No customer should be treated like this

I am beyond shocked at how badly my Telkom device insurance claim has been handled by Worldwide Advisory Services (WWAS).

My iPhone 15 Plus was ******. I immediately: - blocked the SIM, - blacklisted the device, - opened a SAPS case, - and submitted my insurance claim with all supporting documentation.

What followed has been over a week of being bounced between Telkom, WWAS, stores, claims agents and support teams while nobody took ownership of the issue.

The core problem is now obvious: - Telkom systems correctly reflect my upgraded iPhone 15 Plus and IMEI, - I have been billed for device insurance continuously for approximately 28 months, - but the insurance system still incorrectly reflects my old iPhone 12.

Despite providing: - my upgrade contract, - Telkom CRM screenshots, - IMEI confirmation, - proof of active insurance billing, - and repeated explanations,

I have received repeated responses from different agents asking me to “prove” I requested insurance for the iPhone 15 Plus.

How exactly is a customer expected to manage Telkom’s internal backend device linkage after completing an upgrade through an authorised iStore/Telkom channel?

Why is the burden being placed on a paying customer to prove system updates that should have happened internally?

Even more absurd: - the old iPhone 12 was traded in during the upgrade, - meaning it was no longer even in my possession.

At this point this is no longer a claims issue — it is a systems and administrative failure between Telkom, WWAS and the insurer.

The matter has now been formally escalated through the complaints process and, if necessary, I will pursue this through every available consumer protection and ombudsman channel until accountability is taken.

No paying customer should go through this after doing everything correctly.