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Mundi B

1 reviews | Active since May 2011

03 Jun 2020, 12:55

Phone insurance is of no help

I have been a Vodacom customer for more than 10 years. My account has never been in arrears and paid by debit order. I have insurance on my phone which is also paid every month. I have submitted a claim on 02/06/2020 with Denise at Vodacom in Secunda Mall after I lost my phone. I still had the original box and she could therefore blacklist the phone and stop the sim card. I now have to wait! I don't have a spare phone, but when I mentioned this, she just shrugged her shoulders. When I inquired again this morning, I received the Hollywood answer: Don't call us, we'll call you. I am an HR Manager and my phone is my life line. Why am I paying insurance if I cannot replace my phone when I need to? I really get the feeling that Vodacom tries to make it as difficult as possible to submit a claim.

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Replies (2)
Vodacom
Vodacom's reply03 Jun 2020, 13:47
Official
Dear Customer, 
 
Thank you for making us aware of your complaint. 
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query. 
 
***Please note*** Beware of phishing ****s. 
 
Vodacom will not contact you via Whatsapp to request your personal details 
 
Regards, 
 
Vodacom Consumer Website Team 


MB
Mundi B's update03 Jun 2020, 19:11
Reviewer Update
The computer generated and "general" response to all customers, was not exactly what I had in mind. The consultant did try and contact me, but, as I mentioned in the complaint, I do not have a phone! They therefore only managed to make contact with the alternative contact number I had to provide. I am still not satisfied with the service I received and with the way in which I was treated. I pay for the "privilege" to have a phone and I pay the insurance without any delays and I therefore expect service without delay.