Disgraceful Service from Vodacom

Three months ago I handed in my cellphone to a Vodacom store (Mountain Mill Mall in Worcester) for it to be fixed because my phone had fallen, resulting in my screen being cracked. Because I had asked for insurance when I took out the contract, I expected that the insurance would cover the damage and that I would only have to pay an excess fee.

To my surprise, it turned out that Riana ( the consultant that helped me take out the contract) did not state/ insert into the system that I wanted insurance, perhaps because she was too interested in trying to find out my father's age than doing her job. I only found out that "I DON'T HAVE INSURANCE" 3 weeks after handing in my phone (which was the time I was given that it would've taken for my phone to be fixed) because not once did anyone try to contact me regarding the situation.

I was told that they would send my phone back to repairs because I had proof that I asked for insurance. That was probably the last truth I heard from the store because I've had to listen to one lie after the next, one story after the next, one excuse after the next.

IT'S BEEN MORE THAN THREE MONTHS AND I STILL DON'T HAVE MY PHONE. Throughout this time I havn't received any contact from any of the the consultants(Marvin & Mitchell) I've spoken to, even though they promised me that they would when I pleaded them to, which means I've had to drive there myself just to find out what's happening. And because I don't live nearby, I've had to pay R450 for petrol for each of the six times I've had to go to the store.

Throughout this time I havn't missed one payment, for a phone that I don't have. I AM PAYING FOR A PHONE THAT I DON'T HAVE AND I AM NO LONGER WILLING TO CARRY ON.