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Michelle P

1 reviews | Active since Nov 2023

25 Sept 2024, 11:46

Vodacom's negligence lead to my banking account being emptied!

A *****ulent SIM swop was done on my cell number in July 2024 and because of this the person also hacked my banking app and stole R3000. I had to get a affidavit from the police in order to do a SIM swop back to my device and went into Vodacom in Somerset Mall. They then explained that I should do a Protection flag on my number so that no one will be able to do a SIM swop on my number again, without going into the a Vodacom store, with my ID and they even took a photo for reference.

On the 20th of Sept 2024 I lost all signal on my device again and as I was at a wedding (I am a Wedding photographer) I thought that it might be due to poor signal in the area. On my way home however I realized that the signal wasn't returning and I checked my spam sms's and saw that another SIM swop was done on my phone. Keep in mind that I had the protection flag. I then immediately contacted Vodacom and they confirmed that a SIM swop was done even though they could see the active flag. As a result my bank was hacked again and this time ALL my money to the value of R21300 was ****** from my account. After a huge struggle for Vodacom to help me, they now opened a ***** case. This is unacceptable as Vodacom now says that the purpitrator must have gotten a loop hole?!?! We even got a recording of Vodacom stating that it is not possible for anyone to do a SIM swop with an active protection flag. No one has even reached out from Vodacom side to try and rectify their negligent mistake.

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Replies (4)
Vodacom
Vodacom's reply25 Sept 2024, 12:01
Official
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via WhatsApp to request your personal details.

Regards,
Vodacom Consumer Website Team 

MP
Michelle P's update26 Sept 2024, 06:38
Reviewer Update
So Vodacom said that they will contact me. When a representative did contact me, it was only to say that we need to wait for someone from the ***** dept. to contact us. We then confirmed that we had information that would help them with the case. She the cut us off by saying that she doesn't care if we have info or not. We need to wait 7-14 days for them to contact us.

Then I received a SMS to say that my case has been closed from vodacom's side????? I have 3 recordings where Vodacom confirms that a SIM swop would not be possible as the protection flag was active from 7 July. Now they close my case without even investigating their own negligence. Money was ****** due to Vodacom and they close my case without doing anything??? I sent them my police case number | affidavit | signatures | certified copy of my ID and NOTHING!!
MP
Michelle P's update30 Sept 2024, 09:39
Reviewer Update
Absolutely WORST service ever! I got an email on the 27th to ask for banking statements, which I immediately sent them (even after I already sent it) and when I called them today (30 Sept), they CLOSED THE CASE AGAIN!!!! it seems like Vodacom is a process of covering up the ***** as THEY are responsible for the *****. VODACOM IS STARTING TO MAKE THINK THAT THIS WAS AN INSIDE JOB THAT THEY ARE TRYING TO AVOID!
MP
Michelle P's update07 Oct 2024, 12:08
Reviewer Update
Vodacom! You are dealing with a ***** case that is because of your poor service. You keep on saying that you are dealing with the case but if this is the case, why did I just now, receive the 3rd SMS from the 20th of September to let me know that you cancelled my case? So stop with the lies on Hello Peter and actually start dealing with the fact that R21300 was ****** out of my bank account due to your negligence of ignoring my protection flag on my number.

SMS as received at 7 Oct @ 12:01

Dear Vodacom Customer. Your service ticket with reference number EC-1TZX-1X0ONR has been closed. Thank you Vodacom.