C surance

Good day

I would like to process a complaint regarding cell c and c surance. Its quite a long story but hopefully sombody would be able to resolve it. If not ill be escalating this complaint futher eg ombudsman.

ID number: ********** 123086 Contact number: ********** 550 Email adress: ********** **********

Firstly I am a Team Manager for a Network service provider customer service department and I have worked in the higher level complaints department previously and Id just like to say the customer service that I have recieved from both cell c and c surance is pathetic.

In March 2018 I lost my and reported it to Cel c customer care they than blacklisted it. A few days later I found my phone and called them to unbar it. The lady in customer service said that I should get a affidavid and go to the store which I did. When I arrived at the cell c store in Prominade Mitchells plain it was so full and they were short staff. I stould in a long line when I got to the consultant she advised me that she cant help me and that I should call customer service.

I went home and called customer service AGAIN, I then requested to speak to a Manager as they sent me back to the store. The advisor that I spoke to de-escalated the call and said that she will leave full notes on my account and that I should jusy go to the cell c store and ask them to check my account notes as her manager agreed to do a free sim swap (Not paying R150) and that they would unblacklist my phone in the cell c store so that I'll be able to use it again.

I went to the cell c store in Westgate mall and asked them to check the notes on my account (+27 84 ********** ) they then checked, Im guessing they unbarred it and activated the sim card, they advised me to wait 4 hours then insert the sim cards and it should be ready to work. I did as requested and it was ready to work.

(I think I spoke to the store manager at the cell c store at westgate mall, I think his name is Grant and I dont think he works at that branch anymore. It was the 1st time I saw him at that branch so I think he was only there for one day)

I lost my phone in April month again and did the insurance claim via the cell c store in Westgate mall. The store advisor in westgate mall Faud helped me and he is amazing however when I contacted c surance from my Telkom landline I was left on hold for a very long time and promised atleast 3 callbacks which was never actioned as arranged. So my Telkom bill will be higher than normal as I dont have a cell c sim to call from and I was supposed to get the call back instead of calling back again.

C surance does not seem to be able to complete my insurance claim as it seems that cell c has not unblacklisted my phone as they were supposed to. I dont feel that its my fault as I did everything that I was supposed to and yet I am stuck without a phone. I need my phone asap as I work full time and study part time so I dont have the tome to be stuck on hold/the phone all day to get this isshe resolved.

I processed a complaint via facebool with cell c and hello peter and also with the insurance team now. I need this issue to be resolved. I spoke to the insurance team manager Vishane and sent him a email.

I Think I already have a complain open with the insurance escalation team and Modjadi Patricia Mashau is handling it.

I need this resolved by tomorrow morning for the latest.

My request: *Complete my insurance claim and send my replacement phone to me/or refund my access fee and all my insurance monthly payments. * Cover my Telkom bill(The c surance calls) as it should not take me this much time on the phone to do a insurance claim and for all the failed call backs leading to me calling back again. *Cover my cell c line rental as I have not used the services for about a month so I dont feel that I should pay for it. NB I dont paying for about a week of me not using the services as it should only take about a week for a insurance claim to be done but this is the 3rd week without my service. *Compensation for my time and the inconvience.

Kind Regards; Tarren ****enson