SERVICE GONE WRONG FROM A VALUE ADDED COMPANY

I reported my lost cell phone device from my insurance company, Justin Barends (Trainee) was handling my case, all required documents to process my claim were sent to him on the 27 September 2015 and he promised to send me the baking details, until I call his offices 20 October 2015, its almost 3months and he was only able to give me some story about my file being mixed up with someone elses- his supervisor Ismaeel Saunders apologised after I had to hold 40minutes for him, he sent me the banking details requiredd to pay the excess fee with no writen apology. I have since logged a complaint with the Operations manager Veronica Booysen and await her responce but with the kind of service experienced its going to be a long wait. I am very disappointed because they have continued deducted monthly premiums while I had no device insured.