HORRIBLE SERVICE SMOLLAN // VODACOM INSURANCE

I am writing to formally express my dissatisfaction with the handling of my insurance policy and the subsequent customer service I received.

In June 2024, I canceled my insurance policy for my Samsung Note 20. I was assured that this cancellation would be processed accordingly. However, while I was not debited for July 2024, I have now received a bill for August 2024, despite having canceled the policy.

I contacted your call center to resolve this issue. Unfortunately, the response I received was both unclear and unsatisfactory. The agent I spoke with was unable to provide a clear explanation of the process or a resolution. When I asked for guidance on how to address this situation, considering I am notifying you 25 days in advance of the incorrect billing, I was told to call back in three days for a follow-up. This response is both inconvenient and inappropriate.

It is neither my responsibility nor my error that the billing issue has arisen, and it is unreasonable to expect me to repeatedly follow up on a matter that should have been resolved promptly by your team. The consultant’s lack of assurance and the unavailability of a managerial figure to escalate the issue further exacerbate the problem and suggest that my concern is not being treated with the urgency it deserves.

I request immediate rectification of this billing issue. Please confirm the cancellation of the policy and ensure that I am not billed further. Additionally, I would appreciate a clear and prompt response outlining the steps being taken to resolve this matter.

I trust that this issue will be addressed swiftly and appropriately. Thank you for your immediate attention to this matter.