Policies above Customer Service

I had a cellphone claim with Monitor. I constantly had to call to follow-up on my claim. An sms was sent to say claim was approved and an excess of R350 was payable.

At the Foschini store, I was told the excess was R525 and the sms is incorrect.

I was told I can claim up to R2999 but I could not get the Samsung phone I wanted for R2999 as promotion or discounted phones do not qualify.

I also spoke to 2 staff members from Monitor who rather enforce their policies than focus on customer service.

Now I am sitting with a cellphone which is not the same as the cellphone I lost.