Vodacom
Vodacom refuses to take responsibility for mistake

I have been a Vodacom customer for 14 years. In March 2012 I upgraded to a iPhone 4S at the Cresta Vodashop. I was offered insurance and signed and had my phone insured by Vodacom. On 2 June 2013 my phone was in Cresta shopping centre. The next day I contacted Vodacom to claim. To my surprise I was told that there was no insurance on my number. I contacted Cresta Vodashop and spoke to a George. George confirmed that I had signed the insurance documentation. It appears however that Cresta Vodashop never created the debit order for the insurance. They initially said it was my responsibility to check that the debit order went off. Since I signed the documentation I was under the impression that I was being debited for it. I eventually dealt with Gerard Jacobs. He provided very poor service and did not phone back when he said he would. For two weeks I had to phone him every day. On Monday 9 June Gerard said that the insurer would accept the claim if I paid the outstanding premiums. I said no problem. However they later changed their mind and said they can't do anything. Vodacom made an R8000 mistake and now say its not their problem. I am left upset and angered.

Company: Vodacom
Country: South Africa
City: Cresta

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