1 reviews | Active since Dec 2022
Sim card and not Phone insured
I have been a client of Vodacom for more than 15 years, and have 8 different contracts with them. I pay my account and even have they insurance as well. Unfortunately on the 25th of April 2023, my husband became one of the statistics in SA, and was ****** for this phone and Tablet. I was not worried as the devices was insured and was just glad my husband was okay. We reported the incident and got the case number as requested by Vodacom, the devices was "Black Listed" and we went to Kolonade Vodacom to get this sorted. a very helpful Sello tried to help us to get the new devices. The claim was rejected, because the sim card that was in the device that was stollen is not the sim card that was supposed to be in that device. I phoned Vodacom Insurance and was informed that the terms and conditions clearly state that the contract number that is register to that device need to be in that device for them to replace the device. I asked them to please provide me with a copy of the signed terms and conditions, but was informed that that would take 48 hours for them to get. I know for a fact that the day the insurance was take out, i went to the vodashop and gave my cellphone with my "my vodacom" app and she helped me to insure all the devices. Insurance in write for the clients negligence and you insure the device not the sim card. How is it possible that I cant use my device the way I feel fit, if I pay my installments every month. This was all in a recorded conversation that I had with Yvonne Mokaleng and she said that that is how it works, I then requested to speak to her manager a Mr I Pule and she said that she explained every thing to hm and he is busy an can't take my call. Please explain to me how a sim card insured and not the 25k phone?
Please be advised that you did surly not listen to the conversation I had with Yvonne on the 3rd of June 2023, where I asked that the
- signed copy of the Terms and conditions please be sent to me via email
- as well as the declined claim letter
- and a copy of the conversation we had.
I was informed that would have been provided to me within 48 hours (2 working days).
However 48 hours have passed and still not one of these request were provided.
Like I said in the conversation that I had with Yvonne and the complaint I left on Hellopeter - insurance is written for the clients negligence, and I pay my premium each month and as I am paying for the devices, I CAN USE THEM HOWEVER I FEEL FIT. That is why you have insurance on your personal belongings.
I was never informed of the terms and conditions of this insurance, how can Vodacom hold me as a client liable for something that I pay for each and every month but did not sign of receive a copy of that terms and conditions, once again I went to the Vodashop in The Grove Mall and provided the lady with my phone and said all the DEVICES that is on my account should be insured. Not Once she said that this was the terms and conditions, just after each device was insured that my installment would increase with this amount.
I think the only way forward on this would be for me to get legal advice regarding this.
I know that I did not sign that terms and conditions and therefore can not be held liable for the fact that the contact number was not in that device.
I trust that I will be hearing from you soon.
Kind regards
Cherie Loock
Please be advised that you did surly not listen to the conversation I had with Yvonne on the 3rd of June 2023, where I asked that the
- signed copy of the Terms and conditions please be sent to me via email
- as well as the declined claim letter
- and a copy of the conversation we had.
I was informed that would have been provided to me within 48 hours (2 working days).
However 48 hours have passed and still not one of these request were provided.
Like I said in the conversation that I had with Yvonne and the complaint I left on Hellopeter - insurance is written for the clients negligence, and I pay my premium each month and as I am paying for the devices, I CAN USE THEM HOWEVER I FEEL FIT. That is why you have insurance on your personal belongings.
I was never informed of the terms and conditions of this insurance, how can Vodacom hold me as a client liable for something that I pay for each and every month but did not sign of receive a copy of that terms and conditions, once again I went to the Vodashop in The Grove Mall and provided the lady with my phone and said all the DEVICES that is on my account should be insured. Not Once she said that this was the terms and conditions, just after each device was insured that my installment would increase with this amount.
I think the only way forward on this would be for me to get legal advice regarding this.
I know that I did not sign that terms and conditions and therefore can not be held liable for the fact that the contact number was not in that device.
I trust that I will be hearing from you soon.
Kind regards
Cherie Loock