Vodacom
Unsatisfactory response after policy mismanagement

I was shocked when claiming for a phone from Vodacom Insurance. They informed me that I had apparently given consent to have my cover reduced when a call-center agent phoned me earlier in the year. I immediately requested the recording of that call but it took over 3 weeks to get this.
The recording clearly proved that my policy had been changed without my consent. Once I pointed out the faults in the recording I received an admission that there had been an error but that "they" would have to wait for RewardsCo to investigate and validate my claim.
I am not a RewardsCo customer. My account and policy are with Vodacom and I hold them responsible for the management thereof. After another 3 weeks RewardsCo finally "deemed my Query" valid and offered a settlement.
I am in no way satisfied with this proposed settlement since it does not give me a handset I am entitled to, nor does it in anyway make up for the frustration and run-around I've had in resolving the issue. I expect Vodacom to take responsibility for the mismanagement of my policy and to show some measure of remorse and or assurance that this will not happen again.
Customer Service Ref: 000R~RYP4

Company: Vodacom
Country: South Africa
City: Vodasure/Customer Service

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