Bad service and empty promises. You must be rich in airtime for your claim to be processed

<p>On then 12th of December 2016 I submitted a claim for lost Samsung Note 3 and on the 13th I called to check if my claim form was received and it was only then that they looked for it in their emails and I was told the details of the claim will be scrutinised. I waited and later that week I called again to check if there was anyway forward and I was told they are still waiting for cellphone usage information and I should call back on the 19th which was a monday of the following week. That monday I called and I was told Brian is handling my claim and I should call him and I did.</p> <p> </p> <p>I spoke to Musa who told me that my claim has been approved and they no longer have Note 3 on stock there is Note 5 and therefore I have to pay R1200 instead of the excess which was only R300 to accommodate the diference between Note 3 and Note 5 and I asked if there was any other cheaper option he said no. On tuesday I paid the R1200 and called to confirm if it was received and I spoke to Nontando who was very helpful however she told me that me and Musa misunderstood each other I was supposed to pay R300 excess and R1140 for the difference between Note 3 and Note 5. She then said I had an option of taking Samsung S6 which did not need any additional amount but excess only which is information Musa had not mentioned to me.</p> <p> </p> <p>I then decided I will take the S6 and be refunded my R900, Nontanto asked me to hold to discuss this change with her Manager. When she came back she said the Manager says because I was inconvenienced I can take the Note 5 and not pay the remaining amount from the excess which was R260 as I had already paid R1200 I said then its fine she can order the Note 5 for me. Nontando advised me that it will take 1-3 working days for the phone to be delivered.</p> <p> </p> <p>on the 22nd of December no pjhone was delivered and on the 23rd I called to find out why and Brian told me its because I had an outstanding balance of R260 to get the Note 5 and I explained to him that its his Manager that said I must not pay it. He went to speak to the Manager and came back saying that he is ordering the phone and will again be delivered to me after 1-3 working days. On the 29th I called to check if there phone was indeed ordered and is on its way, gues what I spoke to Brian again and he put me on hold to go and investigate and he eventually dropped my call. I patiently dialed the number and called again and spoke to Lenette who also made me hold to go and speak to the Manager and came back saying the Manager is working on it and the phone will be delivered Friday on the 30th and again nothing was delivered. Saturday on the 31st Brian said on the system its written my phone was supposed to be delivered on Friday but it was not done and again he made me hold for 8 minutes and came back saying the Manager did not authorise because I have excess outstanding. Also spoke to another lady who told me that Managers do not work on weekends so there is nothing that can be done as I was suggesting that then let me be refunded my R900 and they deliver S6.</p> <p> </p> <p>For the first time in many days of constant calls and fights with 24Hour Mobility staff on the 3rd of January a lady called me to confirm that tey are ordering the Note 5 for me and it will be delivered on the 4th January which is today and I have my doubts. during this period I think I have spent over R300 calling this insurance company as some times for my claim to move forward I have to call and if I don't nothing happens. the Manager failed to communicate the issue of my excess with his staff and supply chain/logistics inorder for the claim to be processed smoothly and the claim advisors kept claiming their are ordering the phone but none of them bothered to call me back when they realised that the phone cant actually be delivered.</p> <p> </p> <p>You make no effort to communicate effectively with your clients.</p> <p> </p> <p> </p>