No insurance for device complaint

I am writing to formally express my dissatisfaction regarding the handling of my Vodacom Home WiFi router account after the router was ****** last night.

Immediately after discovering the theft, we contacted Vodacom Customer Care to report the incident and request that the router be cancelled or blocked to prevent any unauthorised usage. During this call, we were informed that there is supposedly no insurance linked to the device.

This response was extremely frustrating and unacceptable, considering that we specifically requested insurance to be added to the router when the contract and device were arranged. It is deeply concerning that we are now being told otherwise only after a theft has occurred.

As a customer, I find it unfair that we took the necessary precautions by requesting insurance, yet now appear to be left without any protection or assistance. We trusted Vodacom to correctly process and apply the requested services to our account, and this situation raises serious concerns regarding either administrative negligence or misinformation provided during the setup process.

I request the following as a matter of urgency:

A full investigation into whether insurance was requested and/or incorrectly omitted from our account.

Confirmation of all products and services linked to the router contract.

Immediate assistance regarding the ****** router and any liability attached to the account.

Written feedback explaining how this matter will be resolved.

Please treat this complaint seriously and escalate it to the relevant department if necessary. I expect prompt communication and a fair resolution to this matter.

Kind regards, Hanro Visser *** (Home Wifi Router nr - *** )