Bad customer service!

<p>We are trully dissapointed with the service received from Vodacom 4u , the Brits Mall branch. On the 25 May 2015, my husband Khanyiso Ngamlana took out a cell phone contract ( ********** ) for the first time with Vodacom.</p> <p>We indicated to the consultant that we would like to insure the device. We were given insurance papers to fill out. A few months later my husband's cellphone was lost. We enquired within the branch and we were told that we were not insured. So we left and we could not recall where our copy of the contract was.</p> <p>So we bought a new new device and continued to use the same number.</p> <p>Just last week (25 November) we lost that device and we went to the branch again to do a sim swap to another device. We enquired with the consultant that was helping us that we thought we had taken insurance for this contract. She then pulled the store's copy of the contract from the back which indeed proved that insurance was taken. Now we are not sure why we were not told when we enquired the first time that we were covered.</p> <p>The second matter is that the terms like itemised billing, CLI etc were not explained to us. My husband has not had Call Line Identity. When we enquired inside the branch, the same consultant Caroline (who helped us when we took out the contract) told us that a fee of R900 is payable upfront to enable CLI. We did not have such funds and so my husband has missed important phone calls for over a year. Only recently were we told that the fee is actually R9.50 a month and can be activated anytime. This we were informed by another consultant.</p> <p>The above dispute has been lodged with the branch on the 27th November 2016. We have yet to receive any updates with regards to any progress.</p>