Overcharged excess!!

I went to the New Market Vodashop on Monday the 26th of September 2022 for an insurance claim as I lost my iphone 12 128gb. The claim was approved and I was told that the iPhone 12 128 was unavailable and I had to choose between iPhone 12 64gb or an XS 256 gb. I then asked for time to think about my choice and the consultant gave me his contact numbers so I could inform him of my choice early in the morning the follow day. That very same night I sent an sms that stated that He should order for me an iPhone 12 64gb. The following morning he told me that he managed to order for me an iPhone 12 128 black. I was excited I do not want to lie.

I went back to your store on the 28th to collect device as I was told that it’s ready for collection. I was told that I had an excess of R2066 which I paid. Now I only realised when I was at home that the box of the phone was written ‘Apple certified pre-owned and I freaked out and called the consultant he didn’t seem surprised at all. He said he has knocked off already and he would call me to explain but the phone that I got had a good battery health. I started to wonder if this is something that is done to customers without them knowing. Some people never pay much attention to these things. Thinking back when the consultant was unboxing my phone he was very suspicious and I even made a remark about the phone box that was different from my first one and he never responded as if he was crossing fingers for me not to notice anything.

I looked through my insurance documents and I saw that it was possible to get a CPO but now my concern was the fact that the it was kept as a secret. And to make matters worse I was made to pay an excess as If I had received a new phone. According to my insurance document I was only supposed to pay R550. I called the voda insurance line and an agent by the name of Mpho confirmed that the insurance paid a full amount and I was supposed to get a new phone (iPhone 13) but honestly speaking I was not going to afford the top up and excess so had I been told that there was a CPO It was never gonna be problem. But they chose to treat me like a fool. He also told me that it was the stores decision to buy me a CPO so the reason I was charged so much excess is that on the system it shows that I got a new phone.

I was called back by Mpho the agent I had spoken to and he told me that I should go the store they will rectify the whole situation. I went (29/09/22) to the store after work and I waited for about an hour while the agent tried to call *** I was told that the matter was escalated and that I would be reimbursed for being overcharged. And I told them that I will keep the CPO but I want whats due to me. I went there today(30/09/2022) and it seems like they are not taking my matter seriously. I would appreciate if this matter could to be treated with urgency. I want my money back. I even left my banking details but till now I have not been paid my money.