KM
Khomanani M
1 reviews | Active since Dec 2019
16 Jan 2026, 15:29
Claim Not Logged After Store Visit – Ongoing Delays and Poor Service
I am extremely disappointed with the service I have received from Foschini.
I logged a device insurance claim at Westgate Foschini on 10 January 2026 and was advised that I would receive an SMS within three working days. As of today, I have received no communication.
When I followed up via the call centre ***), I was informed that no claim had been logged at all. This is unacceptable and indicates serious internal process failures.
I contacted the call centre again today and spoke to Luyanda/Noxolo, who confirmed the claim was still not captured. I was promised a callback within one hour after she checked with the admin team. It has now been over four hours, with no response.
At the time of writing this complaint, I have also been placed on hold for over 15 minutes while Sibusile was “checking on his end,” with no resolution.
I have now been without a phone for an extended period due to errors that are not of my making. This has caused significant inconvenience and frustration.
I am requesting that this matter be urgently escalated, the claim properly logged, and that I be contacted with a clear update and resolution timeframe.
This level of service is unacceptable and needs immediate attention.
Helpful (0)
Replies (11)0
Replies (11)
Monitor Administrators's replyOfficial
16 Jan 2026, 15:34DearKhomanani Maps, Thank you for your feedback. We are so sorry to hear about your experience. We would like to assist you in resolving any matter you may have, we have emailed the relevant Team Leader and Supervisor for urgent attention to your matter.
Monitor Administrators's reply16 Jan 2026, 15:34
Official
DearKhomanani Maps, Thank you for your feedback. We are so sorry to hear about your experience. We would like to assist you in resolving any matter you may have, we have emailed the relevant Team Leader and Supervisor for urgent attention to your matter.
KM
Khomanani M's updateReviewer Update
19 Jan 2026, 09:38Do you send the first generic response to appear like you actually care about your clients? No one has gotten back to me
KM
Khomanani M's update19 Jan 2026, 09:38
Reviewer Update
Do you send the first generic response to appear like you actually care about your clients? No one has gotten back to me
Monitor Administrators's replyOfficial
19 Jan 2026, 11:07Dear Khomanani Maps, Thank you for contacting us! We place quality of our services & satisfaction of our customers as a priority & we are sorry to hear that you were not satisfied with the service you received. We have are reviewing your claim & can see our team is working on providing a solution to the problem. If you may require any further assistance please email your details through to *** so we can look into this for you.
Monitor Administrators's reply19 Jan 2026, 11:07
Official
Dear Khomanani Maps, Thank you for contacting us! We place quality of our services & satisfaction of our customers as a priority & we are sorry to hear that you were not satisfied with the service you received. We have are reviewing your claim & can see our team is working on providing a solution to the problem. If you may require any further assistance please email your details through to *** so we can look into this for you.
KM
Khomanani M's updateReviewer Update
19 Jan 2026, 11:13 I need a proper update and clear timeframes. This claim was submitted on the 10th, yet I continue to receive the same generic response stating that it is being investigated. Please clearly explain what is being investigated, why there has been such a delay, and when I can expect a resolution. Simply personalising automated responses with my name is not acceptable. I need a meaningful and accurate update on the status of my claim.
KM
Khomanani M's update19 Jan 2026, 11:13
Reviewer Update
I need a proper update and clear timeframes. This claim was submitted on the 10th, yet I continue to receive the same generic response stating that it is being investigated. Please clearly explain what is being investigated, why there has been such a delay, and when I can expect a resolution. Simply personalising automated responses with my name is not acceptable. I need a meaningful and accurate update on the status of my claim.
Monitor Administrators's replyOfficial
19 Jan 2026, 11:35We have been trying to reach you on both of the contact numbers listed, but unfortunately each attempt has gone to voicemail. Kindly email your updated contact details to *** so that we can have a consultant get in touch with you and provide an update on the progress of your claim.
Monitor Administrators's reply19 Jan 2026, 11:35
Official
We have been trying to reach you on both of the contact numbers listed, but unfortunately each attempt has gone to voicemail. Kindly email your updated contact details to *** so that we can have a consultant get in touch with you and provide an update on the progress of your claim.
KM
Khomanani M's updateReviewer Update
19 Jan 2026, 11:43I cannot see the email address, it's hidden. I will send you my number privately and wait for your call.
KM
Khomanani M's update19 Jan 2026, 11:43
Reviewer Update
I cannot see the email address, it's hidden. I will send you my number privately and wait for your call.
Monitor Administrators's replyOfficial
19 Jan 2026, 12:58Dear Khomanani ,We are currently attempting to contact you on the number provided.Should you prefer to respond via email, please feel free to contact us at ***.
Monitor Administrators's reply19 Jan 2026, 12:58
Official
Dear Khomanani ,We are currently attempting to contact you on the number provided.Should you prefer to respond via email, please feel free to contact us at ***.
KM
Khomanani M's updateReviewer Update
19 Jan 2026, 13:10Yet i don't get any missed call notifications.... I said i cannot see the email address. It's showing ******* How do we proceed?
KM
Khomanani M's update19 Jan 2026, 13:10
Reviewer Update
Yet i don't get any missed call notifications.... I said i cannot see the email address. It's showing ******* How do we proceed?
Monitor Administrators's replyOfficial
19 Jan 2026, 13:40Hi Khomanani, we have emailed you, kindly respond and provide an alternative contact number so that we can reach you and assist.
Monitor Administrators's reply19 Jan 2026, 13:40
Official
Hi Khomanani, we have emailed you, kindly respond and provide an alternative contact number so that we can reach you and assist.
KM
Khomanani M's updateReviewer Update
20 Jan 2026, 08:33I responded to the email yesterday but still no one contacted me to provide feedback. What do i have to do now to receive a solid update? Get on my knees and beg?
KM
Khomanani M's update20 Jan 2026, 08:33
Reviewer Update
I responded to the email yesterday but still no one contacted me to provide feedback. What do i have to do now to receive a solid update? Get on my knees and beg?
Monitor Administrators's replyOfficial
20 Jan 2026, 09:06Good day Khomanani Maps,We sincerely apologise that you were not satisfied with the service you received. Your matter was escalated to the relevant supervisor, and we can confirm that you have since been contacted and assisted.For any further assistance, please reach out to us at social(@)monitorsa.co.za.
Monitor Administrators's reply20 Jan 2026, 09:06
Official
Good day Khomanani Maps,We sincerely apologise that you were not satisfied with the service you received. Your matter was escalated to the relevant supervisor, and we can confirm that you have since been contacted and assisted.For any further assistance, please reach out to us at social(@)monitorsa.co.za.