Vodacom SA Enabling ********* to De***** Ordinary Citizens

Firstly:

On Wednesday, 4th of August 2021 – my primary cellphone number (that’s on another network) was cloned and the culprits performed a sim swap and moved the number to a different network. One of the ********** transactions they committed was a purchase from Vodacom with the following details:

05/08/2021 Vodacom Service ProvGautengZA R850.00

When my bank brought this to the attention of Vodacom citing that this transaction was/ is ********** and not a valid purchase from the account holder, Vodacom’s response was that they aren’t able to reverse the transaction and refund the amount as they had already delivered the “product”.

The fact that this was a ********** transaction could not move your company and its employees. I suppose the message here was that the account holder should have been more careful. I’m not sure if I should conclude that Vodacom SA is willing to make money at all costs even when there’s compelling proof on a ********** conduct.

Secondly:

Yesterday, Monday, 6th of September 2021, I got a strange text message from Vodacom SA saying:

“Dear *** YYY! We’ve received your Vodacom order K***, and it will be dispatched soon. Didn’t placed an order? Email ***”

And later on in the day I got many other texts including the one with delivery details. Early this morning, I received another text confirming the delivery address for the order and tracking details. I called the delivery guy and advised him of the ***** that was committed as I never bought items at Vodacom and not expecting any order. I pleaded with him not to deliver but afford me time to go to Vodacom to investigate and also alert the police.

I immediately went to the Vodacom Shop at Nicolway Centre in Bryanston hoping that I’ll be able to get the necessary help. I was advised of the account that was opened under my name and ID including the items that were purchased. Unfortunately, the lady that was helping me indicated that there are no documents on the system relating to this ********** account under my name.

I went to the police with the hope that I’ll be able to open the case and ultimate go with the police to the address that this phone and watch that were bought **********ly under my name, were supposed to the delivered. The police needed the actually documents that are on the Vodacom system so as to corroborate with mine and this, they said, will enable them to open a ***** case.

I then called the Vodacom call centre and was put through to a gentleman called Lihlithemba Zuma who tried to check and verified the information relating to this ***** account. All the information does not pertain to me, that is, the banking details, residential and delivery address and the ID must also be ****.

I asked Lihlithemba for the exact info that’s on the Vodacom network to be sent to me via email so that I can open a ***** case. Unfortunately he could not help and advised that he will speak to his manager, her name is Babalwa (and the surname I think he said is Zanani).

Babalwa is supposed to send me all the information relating to this account that’s under my name so I can open a ***** case. Up to now, I am still waiting for her to send through the information. Again, the message here is being nonchalant about *****! A posture that I believe runs deeply in your business dealings. Perhaps I need to be proven wrong!

Needless to say that, what’s shocking me is that:

1. A ******** was able to open an account at Vodacom and successfully bought items under a cloned identity 2. When I called Vodacom Call Centre, they actually confirmed that there are no documents on their system under this ********** account. Documents such as the proof of resident, ID copy, proof of banking details and the contract 3. Ease of opening and purchasing items at Vodacom by ********* and 4. The fact that, there appears to be no need for the supporting documentation from the “purchaser” 5. How was this transaction authenticated to the extent of sending a dispatch message to the courier (RAM) to effect delivery 6. Could there be a ******** syndicate within Vodacom that operates in partnership with ********* 7. The difficulty to get help and the necessary information from your own people so that this thing could be reported to the police for further investigations 8. The attitude is definitely not client-centric but rather obsesses over internal Vodacom processes that have now been proven to be less about “authentic sales” but “selling at all costs”

I am sick and tired of your network and platform that appears to be in bed with ******** elements. You as Vodacom seem to be making it easy for ********* to continue perpetuating their untoward ends!