Vodacom Insurance PATHETIC service

I have called Vodacom insurance multiple times in the past 3 weeks in an effort to get my ****** phone replaced. I have spoken to multiple agents, but nobody can give me a straight answer.

On 22 July I called Vodacom insurance and advised them I need to submit a claim for my ****** phone, they in turn advised that I am only covered to accidental damage. This was very puzzling to me because when I acquired the phone Vodacom called me multiple times to confirm if I want insurance and I confirmed I would like comprehensive cover.

Vodacom then advised that they need to go back and check their phone records to confirm that I indeed requested comprehensive cover. It has been 3 weeks and every time I call, I am advised they are still trying to find the call records. Vodacom is a Telecommuncations company, but it takes them more than 3 weeks to finds call recordings for calls they made to a customer. Makes no sense.

I recently thought to check my invoice and realized that for some reason I have 2 insurance charges on my invoice, 1 for accidental damage and another for comprehensive cover. When I question Vodacom they advised that the comprehensive cover is for my other number which I hardly ever use. Why did it take me probing for then to tell me this.

Vodacom called me on my primary number to confirm the insurance even sent SMS confirmation on the same number, where did they get the instruction to put the comprehensive cover on a dormant number?

Th next billing date is approaching and they are going to take my money for a phone I no longer possess and also bill be me for insurance while they give me the run around. I have been a Vodacom customer for a very long time and never expected to receive such poor service from them. The treatment has been pitiful and very disappointing. I have to keep chasing them but still no conclusion. At some point they told me to call their sales department myself to get the records they are supposedly waiting for.

This is no way to treat a customer and it should not take so long to resolve a query. You advertise your insurance falsely and promise quick turnaround times but it's all a lie.