This complaint relates to the rejection of my claim which I lodged on 02 September 2016

<p>Good day,</p> <p> </p> <p>This complaint relates to the rejection of my claim which I lodged on 02 September 2016 for the repairing/replacement of my cell phone.</p> <p> </p> <p>Following the submission of the claim on the above mentioned date, my claim was subsequently rejected for reasons that were never brought to my attention prior the inception of my policy on 01 June 2016.</p> <p> </p> <p>At the time when the policy was sold to me, I was never made aware by the consultant whom I spoke to that I would need to specify or declare any of the items that were covered by the policy.</p> <p> </p> <p>This disregards the TCF policy which all regulated firms should abide by. Some of the outcomes of the TCF is that consumers are supposed to be confident that they are dealing with firms that ensure that the fair treatment of its customers is central to its culture, that consumers are provided with clear information and that consumers are kept appropriately informed prior, during and after the time of contracting.</p> <p> </p> <p>I do not believe that at the time of contracting I was appropriately informed about the benefits and cover that is provided by the policy. At the time taking the policy, I asked the consultant if this policy will cover my cell phone, lap top and Ipod. I was assured that my cell phone will be covered. Not at any stage did the consultant request for me to specify anything nor inform me of this term and condition. I do not believe that fair treatment was ever practised in this regard.</p> <p> </p> <p>Following the rejection of my claim, I was never formally informed about the invalidation until I had to call in on 19 September 2016 and spoke to a consultant by the name of Shavon. This brings me to the conclusion that I was not treated fairly as no one informed me of the outcome of the claim prior me calling in for a follow up.</p> <p> </p> <p>On 03 October 2016, I contacted your company again requesting a copy of the sale recording and spoke to a consultant by the name of Siphiwe Msweli. This gentleman promised to furnish me with the requested call, but this promise was never met. I made in order to ascertain which disclosures were made by your consultant. This request has however not been comp**** with. As per the Consumer protection Act, suppliers must provide a written record of transactions to the consumer if and when requested by the consumer.</p> <p> </p> <p>Furthermore, I contacted your company again on 24 October to follow up on the above request and yet again another promise was made to me which was never fulfilled by your consultants following a promise that Siphiwe Msweli will kindly revert to me.</p> <p> </p> <p>In a further attempt to obtain the recording, I again contacted your company on 07 November 2016 and spoke to a consultant by the name of Vanessa. She too could not assist with my request as she informed me that there are various notes pertaining to my claim made by other consultants on your internal system which she could not comprehend. Being an employee of your esteemed company one would assume that sufficient product and system training is provided to employees but this has clearly not been the case in this regard.</p> <p> </p> <p>Notwithstanding the above, if this matter is not resolved to my satisfactory level, I will have no choice but to seek an assistance from an alternative dispute resolution agent such as the Ombudsman or the media.</p> <p> </p> <p>Regards,</p> <p>Maite</p> **********