Vodacom ***** Department - No Response!

A ''Twin Call'' on my Vodacom business account was **********ly activated over the weekend of the 27th/28th of October 2017. As a result of this, a large sum of money was ****** from my FNB account as the ********** diverted all OTP PIN and Transactions SMS's to the ''Twin Call'' SIM Card.

I immediately reported the above ***** on my account on the 1st of November 2017. The Vodacom branch in Canal Walk informed me that I need to email their ***** department as this is the only way that this department corresponds with their customers. I subsequently sent an email to this department on the 1st of November 2017, stating all relevant details and including all relevant reports of the ***** incidence. The Vodacom branch informed me that the ***** department has between 5-10 working days to resolve this matter. They also informed me that for Vodacom to activate a ''Twin Call'' on your account, they need to receive the following:

- Company Letterhead requesting the ''Twin Call''. (this is a business account) - Certified ID of director and authorised signatory of the company

It is highly unlikely/near impossible that Vodacom would have received the above documents. Find below the response received from the Vodacom ***** Department to date via email:

November 1 - Detailed email reporting ***** with detail timelines, police affidavit, FNB ***** transaction report and screenshot of ''Twin Call'' SMS request attached. November 2 - ''Your case will be investigated by Jabu'' November 7 - Reminder email sent by myself requesting an update November 8 - ''I apologise for the delay, I was off sick. I will get back to you. Jabu'' November 9 - I email Jabu a screenshot of a suspicious message received on my phone during the ***** period to help with the investigation November 14 - Reminder email sent by myself requesting an update November 15 - ''The matter is still under investigation. I will try finalise by Friday (17Nov). Jabu'' November 21 - Reminder email sent by myself requesting an update November 22 - ''I will give an update tomorrow. Jabu'' November 27 - Reminder email sent by myself requesting an update December 1 - Reminder email sent by myself requesting an update

I believe this is terrible service from Vodacom. How can the ***** department of a listed company function so inefficiently? If they clearly communicated a timeline on this matter and contacted me personally, I would be more than willing to wait patiently until the investigation is completed, but it seems that without my constant follow-up emails, the incidence will just be ignored by Vodacom.

In sharp contrast, the FNB ***** department has been in constant communication (email and telephone) with us since this incident. They have also provided us with a detailed report on this matter.

I really do not know how and when Vodacom will respond and how to escalate this matter at Vodacom going forward.