Mishandling of Approved Claim , Poor Replacement Process and Poor service

I have been without a device since December last year, and despite the claim being assessed and approved for R2299.00, I am still struggling to receive my replacement.

After waiting an unreasonable amount of time for approval, I was subjected to further unnecessary obstacles at Exact Jabulani Mall. The store staff demanded an excess payment, scanned the phone, and then refused to release it, claiming that the “system is giving an error because the phone is on sale.” This excuse is unacceptable. Internal system errors or promotional pricing have nothing to do with my claim. I am entitled to my replacement device as approved, without additional charges or delays.

I specifically chose the Honor X5c Plus 128GB Dual SIM, valued at R2299.90, which matches the approved claim amount. I attached proof of the device’s value and proof that the excess was paid. At no stage before payment was I informed that there would be any issue with the device being on sale. I paid the excess in good faith, and it is not my responsibility that the store’s system cannot process a claim due to its own pricing setup.

This obstruction is extremely frustrating and directly impacts me, as I rely on this device for work purposes. The refusal to release the phone after scanning it demonstrates a complete disregard for the customer.

My complaint has been handled by mere administrators who do not know what they are doing, responding to old correspondence instead of addressing the escalated matter. Lindo and Nqobile from Monitor responded while the Monitor complaints department was copied, yet they failed to take ownership of the query. TFG has been sending irrelevant emails stating that the query has been resolved, but I do not know which query they are referring to as mine remains unresolved. Venell from Monitor has failed to even acknowledge my escalated email.

Who is going to compensate me for the income I have lost? When I registered the claim, I made it clear that I use the device for work purposes, yet no one wants to take responsibility. I purchased the device at a promotional price, and it is not my problem that the store decided to insure it at that promotional price instead of the original price. Your policy document refers to the original price, yet the device was insured at the promotional price. If I cannot take a replacement device that is on promotion, then why was my insured device accepted at a promotional price?

Please do not tell me to go to TFG stores, as there is no device available at the value of R2299.00. All devices are currently on sale, and the insured device itself is on sale for R1999.00, while its original price is R2499.00.

This situation is unacceptable. I expect urgent action and proper resolution, not vague responses or excuses. Please confirm where I can obtain the device valued at R2299.00, or implement one of the resolution options I have already proposed without further delay.

This matter has dragged on long enough. I require feedback before close of business today.