FREQUENTLY ASKED QUESTIONS
Protect your Identity and Prevent Fraud
Protect your Identity
What can I do to protect my passwords?
Passwords are like keys.
These unlock a digital vault of your personal and private information from emails and banking details to your My Vodacom and Vodacom Online Shop login details.
Just like you safeguard your house keys to protect your valuable possessions, take every precaution to protect your passwords which will minimise your risk of falling victim to online hackers and fraudsters who can log in to your accounts, steal and misuse your online profiles.
- Never write down or share a password with anyone - not even a Customer Care or call centre agent
- Change your password often and if you suspect that your password has been stolen, change it immediately
- Avoid using password saving features in web browsers
- Do not allow others to see you entering your password
- Don't use the same password for personal and work accounts
- Log off or lock your computer when you walk away from your desk
- Your password should be as unique as the key that opens the strongest padlock, making it a lot more difficult for hackers to 'crack' and access your information. How do I create the perfect password?
- Use BOTH upper and lower-case letters
- Include random numbers, punctuation marks and at least one of these special characters: ! @ # $ % * ( ) - + = , < > : : " '
- Make your password between 10 to 20 characters long
- Make your password easy to type quickly. This will make it harder for someone looking over your shoulder to steal it
- DO NOT use any names; yours or that of relatives
- DO NOT use other information easily obtained about you: birthdate, telephone numbers, your street name, etc
- DO NOT use a password made up of all digits, or of all the same letter. This significantly decreases the search time for a hacker
- DO NOT use a word contained in English or foreign language dictionaries, spelling lists or other words lists
- DO NOT use consecutive or adjacent letters on the keyboard
Protecting your personal information is key to preventing identity fraud
Protecting your personal information is key to preventing identity fraud. By securing sensitive data and your personal informaton, you reduce the chances of fraudsters using it to create fake identities and open fraudulent accounts in your name. Here are some simple steps to follow:
- Keep your personal information confidential at all times
- Never share or give out this information to any party unless it is a trusted source and they are authorised to receive it
- Check the veracity of claims, advertisements or communications received especially where these appear to be suspicious or out of the norm
- Regularly check your statements and accounts and keep any documents safe, both in hardcopy and electronic formats
- Dispose of sensitive documents safely by shredding or destroying the documents
- If you believe or suspect that you are a victim of identity theft / fraud, act quickly and immediately report to the SA Police Service (SAPS)
- If you have lost your identity card (or book) or misplaced this, including your passport, register for PROTECTIVE REGISTRATION with the SA Fraud Prevention Services
- Obtain a copy of your free credit report from each of the registered credit bureaus annually and lookout for unusual / suspicious activity
- Use Two-Factor Authentication (2FA) such as a text code or authenticator app to add an extra layer of security
- Avoid clicking on suspicious links and do not download attachments from unknown or untrusted sources, as they may contain malicious software or be used to steal your personal information
- Regularly update your security software and settings on your devices and apps
Protect yourself - top tips to fight fraud and identity theft
You don't realise just how important your identity is to you, until it's stolen. It can be an upsetting and worrying experience with financial consequences when someone else is using your personal details.
You can, however, take proactive steps to protect yourself and help keep your identity safe from fraudsters.
Tips to protect your personal information:
- Safeguard your identity by always keeping your personal documents such as your ID, birth certificate or passport in a safe and secure place - do not carry these with you unless absolutely necessary.
- Regularly review your financial and other account statements and scrutinise all statements for any unauthorised transactions.
- Request a copy of your credit report at least annually to monitor your credit report and track your credit history enquiries.
- Shred any documents or statements that contain your personal details, financial or other consumer account information.
- Never reveal or share your passwords or PIN codes with any other person - not even a call centre agent - and make sure these PINs are not easy to guess.
- Never respond to unsolicited communications that ask you to provide your personal information - don't be afraid to question those asking for it and check their legitimacy.
- Try to avoid situations requiring the completion and electronic submission of consumer forms.
- Opt for pre-approved credit offers (applications) received via the mail.
- If you participate in online social networking, limit the amount of personal information you share online.
- When submitting personal information via the Internet, ensure that the website you're using is secure. Example: a https site (Hypertext Transfer Protocol Secure) which encrypts the information you are providing and sends it over a secure network.
Prevent Fraud
How do fraudsters trick customers?
Fraudsters are creative, they sound genuine and professional. They call you, pretending to be a Vodacom agent. They tell you that you are currently due for an upgrade and ask you if you would like to upgrade to a certain device.
If you say NO, you do not want an upgrade:
They will ask you for the OTP that will be sent to you, in order for them to cancel the upgrade for you. Remember, this is the same OTP required to complete an upgrade. As soon as you give them this OTP, they will complete the upgrade and the device will be delivered to them.
If you say YES, you want an upgrade:
They will ask you for the OTP that is sent to you, in order for them to process the upgrade for you. As soon as you give them this OTP, they will upgrade and the device will be delivered to them.
What must I do when I receive an OTP?
If you did not place an online purchase, you should not have received an OTP. In this case, you do not need to do anything.
If you receive an OTP, please do not give it to anyone, even if they say they are from Vodacom and they want to help you.
What is OTP fraud?
OTP fraud happens when a fraudster tries to place an online order or make an online purchase using your details. Example, doing an online cellphone upgrade. They will proceed to ask you for your OTP, among other personal details, which allows them to make an online purchase, while pretending to be you.
Please note: Our agents will never ask you for a One Time Pin.
How does OTP fraud work
When you are due for a cellphone upgrade, you are able to complete an upgrade online, via the Vodacom portal or on the VodaPay App . Fraudsters are also using this upgrade option to defraud customers. They enter your cellphone number on the Vodacom portal or VodaPay App, and attempt to perform an upgrade, pretending to be you.
To successfully complete an upgrade, a fraudster needs to key in a One Time Pin (OTP), which Vodacom sends to your number during the upgrade process. If you do not give this OTP to the fraudster, he or she will not be able to complete the upgrade.
Wise Up! – Toon Talk
