Hellopeter
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RS
Rachel S

1 reviews | Active since Mar 2019

18 Mar 2019, 08:18

Utterly unhappy with the cellphone claims process

I’m utterly unhappy with the way game has been taking me for a ride regarding my cellphone claim. After I’ve lodged a complaint in Hellopeter I received a call from Boitumelo the manager whom advised me that my phone has been assed and that I need to pay an excess of R150 and as soon as I have paid the excess amount my phone will be prioritized and I should have my phone back by Friday. This call was made on Wednesday morning of the 15/03/2018. I asked her to provide me with the banking details where I should be paying my excess instead she took down my email address and advised that she will email me the banking details. To date I’m still waiting for the email and I suprised that no contact has been made with me since considering that I was advised that my claim will be prioritized. I would like to also point out that according to my policy wording a cellphone claim would be handled within 5 - 10days after being lodged and I’m going on to a full month without a claim and this is a cellphone claim worth less than R2000. I utterly disappointed and I feel that I’m being treated unfairly perhaps because I’m an old lady whom is deemed to be unimportant and uneducated I don’t know all that I know is that I have been paying a premium of Almost R60 without fail for the past 3 years hoping that I would have a peace of mind in an event of a loss but no game is not about fair treatment. I’m at a point where I don’t have any more time to give game I’ve been far too patient so if my phone is not replaced by tomorrow I’m taking this matter to the ombudsman and I’ll even go as far the route of consumer protection report.

0
Replies (2)
Game
Game's reply18 Mar 2019, 10:38
Official
Hi Rachel, 

Thank you for taking my call, as discussed i will be in contact with the insurance company and provide you with feedback.

If you need further assistance, please contact us on ***.

Kind Regards
Tamlyn Lockman
RS
Rachel S's update26 Mar 2019, 12:03
Reviewer Update
Good Day Tamlyn, It is with great frustrations to inform you that to date we have not received any form of positive feedback from Game instead we have made follow up calls with Boitumelo whom is the manager to date she has not returned our calls after leaving so many messages for her including an email we have sent to her also requesting her to call us but unfortunately she has not returned the calls. We finally managed to get the banking details from another consultant in order to pay our excess money which we have paid last week already however since then there hasn’t been any form of feedback which is utterly annoying. We are at a point where we feel the need to refer this matter to the office of the ombudsman because this claims has been ongoing for over a month to be precise it was lodged on the 21st of February and today is the 26th of March, this is utterly disappointing and I’m failing to understand why nothing has been done despite our attempts to address this matter and even trying to escalate it, surely game has no consideration for their customers nothing whatsoever. I’m in a position where I don’t care about repairs anymore for all I know the device might not be repaired properly then I might have to find myself running after game again. All I’m asking for is for my device to be replaced alternatively refund all the premiums I’ve paid to date and cancel this policy with immediate effect seeing that it’s of no use to me.