SB
Saleem B
1 reviews | Active since May 2016
02 Apr 2025, 15:33
System Error
Hi Peter,
I have been a customer of vodacom for years, last week I went to claim to repair two of my devices, They got damaged the same time. Today I was informed I was not using my device with my insured sim card. to my knowledge its 6-7 days as the device was not working. I have always followed the rules and the terms and conditions when claiming. No word from the second device yet Vodacom Insurance System is saying I haven’t used my device for more than 30 days. I spoke to Nkele More when I contacted them. I asked her to basically to prove the system did not make a mistake. I work on automated system daily and know sometimes something can go wrong. She gave me her team lead email that I have now tried 9 different ways and it still says it does not exist. I ensured the email she read to me was correct she spelled each letter They standing firm and I feel like I am a ****. Been paying for almost 3 years and somehow even though I claimed before and kept do the terms and conditions the system says I didn’t. Can you help?
Helpful (0)
Replies (6)0
Replies (6)SB
Saleem B's updateReviewer Update
02 Apr 2025, 15:42other device was approved
makes no sense
makes no sense
SB
Saleem B's update02 Apr 2025, 15:42
Reviewer Update
other device was approved
makes no sense
makes no sense
Vodacom's replyOfficial
03 Apr 2025, 08:01 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
Vodacom's reply03 Apr 2025, 08:01
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
SB
Saleem B's updateReviewer Update
03 Apr 2025, 15:28No feedback has been provided. all I'm hearing is what your system indicates
But no one can explain how one device was approved and the other one not. even if I keep repeating we took out the sim cards the same time before taking it to Vodacom.
Make sense of what you are saying. don't hide behind your generic replies. Some one has been trying to contact me and leaving soundless messages and I'm still waiting on the recorded video from Vodacom insurance. Just say no we do not want to pay and we are not sorry for keep debiting your account for almost 3 years. now that the contract is close to the end you tell me the system said I did not comply. I have been a customer for than ten years straight. don't give generic replies or logs or reports that you know you can not prove. Be professional and lay it out so that I don't have assume what you talking about but rather I know exactly what you think. Yes I am mad. you are cheating me and making me out to be a ****. what can I do with a cellphone that's not working but I must still comply to the rules of the contract but according to you I did not
But no one can explain how one device was approved and the other one not. even if I keep repeating we took out the sim cards the same time before taking it to Vodacom.
Make sense of what you are saying. don't hide behind your generic replies. Some one has been trying to contact me and leaving soundless messages and I'm still waiting on the recorded video from Vodacom insurance. Just say no we do not want to pay and we are not sorry for keep debiting your account for almost 3 years. now that the contract is close to the end you tell me the system said I did not comply. I have been a customer for than ten years straight. don't give generic replies or logs or reports that you know you can not prove. Be professional and lay it out so that I don't have assume what you talking about but rather I know exactly what you think. Yes I am mad. you are cheating me and making me out to be a ****. what can I do with a cellphone that's not working but I must still comply to the rules of the contract but according to you I did not
SB
Saleem B's update03 Apr 2025, 15:28
Reviewer Update
No feedback has been provided. all I'm hearing is what your system indicates
But no one can explain how one device was approved and the other one not. even if I keep repeating we took out the sim cards the same time before taking it to Vodacom.
Make sense of what you are saying. don't hide behind your generic replies. Some one has been trying to contact me and leaving soundless messages and I'm still waiting on the recorded video from Vodacom insurance. Just say no we do not want to pay and we are not sorry for keep debiting your account for almost 3 years. now that the contract is close to the end you tell me the system said I did not comply. I have been a customer for than ten years straight. don't give generic replies or logs or reports that you know you can not prove. Be professional and lay it out so that I don't have assume what you talking about but rather I know exactly what you think. Yes I am mad. you are cheating me and making me out to be a ****. what can I do with a cellphone that's not working but I must still comply to the rules of the contract but according to you I did not
But no one can explain how one device was approved and the other one not. even if I keep repeating we took out the sim cards the same time before taking it to Vodacom.
Make sense of what you are saying. don't hide behind your generic replies. Some one has been trying to contact me and leaving soundless messages and I'm still waiting on the recorded video from Vodacom insurance. Just say no we do not want to pay and we are not sorry for keep debiting your account for almost 3 years. now that the contract is close to the end you tell me the system said I did not comply. I have been a customer for than ten years straight. don't give generic replies or logs or reports that you know you can not prove. Be professional and lay it out so that I don't have assume what you talking about but rather I know exactly what you think. Yes I am mad. you are cheating me and making me out to be a ****. what can I do with a cellphone that's not working but I must still comply to the rules of the contract but according to you I did not
SB
Saleem B's updateReviewer Update
04 Apr 2025, 11:13Received an SMS the device that Vodacom Insurance decline can be upgraded. How convenient
SB
Saleem B's update04 Apr 2025, 11:13
Reviewer Update
Received an SMS the device that Vodacom Insurance decline can be upgraded. How convenient
SB
I have been using the device
After I escalated the insurance claim I could still login to the Vodacom portal but it now says the number does not belong to me (a number that is linked to a contract on my name is no longer mine according to your system)
I suddenly got an sms that I am eligible to upgrade
My contract is suppose stop end of August 3 months before as it was always been I will be able to upgrade but Currently there is 5 months left
I have no idea how I did not have a cellphone or how people was able to contact me if it was not active
You are giving me stats that from your system and according to you that’s why you denied my claim.
Why would my app now say the number does not belong to me
Why can I suddenly upgrade 5 months before and not 3 months
How is one process accurate but 2 other processes are not
You are asking me to trust what you say from your system, a system that clearly is not consistent on all processes but according to you is accurate and consistent
Your last email from your insurance department proves it.
Email states it has been active from June 2022 until September 2024.
So for 6 months I was not using the device and that is why it’s denied but I can upgrade at least,Right?
Your system must really be accurate and perfect
Thank you for your reply but you are not making sense. My declined device is now on its way back as the repair center cannot hold on to it.
Saleem B's updateReviewer Update
05 Apr 2025, 10:32I have been using the device
After I escalated the insurance claim I could still login to the Vodacom portal but it now says the number does not belong to me (a number that is linked to a contract on my name is no longer mine according to your system)
I suddenly got an sms that I am eligible to upgrade
My contract is suppose stop end of August 3 months before as it was always been I will be able to upgrade but Currently there is 5 months left
I have no idea how I did not have a cellphone or how people was able to contact me if it was not active
You are giving me stats that from your system and according to you that’s why you denied my claim.
Why would my app now say the number does not belong to me
Why can I suddenly upgrade 5 months before and not 3 months
How is one process accurate but 2 other processes are not
You are asking me to trust what you say from your system, a system that clearly is not consistent on all processes but according to you is accurate and consistent
Your last email from your insurance department proves it.
Email states it has been active from June 2022 until September 2024.
So for 6 months I was not using the device and that is why it’s denied but I can upgrade at least,Right?
Your system must really be accurate and perfect
Thank you for your reply but you are not making sense. My declined device is now on its way back as the repair center cannot hold on to it.
SB
Saleem B's update05 Apr 2025, 10:32
Reviewer Update
I have been using the device
After I escalated the insurance claim I could still login to the Vodacom portal but it now says the number does not belong to me (a number that is linked to a contract on my name is no longer mine according to your system)
I suddenly got an sms that I am eligible to upgrade
My contract is suppose stop end of August 3 months before as it was always been I will be able to upgrade but Currently there is 5 months left
I have no idea how I did not have a cellphone or how people was able to contact me if it was not active
You are giving me stats that from your system and according to you that’s why you denied my claim.
Why would my app now say the number does not belong to me
Why can I suddenly upgrade 5 months before and not 3 months
How is one process accurate but 2 other processes are not
You are asking me to trust what you say from your system, a system that clearly is not consistent on all processes but according to you is accurate and consistent
Your last email from your insurance department proves it.
Email states it has been active from June 2022 until September 2024.
So for 6 months I was not using the device and that is why it’s denied but I can upgrade at least,Right?
Your system must really be accurate and perfect
Thank you for your reply but you are not making sense. My declined device is now on its way back as the repair center cannot hold on to it.
SB
Saleem B's updateReviewer Update
07 Apr 2025, 10:14the lates from Vodacom:" Dear Saleem,
We trust all is well.
We kindly request that you provide us with proof that you were using the insured device with a Vodacom number at the time of damage. Please provide documentation or evidence to support this.
Best regards, Nazli, Vanessa ---------------------------------------------------------------------------------
That is the email I received, Amazing.
The device is on its way back. Vodacom Insurance declined my claim. Now why is it so important for you to keep contacting me. I am still waiting on the telephone recording.
let me make something clear: Insurance declined, my device is on its way back(not been repaired yet)
You ask me to provide evidence of using a device ( documented evidence to be exact )
I guess customers should now record everyday that they are using the device, writing it down is not enough. A picture should probably be enough documented evidence
It is really laughable.
Just let it go
We trust all is well.
We kindly request that you provide us with proof that you were using the insured device with a Vodacom number at the time of damage. Please provide documentation or evidence to support this.
Best regards, Nazli, Vanessa ---------------------------------------------------------------------------------
That is the email I received, Amazing.
The device is on its way back. Vodacom Insurance declined my claim. Now why is it so important for you to keep contacting me. I am still waiting on the telephone recording.
let me make something clear: Insurance declined, my device is on its way back(not been repaired yet)
You ask me to provide evidence of using a device ( documented evidence to be exact )
I guess customers should now record everyday that they are using the device, writing it down is not enough. A picture should probably be enough documented evidence
It is really laughable.
Just let it go
SB
Saleem B's update07 Apr 2025, 10:14
Reviewer Update
the lates from Vodacom:" Dear Saleem,
We trust all is well.
We kindly request that you provide us with proof that you were using the insured device with a Vodacom number at the time of damage. Please provide documentation or evidence to support this.
Best regards, Nazli, Vanessa ---------------------------------------------------------------------------------
That is the email I received, Amazing.
The device is on its way back. Vodacom Insurance declined my claim. Now why is it so important for you to keep contacting me. I am still waiting on the telephone recording.
let me make something clear: Insurance declined, my device is on its way back(not been repaired yet)
You ask me to provide evidence of using a device ( documented evidence to be exact )
I guess customers should now record everyday that they are using the device, writing it down is not enough. A picture should probably be enough documented evidence
It is really laughable.
Just let it go
We trust all is well.
We kindly request that you provide us with proof that you were using the insured device with a Vodacom number at the time of damage. Please provide documentation or evidence to support this.
Best regards, Nazli, Vanessa ---------------------------------------------------------------------------------
That is the email I received, Amazing.
The device is on its way back. Vodacom Insurance declined my claim. Now why is it so important for you to keep contacting me. I am still waiting on the telephone recording.
let me make something clear: Insurance declined, my device is on its way back(not been repaired yet)
You ask me to provide evidence of using a device ( documented evidence to be exact )
I guess customers should now record everyday that they are using the device, writing it down is not enough. A picture should probably be enough documented evidence
It is really laughable.
Just let it go