C-Surance Lying to Customers - Phone in repairs for 3 months now and returned to the shop unrepaired!

I previously wrote the following on Hello Peter to Cell C:

"I have booked my cellular device in for repairs at the end of October 2018.

I previously had lost my first device and therefore had to blacklist the device. Cell C then replaced my device as I have insurance on the phone, the new device was then sent into cell c in October in order to repair screen damage. It was then confused with the older device and I was told that repairs will be put on hold until the device is un-blacklisted.

Due to incompetence this took 8 weeks of back and forth calls between myself, cell c call centre, cell c repairs as well as cell c greenstone in order to resolve the confusion. I was then told finally the phone was booked in for repairs 2months later. I am now told that it was not booked in on a claim from the insurance. I have now been told that I will have to pay R1000 odd in order to continue with repairs. Now when I explain that it was done through the claim process at the store, I was told I have to now return to the store and re-do this.

It is now the 7th of January 2019 - almost 2 and a half months since I have booked the device in, I have received no feedback as to the status of my cellphone, I have also had to continue paying my contract for these two months for absolutely nothing.

Would be highly appreciated if Cell C contacts me in order to resolve this matter before I cancel my contract.

Sincerely a loyal 3 year customer"

They Responded with: "Good morning Jamie

We have referred this matter to one of our team members for assistance. Do expect communication during the course of the day.

We apologize for the inconvenience caused.

Regards Cell C | PN "

Now, I now need a response or answer on this, because the lady in question did not get back to me yesterday nor today with her superior. (This response was sent yesterday on the comments section of my previous post, not sure if you guys have seen it therefore I am posting a new one, seems this is the only way I get anywhere with the customer service from C-surance and Cell C)

"Hi,

I had received a message from Cell C Repairs that my device had been dispatched on the 18th of January 2019. I followed up with Cell C Greenstone for two weeks to find out if the device had been received. Whenever my call was not ignored I was told that it was not there and I will receive an SMS when they receive it, that didn't happen because only when I called today the feedback I received was that the phone was now in stores however it was not repaired as C-surance did not answer the call to for cell c to give them the quote and process this through the claim.

I then called C-surance and spoke to a lady by the name of Sbongile who had said that there was no claim for the cell phone to be repaired and that Cell C Greenstone did not send the claim through. She then emailed me the claim form in order for me to get this sorted. In my frustration I then drove from work, in Randburg and went to Cell C Greenstone in Edenvale to find out what exactly is going on as I am absolutely sick and tired of this back and forth through phonecalls, was told I needed to wait for Vinah tomorrow as she is the one who processed the claim and is not in today.

I then left and drove back to work, I went through my mails to find that Vinah had actually sent the claim through and received confirmation back from C-surance confirming that they would get back to her in 24H. I have emailed this mail trail as well as my claim form to Sbongile and have asked that her superior contact me today as C-surance has blatantly **** to me and have had my device for 3-4 months and due to their incompetence have not repaired the device. I am still waiting... please do not tell me that I must wait once again for my phone to be repaired?

Absolutely unacceptable!! What am I paying for? Should I withhold payment again or rather cancel the contract entirely?"