Vodacom denies Liability after evident ***** and Ignores Request for feedback

<p>I logged a complaint in April relating to the following: On 10/12/2016 my mobile services were cut by Vodacom which I reported on 11/12/2016 at Vodashop Morningside centre. When services were restored late 11/12/2016 I found that my Vodacom services were **********ly disconnected in order for someone to create false beneficiaries in my Standard Bank account and transfer R60,000 from my account. The reason for me not detecting this was a direct result of my Vodacom services deliberately being disconnected and all authorizing OTP’s were sent to a twin number. Standard bank has done a full investigation and confirmed this. Vodacom however were very unhelpful during my numerous attempts for them to investigate and Vodacom takes no responsibility for the lost money even though John Elliot finally on 6 Apr 2017 admitted that my Vodacom services were tampered with on 11 Dec and a twin sim was activated without my knowledge “the unique username and password of the relevant Call Centre agent was **********ly utilised to ********ly manipulate the system”. As Vodacom is obviously not protecting their customers as they should, they should reimburse the money lost due to their *********** safety measures. When an obvious leak in their security is found, they should take the responsibility and not merely disregard the losses of their customers. I have got the police case number, affidavits and email correspondence, yet Vodacom renounces any liability.</p> <p>After my initial complaint logged, Daniel Makuwa, requested me to re-send a history of the events with all the supporting documents including Standard Bank’s findings, which I did on 20 April 2017. On 26 April I requested feedback and his response was that no turnaround time can be provided as the matter is handled by Vodacom’s legal department. Since then, I have received no correspondence, even though I requested feedback again on 8 May 2017 and again on 10 May 2017. My Vodacom account was ********ly hacked and all the evidence presented was conclusive to support this. I have been patient during this process, regardless of the fact that I have been suffering financially and emotionally for 5 months now and I continue to carry the financial brunt of this event, due to interest and penalties I am paying on the overdraft money that was ******. My frustration and disappointment is intolerable and I requested the particulars of all parties involved at Vodacom and official written confirmation of the investigation done as well as the outcome in order to escalate the matter to my legal entity but no one at Vodacom is responding to my requests. Vodacom is evidently responsible but does not even have the decency to respond and provide an excuse as to how they could allow this to happen. Consumers should know that their money is no longer safe in their banks if Vodacom is their mobile provider.</p>