TELKOM DEVICE INSURANCE

To whom it may concern.

Re: Telkom Device Claims

On the 22/05/2024 I submitted my phone for repairs. Prior to my device being collected, I called your call centre and they emailed the claim forms. The were completed and emailed back. subsequently the phone was then collected via courier after the telkom store told me they couldn't take the device because I didn't bring proof showing I was the one who bought the device. My problems began once my phone was collected. I received no feedback from yourselves and I have done numerous follow-ups, to no avail, despite being advised that the process would take 7-14 working days. To date this matter has not been resolved as every time I called, I am given the same response that my device is in a final stage of repairs. Last week as usual I called and i was advised by Thando that I now need to pay an excess fee of R1500, despite this not being disclosed when I initially did the claim. I made the payment the same day which was on the 20/06/2024. I was advised feedback would be given in 48-72 hours once the payment was allocated ONCE AGAIN, NO FEEDBACK!!! One month later and still this matter has not been resolved. As a remote worker, this is seriously having an impact on my performance as my device is needed for work purposes. Can this matter be resolved as a matter of urgency or kindly provide me with a ref# and the details of your ombudsman as this matter is long overdue.

YOUR URGENT ATTENTION TO THIS MATTER WOULD BE APPRECIATED!!!