On the 24th of September 2017 I qualified for an upgrade of a new cellphone from Vodacom and on the same date I went to Vodacom Shop based at Midrand Boulders to purchase the new upgrade cellphone. The agent who assisted me at the shop is known as Tshepo Mamorobela and I have explicitly explained to him that I needed a 24 months contract cellphone with a package which includes an insurance and should not exceed the amount of R500 per month. He then handed over a catalogue and I have selected with his guidance an LG Q6 and he told me that this is the best cellphone for me as it’s package for 24 months of installment is R473.49 including a comprehensive handset insurance stipulated on the attached contract. After signing the contract with the best knowledge that my new purchased cellphone is covered with an comprehensive handset insurance of R85 and all the other the charges including VAT totaling to the monthly charged amount of R473.49.
On the process I made sure the old cellphone’s insurance is being cancelled so that I am only facing a square up amount of the new contract. Therefore on the 28th of September 2017 I have completed a Vodacom Insurance Change of Insurance Cover form for Cellsure-Vodacom and submitted with all my details and the one of the new LG Q6 contract cellphone. As I have completed the form I avoided selecting any product price plan of insurance because, out of my best well informed knowledge of the singed contract agreement, my insurance is R85.
A problem occurred when my debt order was due to Oct 31st and the bill came with an amount closely to R520, clearly what I did not sign for and agreed to pay. I contacted customer care complaining about the bill and customer care transferred me to the insurance department because the fault was on their side of which a dispute/case (1-34089454201367) was opened on the 11th of October 2017 and resolved lately leading to a correct amount of R473.49 transaction (debt transfer – Vodacom 0277674863 I4366692) made to my account on the 31st of October 2017. Going forward to Nov 2017 again a bill/statement of R520.72 due Nov 30th was sent to me, I contacted customer care opening another dispute/ case (1-34100187318131) on the 17th of Nov against the bill. After also contacting Vodacom-Cellsure it was thereafter all the trouble I went through that I was informed that actually my insurance on the package for the LG Q6 is R109 and not R85 as stipulated on my contract, they even told me that they have refunded me back an amount of R72.15 of the R85 comprehensive handset insurance to my account of which I do not believe and will follow up on my Bank statement. Vodacom Customer Care and Vodacom-Cellsure closed my case and the resolution was that they cannot help me and I should go to the Vodacom Shop where I purchased the cellphone and tell them to fix the problem.
On the 20th of Nov I went to the shop and requested to see Tshepo Mamorobela the agent who helped purchase the phone and informed him of my problem. He admitted to the acknowledgement of all my disputes/ cases and that he received them as they were on process until both the cases were closed. Tshepo Mamorobela informed me that there is nothing he could do from his side because he thoroughly went through the contract with me with all the charges I have agreed to pay which included the amount of R85 and not all the other charges that came after my contract, he then told me to call Vodacom-Cellsure again and try and resolve the issue with them. Unfortunately Vodacom-Cellsure and Customer Care again told me that they cannot help me and the bill I see is the one they are definitely going to take from my account. On the 21st of Nov I went back to the shop and informed Tshepo that my issue is still not resolved with Customer care and insurance department, he responded and said, he cannot help me and that it is the insurance department’s fault. With great disappointment I extended my dissatisfaction of Vodacom with the breach of contract and addressed him that he should inform his manager known as Sabelo Mathebula that if they are not willing to resolve this matter then I will definitely escalate it further. Tshepo came back with a response from his manager also saying, “there is nothing they can do”.
On the process I made sure the old cellphone’s insurance is being cancelled so that I am only facing a square up amount of the new contract. Therefore on the 28th of September 2017 I have completed a Vodacom Insurance Change of Insurance Cover form for Cellsure-Vodacom and submitted with all my details and the one of the new LG Q6 contract cellphone. As I have completed the form I avoided selecting any product price plan of insurance because, out of my best well informed knowledge of the singed contract agreement, my insurance is R85.
A problem occurred when my debt order was due to Oct 31st and the bill came with an amount closely to R520, clearly what I did not sign for and agreed to pay. I contacted customer care complaining about the bill and customer care transferred me to the insurance department because the fault was on their side of which a dispute/case (1-34089454201367) was opened on the 11th of October 2017 and resolved lately leading to a correct amount of R473.49 transaction (debt transfer – Vodacom 0277674863 I4366692) made to my account on the 31st of October 2017. Going forward to Nov 2017 again a bill/statement of R520.72 due Nov 30th was sent to me, I contacted customer care opening another dispute/ case (1-34100187318131) on the 17th of Nov against the bill. After also contacting Vodacom-Cellsure it was thereafter all the trouble I went through that I was informed that actually my insurance on the package for the LG Q6 is R109 and not R85 as stipulated on my contract, they even told me that they have refunded me back an amount of R72.15 of the R85 comprehensive handset insurance to my account of which I do not believe and will follow up on my Bank statement. Vodacom Customer Care and Vodacom-Cellsure closed my case and the resolution was that they cannot help me and I should go to the Vodacom Shop where I purchased the cellphone and tell them to fix the problem.
On the 20th of Nov I went to the shop and requested to see Tshepo Mamorobela the agent who helped purchase the phone and informed him of my problem. He admitted to the acknowledgement of all my disputes/ cases and that he received them as they were on process until both the cases were closed. Tshepo Mamorobela informed me that there is nothing he could do from his side because he thoroughly went through the contract with me with all the charges I have agreed to pay which included the amount of R85 and not all the other charges that came after my contract, he then told me to call Vodacom-Cellsure again and try and resolve the issue with them. Unfortunately Vodacom-Cellsure and Customer Care again told me that they cannot help me and the bill I see is the one they are definitely going to take from my account. On the 21st of Nov I went back to the shop and informed Tshepo that my issue is still not resolved with Customer care and insurance department, he responded and said, he cannot help me and that it is the insurance department’s fault. With great disappointment I extended my dissatisfaction of Vodacom with the breach of contract and addressed him that he should inform his manager known as Sabelo Mathebula that if they are not willing to resolve this matter then I will definitely escalate it further. Tshepo came back with a response from his manager also saying, “there is nothing they can do”.