Telkom not assisting me in anyway to resolve my contract cellphone that their agent did not insure for me despite me advising him on numerous occasions.

My complaint is, I upgraded my contract last year 13 November 2021 to a Huawei mate 40 pro 256GB from a Huawei P30 Lite that I took together with rooter that came with data plan and when I upgraded I also added a band watch and I chose a secondary contract offer from the lowest offer there was. Recently I had made a claim with Adminplus after I had lost my current phone (Huawei mate 40 pro 256GB) and to my surprise Adminplus approved a claim for the phone that is not lost and in addition to that they advised me that my Huawei mate 40 pro 256GB is not insured.

I went to Telkom Express in Gateway Mall on the 22/04/2022 where I did the upgrade and I was also told the same thing that Adminplus advised me, I than asked for a manager and when she came she too also said the same thing that my Huawei mate 40 pro 256GB has no cover and that she cannot assist. I explained my situation that when I did the upgrade an agent called Nkosinathi E Nyandeni assisted me and I remember specifically asking him on numerous times not to forget to add insurance like the previous contract I had with Telkom but it’s obvious that he did not add this insurance and also on that the 13/11/2021 Nkosinathi advised me that they systems where done and that he would email me my invoice which I have attached. The invoice did not have any prices no does it superficially say what the upgrade offer came with but it did have 4 times which according to me where my phone, band watch, monthly data (10 G day and night) and simcard data (4 G) so I did not query it. Also the copy of my contract that I signed for is not completed at all except it has my signature where the Nkosinathi asked me to sign ( I have also attached this form together with other forms). All of this has contributed to me not really realizing that my current phone does not have insurance because one of the things I also asked Nkosinathi to do is cancel my previous cellphone insurance and add new insurance for my current phone. Nkosinathi failed to even advise me that cellphone insurance cancellations are done with Adminplus.

The manager at the store did not even attempt to assist me in anyways instead she said she cannot assist and left me hanging, I had to vent out my anger at the agent who was assisting me which is not right because the matter could have been avoided if necessary steps where offered to me to rectify current issue. I am not happy with the managers behaviour at all.

I have added approval email from Adminplus which I do not understand how they verified my Huawei P30 Lite phone is lost to even approve my claim, it was only after I made them aware that I was not claiming for the phone they have approved that they aware of the situation. All of this miss information is summing up that Adminplus is *********** as well as the manager at Telkom Express Gateway together with Mbali who I have been communicating on this email *** which she has provided me with a reference number ***.

People whoever will read this email plus assist or escalate to the right person (manager) or even provide me with a email address to lay my grievances as I am not getting any assistance. In addition I am will to do or add this insurance it its possible so my claim can go through because as much as I am blaming Nkosinathi am also human enough to admit that mistakes happen that is why they are other alternative to excise but this thing that I will not get assisted is not what I need to hear.

I did not get time to read this again but I hope I make sense with my query and hopefully will get assistance.