Unhappy 4 months later

Item: Istore South Africa
Rating: 1
Author: jolene B

Title: iStore Failed Me Completely – Insurance Misled, Contracts Mishandled, Still No Resolution

I am updating my review to reflect the full extent of what I’ve experienced with iStore. This issue began on 12 July 2025, when I app**** for two contracts. On 16 July, I was told both were approved and I could come in to sign. When I arrived, only one contract had been activated. I was assured everything was in order and that insurance was active. The second phone was couriered to Cresta iStore and arrived on 24 July.

Then, on 30 July, both contracts were cancelled — without my consent or any explanation.

From 31 July, I began emailing, visiting stores, and trying to get answers. I visited iStore nine times (I can provide dates and invite anyone to check camera footage). I was in constant contact with Kerry, a manager, from 8 August onward — messaging her every second day on WhatsApp. Despite this, she never investigated or informed me that there was a problem. She only sent me a link to apply for insurance on 11 October, after the phone had already been ****** on 20 September.

On 24 September, Kerry told me face-to-face that insurance was active and had been escalated to iStore insurance. Yet no action followed.

On 2 October, Eran asked me to come in and sign insurance documents — nearly three months after I had signed the original contracts. I asked her to send them electronically. She never did. I followed up twice and submitted a complaint to ***. Still no response.

If signing insurance documents was the correct procedure, why wasn’t this done on 16 July when I was in-store? Why was I told insurance was already active? Why was I allowed to leave with one phone and told the second would follow, with no mention of pending insurance documentation?

I was repeatedly misled. If the phone hadn’t been ******, I would still be unaware that neither device was insured, despite being told otherwise.

This is not just poor service — it’s negligence. I would never have signed these contracts had I known the insurance wasn’t in place. I have submitted everything to the National Consumer Commission and will continue to escalate until this is resolved.

I am demanding that iStore replace the ****** phone and take full accountability for the unprofessional and misleading customer care I’ve received.

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Replies (1)

jolene B's updateReviewer Update

22 Oct 2025, 10:30

Title: Telkom & iStore: 3 Months of Empty Promises, No Accountability

I submitted a complaint to Telkom and iStore on 6 August. It’s now late October, and I’m still sitting with nothing but excuses, delays, and outright negligence.

After escalating to the National Consumer Commission (NCC), I finally received two reference numbers: *** and CC2025/10/0206. Only then did Telkom bother to contact me — nearly two months after my initial complaint.

Sibulele from Telkom reached out, and I genuinely believed she was there to help. But her latest response proves otherwise. She told me the matter is “with iStore’s insurance department” and that Telkom “cannot rush a resolution.” Apparently, I must just wait — indefinitely — while they pass the buck.

So let me be clear:

I was told insurance was active on 16 July and again on 30 July
I was never asked to sign insurance documents until 2 October, after the phone was ******
I followed up every second day with iStore’s Kerry since 8 August, and she never once told me insurance wasn’t in place
I was only sent a link to apply for insurance on 11 October, weeks after the theft
I’ve visited iStore 9 times, Telkom 3 times, posted on HelloPeter, emailed ***, and submitted multiple complaints — and still, nothing

If the phone hadn’t been ******, I would still be unaware that neither device was insured, despite being told otherwise. And now I’m being told to just accept that “this is how it is.”

I am a single mother to twin boys in their third year at university. I work to support them and have been their sole provider all their lives. I cannot afford to wait another six months while Telkom and iStore hide behind internal processes and refuse to take responsibility.

This is not just poor service — it’s deliberate avoidance and failure to act. I will not let this go.

jolene B's update22 Oct 2025, 10:30

Reviewer Update

Title: Telkom & iStore: 3 Months of Empty Promises, No Accountability

I submitted a complaint to Telkom and iStore on 6 August. It’s now late October, and I’m still sitting with nothing but excuses, delays, and outright negligence.

So let me be clear:

I was told insurance was active on 16 July and again on 30 July
I was never asked to sign insurance documents until 2 October, after the phone was ******
I followed up every second day with iStore’s Kerry since 8 August, and she never once told me insurance wasn’t in place
I was only sent a link to apply for insurance on 11 October, weeks after the theft
I’ve visited iStore 9 times, Telkom 3 times, posted on HelloPeter, emailed ***, and submitted multiple complaints — and still, nothing

If the phone hadn’t been ******, I would still be unaware that neither device was insured, despite being told otherwise. And now I’m being told to just accept that “this is how it is.”

This is not just poor service — it’s deliberate avoidance and failure to act. I will not let this go.