Vodacom ****ming us with insurance

I am writing to express my extreme disappointment with Vodacom's insurance service. My sister has been incorrectly charged for insurance for months, despite her having canceled it. Today, I called on her behalf to address this issue, only to encounter a very frustrating situation.

The consultant, Thando, refused to allow me to speak with a manager, insisting that only my sister, who unfortunately does not understand English well, could discuss the matter. This is unacceptable, especially considering the financial impact these ongoing charges have had on her.

While I understand Vodacom's policy regarding customer privacy, it is unreasonable for Thando to deny our request to escalate the issue to a manager. After authenticating my sister, she should have been more accommodating. Instead, her rude demeanor and refusal to assist further left us feeling helpless.

As a current Vodacom contract customer, I am appalled by the lack of support and resolution. If this matter is not addressed promptly, we will have no choice but to escalate it to the Ombudsman. I urge Vodacom's insurance management to reach out to us directly so we can resolve this issue amicably.

The service we received today is not reflective of the standards I expect from Vodacom, and I sincerely hope this situation can be rectified quickly.

I have only provided my number because I need the manager to call through my number to speak to me and my sister. Not just my sister who doesn’t understand english and the implications of whatever jargon you impose on her. As for Thando, she also needs to be addressed, but that for you to decide if that demeanour is reflective of your standards.