Good day .
Hope you will be able to assists .
Kindly please see below email that was sent to escalations on the 22nd January 2021.01.28
My email was read by Felix whom I copied in this email and I made follow up today earlier on and received and email stating that “Thank you for your email communication. If your enquiry is regarding a Vodacom policy or claim please note I am no longer with the Vodacom team. Kindly direct your enquiry to claims.dev***@vodacom.co.za .
This is really been dragging for too long each and every official is referring this matter to someone else , all this it happening at my personal cost because of Vodacom s in competencies .
I feel like I am forced to take this matter to social media so that I can get this matter sorted . I have been billed for insurance since 2018 to date and im no receiving the assistance Vodacom is failing me .
Kind regards,
SM Lebese
From: Lebese Thembi
Sent: Friday, 22 January 2021 15:47
To: 'escalation***@vodacom.co.za'
Cc: 'Email Address :'
Subject: 13873388-9 SM Lebese
Good day .
Hope you will be able to assists as I have been struggling since 2019 November .
I have been a Vodacom customer for years now , however no one is willing to assists me .
I have a contract with Vodacom under 079 10 7487, Account number 13873388.
In July 2018 I upgraded to Huawei P20 lite , IMEI : 867906036916062 , Klein Blue . the application was made at Wonderpark Vodacom store .
I applied for insurance for this device and I further more declared that my daughter will be utilizing this device using his prepaid sim , 0727625712 which I also completed an insurance form and received a confirmation via SMS that my policy is active .
In November 2019 the was lost by and we reported the incidence to SAPS Kolonade and incident Number was allocated 39/11/2019, the incidence was also reported to Vodacom with Ref number : 26164774.
I went to Kolonade Vodacom store for assistance however I was told that there is no active insurance policy . I then contact the insurance department where I spoke to a lady who also advised that there I do not have an active insurance policy .
I lost hope with Vodacom , i had no other option s but to rather go get another device from another service provider with a better data plan .
Last year in November I knew I was due for upgrade and I however wanted to cancel my contract with Vodacom . Unfortunately my request was never auctioned , come January 2021 a debit order went through from Vodacom that’s when I realised that the contract was never cancelled .With this struggled I spoke to different consultants on the matter at Vodacom .
Where one of the ladies tried to assits me and she asked why I wanted to cancel the contract , I then explained to her my situation she then checked on the system and she picked up that from 2018 I was paying for insurance and also contact the insurance department and the lady from insurance department also confirmed that it is true .
Both the lady from contracts and insurance advised that in this I need to contact the insurance department so that they can see how best they can assists and my contract was not cancelled because I needed to conclude with the insurance department .
From the 8th January 2021 I have been trying my best to contact the insurance department and to date I have never been assisted , I spoke to different consultant everyday with different answers
• There is no active insurance policy
• The insurance company changed 2 years back and we no longer have those details please send us statements and invoices to prove that you were paying insurance , I did exactly that , I requested statements and sent them .
• It is not possible to insure a device and use a prepaid number on that device ( I was surprised because before the upgrade to P20 I was using P8 lite which was covered the same way and I was assisted when I claimed )
• The device was lost in 2019 and you only claiming now it is no longer possible and it is no longer on the market ( I am only claiming now because I was given false information about my account by Vodacom officials )
• Today I was being assisted by a lady who said that the device is does not have a valid usage on both numbers ( How can the devise that is lost have usage , it was last used in 2018 which does not make sense and the prepaid sim is working now .I sent her an email asking her to explain what is she trying to say , I further phoned again and she changed her story when I ask questions she said the claim is declained because it is not possible to insure a device with a prepaid number .She further indicated that the store is at fault because they have not informed the about the prepad sim on the device however im askng myself how did I receive an sms confirming the policy in July 2018
•
I am politely requesting assistance because all of the above being said it means I am being crucified and not being assisted because Vodacom officials s incompetencies . at the costomer cost . It’s been 7 years with Vodacom but im being trated otherwise .
Kindly please advise if I cannot be assisted so that I can take my case elsewhere so that other customers cannot fall into the same trap that I find myself in with Vodacom ,I have attached the statement for your information
Hope this will reach your rapid response as I have provided all my details