Phone Replacement

On 14th September 2019, at 3:00 in the morning, there was a burglary into my apartment complex. My cell phone and (work)laptop were ******.

On the 14th of September I went to Vodacom Mall of the North, Polokwane, were a new sim swop was done. At that stage I told them that is the reason for the sim swop due to the phone that was ******. They said that the phone can be replace as I do have insurance.

I received the case number after two weeks from Polokwane Police station, I then went back to Vodacom where they indicated they need the case number. I gave them the entire police docket, which was not good enough as they now said that I need an affidavit for the phone only. Never ever at any stage the procedure to follow was indicated to me. No-one said that the phone had to be registered as lost. Why was this not done by Vodacom at first when the sim swap took place. Now I have been send from pillar to post, up and down, not even taken into consideration that I am 69 years old. I was in a terrible state with my sugar going up to 16. No one going through an ordeal like this will be able to think straight at all.

After I received the affidavit I went back to Vodacom were one of your staff members register it and he said to me I need to come back a week later. By this time I have to mention that I am working out of town and it is not always possible for me to get to Vodacom. I went to Vodacom this Saturday 7 December to find out what the progress is so far after I submitted the necessary documentation. The Vodacom staff member let me sit and wait there for two hours and eventually told me that they did not receive anything. He then emailed the information again, let me wait another hour, where I was then informed that the insurance is declined because this was not done within 30 days.

I was informed that Vodacom’s insurance changed to a new insurance. As a Vodacom customer, I was never informed of that. I have not signed any documents for the new insurance, never the less I want all my insurance money back as Vodacom did not assist me at all or a phone replacement as I have an old phone that is not 100% functional.