Cell C does not care about their consumers but they debit our money every month

I bought my iPhone 13 pro which is insured onlinr and the device was damaged. I went to Rustenburg Mall Cell C to book in the device, I paid an amount of R100.00 which they said was for courier.

Later I did follow up with the insurance and I was told that the device it received and it is at iPhone repair.

On the 29th of September 2022 I received an SMS with a reference number which stated that the device is back at the booking point which is the store.

Later I received a call from the store that the device is back but not fixed, there is no written reason why is it not fixed. I them called cell c to find out why the device is not fixed, no one gave me a reason because they also does not know the reason but the device went through inspection.

I called the cell c insurance to find out why my phone was not fixed because I am paying the insurance, apparently they are still waiting for the quatation.

Today 2nd of October 2023 I called cell c again and I was told that the device should be re-booked....my problem is that I am expected to pay R100.00 again at the store for courier which I don't have and I find it unfair because it is not my problem that the repair center took the device back to the store.

They also gave me an option to drive to the store and they will come and take the device at my house. As an Educator currently, I am on holiday and out of town, there is no way that I can drive 120km to get a device that is not fixed and wait for courier to come get the device.

I feel that cell c does not care about it's customers because I am the one who is calling the repair center, insurance and the store but no one at the company is able to resolve their mess.

When I call the insurance, they say I should call the repair center and when I do they don't have answers. My heart is heavy and bleeding because they have debited my money but I can't get a solution.

When they come up with a solution again I am the one who is supposed to pay again or spend petrol as if it is my problem that the phone was taken back to the store without quatation but only inspection.