C-Surance and waiting forever

To whom it may concern,

I have been a Cell C customer for more than 5 years now, but I am very disappointed in the 3rd party insurance that Cell C is selling called C-Surance. I hope you guys can sort this out, because they are giving you a bad reputation. You can't sell a service that does not work. I am not a person to complain. I have given Cell C and C-Surance more than enough time already as I have been waiting since July the 15th 2017 until today (4 September 2017) for C-surance to process my claim.

On the 13th of July 2017 I lost my phone. I immediatly called Cell C to stop my sim. I went to the Cell C Centre in Buccleuch on the 15th July 2017 to blacklist my phone and submit my C-Surance claim form. The consultant said C-Surance should call me within 24 bussiness hours. I waited until the 15th of July 2017 for C-Surance to call me, with the Cell C consultant sending them multiple e-mails in that time span. Does not help to call C-Surance either as they never answer, even if I stay on the line for 20 minutes.

Finally C-Surance said my claim was pending because there was no SAPS case number, I was not told I needed one in the first place. Secondly, they said the phone was not blacklisted. I submitted a blacklist form when I submitted the claim form on July the 13th.

So I went to SAPS and got a case number, the consultant sent them the blacklist form and sent them multiple e-mails and CC'd his managers as well.

Still have not heard a single word from C-Surance, via email or phone, absolutely nothing at all. I am hanging in Limbo. I don't know if my claim is processed or pending because they need more more documents??? Because they don't communicate with me. And if they need more documents or information it will delay me even more because they take so long to tell me and then I will have to wait again.

Come on guys this is supposed to be a proffesional bussiness with proffesional services offered to it's customers. I am not feeling any of it. If there is problems they should let me know so we can get this processed as fast as possible. But how can you let a customer wait a month to let them know there is a problem? If there were problems I wanted to know within 24 bussiness hours as you guys promised.

I am paying about R260 p/m for my C-surance, and there is no service. I am paying about R1000 p/m for my phone witch I don't even have. But I still have to pay it until the contract is finished. Will you guys give me a new phone after my contract is finished??? I need my phone now for my work.

This is unacceptable. The poorest service I have ever recieved and I am still paying for it every month.

Someone please just help me to resolve this. I will appreciate it.

Ticket number is 931647.