********* BUSINESS PRACTICE - CellC Device Insurance

Goodday, I'm Andrea Arends and just want to say how aggrieved I am with the ********* service I am currently receiving from CellC Device Insurance . December 2023 I booked my device(immaculate condition) in for repairs on the keyboard, the letters (QTU)was not working and paid my excess fees and after a whole runaround, collection was arranged. Upon collection in March 2024 , I noticed that my device was "Replaced" and I didn't really had a problem with that but only to my surprise to realize that this "replacement device" has more damage than my original device. So, I contacted the insurance to notify them of the problem, and after sending me from post to pillar I booked the replacement in at my closest CellC Shop in April 2024, the device was only collected in June 2024. I was then told that I have to write a motivational letter , which adhered to, then after weeks of follow-up phone calls and emails, I was now told that I have to paid excess again because of "new damage" to the device, which is absolutely absurd, as I never used the device and returned the device as a received it. I called their Repairs Department, and there was no laptop device booked in for repairs on their system besides the one of Dec/Jan, and when I asked the insurance to investigate, they emailed me stating that arrangements was made for repairs and there's a turnaround time of 7-14 days depending on the availability of spare parts. I mean how can they still wanna fix a broken laptop that they sent to me? It been 7 months and they diligently receive the installments every month but in the meantime I'm suffering without my laptop. If someone can please assist me to get this matter resolved, it will be highly appreciated.