This is my story as It happened to me last year November already but I still did not hear from Vodacom regarding the outcome:
I have been the victim of a sim-swop that was done by Vodacom on the 29'th of November 2012. According to Vodacom they listened to the recording and found that the proper procedures was not followed. Firstly there is no doubt that the person that did the sim-swop was African and that it immediately should have raised suspicion due to the fact that my surname is du Toit. Secondly when he was asked to supply 5 numbers he last called he refused to do so but was still allowed to do the sim-swop. What happened to RICA and proof of ID? Due to that, the criminal was able to get into my bank account and managed to withdraw R107500. When I realized that my cellphone was offline I immediately went to Vodacom for assistance. It took me more than 2 hours to get my own number blocked and that allowed even more time to the criminal/s.
I am still waiting for Vodacom to come back to me regarding the outcome of the case. The case number: 767/11/2012