SO FED UP!

On the 29th of September, I booked in an insured phone for repairs after dropping resulting in a cracked screen.

On the 2nd of October, I received an SMS sating the phone has been received by the Fourways Mall repair center and I also received another SMS later on stating the repair cost. I called them and told them to put it through insurance that it is insured and I gave the information at the Vodacom shop when booking the phone in to be repaired. They said that they would put it through insurance. Later on, I received an SMS stating that the claim was made with insurance.

On Monday I received a call from a lady at Vodacom insurance asking me if I wanted to pay the excess and have the phone repaired or select a new phone to the value of the cover. I told her I would have to think about it and would call her back in a bit.

I called back and was answered by another lady. I told the lady my story and she told me that I have "back premiums" to pay with the excess but the amount for the "back premiums" has to be calculated first. She said that there is a backlog and I would have to call in on Friday when the will have the calculated amount.

Back premiums?! Apparently, the phone was under-insured... What...?! Firstly, when I had this phone insured it was done over the phone. The lady that set it up should know what she is doing, she setup up the premium and everything. She obviously didn't do it correctly because now I am being told I have these "back premiums" to pay alongside the excess for the phone repairs. I will not pay these "back premiums" as I did not apply for insurance at a branch or filled out an amount for the value of the phone... The woman that set the cover for the phone was to set the correct value of the phone and the correct premium that I must pay. But now I must pay back to longs? No. I won't. It is not my fault I was under-insured - it was the fault of the woman who set it up.

Come today, Friday. I call Vodacom Insurance. A lady takes my call. I tell her my story and she says she will check with the relevant people in regards to the calculated "back premiums" as it is not showing on the system and put me on hold... For over 17 minutes - the total call was 18 minutes and 43 seconds until I had another incoming call from... Vodacom Insurance!

I answered and it was the same lady that put me on hold. I told her that I am going to cancel the call that I was on hold and accidentally cut her call. So I also hung up on the call that I was holding on. She then called me back and apologized for the long wait. She said that the "back premiums" were not calculated. Monday to Friday and this was not done? She said that she has a collegue calculating it, that it will take 15 minutes and she will call me in 15 minutes.

After Hanging up I see that I had received an SMS from the repair center in Fourways Mall stating that I have "not accepted the quote" and that "the device will be returned not repaired"! What is going on?!

Two hours later - no call received. So, I decide to call Vodacom Insurance once again to find out what is going on as I want my phone repaired and sorted. Another lady answered. Again, I told my story. She said she will check on it for me and to please hold to which I did... for over 16 minutes and then I hung up as I have had enough of being put on hold for too long. Total call time this time around was 17 minutes and 27 seconds!

"One last time...", is what I thought to myself while calling Vodacom Insurance once again to hope, that this time around, someone will have an answer for me. This time it took about 2 minutes for my call to be answered but no one was there except for the people I could hear having a fat chat, laughing and whatnot in the background! I said, "Hello?" a few times but no response. I then resorted to shouting out "Hello!" a few times so loud that my son who was on the other side of the house started shouting back, "What?!" at me, thinking I was referring to him! I then hung up and left it at that and will not be calling anymore. I'm so annoyed by this!

Please, will you guys short your **** out and have this resolved?!

I won't be calling in anymore. I will not be paying back these, "back premiums" that are the fault of the lady who set it up... And, I will not be inconvenienced to having to go back to the branch to rebook my phone in for repair seeing that it is being sent back there from the repair center in Fourways Mall.

Come on, Vodacom!