Cell C Horrible Insurance Support

Comment I made earlier on some random post on cellc's page. Cellc had then dm'd me and I forwarded my details for review.

"Can I actually get proper customer service from cellc. I've sent my handset in for repairs on March 12 and was told it will take 6 weeks (which is a ridiculous time to wait for a phone). Of course lockdown happened which is out of anyones control so I waited till stores opened again, May 4. I waited a few weeks and contacted in a few times for an update. After 4 weeks I was then only told that I need to pay an access fee for them to initiate the repair, and to wait another 7 - 14 business days. Which was not communicated at all(I asked why did I have to wait 6 weeks just to hear that I need to pay for my repairs initiation and I was told that I was to follow up every 2 days and come into the store). Of course I want my phone that I've been paying for and not having, so I paid it(on a friday). I waited 3 full weeks and even called the store on the 12 business day to find out if they had my phone since I'm sure that there should have been an update of some sort.. yet, nothing. I went to the store on the 15th business day and had another run around about idk what since they couldn't give a proper answer apart from me having to wait another 7-14 business days. I then spoke to the store manager(who has been involved in this since the beginning btw) who said they'd contact me Monday as "this is not fair you've already paid your access fee you should have your phone" and still have no contact from them. Contacted the store multiple times and all I hear is that they dont know whats happening and the manager (who said they will reach out on Monday) is on leave and still giving the run around. Like are they not able to do the work or following up on a colleague who is doing the same work as them? I'm sick of this and I want a phone that I did not have for 3 months now. Thanks.

PS. Its my birthday weekend coming up and I'd really like to have my phone before then."

Rep was prompt and called me about 2/3 hours later but still gave a run around, apparently they only received proof of payment on June 22nd. Asked her how could they only receive it 2 days ago If I had paid it almost 4 weeks ago and they had acknowledged the payment then again last week (store manager had showed me both and reassured me she'd get to the bottom of this).

Even if I wanted to cancel the contract for a phone I dont have I would need to pay a cancellation fee for a product that I do not have and only cancelling because cellc cannot figure out what the issue is, has different answers and expects me to wait every time I reach out.

Horrible experience and frustrated that I have to deal with this when I'm okay with just cancellation but dont want to face repercussions for actions that are not my fault.