Vodacom ***** matter not taken seriosly

I would like to bring to your attention the lack of customer care my mother has experienced with Vodacom. On the 13th of December 2018 she became aware that her personal information was used by somebody else to do an upgrade – she personally went to Vodacom Store in Newcastle and reported the matter.

She was told to report matter to SAPS, indeed she did and she then gave Vodacom Consultant the required documents in order to send the matter to the ***** Department.

To date – there has NOT been a ***** reference number provided to her, she continues to pay Vodacom her monthly subscriptions despite the ordeal, people from the collections team continuously phone and bombard her with SMS’s of “outstanding balances” and that her services will be discontinued.

I do not think this is in line with treating customers fairly especially if your own internal processes are not followed by staff.

Can you kindly escalate the matter to the relevant people who can provide it with the attention it requires