Cell C - C Surance *******

I took out a contract on the Huawei P10 lite mid of November, and accepted the insurance on the device.

My debit order is set to off every month on the 25th - December funds were available in my account by the 20th already. Cell C did not debit my account on that day but rather by the 27th December . My phone got lost and I needed to claim from the Insurance as to my understanding the insurance was active on my account. I confirmed this with the branch several times. I then went to get all the papers for the insurance filled it out spend hours at the police station all that drama send it off on the 12th Jan, Then waited ... and waited I decided to contact the branch where my papers were sent off - They said that the documents were sent and my ticket Ref is : 485344. So then I decided to call C Surance myself they told me that there is no record of my claim on the system, I then called and followed up with the Hout Bay branch they said they would call and follow up as the insurance was taken on the day of purchase. Then yesterday on the 25th I was told that the insurance was removed because the the debit order did not go off on the 25th December.

I am frustrated and disgusted at the reason I was given I it not my fault you billing system messed up and in return I have to deal with this. I will not leave this matter like this as I am not the person in error. My contract debit date stated 25th not the 27th . The fact that I was not even notified that the insurance would be removed is wrong, that means that I was **** to and that the contact I singed was *******. According to my invoice the insurance was included in my invoice and debited from my account. So how is this possible I want answers.

I want feedback and answers ASAP, I am not prepared to leave this issue like this. I refused to be ********** by Cell C.

Mrs F Samuels Account Number: ********** 19 - ********** 654