PATHETIC AND CLUESLESS CUSTOMER SERVICE AGENT

I bought a new Samsung A25 at Vodacom Campus Square in December 2024. I was advised that to activate my insurance, I needed to collect the SIM card. To my surprise, my account was billed for insurance. When I queried this with Vodacom customer service, I was transferred to the claims department and spoke to Tisetso Hlalele, who was rude and lacked telephone etiquette. She confirmed that I did not have insurance with Vodacom. When I asked why I was billed, she rudely told me she was escalating the issue and didn't know when I would get feedback. She asked me to hold, but after I disconnected the call, she never returned it.

I called back and spoke to another *********** agent, Keegan Rodicall, who confirmed that I was billed but the insurance was not active. He said he would cancel it and that I would receive cancellation and refund feedback within 24 to 48 hours. When I asked to speak to his superior, he refused and gave me the names Primrose and Mpho, who were both too busy to take the call and requested my contact details. He later transferred the call to Mpho, who was unaware of the transfer and asked me to explain the situation again. Mpho confirmed that he had cancelled my insurance, but instead of receiving a cancellation confirmation SMS, I received an activation SMS. I also did not receive an apology email from Tisetso as I had requested.

I WANT MY REFUND AND THE POLICY TO BE CANCELLED