Absolute Shoddy Service from Cell-C ???

Hi

I have had a contract with Cell C now since 2007, and I have never experienced such bad service until now.

I have multiple contracts with Cell C and 2 of them have come up for renewal, I will definitely not be renewing them with Cell C after what I have experienced.

When I renewed my contract last time I got a Huawei P smart phone and I took out cellphone insurance with CellC insurance

In early February I accidentally dropped the phone and cracked the screen, on the 3rd of February 2019 I took it into the the Century city Cell C branch and the agent (Vaughn) filled out the necessary forms and told me it may take a few weeks but they will repair it.

3 weeks later we received a message from cell-c asking if we want to accept the quote. I called them to find out why it was not being covered by insurance and they told me they did not have the insurance details. I had to call the insurance company myself to get the insurance policy number. I then contacted the store again and gave them this number. after a week we still had heard nothing and went into the store again and spoke to the same agent to ask what was going on. He did a few things on the system and said it would be sorted out. We have been back to the store 3 times since, with no results, I have called the store multiple times and get no joy. I am not sure why I am paying people for the insurance if I have to do their job for them. every time I call they want me to phone this branch or this division to find out information,

I have since called the repair center and they asked me for a ticket number, I have had to call the store back to get a ticket number and still no joy, I have called the insurance company multiple times and they were not aware of the claim, after throwing my toys. the store finally did something and now the insurance company are aware of the claim. I have also called the repair center multiple times and they are also requesting me to give them information.

I called the insurance company and asked what was happening, the first agent told me they needed confirmation of the booking date which I gave them, she then told me to hold and she will contact the repair center to see if they still have the phone, She put me on hold and I was on hold for 20 minutes. I put down and called back and obviously got another agent, after explaining the issue again he put me on hold and I waited another 15 minutes. I then put down again and decided to wait a while before calling back.

I called back at midday the agent told me that they now need confirmation of the second IEME number on the phone and asked if I still had the box of the phone, after explaining that the repair center has the phone and I am at work but I doubt we still have the box she then told me she is going to contact the repair center and see if they still have the phone and politely put me on hold for 30 minutes this time until I could not take it anymore and again put down.

What am I supposed to do to just get my cellphone repaired under insurance which I have been paying for since I renewed my contract over a year ago.

I am absolutely disgusted at the service I am getting and I do not understand how the agents just get away with this shoddy service and no one wants to take responsibility to sort out this issue. does it really take 12 weeks to fix a phone?

I need someone to please take responsibility for this and get to the bottom of the issue so that I can get my phone back and I mean urgently, I am sure I am not the only customer getting a phone repaired by CellC.

I have sent an email similar to this to Cell C customer service who immediately responded that they would get back to me within 48 hours it has now been 72 hours and still no response. I don't know who to turn to anymore.