Vodacom Repairs Complaint

<p>I have been in a on going dispute with vodacom since 7 March 2016 about a repair that I have claimed under my Insurance Cover I have with them from the above mentioned date I had contact vodacom consistently to track my repair the store(Sunlam Parow Centre)I have took the device into for sending off to repair did not advise me of a loan phone I then request this from them they did not have any availability I went for 3 months even more without a device depending on close friends and family to use the phones to get intouh with vodacom I had to even spend money on buying airtime for making use of other people's phone's the store never contacted me during this time to notify me of what was happening I went via the self serve option all it ever advise me was that "your device is currently in transit" every week this was the same. I would contact the store they would say we going to check let me give you a call back every time I called the store they did not return my call back every time I had to explain myself over and over to them you would think by the amount of calls I gave to them they would know me by now eventually by the 25 April 2016 I received a call from the repair office telling me that I would need to pay R3400 for this repair I asked why isn't my Insurance Covering this I was referred back to store contacted the Insurance dept. They referred me to store to complete a claim form which I was under the impression was already done the first time I requested that the device be returned to an alternative store more convenience closer to my work they failed to do this I was forced to go back to the same store the advisor in store could not tell me why they did not processes a claim the first time they blame the repair centre for not picking this up they sent the device off a 2nd time still not able to provide me with a loan phone I had a concern about this hence I did not have an alternative device for use of my sim card but I was still being charged for a bill the store Manager was of no help to this inconvenience he advised me they cannot refund me the line rental I have not been able to use since they are only a franchise to vodacom I called up the customer service spoke to different advisor's kept being placed on hold for more than 30min eventually spoke to a Manager I expressed to him that no one cares to deal with my query he advised me they would log a service request about this but could not offer me further assistance in getting my money back I never heard back form vodacom for a telecommunications company they have the worst communication with there customers and internally there was no follow up made with me no ergency to help me I was still not getting feedback from the store still without a device I called up again customer service advised me that it's my own responsibility if my device is broken and that I'm still liable for the allowance even if I have no alternative device to use this in I explained that store doesn't have a loan phone that store doesn't call me back or notify me when they have a loan phone the Manager I spoke to had no remorse or understanding of my issue he offered no compensation or even a assistance to get my device tracked still no resolution still without a device I if I had just taking my device into a local cell repair shop I would have it back within 2 days it doesn't take 3months to fix a screen the service is extremely poor I emailed vodacom via there complaint email process they never responded. By the 30 May 2016 another service request raised no response I put in a formal complaint against vodacom to the ICASA. Eventually they called me to say that I would need to pay R400 access fee I felt that after 3 month's they could compensate me for this I went back to the store 8 June 2016 spent 3hours there the same Manager that is fully aware of what I've been going through still cannot compensate me I told him I could understand that your only a franchise but when I signed up for new contracts you all to happy to assist but when there's a issues you cannot assist in anyway called customer service by 11 June 2016 the advisor told me there had never been any service request log before he would do this for me now still no resolution still no response from vodacom </p>