ZL
ZANELE L
1 reviews | Active since Mar 2022
15 Mar 2022, 17:16
insurance
i recently bought a phone on contract (S** FE) in February with insurance and sadly my nice phone was ****** on the **th of March. I called Vodacom insurance several times but i was told the insurance was invalid...upon receiving my phone which i had bought online, it had a problem the sim card was not connecting i had no connection at all so one consultant from Vodacom advised me to take out my insured, contract sim an insert it to a different phone to check if i still don't have network and as i customer i did exactly as i was told because i don't know how it works and when i got the network i returned the contract sim card into my new phone however now when i report my phone ****** I’m told it was my fault to listen to expect from Vodacom advising me to take out my sim card because on their system the new contract sim didn't detect being inserted back on my new phone. I'm appalled and angry by Vodacom’s treatment because they making this as if it's my fault and they not willing to give me a new phone whilst i paid*pay for insurance. Was i not supposed to listed to the expects, how is this my fault now? I’m taking this issue to ombudsman because no client deserves this, it is *****.
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Replies (3)
Vodacom's replyOfficial
15 Mar 2022, 19:19 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
Vodacom's reply15 Mar 2022, 19:19
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
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ZANELE L's updateReviewer Update
18 Mar 2022, 11:08Good morning
Thank you for your response.
I have been told the reason of the decline and that's what I'm not understanding.
When i received my phone on the 4th of February it had problems with the network, it didn't connect so i called the call center stating my problem. During the co**** of me trying several times, switching it of and on again trying to get assistance from customer service and being transferred from pilar to post, one vodacom consult advised me to try put the sim card into a different phone to check if it would receive network. I did exactly that because i was referred to by an expert. Eventually the problem was resolved after a number of days and i took the sim card back into my new phone. I don't know why it didn't register that i didn't even know if it didn't register or to call the insurance because as a client everything was fine. When the phone was ****** i was using the sim card, it was in my phone. That is what confuses me and honestly sad by what I'm receiving from your end.
Who is accountable now and is it fair for the client?!
Kind regardsZanele Lukhele
Get BlueMail for AndroidOn Mar 16, 2022, at 18:52, Vodacomcomplaints < ***> wrote:Dear Customer,
Kindly note that your claim was declined due to Usage as the device and SIM Card were not used together on the Vodacom Network, any claim where there was no usage on the Vodacom SIM Card listed on your Vodacom that is used together with the insured Device, for a period of 7 (seven) days prior to date of Loss, Theft or Accidental Damage.
Please note that you submitted your Claim on the 13th of March 2022 and you last used your device and registered SIM Card together on the Vodacom Network in February.
Should you have any queries, please feel free to contact the writer hereof. Kind Regards, Grace Bronkhorst | Info Complaints & Social Media Finrite Administrators (Pty) Ltd
Building 3, Constantia View Office Park | Hogsback Avenue, Quellerina.
P O Box 22524 | Helderkruin | 1733
t +***4 | f +***0 ***| www.finrite.co.za
Disclaimer : The content of this e-mail may be confidential and may not be disclosed to, copied, or used by any person other than the addressee. Nor may it be distributed or copied without the consent of the sender. No liability or responsibility is accepted for information or data that is, for whatever reason, *******ed. The recipient indemnifies the sender against any and all liability of whatever nature and for any and all loss or damages howsoever arising from this e-mail and/or it's content. If you are not the intended recipient, please advise us by return email and delete all copies on your system. Finrite is not liable for any harm or loss resulting from malicious software code or viruses in this e-mail or its attachments, including data *******ion resulting there from. Finrite respects your privacy and acknowledge that this e-mail may contain personal information, which may belong to you. By sending this e-mail communication to Finrite, you expressly give Finrite consent to process and further process the personal information which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPI).
Thank you for your response.
I have been told the reason of the decline and that's what I'm not understanding.
When i received my phone on the 4th of February it had problems with the network, it didn't connect so i called the call center stating my problem. During the co**** of me trying several times, switching it of and on again trying to get assistance from customer service and being transferred from pilar to post, one vodacom consult advised me to try put the sim card into a different phone to check if it would receive network. I did exactly that because i was referred to by an expert. Eventually the problem was resolved after a number of days and i took the sim card back into my new phone. I don't know why it didn't register that i didn't even know if it didn't register or to call the insurance because as a client everything was fine. When the phone was ****** i was using the sim card, it was in my phone. That is what confuses me and honestly sad by what I'm receiving from your end.
Who is accountable now and is it fair for the client?!
Kind regardsZanele Lukhele
Get BlueMail for AndroidOn Mar 16, 2022, at 18:52, Vodacomcomplaints < ***> wrote:Dear Customer,
Kindly note that your claim was declined due to Usage as the device and SIM Card were not used together on the Vodacom Network, any claim where there was no usage on the Vodacom SIM Card listed on your Vodacom that is used together with the insured Device, for a period of 7 (seven) days prior to date of Loss, Theft or Accidental Damage.
Please note that you submitted your Claim on the 13th of March 2022 and you last used your device and registered SIM Card together on the Vodacom Network in February.
Should you have any queries, please feel free to contact the writer hereof. Kind Regards, Grace Bronkhorst | Info Complaints & Social Media Finrite Administrators (Pty) Ltd
Building 3, Constantia View Office Park | Hogsback Avenue, Quellerina.
P O Box 22524 | Helderkruin | 1733
t +***4 | f +***0 ***| www.finrite.co.za
Disclaimer : The content of this e-mail may be confidential and may not be disclosed to, copied, or used by any person other than the addressee. Nor may it be distributed or copied without the consent of the sender. No liability or responsibility is accepted for information or data that is, for whatever reason, *******ed. The recipient indemnifies the sender against any and all liability of whatever nature and for any and all loss or damages howsoever arising from this e-mail and/or it's content. If you are not the intended recipient, please advise us by return email and delete all copies on your system. Finrite is not liable for any harm or loss resulting from malicious software code or viruses in this e-mail or its attachments, including data *******ion resulting there from. Finrite respects your privacy and acknowledge that this e-mail may contain personal information, which may belong to you. By sending this e-mail communication to Finrite, you expressly give Finrite consent to process and further process the personal information which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPI).
ZL
ZANELE L's update18 Mar 2022, 11:08
Reviewer Update
Good morning
Thank you for your response.
I have been told the reason of the decline and that's what I'm not understanding.
When i received my phone on the 4th of February it had problems with the network, it didn't connect so i called the call center stating my problem. During the co**** of me trying several times, switching it of and on again trying to get assistance from customer service and being transferred from pilar to post, one vodacom consult advised me to try put the sim card into a different phone to check if it would receive network. I did exactly that because i was referred to by an expert. Eventually the problem was resolved after a number of days and i took the sim card back into my new phone. I don't know why it didn't register that i didn't even know if it didn't register or to call the insurance because as a client everything was fine. When the phone was ****** i was using the sim card, it was in my phone. That is what confuses me and honestly sad by what I'm receiving from your end.
Who is accountable now and is it fair for the client?!
Kind regardsZanele Lukhele
Get BlueMail for AndroidOn Mar 16, 2022, at 18:52, Vodacomcomplaints < ***> wrote:Dear Customer,
Kindly note that your claim was declined due to Usage as the device and SIM Card were not used together on the Vodacom Network, any claim where there was no usage on the Vodacom SIM Card listed on your Vodacom that is used together with the insured Device, for a period of 7 (seven) days prior to date of Loss, Theft or Accidental Damage.
Please note that you submitted your Claim on the 13th of March 2022 and you last used your device and registered SIM Card together on the Vodacom Network in February.
Should you have any queries, please feel free to contact the writer hereof. Kind Regards, Grace Bronkhorst | Info Complaints & Social Media Finrite Administrators (Pty) Ltd
Building 3, Constantia View Office Park | Hogsback Avenue, Quellerina.
P O Box 22524 | Helderkruin | 1733
t +***4 | f +***0 ***| www.finrite.co.za
Disclaimer : The content of this e-mail may be confidential and may not be disclosed to, copied, or used by any person other than the addressee. Nor may it be distributed or copied without the consent of the sender. No liability or responsibility is accepted for information or data that is, for whatever reason, *******ed. The recipient indemnifies the sender against any and all liability of whatever nature and for any and all loss or damages howsoever arising from this e-mail and/or it's content. If you are not the intended recipient, please advise us by return email and delete all copies on your system. Finrite is not liable for any harm or loss resulting from malicious software code or viruses in this e-mail or its attachments, including data *******ion resulting there from. Finrite respects your privacy and acknowledge that this e-mail may contain personal information, which may belong to you. By sending this e-mail communication to Finrite, you expressly give Finrite consent to process and further process the personal information which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPI).
Thank you for your response.
I have been told the reason of the decline and that's what I'm not understanding.
When i received my phone on the 4th of February it had problems with the network, it didn't connect so i called the call center stating my problem. During the co**** of me trying several times, switching it of and on again trying to get assistance from customer service and being transferred from pilar to post, one vodacom consult advised me to try put the sim card into a different phone to check if it would receive network. I did exactly that because i was referred to by an expert. Eventually the problem was resolved after a number of days and i took the sim card back into my new phone. I don't know why it didn't register that i didn't even know if it didn't register or to call the insurance because as a client everything was fine. When the phone was ****** i was using the sim card, it was in my phone. That is what confuses me and honestly sad by what I'm receiving from your end.
Who is accountable now and is it fair for the client?!
Kind regardsZanele Lukhele
Get BlueMail for AndroidOn Mar 16, 2022, at 18:52, Vodacomcomplaints < ***> wrote:Dear Customer,
Kindly note that your claim was declined due to Usage as the device and SIM Card were not used together on the Vodacom Network, any claim where there was no usage on the Vodacom SIM Card listed on your Vodacom that is used together with the insured Device, for a period of 7 (seven) days prior to date of Loss, Theft or Accidental Damage.
Please note that you submitted your Claim on the 13th of March 2022 and you last used your device and registered SIM Card together on the Vodacom Network in February.
Should you have any queries, please feel free to contact the writer hereof. Kind Regards, Grace Bronkhorst | Info Complaints & Social Media Finrite Administrators (Pty) Ltd
Building 3, Constantia View Office Park | Hogsback Avenue, Quellerina.
P O Box 22524 | Helderkruin | 1733
t +***4 | f +***0 ***| www.finrite.co.za
Disclaimer : The content of this e-mail may be confidential and may not be disclosed to, copied, or used by any person other than the addressee. Nor may it be distributed or copied without the consent of the sender. No liability or responsibility is accepted for information or data that is, for whatever reason, *******ed. The recipient indemnifies the sender against any and all liability of whatever nature and for any and all loss or damages howsoever arising from this e-mail and/or it's content. If you are not the intended recipient, please advise us by return email and delete all copies on your system. Finrite is not liable for any harm or loss resulting from malicious software code or viruses in this e-mail or its attachments, including data *******ion resulting there from. Finrite respects your privacy and acknowledge that this e-mail may contain personal information, which may belong to you. By sending this e-mail communication to Finrite, you expressly give Finrite consent to process and further process the personal information which will be done in accordance with the Protection of Personal Information Act (4 of 2013) (POPI).
ZL
ZANELE L's updateReviewer Update
30 Mar 2022, 08:45I'm so disappointed by Vodacom. This was an internal mistake but they are shifting the blame on me, no customer service there and they can't be trusted. Nothing good and fare came out of this!
ZL
ZANELE L's update30 Mar 2022, 08:45
Reviewer Update
I'm so disappointed by Vodacom. This was an internal mistake but they are shifting the blame on me, no customer service there and they can't be trusted. Nothing good and fare came out of this!