Unauthorized Airtime Added Without Consent and SIM Swap Refused at Vodacom Lakeside Benoni

I am lodging a formal complaint regarding unauthorized changes made to my Vodacom account and the unacceptable service received at the Vodacom store in Lakeside Mall, Benoni.

I do not have a debit order on this account. I personally visit the store each month to make payment.

A few months ago, my daughter (who uses a SIM card linked to my account) went to the Lakeside Mall Vodacom store to request a SIM swap after the SIM card was lost. She was informed that a SIM swap could not be processed due to an outstanding balance on my account. She was refused assistance and left without resolution.

Recently, when I went to the store to pay my monthly account in person, I was shocked to discover that the amount had increased significantly. I was informed that a R500 airtime bundle had allegedly been requested and added to my account.

I want to state clearly that I did NOT request this bundle. I did not call Vodacom. I did not authorize any airtime increase. I did not sign any documents, nor did I receive any OTP, verification call, or confirmation message.

When I questioned this at the store, I was told the bundle was requested telephonically. However, when I later contacted Vodacom customer care myself (after being given incorrect contact numbers by store staff and having to Google the correct details), I was informed that the system reflects that the request was processed in-store.

These explanations contradict each other.

If a SIM swap could not be processed because of an outstanding balance and required strict procedures, how is it possible that an airtime bundle could be added without my presence, identification, signature, or verification?

Instead of assisting me through a proper dispute or ***** reporting process, the store staff were dismissive and unhelpful. No immediate reversal was offered. No escalation was initiated. I was effectively expected to accept and pay for a service I did not authorize.

This raises serious concerns about:

• Unauthorized services being added to customer accounts • Lack of proper verification procedures • Conflicting internal system information • Incorrect customer service numbers provided by store staff • Refusal to properly assist when a charge is disputed • Protection and handling of customer account information

As a long-standing customer who consistently pays in-store, this experience is unacceptable. Customers should not have to worry about services being added without consent, nor should they be dismissed when raising legitimate disputes.

I am requesting:

• Immediate reversal of the unauthorized airtime bundle • A full audit trail showing how and where this request was processed • Proof of the authorization allegedly provided • Accountability from the Lakeside Mall Vodacom branch

This matter requires urgent investigation and resolution.