Account separation issue + Ongoing worsening network coverage + Delayed processing of insurance

Update: I received a call from Vodacom today, following up on this query.

All 3 issues raised still continue to be an issue.

1) I am still not happy with Vodacome a) not taking ownership for the mess they did, creating an additional account b) for not wanting to fix it telling me about different systems that each account is in c) keeping on informing me of some automated bulk migration into a new system - project of which has no indicated timelines d) not willing to fix a problem created for a customer that requires fixing.

2) The network issues experienced by vodacom, I still believe they do know about them. However, they still maintain the 'we shall investigate that the issue is' regardless. I still maintain that being told that a service request is concluded and that something is fixed... should first confirm with me to see whether it is so. Otherwise, I see it as intentional to close off an SR as resolved even though we are still experiencing the same issues. I note the promise of an update to be given on what the issue is - I look forward to hear. Additionally, I can tell you NOW, at 14h50 on 9 Jan 2024, that your Vodacom app is indicating Network outages for the following towers; Haven hills, Duncan village, Scenery park - both 2G and 3G.

3) The mobile insurance issue has moved forward - with the approval received yesterday. I am now awaiting the finalisation yet another hurdle of some 'betterment' cost that seem to appear on the account. As an understanding, then the model iP14 ProMax is no longer on the market, a better one should be issued. Additionally, there seem to be an issue of the insurance premiums that were never updated - this is affecting me to now not get the device I should be getting. I am eagerly awaiting the calculation of such premiums from when I took over the phone (that's if I understood what I've been promised to be waiting for). All this process has now gone past a month - waiting.

Update as at today:

1) SPKIL ACCOUNTS - No progress.

2) NETWORK - A rep called me to follow up 2 days ago but I was in a meeting so we arranged for him to call back in 30 min - he did not. He then called back yesterday to check on what the issue is. Luckily, it's the same rwp that received the original service request so he knows exactly what I specifically complained to him about regarding Vodacom service. He acknowledged that they are merely messangers who do not know what the technicians do in between and apologised. They only take whatever is communicated (outcome) and report it. He further checked on my location and confirmed that the towers nearby are truly out of service. He promised to ask the technician to contact me. At this point, I also enquired about a possibility of getting a booster that could be able to pull the coverage from other towers that are not necessarily nearby. That is also something I hope the technicians can assess.

3) INSURANCE: Calculation of back premimums had to be done but while waiting I was asked to prove ownership of my iP14ProMax as Voda had iP14Pro on the system - hence the incorrect insurance indemnity. I had to search for this - which proved that the Pro was an incorrect supply which was returned. So on correcting the error, no one corrected the insurance. Now a recalculation of a bill of R2668 was done and I have already paid. Sadly every step seems to have me a whole day to take. I am hoping to finally receive a replacement phone today. On another point, the damaged ProMax is back at the CenturionMall.

1) SPLIT ACCOUNTS: Still no progress. I'm not impressed.
I wish Vodacom could understand that giving unsatisfactory feedback is definitely not the final stage of servicing a client. That, I have been consistent is sharing my expectations. I am still a very dissatisfied client who holds unexplained split accounts that Vodacom refuses to take responsibility for the mess.

2) NETWORK: Updates received. It seems it's still far from over.
The tower is still dead, and work is being done on it. No one called me as per a promise I received. It was the very same consultant who came back to me with this update - with no knowledge of the technician and why they did not make contact with me. There is also clearly no way to hold anyone accountable at Vodacom as I see it.

3) INSURANCE: Finally concluded.
This one has drained me as much as 1 above is draining me right now. Clearly, there is no one way of dealing with anything (no standardised processes) as one person assisting me would tell me that something cannot happen, while another will push and ultimately it happens. To summarise the whole long story - yet another recalculation of other back premiums, considering the value of the replacement mobile - to have the cost of the next bracket of liability used. So, I had to pay just under R900 for such. I was okay with paying this as it is what I have been asking for from the beginning. This is to the point that since the cost of my replacement mobile is now at the end of the bracket, I have opted to insure it on the next bracket. I finally got a replacement phone - after a long fighting and refusing activities I was asked to do which I did not understand or make sense. I had to be thrown from pillar to post between the store that received the salvage, the store that was to replace it due to them having stock at the time and the *** line. I once again ask Vodacom and Vodasure to look at their procedures and ensure that customers get the best and are asked the most important steps. When a consultant could not assist me over the phone, I asked for a manager, who came in and assisted without many questions. It was really clear that the problem now had been internal and had nothing to do with me. I am finally happy that this chapter is closed. An aspect that I was also to contest was the high access, but because I was already fed up, I just continued and took my iP15ProMax.

I am definitely still not impressed with the whole ordeal. I am already considering not renewing each line as it reaches its end. On my other accounts, I have a minimum of two, and I am definitely getting out of the contract with another provider.