Unhappy customer, paying insurance for nothing

Item: Sohva
Rating: 1
Author: Nelly N

I took my phone to edgars to be repaired by insurance (Sohva) on the 17th May, I sent Sohva the pictures of my device in good condition, the only problem was that the charging point wasn't functioning well, I got a call from Pretty 2nd June, I went to edgars in Sandton on the same day, and was told my phone was rejected because it has cotton on changing point, someone fiddled with my phone it even has scratches now, they had my phone for 2weeks, no one bothered to get it from edgars, after the premium has been debited now suddenly there's a problem? I don't pay for excuses, I need a proper phone. I cannot be paying R255 for insurance for nothing, I got the device less than 6months ago from them, why would I need cotton to see what the issue was with the phone? I'm disappointed at both Edgars and Sohva.

Helpful (0)

Replies (4)

Sohva's replyOfficial

03 Jun 2025, 10:26

Hi Nelly,

Thank you for contacting us. We have passed your complaint on to our complaints team, who will contact you shortly.

Kind regards,

Team Sohva

Sohva's reply03 Jun 2025, 10:26

Official

Hi Nelly,

Thank you for contacting us. We have passed your complaint on to our complaints team, who will contact you shortly.

Kind regards,

Team Sohva

Sohva's replyOfficial

04 Jun 2025, 11:47

Hi Nelly,

Thank you again for reaching out.

Please note that your original claim was for a lost device, which was replaced with a Samsung A25 delivered on 22 November 2024.

On 8 May 2025, you reported that the replacement device was no longer charging. As the device is still under warranty, you were referred to the nearest Edgars store for a warranty assessment.

Kindly note that Sohva is unable to assist with the store's warranty process, and we’ve been informed that your device is still at the store. We recommend following up with them directly regarding the outcome of the warranty claim.

Kind regards,

Team Sohva!

Sohva's reply04 Jun 2025, 11:47

Official

Nelly N's updateReviewer Update

11 Jun 2025, 14:17

I went to edgars last week, I was told they would speak to the manager. When I followed up on Monday the 9th June 2025, I was told they are waiting for your response, they have sent you an email and no response till day, I'm not happy at all.

Nelly N's update11 Jun 2025, 14:17

Reviewer Update

Sohva's replyOfficial

12 Jun 2025, 13:53

Hi Nelly,

We hear your frustration. Unfortunately, because this is not a Sohva claim, but a store warranty claim, we are unable to assist you with the warranty process. We have been in contact with the supplier this morning and they have said they will contact you directly to resolve the matter.

Kind regards,
Team Sohva

Sohva's reply12 Jun 2025, 13:53

Official

Hi Nelly,