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Thanduxolo M

1 reviews | Active since May 2013

13 Feb 2019, 17:56

Insurance Cancellation Not Done

For several weeks I tried to get my insurance cancelled on the P-Smart that I gave away but each time I did, I waited for hours without the call being answered. I eventually went to The Workshop Vodashop where Iwas told to keep trying. They told me there's a change happening from one insurer to another and that things will eventually become better after the end of January. I tried calling again on 1st February when the new provider came on board as advised and got through almost immediately to an agent who confirmed that my request to deactivate the insurance was put through but it's not removed and I have been charged R85 twice for a phone I gave away on Cheistmas Day to my cousin. I love Vodacom with all my heart but lately I've been experiencing some kind of bad weather.

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Replies (4)
Vodacom
Vodacom's reply13 Feb 2019, 18:05
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  
Vodacom
Vodacom's reply14 Feb 2019, 11:26
Official
Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction with our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organization.
Please be advised that you may contact Finrite directly on *** or via email at ***. Kindly note that due to a change in Service Provider, there may be a delay in response.
Regards
Vodacom Consumer Website Team
Vodacom
Vodacom's reply14 Feb 2019, 11:27
Official
Dear Customer,
Kindly note that your query is currently being addressed by the relevant department, who will be contacting you to offer further assistance. Priority has also been requested.
Regards
Vodacom Consumer Website Team
TM
Thanduxolo M's update13 Apr 2019, 03:20
Reviewer Update
I'm at my wits end Since the end of December, I've been trying to cancel my insurance on ********** 014 to no avail. I gave the phone away on Christmas Day and therefore no longer needed insurance on it but I couldn't get through to the call centre. After countless telephonic attempts, I went to seek assistance from the Durban Workshop Vodacom Shop sometime in January, where I advised Vodacom is in the process of changing service providers and as such, the outgoing vendor is understaffed so I must call ********** . I called ********** on 1 February from ********** 014 to cancel my insurance and in no time I was advised my wish is granted. I called again on 26 February to confirm but guess what? I was billed for insurance again in March and I called again on 20 March from the same number ********** 014 and had a long conversation about my grievances. The representative assured me she'll log a request to her solutions experts to resolve the issue and that someone will call me back. Guess what? I never received a text confirming she logged anything and I didn't get feedback either. It's April and I'm again invoiced for insurance premiums on that number and I'm just expected to pay because if I don't, Vodacom will switch my phones off. Now you tell me, is this fair treatment for my loyalty?