Vodacom ******* sim swap - security complaint!

Serious Complaint!

Two weeks ago we were contacted by Vodacom in Longbeach mall - they stated they wanted to get authorization for a sim card swap. They quoted the cell number to me and stated that a woman had purchased a sim card but that the Vodacom system showed we owned that number (?). I said that we had no intention of giving that number to someone else - and how did she purchase a sim card that had already been sold?! They subsequently said they would convey our decision to the woman at their store. Last week we received an SMS from Vodacom saying a sim swap had been processed - there were no reference or authorization numbers in the sms. I immediately contacted Vodacom customer 'care' and explained that Vodacom had *******ly processed a sim swap without our authorization.

I spoke to a pleasant lady - Thuli at Vodacom customer service in Cape Town she said she'd investigate and get back to me. About 20 minutes later Thuli called me and stated that Vodacom in Goodwood had processed the sim swap and it could not be reversed or cancelled. The best she could do was block it. I subsequently spoke to a 'senior' Vodacom manager who seemed to take little interest in the matter. It seems breaches in client security happen on a daily basis at Vodacom and they don't care. Apparently the same woman who went to Longbeach Vodacom the week before had gone into the Vodacom store in Goodwood, she claimed to have worked for us (which is incorrect). She had not provided any proof of her identity and certainly did not have any proof that we had approved the sim swap. Most importantly Vodacom in Goodwood had not contacted us to get approval/authorization - they had simply processed the swap - one assumes with some money changing hands. Given that cell phone and on-line banking is critically dependent on the use of OTPs and other security measures Vodacom's behavior in this case is grossly unprofessional and irresponsible not to mention ******* - through their ******* actions they have put our security at risk. Clearly I am not the only person this has happened to! Given the unacceptably high levels of crime in the country it is utterly unacceptable that Vodacom has shown so little concern for the seriousness of this matter. I am going to open a ******** case with the police against Vodacom for this ******* activity as well as for putting their clients at risk. I am certain my bank will be in contact with senior members of your staff in the near future. Please note I recorded the entire conversation for legal and not quality control purposes and have handed a copy of this recording to our bank who are investigating.

I require a written explanation from Vodacom explaining how your internal procedures allowed this to occur and what security procedures Vodacom will be instituting to ensure this does not happen again. I would also like to know what punitive measures have been taken with regards to Vodacom Goodwood.

I look forward to your earliest response.