Vodacom Insurance ****

Good day

Trust that you are well.

I would like to lodge a complaint against vodacom for not offering assistance for a lapsed insurance claim as well as the lady I spoke to on the 082 135 number.

On 25 April 2024, my mothers cell phone was ****** from the boot of her car in Rustenburg CBD. I had bought a phone for my mom on 21/22 April 2023 as a birthday present.

A few weeks after I had bought the phone on contract I received a call from vodacom person who offered insurance for the new phone. I did explain that my contract on the number ending ****3463 was over as I had paid it for 3 years. Subsequently, I took a phone for my mom (an iphone 12) and would like to insure it. I was under the impression that my moms phone was insured.

Subsequent to the loss of my mom’s phone, she and I went to the SAPS to reportthe ****** phone. They told us we needed an itc number. I called the 082 135 number on 25 April 2024 around 6:30pm the lady said that she blacklisted the phone and an Itc number would come through after an hour. OH MY GOODNESS we waited until 9pm at the SAPS for a number that did not come through. You can imagine the annoyance!

Following day 26 April 2024 I went to the vodacom waterfall mall branch and the lady told me that the phone was not blacklisted in fact the perpetrators had taken out my moms sim card on her vodacom prepaid number ending ***5927 from her iphone 12 into a samsung A13 and it was last in use around 9am on same day! The lady assisted to blacklist the phone and I immediately received the itc number within 10 seconds!After waiting so long at the SAPS the previous night.

I told the lady at the branch that I took out insurance for my mom’s phone. She looked on the system and realised that the phone that was insured was for my number, why would I insure a phone that I fully paid and had not insured whilst paying for it for 3 years??? The reason I intended to insure my moms phone is because elder people are more vulnerable!

To make matters worse the lady at the branch informed me that the insurance lapsed on 17 April 2024 and if it had not lapsed an exception would be made for my moms phone. This is 7 days after the phone was ****** surely you can offer assistance as I have been paying vodacom without fail nor have I been a problematic client but a trustworthy one.

After being told that vodacom cannot help me as their client I decided to take out another contract for an iphone 12 for my mom and was told that the branch at Greystone in Rustenburg has stock. I got a new phone for my mom.

My question is why did vodacom not offer an extension of the insurance. Why did they not send communication via email as they do with the monthly statements? If the insurance expiration had been communicated I would have opted for personal insurance. Why did the lady on the 082 135 line lie about blacklisting the phone and the duration it would take to receive the itc number?

I did all I could and took the necessary steps on my side but vodacom being the service provider of my choice failed me, they did not offer any solutions to assist me but informed me that I qualify for another phone.

I would like the insurance to cover for this new contract and answers to the above questions. What solution does vodacom have for disgruntled customers?Instead of just pushing sales?

I want to share the affidavit, proof of call with 082 135 however, will provide these as soon as I get feedback from your investigator.

Please assist in this regard before I resort to hellopeter.

Regards, Tsamaiso Mphaga