A few days ago, I accidentally broke my phone screen, so I contacted Vodafone to upgrade from a sim-only plan to a device plan. The security checks went smoothly, and we were almost done processing the order when the representative put me on hold. After waiting for 45 minutes, I was informed that there was a technical issue on their end and they would get back to me to complete the order.
The following day, I called again to finalize the order, but I was unable to access my account because the name I provided did not match the one on the account. Vodafone advised me to visit a store with two forms of identification to change the name on the account.
When I went to the store, they discovered that while I was on the phone the previous day, someone had changed my name, address, and email address on the account. Surprisingly, I did not receive any notification regarding these changes.
The store representatives confirmed that my details were intact on the account until I called about the upgrade. They directed me to the fraud squad to resolve the issue. It has been 24 hours, and I am still awaiting a response. I am concerned about the possibility of someone using my bank details to take out a contract in my name. The fraud squad assured me that this cannot be done.
I am curious if anyone else has experienced a similar situation and how it was resolved. I would also like to know if Vodafone provided any explanation for this occurrence. As a result of this incident, I am without a phone and have had to cancel my bank card due to concerns about potential fraudulent activity on my account.
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