Vodacom Jhb - Service Level

Ref : 1- ********** **********

Number ********** 456 was part of a ****, where my mother (aged 74) were phoned as the bank and then when she entered a number as requested, her account was hacked and money ******. We do have a case number for this event. However, since 24 July 2018 she has not been receiving ANY sms's to her number ( ********** 456). She has been to the bank numerous times and they confirmed that everything is OK. I then tested her number - she can receive and make calls, receive and send WhatsApp - but only send SMS's. I went to Greenstone Vodacom to assist on Saturday, 4 August. The above reference was given. I then had to follow-up with a contact we have in Vodacom Noord Kaap Mall, and he confirmed that the call was closed as they wrote that they phoned me ( ********** 393) numerous times and couldnt reach me. This is a lie, as I received 1 missed call from them. Is this the customer service after my mothers' Vodacom number was "barred"? According to me, this needs serious investigation - as how can they block sms's without consent? I subsequently raised my issue with Jaco (Noordkaap Mall) and he then opened another ticket (on which I will definitely write a compliment on just now).