Rude and not helpful insurance even to pensioners

my insurance claim, which was submitted on 19 September 2024.

My claim was approved, and I paid the access fee on 27 September 2024. Since then, the process of collecting my device has been filled with frustration and unacceptable delays. Despite several calls to your customer service team, communication has been poor, and I have had to take the initiative to provide my address instead of your team following up with me.

I was assured last week that the courier service (RAM) would collect my device this week. However, after calling today to follow up once again, I was informed that the courier could not locate my address, Which is a lie because once you put in the address on Google you can clearly see it, even an image of the gate appears. This lack of organization is disheartening, and it feels as though I have been left to manage the situation myself.

Additionally, I find the conduct of the call center consultants to be incredibly unprofessional. The level of service I received over the phone was marked by rudeness, poor communication, and an unwillingness to assist. The supervisor, Boitumelo Thobela, is not checking up on her employees because she would have seen that this has been an ongoing case.

In stark contrast, when I visited the Cell C store at Mall of Africa, the consultant there was professional, helpful, and empathetic, proving that a positive customer experience is possible, Her name is Busisiwe Thabede. I appreciate her effort and support but feel deeply disappointed by the lack of care from your insurance department and call center team.

As a loyal customer, I expected better service from Cell C Insurance. I urge you to take this complaint seriously and address the issues in your insurance division, particularly in terms of customer communication and courtesy.

I look forward to your prompt response and hope for a resolution to my case as soon as possible.