Vodacom's replyOfficial

28 Mar 2019, 15:16

Dear Customer, Thank you for making us aware of your query. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via WhatsApp to request your personal details Regards, Vodacom Consumer Website Team

Vodacom's reply28 Mar 2019, 15:16

Official

Vodacom's replyOfficial

28 Mar 2019, 17:26

Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction with our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organization.
Kindly note, records indicate that in order to process any SIM Swap, you'll need to visit a Vodacom store. This is to prevent ***** and also for the security of your account, as well as Vodacom. Please accept our sincere apologies for the aggravation caused.
Regards
Vodacom Consumer Website Team

Vodacom's reply28 Mar 2019, 17:26

Official

Lungile M's updateReviewer Update

28 Mar 2019, 17:57

I already went to a Vodacom outlet but they didn't help me...so I tried to do the sim swap over the phone...I need this number restored to me. It's my number which, I've been using for years... I honestly shouldn't have to suffer like this to get my number back...

Lungile M's update28 Mar 2019, 17:57

Reviewer Update