No response after i send all the info u requested of my document's via my email why ?

Good day.

On 2023-05-08 at 5:30 in the morning i went with my son to open the gate as he was waiting for his transport to take him to work. At that time x2 suspects came out of the dark and put a knife against my sons neck and took my phone (note 10+) by force.

We are both traumatised about this incident and then to hear that I as a loyal paying customer can not claim from insurance.

My previous contract cell phone Samsung note 10+ was still in my care without my sim card as I used it in my new phone with cell number ***. My son was going to use it while he is waiting for his broken phone to be repaired.

My handset insurance was never carried over to my new upgraded cell phone (samsung s21 ultra) that I received in 2021.

So I was paying for cell insurance for almost 4 years, but its on my previous handset with imei nr. ***and serial nr. ***.

Vodacom cradle stone mall checked on the system and confirmed that my new samsung s21 ultra is not on my contract under warranty.

I've been a loyal customer from the early 2000's to date without complaints, without being late on my monthly instalments.

Why am I paying R395 monthly for 4 years and you refuse to replace my phone? Just because the system says "device not used on vodacom network at the time of the event". So my money was good enough but now you have every reason to decline my claim.

I think this is not my fault that your personnel did not transfer my monthly insurance over to my new phone. I as a customer do not know this and rely on your team at vodacom to assist and inform me when I upgrade to a new phone.

I opened a case of "****** with deadly weapon: Hekpoort cas 25/05/2023". The handset is blacklisted at vodacom Randfontein with ITC nr. ***2 and SAPS also black listed the handset.

Attached herewith please find the following i.t o. the cell insurance:- Statement by Lorraine Davies - page 1 and 2; Copy of Imei number; Copy of box indicating it was a note 10+; Message received with Cas number. Copy of email claim with reference number CLM*** as received from Cradle Stone Mall.

I really need your understanding and way forward.