Ongoing Issues with Vodacom Phone Insurance and Unresolved Claim

I am writing to formally raise a complaint regarding the ongoing issues I have encountered with my phone insurance policy, which has yet to be resolved.

On 03/05/2024, I purchased a phone from Vodacom and was offered two months of free theft coverage. I explicitly requested that my cover be activated after the two-month free period, ensuring that my comprehensive insurance would begin once the free cover expired. I signed for this policy, and I was assured it would begin on 17/08/2024, once the free period ended.

However, upon contacting Vodacom on 17/08/2024, I spoke to an agent around 8 am to confirm that my comprehensive insurance had been activated. I was told that my theft cover was still active until 15/10/2024, and the comprehensive insurance would begin on 15/10/2024, as agreed.

Despite this confirmation, when I was ****** on 20/09/2024, I immediately contacted Vodacom on 21/09/2024, and again I was assured by an agent that my insurance was active. I also visited the Cornubia Mall Vodacom store on 20/10/2024, where an agent informed me that I needed to contact customer care to confirm that I had paid the account to process my claim. I left the store with the documents requested.

Following this, I submitted the claim myself and waited for an update. After a week of waiting, I was told by an agent that my claim was declined because the free theft cover had expired. When I questioned the status of my comprehensive insurance, I was told that I would need to visit the store where I bought the phone to resolve the matter. This response is extremely frustrating because I was clear from the start that I only wanted comprehensive insurance, which I had been promised upon purchase.

I am now paying for a 36-month contract and still do not have the coverage I was assured of at the time of purchase. I feel I have been unfairly treated, and I am extremely dissatisfied with Vodacom’s handling of this issue.

I request immediate escalation of this matter to the relevant department. I also expect to receive copies of my signed contract and all phone recordings from the interactions I’ve mentioned, including confirmation of the insurance activation details.

I trust that Vodacom values its customers and will take prompt action to resolve this issue.

Thank you for your attention, and I look forward to your swift response.