Absolutely Pathetic Customer Service

In December 2018 I went into a Cell C store in Canal walk for a new phone, the reason I needed a phone was because I was ****** from my previous device, when purchasing my iPhone Xs in the store I had requested insurance for the device and had asked the Sales person all the relevant questions in the situation that i needed to submit a claim. All he said to me was the following: *My device would be covered immediately *I would have no extra fees when submitting a claim

In February of 2019 I was ****** and the device was ******, I opened up a case at the police and did the necessary steps needed to make a claim to Cell C to replace my ****** device. The response from Hollard (The insurance company) was that according to their investigation, the sim card issued by Cell C was not in my device, and therefore they are unable to accept my claim. Now this is where my frustration starts,: *WHY was i NEVER informed that my sim card was supposed to be in my device when an unplanned ******* would take place?? (I run my own business and have more than one number, and had i been informed of this would I have never removed the sim card) *I was later informed that even if my sim card was in the device i would be liable for an access fee on the device, something that was never discussed with me during the sale process of the device

I have made multiple calls and was told that I needed to get in contact with the store, I've been to the Cell C store multiple times staying out of work just so they could tell me that the Sales person was on leave and so was the store manager. Eventually when i got in contact with the sales person, he flat out refused that he did not fail to inform me of the T's and C's of submitting a claim. The store manager requested that the contract be retrieved and the signed papers to be returned so that he was able to see what was discussed, up till this point no one has gotten back to me, absolutely pathetic service.

To this day I am required to pay for a phone that I no longer have, the insurance fees has been removed from my account without my consent