Vodacom’s Shocking Handling of *****ulent SIM Swap – Disabled Customer Left in the Lurch

I am appalled by Vodacom’s handling of a recent *****ulent SIM swap attempt on a prepaid number. Despite immediately reporting the issue, I was told by customer care that nothing could be done except to visit a physical store – even though the user has a broken ankle and cannot travel. No alternative was offered, and I was told nobody could go on behalf of the user.

After being bounced between customer care and a physical store (who told me they couldn’t help and would just refer me back to customer care), I finally got through to a competent agent who resolved the issue in minutes – something the previous agents claimed was impossible.

Vodacom’s processes are inconsistent, their ***** controls are clearly inadequate, and their support for vulnerable customers is non-existent. I was even told to contact the bank in case the number was linked to banking apps, highlighting the serious risks involved.

As a loyal customer for over a decade, I am deeply disappointed. If I hadn’t persisted, the number could have been compromised, with potentially severe consequences.

Vodacom, you need to do better. Train your staff, fix your processes, and protect your customers!