Vodacom - Paying for wrong insurance, paying double for it.

My experience with Vodacom since the 4th of January up until now was just horrible.

The date aforementioned above is the start of my contract that I recently signed for at Vodacom Kolonade. Upon signing up, I requested that screen repair insurance ( the one for repairs up to R5000 at R30 per month I believe it was ) must be added to the contract because of the costly screen repairs of a Galaxy S8.

I completed all the required documents in store and everything was suppose to be added correctly to my account right?

Not Really. A month go by and I broke the screen and to my relief I remembered that I insured the screen. I went to Vodacom Main repair centre at Menlyn to have the screen replaced via insurance to where I was told that there is no insurance on the device. I was furious and stormed out of the shop and drove back to Kolonade to find out what was going on and why the insurance application forms was never processed. I was told that it was not their fault ( even though it clearly is, who else is to blame? ) and that they will add the insurance only the account because "it is a very easy thing to do". These were the quoted words, from Max that works there, that shocked me because if it was that easy I would not have had such a troublesome time to get this sorted and the insurance would have been added at the start of the contract. Please note that Max also did not add the R30 per month insurance just for the screen, but instead added the insurance for R179 which covers damage, theft and loss. I did not know this until my statement came in March which had the insurance on it. Neither January or February had it listed on there.

I also got told that I should just wait a few weeks because if I filed a claim at that moment, it would just get declined, which makes sense, but why should I wait weeks for their negligence just to get my phone repaired?

That was the first incident that I have with Vodacom. My second is as follow:

I waited the few weeks as previously mentioned and had the phone fixed eventually in March. End of month comes and I receive a statement where I can see for the first time what mess the team ad Vodacom Kolonade made. I can see that he added the R179 insurance as mentioned above instead of the R30 insurance as requested. I do not know if it was an honest mistake or if it was out of spite for my temper that I had when I returned there but I wont go into that.

On top of paying a lot more than planned on paying for the insurance, I get charged double. This created a bill which was way too big for me to pay at that current time. The account ran into arrears as I tried to get the extra money just to sort out the mess. The debit order does not go through due to insufficient funds, requiring that I go in a store to pay it. By this time my number was already cut off. After a few days of waiting, my number gets turned back on but the mess just gets bigger from there. The statement from April comes and it lists the cost of March and April together because it seemed that the system never picked up my payment from March.

I went into a store to try and sort it out and eventually I get my account back up to date until the end of April. End of May my bill is once again over R900 which lead to my account being in arrears once again because there is not enough money for the debit order to process. I'm paying through my ears for something that was originally planned to be R629 per month.

Vodacom is horrible when it comes to customer service once you owe them money and I would not recommend anyone to use their service.