Cell c gateway store

As a cell c client of gateway cell c store for years I am appalled by the bad service I received from store manager and consultant at Gateway cell c store.I have upgraded my contract to an I phone xs when it initially came out and I was advised to take an insurance that cell c store offered me which I took. During the contract period my phone was ******, so cell c gateway store assisted me in the process of claiming from insurance and replacing my handset. However about 3 months later after replacement my handset screen was gone blank. I took my handset to cell gateway and explained to them what has happened to the phone. The consultant assessed the handset and agreed that there is no damage seen on handset. However they made me fill an insurance claim and told me to tick damaged. During the process of booking in the phone no report was written on the condition of the phone it was then packaged and ready to be sent to relevant departments according to consultant. Upon asking Manager why there is no report been written when booking in handset she stated the cctv camera is evidence. After a week Or so there were no feedback from consultant I dealt with so I called c Surance directly and I was put on hold. After some time on the phone c Surance managed to get a report that stated physical damage and an excess fee for me to pay in order to get my handset repaired. To my knowledge Physical damage is some damage you can see on handset however the phone did not have any damage,dents or scratches. I then disputed the report and brought it to the cell c gateway store manager’s attention. She said she cannot assist me further as the only way she can assist is for me to pay an excess fee and get my handset repaired. I clearly explained to her that my handset never fell and there are no damages that are physically seen. The manager and the consultant who booked my phone made assumptions that the phone could have fell and it’s internally damaged. What kind of service is this? I then requested them to return my handset back as I will send it through to I store to get it sorted out. After day’s no consultant or manager gave feedback regarding my handset. I rang up the cell c store and spoke to a consultant by the name of Kenneth, I explained to him the scenario and he went out of his way to assist by calling c Surance and giving me feedback. Well done to Kenneth . I again contacted c Surance and spoke to a team leader explaining him that I’d like my phone returned as I am sending it through to I store for further assessment. He then sent my phone to the store and then only I heard the manager voice on a call telling me my phone is at the store to fetch. When on arrival at the store to fetch I requested to speak to manager, according to consultant she was busy. I then signed and collected my handset. I took it to I store at gateway the technicians assessed my handset and stated manufacturer fault and it was repaired within a hour free of charge due to factory fault and warranty. Wow if only cell c could assist in the relevant and correct manner. I have 2 contracts pending for an upgrade with this service received from cell c gateway store I’m going to cancel my upgrade and take it with another service provider.