Dissatisfaction with the service I have received regarding my cellphone insurance claim.

Firstly, I submitted my application and was never informed whether it had been approved. It was only after three weeks, when I personally called to follow up, that I was told the application had in fact been approved. This lack of communication is extremely concerning.

During that call, I also requested the structured tiers for the different cellphone values and corresponding monthly payments. To date, I have still not received this information, despite requesting it.

I was then advised to go into a Vodacom store to collect the replacement device. However, upon arriving at the store I was informed that the iPhone 15 Pro Max is discontinued, and I was given unreasonable and excessive access fee amounts to pay. After raising my concerns, I was told to call Vodacom Insurance again, as I was informed that your supplier still had stock of the device.

I followed this instruction and contacted the call centre. During that call, I was promised that I would receive an email within a week containing the necessary information to proceed. A week has now passed and I am still waiting, with no communication whatsoever. Of which a later called only to be told to go back in store. (A month has passed, I'm still without a phone).

What makes this situation even more frustrating is that I am currently paying close to R600 (R576) per month for insurance on a device that is covered at R24,950 (as per the document you recently sent me) which is incorrect. According to Vodacom’s official contract pricing in April 2024 when i purchased, the iPhone 15 Pro Max the retail/contract price of the device was R31 500 (which relatively makes sense for the premium that i am paying), yet Vodacom Insurance is charging an access fee of R11,000+ — a figure that is inconsistent with the device’s original deal and insured value. There is a catalogue I sent to their via email as proof till today this has still not been replaced.

I have been a loyal customer who has never missed a single payment, yet the level of service I am experiencing is unacceptable. At this point, I feel that I have exhausted all reasonable attempts to resolve this matter directly.

I would like to know is this fair treatment of a loyal paying customer?I request a clear written response and resolution as soon as possible. THEY DO NOT EVEN DESERVE THE ONE STAR I GAVE THEM!!!