Vodacom insurance are ******

The service with Vodacom Insurance is so terrible, from declined claims that should have been paid to being billed for 2 devices on the same number after you’ve upgraded your phone. I called Vodacom insurance in November 2019 to cancel my insurance after noticing they were still charging me for the old device after I have upgraded. I have a number of products with vodacom, so I didn’t notice they were still billing me for this insurance until May 2021 at which point I called them again to cancel and request a refund. I was told they will process it.

Months went by and nothing happened and I called back to enquire and I was told there was no refund loaded but they did stop billing me. I lodged another claim for a refund. At this point it was 3 numbers I had a dispute with, 1st one was the Nov 2019 issue; the 2nd one was my other number where they were billing me for both the old and new device after I’ve upgraded. The 3rd one was for my primary number where after I upgraded I informed them that I will not require their insurance anymore and they continue billing me for 3 months thereafter. In my 2nd claim, I lodged a claim for a refund for all these 3 cases and I canceled all my insurance except for my son’s device.

More months went by and nothing happened. So on 30th June 2022 I called again to enquire about the status of my claim, yet again there was no claim lodged. At this point I decided to only pursue the claim for the 1st case of Nov 2019 to May 2021 as the other 2 were small compared to this.

On 30th June 2022 I lodged a claim now for tge 3rd time. The lady who assisted me was so helpful, she told me she escalated my case, the claim has been lodged and it will pay out in 30days. I don’t need to do anything else from my side; she will call me back after 30 days to give me feedback. 30 days went by, no refund and no phone call.

On 10th of August I called to enquire and I was told there is a note on the system that they require invoices from Nov 2019 to Dec 2021 from me. This information was never requested from me directly. I was told that maybe it’s because the lady who was handling my case went to maternity leave and didn’t handover the case. I was also not happy with the fact that they are requesting invoices from me, don’t they have them in their system? What it I had deleted the emails or if I was getting printed invoices 🤷🏾♀️. Anyway, I emailed Tshegofako Tilotsane the invoices on 10th August. I called back to confirm if she received them, I got confirmation of receipt and I was told it will take them 5-10 days to go through the invoices. I wasn’t pleased that this process wasn’t being fast tracked considering all the delays.

31st August I call again and the feedback I receive is that they need invoices from me. I told them I already emailed Tshegofako the invoices and I was told she was off sick so there’s no feedback. I requested to escalate this issue and I sent an email to vodaroute complaining about this poor service. I attached the invoices I sent to Tshegofako on this email to vodaroute. On 1st Sep I received a response from Barbara Kutumela saying tge note on the system says they require invoices from me. I informed her I have now sent these invoices twice upon which she said she will follow up with Tshego and then revert back to me. Still no feedback. I responded to Barbara’s email asking for feedback on the 2nd and 8th of September, still no feedback.

I don’t know what else to do, this is unacceptable.