Vodacom's billing error

Is this the message you refer to when you say you communicated privately?

Thank you for your email.

We clarify that it's the client's responsibility to ensure their policy adequately covers the new device's value after an upgrade. Our system requires a Change of Cover form to update the policy, which we didn't receive after your upgrades in 2020 and 2022.

As per our terms and conditions, policy updates require client initiation. We cannot make changes without the completed Change of Cover form. Unfortunately, this resulted in your policy remaining unchanged, leading to the current underbilling.

Our records show that your insurance policy wasn't updated to reflect the increased device values. This is due to the missing Change of Cover forms

We understand your request for reconsideration. However, our policy terms dictate that clients ensure adequate coverage. We therefore we cannot waive the outstanding amount without compromising our policy standards.

Kind regards,

Themba ; Nazli

Vodacom Insurance

Complaints Team

***

vodacom.co.za

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