Nightmare! Wilful Deception and Lies

Hout Bay Vodacom. I have never had such appalling treatment by people, let alone a shop, in my life.

I took a contract for an IPhone 11 Pro with the best all-cover insurance because it is expensive and I know I am clumsy.

Long long story short(ish), I had to claim twice, I needed my POP to unlock my Apple ID, they kept not being able to find it & then gave me the same wrong receipt twice telling me it was different one and for the new phone ...but now I have found out there is no receipt for this phone. A month or so ago they changed their story, denying I had ever claimed insurance from them at all & so couldn't claim as new phone didn't exist..

They even blatantly denied having received my replacement phone to the store.

Cassifa Toffar, the manager of the shop, called me mad a number of times, rolled her eyes, shouted, walked away, threatened to call security when I said I wouldn't leave until we found out what was happening... I was paying for a phone... & premium insurance for a phone... that was, by their record,

non existent...

It has all come out now... There is no paper trail at their branch or on insurance. Someone at their store never logged this phone on the system, or my insurance claim...

Though they were all there on the several occasions I sent the phone away and received it, they all denied I ever came in... Yet remember specific details that they think may serve their agenda.

I live in Llandudno and have never visited another branch.

It turns out they did not log it into the insurance or make a claim on the system, so the second phone they gave me, that I have paid R300 insurance for each month for a year and a half... Is not insured. It does not exist on their system. The phone or the insurance claim.

I spent 6 months without a phone, which I use for business... The reason I invested in that phone & the premium insurance was because I needed the best camera in a portable package for business...

Going into the shop in the beginning, was a big charade... Each time they would give me the same receipt & tell me it was a different one to confuse me... I only realize that now having compared the receipts side by side & found my original phone's barcode.

In the beginning no one told me there was no insurance claim laid, but now six months later, I have put all the pieces together.

No one filed any paper work, therefore it is impossible for me to lay my new insurance claim.

The phone they gave me does not exist on any system of theirs. There is no record I made any claim to begin with.

The worst part? Everybody had me nearly believing I was going mad... They gaslighted me, shouted at me, told me I was mad... And refused to help every single time.

Finally, we have found paperwork to prove that they sent the phone & received a replacement phone & the R300 plus I spend on insurance each month hopefully will not go to waste.

In the last week I spent R12000 on a new phone, buying a midrange one outright because I am struggling to conduct business between my husband's phone and a broken cheapie...

So they have incurred me that expense as well as the loss of business.

But mostly... I nearly cried everytime I went in. They **** to my face, on multiple occasions & sent me on wild goose chases so I would not find out the error that occurred. They completely broke contract... They also broke a human contract of dignity and respect for others. Customer service there.. It does not serve the customer...

If I were you, I would drive further to protect yourself from bad business ethics, & a space where there is no consumer safety whatsoever. These people have no moral code & clearly cannot do their jobs properly. Cannot do basic paperwork even. So your money investment is not protected, if/when they mess up, they'll lie to protect themselves, rather than work to solve their mess.

There are no rules, it is the wild west in that store. Cassifa Toffar, the manager was the ring leader of the whole deception & her stand in manager Anoosh (?), I think, & Zaid were beyond hostile. Waseem took my phone & handed the new one to me.