Paying for Insurance but Left to “Fight It Out” Myself – Vodacom Fails to Assist with ****** Phone

I am extremely dissatisfied with the shocking level of service I have received from Vodacom regarding a ****** cellphone on my double-deal contract. I pay my contract and insurance every single month, yet since my phone was ****** on 21 November 2025, Vodacom has done nothing to help me resolve the matter.

The theft was reported at Vodacom Zevenwacht Mall, where I was told there was a system issue preventing the phone from being blacklisted. I was given a blacklisting form to complete and was assured I would receive feedback via email or telephone. Instead, I received one missed call and a voicemail from someone claiming that the device “was already blacklisted” and that she “didn’t know what I am going to do next.”

This makes no sense because:

The phone could not be blacklisted when I reported the theft — the Zevenwacht consultant referred it to Vodacare due to the system issue.

I personally saw the message on the system stating the IMEI had already been blacklisted.

The reason for this is that the phone was previously ****** in July 2024, was blacklisted, then later un-blacklisted at Vodacom Sitari once it was recovered.

The system also showed the phone was last used on 21 November 2025, the day it was ******.

I went back to Zevenwacht Mall on 17 December 2025 and was again told there is nothing they can do. I was told to obtain another police affidavit stating the delays are not caused by me. I did that, submitted it, and was told it would be sent to the insurance for guidance.

Today, 18 December 2025, I followed up only to be told:

Insurance says they cannot do anything, and that the store must refer to Vodacare.

Vodacare apparently referred the store back to insurance.

Meanwhile, I am still paying for a phone I no longer have — including insurance charges.

The final instruction I received was that the manager suggests I come to the store myself to phone the insurance and “fight it out with them.”

How is a paying customer expected to “fight” between departments when the issue lies with Vodacom’s own systems? How am I expected to blacklist a device when blacklisting is Vodacom’s responsibility? Why am I paying for insurance when I am given no support in using it?

I have fulfilled every requirement:

I reported the theft immediately

I completed the blacklisting form

I obtained affidavits

I followed up repeatedly

Yet I am left without a device, without a claim, and without assistance. I expect:

1. Immediate clarification on the IMEI status

2. A resolution between Vodacom, Vodacare and the insurance – not passed back to me

3. Processing of my insurance claim without further delay

4. Feedback in writing with timelines

I am asking Vodacom to urgently take accountability. As the customer, there is nothing more I can possibly do. I refuse to keep paying for a ****** phone while Vodacom passes me around with no answers.

If I could give a minus rating I surely would!