Unauthorized changes to my account/profile

Hello Peter,

The only reason I gave 3 stars is because previous services were good.

We left for the USA on 30 March 2022 and as usual, since 2009, we switched “Roamon” for sms’s two hours before departure. On our arrival in the USA, I bought a Samsung A03 for $150.00 and we were provided with uncapped internet for three months (Apr, May and Jun 2022). I made the USA A03 a “personal hot spot” for my SA Vodacom phone. I would therefore only use the SA Vodacom phone for receiving sms’s for banking notice etc.

On 18/19 Apr 2022 (note SA-USA time difference) I received an e-mail from Vodacom SA stating that “Order ONLINE-*** has been approved”. I immediately e-mailed Vodacom SA back and asked: “I have received a sms from Vodacom4 referring to “Order ONLINE-*** being approved". I have not ordered anything. Can you explain what is going on please?” I received no reply from Vodacom SA while I was in the USA. I kept on using the USA Samsung A03 and hotspot until 23 May 2022.

On my return to South Africa, I send “Roamoff” but failed to deliver. I was unable to phone friends to collect me at the airport. I know I should have the credit of the whole of April and May 2022 on my phone. However, the balance was zero!!!!

I went to the Vodacom shop at Woodlands on 27 May 2022. They told me that my “Roamon” was cancelled on 19 April 2022. I asked by who’s request and who ordered the change? They were unable to tell me and to further assist me.

I phoned Vodacom Customer Care on 30 May 2022. The lady told me that the “Roamon” on my SA Vodacom phone was cancelled on 18 April 2022 on the “internet”. Again I asked by who’s request or instruction and who approved the changes? Again Vodacom SA was unable to provide any response. I had no reason to change my “Roamon” for sms’s because I have the full use of a USA based phone that I paid $150.00 (R2322.00) for.

The lady from Vodacom Customer Care said she would like to reimburse my SA Vodacom account but it is more than R175.00 and therefore above her permitted limit. Lesley said that she will escalate the matter to her supervisor for finalization. I received query ref number *** on 30 May 2022. I later received an sms from Lesley at Vodacom Customer Care on 31 May 2022, saying that the matter will be escalated “to our billing team to assist”.

My concerns are:

1. How were changes to my account made without my request or authority? 2. Who implemented these changes without authority or a request? 3. What prevents any employee to make these unauthorised changes? 4. I was unable to contact my employee after arrival (24-31 May 2022) which had serious security repercussions.

I am a client with Vodacom since 1995 and I have been using Roaming-capability since 2009. It is the first time something like this happened but the fact that “Big Brother” Vodacom can change and manipulate a user’s account is cumbersome.

Vodacom, please resolve this matter.