Lost phone

I lost my phone 3/09/2019 and i contacted Budget because i have insurance for it with them. I was told about an access fee of R1050 that i was not aware of and i requested a recording of the telephone sale conversation because i do not recall being told about the access fee. I have looked through my emails and i never recieved the contract.

What makes me very annoyed is that i have to use my own resourses to get feedback on the progress of the claim. Throughout this claim, i have only recieved about 3 calls from Budget. And if my calls to them were to be checked there going way over 10 calls. Bongiwe my accessors attitute or treatment towards me is not helping. If she was calm mybe by now i would also be calm.

After the recording was found after more than the 3 days that i was adviced of. I was adviced that the access fee has been reduced to R650.

Eventually when i asked for the contract, there is nowhere on the contract where it says R1050. Apparantly on the recording i was adviced of the access fee amounts as mentioned above. That got me to ask them to send me the recording so i can listen to it myself. The timeframe of delivery has passed and im still waiting. So i decided ill just pay this R650 and get cash so to settle my Jet account because under the circumstance i was forced to buy a phone whilst i was waiting - now apparantly they dont pay cash they give you a brand new same phone or a phone worth this amount claimed R3000, i checked the T&Cs link and that is on there.

The information i recieved during the sale call in 2017 did not mention all this as far as i remember. Hence i have requested a recording so i can refresh my memory, but that too is taking forever. Firstly i would like Bongiwe to be removed as my claim accessor her attitude stinks, shes treating me as if im claiming out of her pocket! I understand i was not an easy customer, but its part of her job to deal with fustrated customers especially with the knowledge i have about this insurance. And then is there no other way i can get this recording other than having to wait for a disc that was suppose to be delivered 20 September 2019 and i happen to still be waiting?? And then i want to cancel this insurance its not worth it at all!