1 reviews | Active since Oct 2012
Triple debited for Insurance premium
Last month I was triple debited for my insurance premium for my Galaxy A7. I usually have a debit for my contract and then a separate debit for my insurance but when the debit for my cellphone account was unusually high I checked my account and noticed that insurance had been double billed on my April invoice.
The day after payment was taken for April, the debit for my insurance was also taken. I contacted the insurance department on ********** and was told by Thulisile to email her directly and provide my bank statements along with a description of what had happened. I sent this through on May 6th. By the 9th I had not heard back so I called in again and spoke to another agent in the same department who said that I should have contacted the Finance department. She spoke to Thulisile who confirmed that she had received my email and my email was forwarded to Finance. I was told that it would take 48 hours to get the matter resolved.
After no reply yet again, I sent my email to Vodacom's complaints email- no reply. Throughout the process, I was messaging their Facebook page. I was called by Deon from customer services who apologised for the poor service and was told that my case had been escalated and that someone would call me back to resolve the issue. That was on the 13th May.
Since then, the only contact I have had from Vodacom is someone messaging me vis the FB messager tool telling me that my request has been escalated. The only call I have received from Vodacom took place today. Someone from the Claims department called to ask how she could assist with my Claim. I have not made a claim.
This is utterly ridiculous. Vodacom is so quick to take the money but now it seems impossible to get my money back.
This issue needs to be resolved in a competent manner.
I can be contacted on ********** 564. Please note that the contract in question is linked to another phone number.
I have been in contact with Thulisile from the Vodacom Insurance department who said that while he can see that I have insurance with Vodacom, he cannot explain why someone else is debiting my account. I called the bank to get the details of the second company and have confirmed that they are a Mobile Insurance company (Pinnacle Marketing: 24hr Mobile. According to them, the insurance was set up by Cellucity when my contract was upgraded. According to Cellucity Kenilworth centre, the only insurance they deal with is Vodacom.
The agent at Cellucity also said that according to "the system" my Vodacom insurance had been cancelled on 21 May 2019. I have since tried to get in contact with Thulisile but I do not have his number and he is not replying to my mails. I contacted Vodacom via FB messenger on Monday and was told that the matter would once again be escalated.
So now what? I have insurance from a place I've never heard of and the insurance I've asked for has been cancelled without any instruction from me or consultation on the matter with me. AND i am still owed the money that was taken for two months.
This is starting to smell like a violation of the consumer privacy laws (POPI). Who else has my information been shared with? Everyone seems to have access to my banking details. Where is Marlin? Where is Thulisile? Where is my Vodacom insurance and where is my refund?
This is utter ridiculous. Debit orders are set to go off within the week. I wonder how much will be taken this time?
I have been in contact with Thulisile from the Vodacom Insurance department who said that while he can see that I have insurance with Vodacom, he cannot explain why someone else is debiting my account. I called the bank to get the details of the second company and have confirmed that they are a Mobile Insurance company (Pinnacle Marketing: 24hr Mobile. According to them, the insurance was set up by Cellucity when my contract was upgraded. According to Cellucity Kenilworth centre, the only insurance they deal with is Vodacom.
The agent at Cellucity also said that according to "the system" my Vodacom insurance had been cancelled on 21 May 2019. I have since tried to get in contact with Thulisile but I do not have his number and he is not replying to my mails. I contacted Vodacom via FB messenger on Monday and was told that the matter would once again be escalated.
So now what? I have insurance from a place I've never heard of and the insurance I've asked for has been cancelled without any instruction from me or consultation on the matter with me. AND i am still owed the money that was taken for two months.
This is starting to smell like a violation of the consumer privacy laws (POPI). Who else has my information been shared with? Everyone seems to have access to my banking details. Where is Marlin? Where is Thulisile? Where is my Vodacom insurance and where is my refund?
This is utter ridiculous. Debit orders are set to go off within the week. I wonder how much will be taken this time?