Vodacom dishonest

Dear Vodacom,

ATT: Complaint to be forwarded to the office of the CEO Shamil Joosub.

CONTRACT INSURANCE COMPLAINT.

Today the 09/10/2019 I received my ebilling statement from your company and to my surprise my insurance was not included. I then proceeded to call your Customer care number 111 at about 08:05am this morning and was then transferred to a company which no longer is named Vodasure. At first I reconfirmed with the individual if I am at the right company and was advised they have taken over from Vodasure. Nevertheless I proceeded telling my story about my Insurance amount not been deducted and just my contract premium by Vodacom. The staff member then placed me on hold to confirm details relating to my question. At this point she asked whether I am claiming and I respond NO, I was just querying Why u not deducting. After a minute she comes back and advised it was a system error and unfortunately it was canceled in June and it is My responsibility to check and inform them in June. I was shocked at the response from her and became defensive on her points as I am the customer and it is your system in error, how does it become my responsibility to ensure my debit order is intact with my contract. I didn't ask for it to be canceled and I never Signed anything for cancelation. I always paid my premiums by debit order, why should I check. All my other premiums are subjected to debit order, must I go through all of them and make calls to companies to confirm everything is intact. I don't think so Vodacom. I have been with your company for a long period and never had an issue with my debit orders or skipped a payment. I asked her what would of happened should I have called to claim for lost or ****** and she confirmed, they would of back charged me from when the insurance was canceled and process claim. She placed me on hold again and came back after a minute stating my vodacom insurance cannot be reactivated and imp**** I was at fault for the cancelation. I was alarmed at her response and asked to speak to a member of leadership and again no leadership available. I then back tracked my investigation and confirmed this happened when I upgraded through your upgrades number back in June. The individual Moesha from your insurance company is the most unprofessional staff member you can employ, always speaking over the customer and when asking to speak to a member of leadership, states that all managers are in a meeting REALLY. Why should I the customer have to go through this lengths to be heard or complain for something they should resolve from there end. Moesha then ends the call and I have to call back. I call back and get back through to her and she claims the call got cut. Really a call center agent excuse when an agent feels like not dealing with a customer complaint. I asked for the 2 recordings to be sent to me as I will be proceeding with this further. Note: I have not signed any documentation for cancelation of insurance nor have I ever lapsed on payment for auto cancelation and lastly was never informed about cancelation. Vodacom I regret upgrading my contract with you and will await your feedback.

Sarah Kenaope team leader to Moesha was not available as well, just shows your team lacks ownership and customer obsession.

Mr S.Naidoo *** ***