Vodacom - Supporting ***** or trying to prevent it?

<p>We became aware of a ********** add on cellphone account on my wife's Vodacom account that was activated on 22 May when a debit order went through on the 26th of May 2016. We asked for supporting documentation, to have the line blocked and to investigate the ***** on the same day. We were told that we would hear back from Vodacom but all we got from them is silence. On the 3rd of June after spending several hours on the phone we were told to write an affidavit and send supporting documents to a centralised Vodacom address and they will start a ***** investigation. The account was finally locked on the same day. Contract documents were requested from Vodacom to complete the affidavit but they did not want provide any or even tell us at which branch the add on contract was done. Finally after getting assistance from the New Market we found out that the add on was done at Nelson Mandela Square branch. The manager at Nelson Mandela Square finally emailed me the contract documentation indicating that the only supporting documents used was a driver's license that was **********. My wife's IPAD account was suspended because we refused to pay the money that was in arrears om the ********** account as we have had the debit order reversed. The affidavit was completed and documents certified and ***** case opened at the SAPS and the affidavit emailed to Vodacom on the 6th of June. On the 10th of June after several calls an transfer, someone fairly knowledgable indicated that they have not received the emails from the central document email address. MY wife had to re submit the documents and was told we will hear from them. Today 11 days later I finally after spending almost 3 hours on the phone being transferred from one person to the next next who cannot assist, I finally managed to get transferred to the ***** department who for the second time on the dame day asked for the do****ents to be resubmitted to them. This was then escalated and I asked how can cellphones contracts be added on to existing accounts if no supporting documents as required by the credit control and RICA acts have been supp****. The answer was: It is not common practice to reverify these details for current account holders, which is in my opinion completely against the mentioned acts as the only legal documents we handed in was in 2014, older than the 3 months specified on Vodacom's RICA requirements on there website. Therefore the common practice is supporting ***** and not trying to prevent it, which is the main aims of the law in this country or is Vodacom above the law? </p> <p>In the same conversation I was informed that there is nothing wrong with my wife's account on her Ipad as the account is active and working but my wife's Ipad indicate no service. I said it cannot be as we have not paid the arrears, we were then inform that a ********** upgrade was done at Brooklyn mall for this specific portion of the contract on the 21st of May. I was in shock as several calls over the last week to Vodacom never indicated the upgrade that was done and that it was still active. Finally after another 10 calls I managed to get this service locked as well. Now Vodacom wants us to open another ***** case and go through the pain again, they can just investigate the second complaint as part of the first surely. I tried to get the documents from Brooklynn Mall but the manager in contradiction to the one at Nelson Mandela Square wanted a copy of my ID and for me to come fill in a document request before I can get the contract and supporting documents in 5 days. I understand why he wants this but then why did I get it so easily from Nelson Mandela Square and I do not feel comfortably sending my ID to Vodacom. What stops further ********** activity in store if a copy of my ID is there?</p> <p>My dealings with Vodacom over the last month to get these issues resolved just gives me the impression that in the pursuit for profit, they are willing to forego checks and balances to support ***** instead of being dilligent in checking documents to prevent *****.</p> <p>Not holding my breath that Vodacom will react to this, but I feel the general public should be aware of these practices and go to the nearest Vodashop to check their accounts to ensure no add ons has been loaded onto there accounts. </p>