Ackermans Cellphone Insurance

I went to Ackermans Greenacres on the 2nd of November 2018 for a cellphone claim insurance. I was asked to write what happened and they made a copy of my ID to fax it. I was asked to come the following day for feedback and until today I have been visiting and calling the store. the feedback get is that the finrite people are gonna call me. Its so sad that I never missed paying for that cellphone insurance and yet this is the kind of treatment I get. Funny part is that nobody explained to me that there is a third party (insurance people) when I bought the cellphone and its insurance. I trusted Ackermans with my money. I hope whoever sees this can assist me. This is really frustrating .