Complaint Regarding Lack of Insurance Disclosure on Device Purchase and Arrogance – Trade Route Mall Vodacom Store

I am writing to formally raise a complaint regarding my recent experience with the Vodacom store located at Trade Route Mall.

I purchased a device on the “Easy to Own” deal from that store and was under the impression that insurance was included in the deal. At no stage during the sale did the sales consultant, who goes by the name Ali, inform me that I needed to take out insurance separately.

Unfortunately, my phone was recently ******. When I attempted to submit a claim, I was informed that no insurance policy was ever taken out. This was the first time I was made aware that insurance had not been included or arranged at the time of purchase.

I returned to the store to query this matter. The consultant, Ali, claimed he had informed the people I was with about the insurance — but I, the customer, was never directly told. The store manager, Shaheed, who also introduced himself as the "owner", was dismissive and arrogant, offering no assistance whatsoever. Neither he nor the consultant offered to even check the status of my device or whether it was active. Instead, I was told very bluntly that “nothing can be done” — even if I take the matter further.

I find this lack of responsibility and transparency extremely disappointing. I trusted Vodacom and its representatives to provide full and accurate information, and I believe I was misled. Had I been properly informed, I would have ensured that the device was insured.