Vodacom 😞😓😩😤

The vodacom claims department is hard to reach on email, and that's an email address that I have previously used and that is still on their website.

I called on Friday after sending through a claim form and a quote from a service partner that they referred me to. The consultant that I spoke to advised that I should pay the 3rd party to repair the device, then send through the proof of payment, and they will reimburse me 85% of the claim as 15% is excess fees.

This was the first time that I heard this in the 15 years that I have been with vodacom.

Today, I sent through an email so that the above can be detailed in writing and sent to me via email , there was an error with the delivery of the email.

I called the *** contact line 2 or 3 times and spoke to 2 different consultants. The first lady, Zandile, or Zanele, we had connections problems, and she tried to call me back . And that failed. The second lady went to check if my email was received and when it was 18:00 the phone line got cut and she didn't call me back.

She also told me that my claim was not logged on the system and that the other consultant was wrong to advice me to pay platinum warranty and send through pop if the claim was not accessed and approved.

I need help with resolving and finalizing this claim . The different and conflicting verbal communications are dangerous and as a customer I need clear directions from you.

Please send professional and efficient help my way.