Incorrect Billing for Vodacom Insurance and Request for Refund

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding incorrect billing for Vodacom Insurance following my phone upgrade.

On Friday, 21 November around 20:30, I upgraded from Iphone 15 to Iphone 17 at Vodacom Century City, where I was assisted by Jabu. During the upgrade, I explicitly requested insurance for my new iphone 17. My previously phone Iphone 15 was ****** and had not been insured, and I had received an SMS the following morning confirming insurance cover from Vodacom Insurance for iphone 15 and not Iphone 17.

On Saturday, I contacted Vodacom and spoke to Liam, who confirmed that my previous iPhone 15 was insured and not the iphone 17. I explained that I was unable to use my new phone, as I had previously lost an uninsured device and did not want to risk being without cover again. Liam advised that he could not change the insurance details and that I would need to wait for Jabu, who was scheduled for an afternoon shift. I requested that Jabu contact me, which did not happen. I followed up again around 14:00 and was informed that Jabu was busy with other clients and is unable to assist.

Due to the lack of assistance, on 24 November I obtained alternative insurance for my iPhone 17. On the same day, Thando from Vodacom Insurance confirmed that the insurance had been corrected and updated to reflect the correct device. I called to cancelled Vodacom Insurance, as my phone was now covered under another insurer.

Despite this, I later received a statement showing that I was billed for both November and December insurance premiums. I contacted Vodacom and was advised that the matter would be rectified. However, insurance premiums were deducted again yesterday, despite the cancellation and assurances provided.

This matter has now caused unnecessary inconvenience and financial prejudice. I therefore request:

A full refund of all insurance premiums incorrectly deducted for November and December

Written confirmation that Vodacom Insurance has been fully cancelled

Assurance that no further deductions will be made going forward

I expect this matter to be resolved urgently. Please confirm when the refund will be processed.