On the 6th of July 2020, I purchased a iPhone 11 pro Max to the value of R28 999 at Vodacom Shop in Hatfield, this was a cash purchase. On the very same day (6 July 2020), I was assisted by Daniel Ntike in the Vodacom Shop Hatfield to update my insurance cover from R7 501 – R10 000 to R25 001 – R30 000. I was then also charged both insurance amounts in the months to follow. This error was then correct however the accounts department has for 2021, incorrectly debited my account to the value of the former cover. On the 13th of January, I was robbed outside my place of work and a case was opened with the South African Police Service and the necessary investigations regarding this case is currently underway. I then submitted a claim with Vodacom Shop complaining with their procedure and providing them with all the necessary supporting documentation. The consultant in store, Babalwa has been assisting me with the claim but with no luck. I have also liasoned with the insurer with no luck. The first challenge experienced in this claim in that Vodacom Hatfield and in the surrounding areas does not have stock of the iPhone 11 pro Max in order for the stolen device to be replaced. The second issue here is that the insurer refuses to issue me with a payment to the value of the cover. The insurer firstly says that they do not do payouts even after I had explained to them that the devise was a cash purhase, the insurer rather advised me to go and purchase a handset and they will process a claim after I send them a receipt and an IMEI number of the devise and then they will pay an amount minus excess. Secondly the insurer says I am currently under covered and they will only pay to the value of R10 000. Upon the discovery of this error on Vodacom and the insurer escalated between them the matter for a settling of the balances of the months where they incorrectly debited, which has nothing to do with me. It is an error on their part and they were meant to resolve it. Yesterday, when I contacted the insurer the matter is still not resolved, Vodacom has still not backpayed the insurer and the insurer even after stipulating that they have approve the claim refuses to issue me with a pay out to the correct cover value and Vodacom still does not have stock to replace my stolen hadnset
What I want is a complete payout to the value of R30 000 and I will once again go on the purchase a replacement devise cash directly at the iStore and Vodacom to correct their errors as it is hindering my claim process.