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Kanya N

1 reviews | Active since Mar 2012

22 Nov 2023, 09:48

Vodacom VCONTRACT

i have a contract cellphone with vodacom and insurance. the sim card malfunctioned in March this year, so i did not want to incur sim swap charge for R150 hence i did not bother to do the follow up. On the 06 June 2023 while we were in the Forrest gather branches for the Initiation process for my nephew. the cellphone got lost , i did all the necessary process needed when it was time to file a case, i could not find the cellphone box up until last week while cleaning my room. i found the box then went to the police and filed a case for a lost cellphone. When i claimed for insurance it is declined because i was not using the sim card with the device and the time that lapsed . i am very disappointed by this and they have been deducting monthly their premiums without no fail. BE AWARE Jaah neeh

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Replies (2)
Vodacom
Vodacom's reply22 Nov 2023, 10:17
Official
 Dear Customer,  Thank you for making us aware of your complaint.  Kindly be advised that a consultant will make contact with you in due course to assist with your query.  ***Please note*** Beware of phishing ****s.  Vodacom will not contact you via Whatsapp to request your personal details  Regards,  Vodacom Consumer Website Team 

Best regards,

Vodacom
Vodacom's reply23 Nov 2023, 07:26
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. The feedback received from Vodacom Insurance is as follows:

They have tried contacting you however failed to reach you.
 They have responded to you via email advising that the claim was declined due to the insured device not being used with the registered Vodacom sim card at the time of the incident and the terms and conditions were sent to the customer when the insurance was activated. The insurer can only prepare a credit if the customer was not aware of the insurance however in this case the customer submitted a claim which proves acknowledgement of the insurance therefore the insurer is unable to refund the customer. 

Regards

Vodacom Consumer Website Team

Best regards,