Vodacom
Sim swap

On the 22 October 2013, I woke up to find a message on my phone saying I had requested a sim swap. My phone was no longer working because of the swapped sim card. I immediately called Vodacom customer centre using my wife's phone. The time was 5a.m. After holding the line for almost 30 minutes, I then took a car and drove to a nearby ATM to check if funds were from my account. I found that the balance was still okay. Vodacom answered around 6am. I told the consultant what had happened, and was asked some security questions to verify if I was the right owner. I was found to be the right owner. I asked for a reversal and also asked what will happen before the sim swap is reversed, to avoid. The consultant told me she will block all sms messages to the new sim card so that the cannot get any sms messages from my bank should they try to transact on my account. Two hours later R43 008.00 was transferred from my account. I called Vodacom and subsequently went to the in Midrand to listen to the audio because a guy I spoke to said the consultant did not make such a promise. We listened to the audio and found that I was right. I Vodacom is responsible.

Company: Vodacom
Country: South Africa
City: Head office

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