MS SFA

Feedback on Recent Claims Experience and Customer Service Dear Hello Peter I am writing to express my frustration and disappointment with the handling of my recent claim with TFG regarding my lost phone, which occurred in January 2025. 1st it was the debit orders than the phone. Despite numerous follow-ups on my part, it was only after several calls that I received feedback from the agent at the Hi Store, one of your outlets where I originally purchased my device.

My replacement phone was provided on March 7, 2025, but unfortunately, it developed issues the very next day, March 8. I returned it on March 9, only to be told that the phone would need to be booked with the service provider for further assessment. At this point, I was informed that the timeline for resolution was uncertain.

I would like to highlight the significant delays I endured throughout the entire process. The lack of proactive support from TFG's claims department required me to follow up repeatedly. I even had to escalate the matter by obtaining the contact information for the Area Manager. After doing so, the Area Manager reached out the following day to inform me that another new phone was ready for collection.

However, I encountered further challenges when I visited the store. Despite the phone being available, the store manager informed me that I would need to return the following day as they needed to update the insurance details for the new device. This was extremely frustrating, particularly after the extended period I had already waited.

Additionally, I inquired about receiving a courtesy item, such as a charger block or a screen protector, given the delays and inconvenience I had experienced. Unfortunately, both the store manager and the Area Manager informed me that they could not accommodate this request, which left me feeling undervalued as a customer. I truly believe that a simple gesture, such as providing a charger or a screen protector, would have been a reasonable and appreciated acknowledgment of the extensive wait time and the overall inconvenience caused.

While I would like to acknowledge the helpful support I received from certain individuals, such as Ismail from the Hi Store and Ngomotshe from Monitor, my overall experience with TFG's claims process and customer service has been disappointing. The lack of timely communication and empathy throughout this process has caused considerable stress, as I was without a phone for three months, relying on my grandchild's device in the interim.

I hope my feedback is taken into consideration to improve customer service and claims management for future clients. I trust that TFG values its customers and will work toward ensuring that situations like mine do not happen again.