Vodacom insurance claim

I am writing this with a sad heart. I took my phone for repairs beginning of December 2022 at the Vodacom Shop in Jabulani Mall Soweto.

The consultant that was assisting me told me she will be in contact with me within few days. But she never did until I went back to the store on the 31st December 2022. And was told that I am approved for an new phone but because there's no stock for the device that I need to get they will contact me on the 3th January 2023 once they have ordered the phone which did call me and, the agent further advised that he will be in contact with me by the end of that week which he never did.

I then today the 15th January 2023 decided to go to the store because I desperately need a phone and was told that they did get stock for Huawei Y61 which I was suppose to get. But it was sold to another customer because they totally forgot to call me.

They further advised me that they can give me the OPPO a16s which is R2600 and that I am insured to get a phone for R2700.fine now they are telling me to pay betamin fee R604 which no one told me about. The only fee that they told me about is the access fee which I don't have a problem paying.

I asked them to explain What's that extra fee for and they couldn't answer me. The agent called the Store manager Richard Dlamini. The store manager didn't even apologize for delay regarding my issue and he just told me to contact insurance because he also can't explain the betamin fee amount. He didn't even care when I was voicing out my concerns as loyal Vodacom Customer.

I told him I won't pay that fee because they never told me anything about it. He asked me what it is that I want him to do to because that is not his problem. I left the shop with a sad heart with no phone and no answer's.