Vodasure Claim Nightmare

I would like to complain about the extremly bad service I have received from Vodacom for my Y9 Prime 2019.

I submitted the device to Vodacome Menlyn on Saturday 05.12.2020 for repairds due to screen cracked and not showing. On Monday morning 07.12.2020 when I called to follow up I was told to wait for thier call as they were only processing weekend submissions then. I waited and received no communication. I called back Tuesday on *** and was told there was no claim submitted. When I called the Vodashop in Menlyn they said Vodasure had told them I do not have any cellphone cover.

I have now been on the phone back and forth with Vodasure for hours begging and pleading for them to resolve this issue as I have been paying insurance from Februare when I took the the device. First I was told The policy has to be updated. I had to submit the IMEI and phone description which was already recorded when I took the device in February. Then when the claim was finally recorded and approved I was given and excessive excess amount to pay. R800+ as supposedly I was claiming within 60 days of taking the policy.

I had to call again, holding for hours again! for the excess issue to be resolved. I am really shocked and disappointed at the level of service i have received. So much of my time has been wasted. I have been a loyal Vodacom customer for almost 20 years. I pay my account on time and have never given Vodacom any grief yet when I need to access a service I diligenlty pay for every month, this is what I get. I am really disappointed!!!

Now I am still without a phone 5 days later despite the 24-48hrs policy for claims and I still have to pay excess after speding so much on calls just to get the service I have been diligently paying for.