Bad Service from Cell C and C Surance

I have a phone on contract from Cell C and I pay a installment every month for C Curance insurance on the phone. End of October, my phone fell and the screen broke. I phoned C Surance to find out what the procedure for repair is, they said I must take to phone to a Cell C shop to be booked in. On Friday the 2nd of November I took my phone to a Cell C shop in Springs Mall. It was booked in and the lady said I can phone the call center to follow-up on my phone. She reminded me that it would only be sent on Monday so I gave it 2 days before I phoned to follow-up. On Wednesday I phoned and I could not speak to anyone because I was on hold for too long (remember I also have a job and cannot be on the phone for hours). Thursday I phoned and spoke to a agent (who spoke very unclearly and softly) who took my info and informed me to hold. I held for 15 minutes without anyone coming back to me. Saturday my husband went to the Cell C shop to inquire were my phone is and he was told that it has not returned to the shop as yet. Monday I phoned again and I had no answer. Tuesday I phoned again and I was kept on hold for 17 minutes and I had to put the phone down. Thursday 15 November, I phoned 5 times (was kept on hold for 30 min, 15 min, 5 min) when I finally spoke to someone regarding the quote. I asked for a email to be sent with the banking details and I waited a hour with no feedback. Finally I phoned AGAIN and spoke to Lesley who sent me the info and I made a payment immediately. I received a email from Lindy later on the same day informing me that I have to re-book the phone as it was sent back to the shop because I took too long to pay the excess. At no stage since my phone was booked in did ANYONE from C Surance phone me regarding the excess. I spoke to several people before Lesley and only he assisted me with the correct info (and the agent before him). I sent an official complaint to ********** On November the 19th (TAT according to ********** is 24 hrs), I received a email from Noluthando informing me that the phone was sent back to the repair shop and will be repaired. Between 20 and 26 November I phoned the call center several times to find out what the status of my phone is. I had no answer as they would put me on hold and then I would have to put the phone down after 25-30 mins because my airtime is finished or I have to go back to work. I eventually complained on the Cell C Facebook page and on the Hollard Facebook page. I was contacted by Fikile Mbeye regarding my complaints and I was promised an investigation into the matter. On 27 November it was confirmed by Fikile that the phone is at Hauwei for assessment. Fikile promised feed back, which I did not get. On 29 November I phoned the call center and they put me hold for 20 min after I asked to speak to a manager. I do't think that there are ANY managers at C Surance as I never spoke to one and I asked several times. I emailed the complaint to Fikile as this is the only person at C Surance willing to communicate in any way. I also emailed Cathy Triggiani at Hollard who never bothered to answer my email. On 1 December I went back to the Cell C shop in Springs Mall and I asked the agent there to phone C Surance as I am tired of using my airtime on this claim. She phoned and they informed her that I need to phone back on monday as they cannot assist and they need to phone the repair center. Why can staff from Cell C not speak to someone higher up to handle their issues? They also have to phone the same useless call center. On 4 December Fikile informed me that the repair center is awaiting spares for the phone and that they will confirm before end of day on the 5th what the ETA is. I asked Fikile that I just wanted a ETA as it has already been more than a month since I sent my phone in. Fikile emailed Garry Baloyi at, I assume, the repair center ( I have the emails as I was CC). Garry informed Fikile (and me) that the phone would be exchanged and is ready for dispatch. And on the 5th it was confirmed by Fikile and Garry that the phone was dispatched. I received no other communication regarding the phone until the 10th of December when Fikile informed me that the phone was delivered at Cell C Springs Mall. Yesterday afternoon ****h December) I went to Cell C Springs Mall to collect my phone (AT LAST!!!!!!!!!!!!!!!!!!!!!!!!) and low and behold, the phone was NOT THERE!!!!!!!!!!!!!!!!!!!!!!! I spoke to the manager and showed him the emails and he promised to follow-up for me and contact me TODAY 12 December 2018 with an ETA on my phone. In all this time I have been paying for a phone that I do not have and I demand at least a refund for November as I did not have my phone at all the whole month as the lady at the Cell C store said I have to keep the sim card inside. I have lost business due to this fact. I am sick and tired of the bad service from Cell C and C Surance. I cannot believe that they can give such bad service in this day and age. I will be taking my business elsewhere as soon as my contract is complete and I wil be getting friends and family to move their accounts also.

Regards, Zuleike Palmer