Poor Service and Failure to assist

I would like to bring under your attention that l have purchased a phone for my mother in 2024 and took out insurance on it.

I've had the phone fixed numerous times without making use of insurance as they have previously delayed the process and my mother waited over 2 months for the phone to be fixed.

I have placed a claim on the 1 October 2026 at American Swiss Promenade as my mother had lost her phone on the 26 September. The staff member informed me that the insurance company will contact within a week.

I have spoken to the manager Rukshanah telephonically on the 9th October, only to be informed that the claim forms were misplaced.

She seemed to have dropped the line on me and didn't return the call.

I called back multiple times but they avoided my calls. When l eventually got through l was told that she is busy with a customer and will return my call which she never did.

I called TFG monitor they informed me that my documents were not submitted and that I was supposed to receive a reference number.

My mother went to the store in hope to have the matter resolved by getting the reference number.

I contacted TFG Monitor again. The representative, Vezi Bomela informed me that in order to avoid further delay they need a second *** number of a sim I have not used nor recharged for the past 2 years.

I have had the number blocked that l have used.I have also submitted an affidavit for that number.

I explained that l no longer remember the second number. Telkom disconnects and recycle the numbers that's no longer in use. I was informed that there is nothing TFG monitor can do to further assist.

I would like to know if you could kindly assist me in order to resolve the matter. You may contact me via email ***

THANK YOU