POOR CUSTOMER SERVICE

I have a device insurance with Telkom SOC since June 2021 and I lost my device on the 24 February 2024, I submitted my claim on the 27 February 2024, I got a respond on the 29 after I called to check if they have received it. And I was assigned a guy called Lawrence to assist with the claim and any queries that I have regarding the claim.

on the 4th March he send me an email asking if the was an Telkom sim card in the device and I said no the wasn't a sim card in the device. Only to find out that the was a Telkom sim card on the device on the 6th of March when I had an emergency and told my son to use my other Telkom sim card to contact me because his MTN sim card was in the lost device, then he said mommy you forgot that sim card was also on the device..

The around 2h08am I send Lawrence an email stating that apologizing and telling him that the was a Telkom sim card in the device and gave him the number. He did not respond to the email until I call on the 8th March to find out how the processes is going regarding the claim, and the guy that i spoke to on the asked for the same information saying that the number wasn't send to Telkom to check the ICT report for that sim card, and he apologized and said he will submit it.

I called again on the 15th and the lady that answered the said that the claim is been escalated and still waiting for the ICT report , OK and on the 18th March I send Lawrence and email asking about the progress as he was assigned to me, he still didn't respond to my email neither call or apologize for not communicating to me.

On the 25th March I called again as am not getting any response or communication from them regarding the claim, and I was told that is been escalated and still waiting for the respond from the ICT again, the I said their service is poor as no 1 is communicating with me and Lawrence don't respond to my emails, it is my 1st claim since I had this policy with them and am so unhappy with the way they are handling my claim, if the don't want to replace my device let the refund me back all my premiums so that I can get myself another device, the guy apologized and said that they will get back to me on the 26th March I said to him you better get back to me because that is what I've been hearing whenever I called that they will get back to me and they don't I have to call again to make a follow up, He promised that they will get back to and that day Lawrence send me an SMS and email stating that my claim is been referred to the claims committee for reviews.

After they didn't get back to me on the 26th March, I wrote to you on the 28 March and the insurance company said they will get back to me even today they haven't got back to and they are busy debit the money for the phone device that I don't have, and that is the second debit order that went through on the 30th March without me having the device and am going to reverse it because I don't know what am I paying for especially when the service delivery is so so poor.

I don't want the to replace the device anymore all I want now is all my premiums from June 2021 until 30th March 2024..