Proof of Usage Pay as you go SIM

[marianab]

Hi there, 

I really need some help here. 

My phone has been stolen and I've done all the required proceeders after this. 

In order for me to do the insurance claim, I'm required to present proof of usage of my device on my Network Provider. 

I have a VOXI pay as you go SIM card. I have been in 2 physical stores already and they both said they can't give a proof of usage because with a pay as you go sim card they don't have any device associated with my account. 

I have also tried to ask for the proof of usage via online form, from which I got a proof of usage document with the right start date of usage, but the end date of usage was set to just one week after the start date, which doesn't make sense at all, as I've been using that phone with the VOXI sim card for 7 months now. 

I also tried to contact the online costumer support, via live chat, and I was told I needed to go to a physical store. So I'm stuck here !!!

What can I do to sort this situation? Vodafone must have the information of my phone using their network. 

Thank you!

[BandOfBrothers]

Hello @marianab 

It's upsetting enough to have a phone stolen so when insurance is at hand to help alleviate this I can imagine then not being able to acquire the information from the network to complete the claim is frustrating to say the least.

Unfortunately account access isn't available via the forum and to add Voxi have their own customer support and Social Media Teams.

I would suggest to contact their Social Media Teams on Twitter and Facebook to see if they can help.

As a last resort you could raise a complaint  > https://help.voxi.co.uk/Managing-my-account/Complaints/ 

Speak to your Insurance Company to fully brief them on the difficulties your experiencing. They maybe able to intercede. 

I assume your insurance company have rejected the proof given thus far due to the time frame  ?

If I can be of any further help then please don't hesitate. Take care.  😎 

[AnnS]

You don't mention the insurance company you are with, insurance companies will do everything possible to avoid paying out on a claim.

As far as your proof of usage is concerned, every time you may a call it will be logged again the IMEI number of the phone, and there shouldn't be any problems obtaining proof of usage.

As you have had problems going direct with Voxi, follow this link and speak to the Social Team here: Contact Us they will also be able to make sure the phone has been IMEI blocked to make sure the thief does not enjoy your property.

[marianab]

Thank you for your help ! 

I will try and contact Vodafone on the social media and see where it takes me ! 

[marianab]

Hi again ! 

So now I'm facing a different problem. 

I have filled a form to request proof of usage, but Vodafone is only giving me proof of usage for the first 5 days of usage of my phone. They say this is what they have on their records. Obviously I've been using the SIM card on the stolen phone for 7 months, so how can this be?? 

Can you help me with this? 

[BandOfBrothers]

Unfortunately not from the Vodafone Community Forum here @marianab as there is no access to accounts from here.

[AnnS]

Provided you had registered an account @marianab , Vodafone should be able to provide you with items of usage prior to the phone being stolen.  If you set up an alternative contact number on the account to receive the security code, you should also be able to see the usage on the account.

The other alternative is to request a SAR from here: SAR although it does seem extreme having to go through the procedure to get the information to complete your insurance claim.

If you have sent the Social Team a message, the conversation may still open and you will be able to reply, otherwise just send a further message and see what they can come up with.