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KB
Kgotso B

1 reviews | Active since Aug 2016

30 Jun 2025, 13:26

Approved Claim – Still No Device and No Support

I am writing this message extremely frustrated and disappointed with how my approved insurance claim has been handled.

I lost my Samsung S23 Ultra and submitted a claim, which was approved — but for a device that is not available. I pay R524.74 every month, and according to my contract, I am covered for R40,000 to R45,000. Yet, a week later, I am still without a phone, and unable to work because I can’t authenticate into my systems.

The only available phone is the S25 Ultra, which is well within my policy coverage. However, I am constantly told to take a phone of lesser value or to travel to another store — something I have already done at my own expense. I live in Lephalale, which is far from other branches. This weekend I drove all the way to Pretoria, visited Wonderpark Mall, and still did not find the S24 Ultra that I was told to collect, they called local stores to check stock and that phone is not available. That’s time, money, and energy wasted — for a phone I pay to be covered for.

Why am I being made to jump through hoops? Why am I not being given proper service after paying for years without fail? Why am I being told to accept a phone that does not meet my needs or match the device I lost?

At this point, it honestly feels like I am being punished for being a paying customer.

I need urgent action. Either:

Provide the S25 Ultra immediately, which is the next available equivalent, and clearly within my cover limit, OR

Refund me my full insured value so I can buy the phone myself.

Enough is enough. I need my phone now.

Customer Details:

Names: Kgotso William Botsi Cell:*** ID:*** Account Number: I***-9 Claim Number : CLM***

0
Replies (4)
Vodacom
Vodacom's reply30 Jun 2025, 16:23
Official
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,

Vodacom Consumer Website Team 

KB
Kgotso B's update30 Jun 2025, 16:40
Reviewer Update
I dont have a phone and i can reached on ***, I borrowed a phone in the time being
KB
Kgotso B's update30 Jun 2025, 18:45
Reviewer Update
I’ve now been without a phone for several days, and this has significantly impacted my ability to work. I rely heavily on my device for secure system access, team communication, and authentication, and the delay is not only affecting my deliverables — it’s affecting my income.I opted into this insurance for peace of mind and business continuity, but I feel like neither my situation nor the urgency of my role is being taken seriously. In my efforts to resolve this, I travelled from Lephalale to Wonderpark Mall in Pretoria — a 4-hour trip — only to be told the S24 Ultra is not available. I have visited multiple Vodacom outlets and all have confirmed the same: there is no stock of the S24 Ultra.This has cost me significantly in fuel, time, and productivity. Given the current economic climate, it is not sustainable for me to continue absorbing these costs while still paying R524.74 monthly for insurance that has not provided timely support when needed most. The reality is that I’ve already lost a full week of work, and as someone whose earnings are tied to performance and hours, this is unacceptable.
Please understand — this is not a matter of preference, but one of necessity. I am now urging Vodacom and Vodasure to provide a practical, immediate solution.
KB
Kgotso B's update02 Jul 2025, 08:06
Reviewer Update
I have realised that you don't care about my work and I am now at serious risk of permanently losing critical data from my lost phone—data that includes important information and irreplaceable memories. While I am being sent from pillar to post, absolutely no resolution has been provided and its obvious that the phone will be flushed and there is nothing I will recover from my phone based on the poor response and no sense of urgency to resolving my problemIt’s now the second week, and I am still sitting with an approved phone claim for a device that’s not available. On top of that, I have not received any outcome or communication regarding the claim for my smart watch.Why am I being treated this way after paying so much monthly for insurance that offers no practical help when I actually need it?I need to understand:
  • What is the plan with my smart watch claim?
  • Why is it taking this long to resolve?
  • When can I expect a final resolution?