Vodacom Incompetence again

No one called Vodacom what now call a lawyer and start a process of litigation

Hi Vodacom I got a message to say that the insurance was cancelled but do I get a refund on the insurance payments I made on a phone that I did not have? I effectively proved yesterday my current Honor Handset is on my wifes insurance on her contract indicated in my initial enquiry.

The Note 10 that the insurance was for lapsed as explained but I still paid insurance from when my wife renewed in December 2024 until this present month on my account. I would like a full refund paid to me directly as this is ******* of the highest order that the insurance cancelled was listed as Note 10. Please advise before I go seek legal ways to get my money back.

In relation to the email received on Friday. I am not happy with what was communicated before I go to ICASA and the Ombudsman I will locate the job card mentioned around the Samsung Note repair that was declined due to lapsed insurance. I will have the job card to you by Wednesday for the latest.

Hi Vdoacom

I am not happy with the resolution of the case. I have requested that Nazley take a look at what I requested in my last email on Thursday and take that to Vodacoms HODs to see what they can do to help alleviate not just the insurance issue but to overall see that the client service as of 2020 has declined dramatically.

I am paying insurance for a handset I do not have and could not be fixed and was told the insurance lapsed but its now no one can find proof of any call that I made in 2020/2021 to query the insurance status.

If nothing is done to resolve this I am going straight to the press with a full history of the following:

1. How a CEO LIasion in 2020 did not convert my contract to Prepaid and indefinitely suspended it.
2. How Rudzani Lithole took a period of 3 years to fix the above the issue and then reinstated the contract and insurance without consulting me before hand.
3. How a repair was declined and the client according to the Consumer Protection should not be paying cover for a device where it was stated the cover lapsed and now I am still paying.
4. An indication from Vodacom if they still want my relationship as a client in an email to Nazley I mentioned I was willing to relook at my contract but in no ****en way am I going to pay R2500 a month for the **** service and still paying insurance on a handset I dont use. I have indicated that I have not renewed my contract as of 2019 due to the mess Vodacom caused and my current phone is on my wifes contract. Insured on her Vodacom Contract.

I need a proper ****en resolution as you people are ****ing me around and getting away with making money off me for insurance that I was told lapsed.

Hi Vodacom

I see my ticket was closed again and no progress made.
Nazly in insurance is adamant that I did not call the Insurance Department in 2020/2021 to query my insurance status. I was informed that the insurance lapsed by an agent on a call that would have happened either late 2020 into early 2021. The agent has disappeared like Bulelani Nnuka.

I cant buy that a call made to Vodacom cannot be found that is absolute bull**** see Nazlys response below

Dear Mr Wentzel,
Thank you for your email and for sharing your concerns so openly.
I understand that this matter has been ongoing for some time and that you are deeply frustrated by your experience. I want to assure you that your concerns have been heard and that your account and insurance history have already been reviewed in full using all information available on the Vodacom Insurance systems.
At this point, the position regarding the insurance policy and the premiums billed remains unchanged. There is no further system‑based information or records available that would allow us to alter the outcome previously communicated. Should any documentary evidence become available in future which supports a different view, such as written confirmation of a cancellation request, we will gladly reassess the matter.
I also hear the concerns you have raised around your contract billing, handset fees, and the value you are receiving. Those aspects fall under Vodacom’s Contract & Billing division, and not the insurer. My goal is not to dispute your experience, but to ensure that the insurer’s response remains aligned with verifiable system data. At the same time, I want to ensure you are supported by the correct teams for the issues that fall outside of insurance.

Kind regards,Nazli
| Vodacom Insurance Complaints Team***vodacom.co.zaFurther together

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From: Craig Wentzel <***>
Sent: Thursday, March 19, 2026 10:25 AM
To: ComplaintsVodasure <***>
...

[Message clipped] View entire message




Craig Wentzel <***> | 10:47 AM (33 minutes ago) | |
to ComplaintsVodasure, Juanita, Consumer





NazlyYou can't tell me that a call I made in 2020/ 2021 to insurance cannot be found.I am not accepting your solution.This is typical but if it was Fadwah or Anwar in this situation then a plan is made chop chop.Once again. I don't accept the answer I request further investigation until the call I made is found. Until it can be proven I was told the policy lapsed.Once again you are going against consumer protection rules which for Vodacom can backfire. Don't let me mention fines in the past that embarrassed Vodacom.Your problem is it was Eid now my ass is too lazy to investigate because the weekend was too lekker because I only came back to work today.You can go run call history on my line between 2020 and 2021. There are systems Vodacom can use.Until that call is found I continue to push back and I want a refund. I also want my contract reviewed else I am going to the press and your name alongside Rudzani Lithole is first on the list.Craig Wentzel





I need this insurance issue to be relooked at again and I need my money back for paying insurance on my contract but the phone I have is on my wifes contract and insurance with Vodacom.

Along with that see my email to Nazly in last week asking for a compromise and for us to work on a solution together

Hi Nazley
My concerns is this.
I was honestly told the policy lapsed.
So the call I made was my imagination or I was in Falkenberg hospital according to you and Vodacom.
How a call cannot be traced is beyond me.
When Vodacom messes up then it's my fault.
When Vodacom does the slightest wrong it's my fault.
When agents who tell me the policy lapsed suddenly they've been raptured taken to heaven with Jesus.
Being told a policy lapsed on a call that I did make is now turning me into the **** and *****.
I have no confidence in your or Vodacom's ability because for the last 5 years I first have to swear throw a fit threaten people then Vodacom discovers they at fault.
I have not renewed my handset since 2019 but yet I still pay R2100 for what a we don't care.
I need to know from you and Vodacom if I must cancel my contract then go to the media with how my account was run into the ground by Vodacom but having to fight with the CEOs office for 3 years to correct any issue Vodacom caused.
I don't find any value in paying Vodacom R2000 a month it's ridiculous.
How can you and I resolve this issue without me swearing or caps locking an email.
I suggest take my contract to your Directors and go as far back as 2020 to see the mess created and only in 2025 was the error corrected.
I can confirm I was unemployed in 2019 to 2021. Then again 2023 to 2024 and the first half of 2025.
My logic is of the phone is insured on my wife's contract, why am I paying insurance but I don't have a handset on my contract.
I am willing to still be a Vodacom client but it's going to take something from Vodacom to help make it right.
I do feel the package I am on adds no value but automatically the package was chosen last year April which shows there is no care for the subscriber who had faith in Vodacom since the early 2000s and now think he made a wrong decision.
I look forward to an answer. I'm willing to pay up to R1500 but then it must be worth it.
I leave the rest over to you. Let me know what Vodacom comes back with after scoring a good few thousand off me for a handset insurance and handset fee for a phone that broke in 2020.

Regards
Craig Wentzel

I will keep logging a complaint until the insurance is paid back to me and that the call in question is found and will validate I was misinformed by a Vodacom agent that my then CellSure insurance lapsed in 2020 / 2021 how else was I supposed to fix my Samsung if I had no insurance and was unemployed.

I am also due for for an upgrade but I am refusing to pay R2500 and I am going to pay any amount quoted less insurance and handset fees until my contract is correct and renewal is done at Vodacoms costs and an official apology made for 6 years of **** service.

I need to know if you are willing to work on a resolution to the above issue to get me to upgrade.
I still want proof on how a call record can disappear and no one is able to confirm my case as I was told the insurance lapsed which your own agent didnt understand the policy content.

Failiure to reach a resolution will let me lay a complaint with the insurance ombudsman by the end of today and an offical complaint launced with ICASA too.

So can we reach a resolution or I will leave Vodacom after 24 years of what started as good service and how has eventually piled into a toilet pot for service. I am waiting for an answer and I need proof that the call I made can be attached to my number. Proof that I was ill informed by your own agents in terms of the policy document and I also want a refund of insurance I paid for when it was not needed nor an active service because the root of my issue started with Vodacom in 2020 when a CEO Liaison caught on *******.

Hi Vodacom I see the ticket has been closed and no response given to my request late yesterday and today. I need a resolution on this issue.

With not wanting to go to the insurance Ombudsman and ICASA is someone now going to hear my side of the story or should I then go to the Ombudsman and ICASA and the press with this issue.

Once again I am wanting an amicable way to resolve the insurance issue and also a better way to have my upgrade managed, I am willing to stay with Vodacom but if you keep closing tickets without hearing me out, then I am going to be forced to go public with the full story of how my account has been mishandled since 2020. Is someone available to speak and offer an olive branch in this instance.

I would appreciate a call from Vodacom to discuss this issue as I do not want to go public but if pushed or no contact made I will go public with this story