Complain
I lost my Huawei P40 Pro on the 02 September 2023 and went to report the device stolen at the police station and also blacklisted the device. The device was stolen with the original contract sim card 0795261977. The insurance rejects the claim on the condition that it was not with it’s registered sim number which was the mistake that was made at the Vodacom Waterfront branch in Bloemfontein who doesn’t treat customers fair. TCF does not always apply at this branch.
Details as follows:
1. Upgrade on the 0795261977 contract.
1st upgrade - was done on the 27 November 2020 (intent for the black Friday deal)
Device – Huawei P40 Pro silver frost (AG)+ 20 GB data x1 – (H) + accessory voucher R500 @ R709 PM (534 finance + R175 Sub on uChoose Flexi 175 (36 months) = Total amount R796.23
Quotation number – 1-34848065048145
2. There was a problem with the device and it was exchange on the 06 January 2021
Device – Huawei P40 Pro midnight black (AG) + 20 GB data x1 – (H) + accessory voucher R500 @ R709 PM (534 finance + R175 Sub on uChoose Flexi 175 (36 months) = Total amount R725.99
Quotation number – 1-34877857289613
January 14, 2021 - On the consultant's recommendation, the contract was changed from 0795261977 to 0767161759 since I wanted to utilize the 079 number, which is the one I've been using ever since. The contract was a 30-gig data plan sim only package for 24 months, and the 0767161759 data sim was activated in February 2020. This data plan sim card could also be used in any of my Vodacom contract phones because it was a data plan sim card. Which at the time was an excellent alternative for my son, who was a student and required the Huawei P40 Pro phone to utiize a lot of data for his academic work. On January 13, insurance was subsequently added to phone number 0767161759.
The consultant said that there was no issue because "I was the owner of the contracts with Vodacom and it was a data plan sim.
She never told me how using the original upgraded number, which I upgraded along with the phone, would affect the insurance's terms and conditions.
TCF (Treat customers fairly) was not applied in this case as a whole.
The consultant's one and only goal throughout the entire scenario was to close a deal that would benefit her alone; she didn't consider how her decision would affect the customer in the long run, which was the issue I was currently dealing with.
On January 7, 2022, I returned to the branch since my kid had seen the Vodacom advertisement for the deal where you could trade in your old phone.
“It was not a smart idea to follow second consultant's advice” At the same Vodacom branch at Waterfront. She said that since my kid doesn't want the Huawei P40 Pro, she could check on system to see if there is another number that is due for an upgrade to a new smartphone for him. She learned that an upgrade was required for the 0767161759 number.
She was seated in front of the computer, which was running the Vodacom program and had the customer's contract details loaded. She noticed that the 0767161759 had an insurance enabled.
According to Vodacom terms and conditions as researched is as follows:
Premiums are based on the value of your device. It was not the case in this regard.
1. My question as follows:
How is it possible to transfer insurance between devices without alerting the customer?
How can you use the same insurance premium payment intended for a costly item for a device with a lower value than the original device? (In this instance, Oppo to Huawei P40 Pro). For example: (Take the insurance for a BMW and switch it to the insurance for a VW Citi golf). It is not logical. It has never occurred in recorded history.
Why was the insurance contract changed without notifying the client? Which leads to the actual fact that the second consultant made the error, deactivating the insurance on the Huawei P40 Pro and incorrectly activating the insurance contract on the Oppo.
Where is the replacement document because the consultant was aware that I wanted to use the Huawei device with it’s original upgrade status 0795261977.
It demonstrates that the consultants at the Vodacom branch in Waterfront Bloemfontein do not serve the client's best interests or treat every customer properly. They are solely there for their own benefit and gain. even if the client suffers as a result of this behavior.
It was also the insurer responsibility to alert the Vodacom branch that you cannot take a insurance on one device to another (expensive to cheap device) without a replacement document.
Which also shown that in this case I was also over priced by the insurance.
My request as follows:
Vodacom Waterfront branch to fix their mistake and replace my device. Or because of their conduct to pay back all the amounts that I paid to the insurance.
Case number: 04/09/2023
ITC ref number: 35450623
IMEI: 865830040207437
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