Urgent: Vodacom Account Security Breach and Unresolved Service Issue

Dear Vodacom Customer Service,

I am writing to express my deep frustration and disappointment regarding a recent security breach and the subsequent handling of my case by Vodacom.

On June 10th, after 17:00, my Vodacom cellphone number was hacked. The unauthorized person locked my number, preventing me from making or receiving calls, and used my WhatsApp account to solicit money. I immediately contacted Vodacom to report the issue. During the call, I was asked several security questions, such as my last recharge details, the method of recharge (bank or voucher), and my location. Following this, I was informed that my number had been unlocked. However, when I attempted to make calls, the issue persisted.

I contacted Vodacom again the following day and was advised to visit a Vodacom shop to perform a SIM swap, for which I paid R50. I was instructed to wait for three hours for the new SIM card to activate, but after this period, my number still did not function. I called Vodacom once more and was told that I needed to obtain another SIM card.

I am extremely frustrated that Vodacom's security measures did not prevent the hacker from repeatedly unlocking my number using the same information that I provided to lock it. Despite informing Vodacom that I would report this incident to HelloPeter, I only received adequate assistance after expressing my intent to escalate the matter. I also made it clear that I would not return to a Vodacom shop until the problem was resolved on your end.

Additionally, the hacker depleted R300 of my airtime and requested a R300 advance. Fortunately, Vodacom reimbursed me R600. However, this situation highlights a significant flaw in Vodacom's security protocols, which should be addressed immediately to prevent further incidents.

It is unacceptable that customers without immediate access to transportation are left vulnerable and must endure additional hardships to resolve issues caused by security breaches. I urge Vodacom to enhance its security measures and ensure that such incidents are promptly and effectively addressed without placing the burden on the customer.

Thank you for your prompt attention to this matter. I look forward to a swift resolution and improved security measures to protect all Vodacom customers.