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Antonio C

1 reviews | Active since Jun 2011

19 Nov 2025, 02:52

EXPECT NO SERVICE AND LOTS OF STORIES

I am writing to express my deep frustration with the way Vodacom Insurance has handled my recent claim for my ****** iPhone 15 Pro.

During the claim process, I was clearly informed that no betterment fee would be app**** to my account. However, when I arrived at the Vodacom shop to finalise the replacement, the betterment fee was still on the system. The staff at the store confirmed that it should not have been there — yet they were unable to remove it because Vodacom Insurance had not updated their side correctly.

This resulted in unnecessary delays, confusion, and wasted time, with no one taking responsibility for correcting the error.

On top of this, I was required to upgrade to an iPhone 16 Pro due to stock unavailability, and I was also charged a 30% excess as a “second claim within 24 months.” The financial impact is already significant, and the incorrect betterment fee added further stress and inconvenience.

To make matters worse, when I contacted Vodacom Insurance, I was assisted by a consultant named Vanessa, whose dismissive and unhelpful attitude made the situation even more frustrating. Instead of resolving the issue or taking ownership, she showed no willingness to assist and provided no clarity or solution.

I am requesting the following:

Immediate removal of the incorrect betterment fee from my account.

Written confirmation explaining why the fee appeared when I was told it would not be charged.

Accountability for the delay caused at the store.

Escalation of the matter to a senior manager for proper oversight.

Feedback regarding my previous complaint, which has still not been addressed.

I expect this to be resolved urgently. If not, I will escalate the matter to the Ombudsman for Short-Term Insurance as this situation reflects poor administration, misinformation, and inadequate customer service.

0
Replies (2)
Vodacom
Vodacom's reply19 Nov 2025, 07:13
Official
 
Dear Customer, 
 
Thank you for making us aware of your complaint. 
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query. 
 
***Please note*** Beware of phishing ****s. 
 
Vodacom will not contact you via Whatsapp to request your personal details 
 
Regards, 
 
Vodacom Consumer Website Team 
AC
Antonio C's update20 Nov 2025, 10:15
Reviewer Update
IT IS CONVENIENT TO SAY THAT YOU CONTACT SOMNEONE BACK WHEN THERE IS NO COMMUNICATION WITH THE PERSON WHO COMPLAINTS. THIS AUTOMATIC RESPONSE ONLYU MAKES YOU LOOK GOOD.

I am absolutely fed up with Vodacom and Vodacom Insurance. After my previous complaint, the situation has become even worse. My iPhone 16 insurance claim was handled with shocking incompetence. They keep making up rules, twisting terms, and trying to force me to pay for “betterment” when my records clearly show I do not owe it.
For two nights in a row, I went to the store only to face rejection again because the insurance team can’t even read their own system properly. Instead of checking facts, they prefer to create rules on the spot to push extra costs onto customers.
I still have no phone, I’ve lost time, money, and business, and their arrogance is unbelievable.
On top of that, the sales team promised a contract adjustment and said the cancellation team would contact me. It has been almost a week — and nothing. Zero follow-up.
Vodacom’s behaviour clearly shows one thing: they care only about money, not honesty or service. I’m tired of being misled, ignored, and forced to pay for their mistakes.