Bad Unfair Treatment

I am writing this with sadness and anger on behalf of my mom who is a pensioner and is being treated unfairly. So my mom bought phone at Vodacom shop at Cape Gate shopping center last year around June /July. It was an upgrade contract as she has been with vodacom for years. She has always been a trustworthy customer. We are shocked that they are treating their honest faithful clients like this.

The phone in particular was a samsung S22ultra. So she never insured the phone. Until her friend lost her iPhone and and didn't have insurance. She than gathered that she needs to insure the phone asap. She went back to vodacom. They asked for the phones IMEI number which is weird because they should have it as its a contract phone. But none the less she gave them the number. The phone is a dual sim. Which has 2 IMEI number but because we are dealing with an elderly person, she was not aware or made aware of this. They insured the phone with that IMEI number. Little did we know that close to 4 months later. The very same phone will get lost. She now goes back to seek help from the very same store she has trusted for years.

To her surprise, they tell her that she should have given 2 IMEI numbers when she was insuring the phone. But HOW WOULD SHE HAVE KNOWN. They know better and they are in the position to advice an elderly woman better. Now they are taking her from pillar to post when its time for her to claim. First they said she must leave the affidavit she made at the police station behind when she first went to claim. Then they asked for it again saying they need a copy but they failed to mention it. Than now its the IMEI number issue. She insured the phone not the sims. In our understanding. She is frustrated and disappointed that vodacom can do this to her. Please help my mom.

Her name: Nosipho Shiela Masiba Contact info: *** ID: ***