Cell C Insurance *******!!!!

I have a contract with Cell C and also took insurance for my cellphone with them. My phone was recently ****** I have blacklisted it and I called Cell C Insurance to make a claim for my ****** phone. When I spoke to them (Lehlohonolo) I was told that my insurance had been cancelled for my phone but funny enough I had never requested for insurance to be cancelled and the debit order for insurance was still being deducted from my account.

I was told that I would continue with payment for my cellphone and insurance till the end of February 2019. I have taken on a second contract for a laptop which will start deducting end of March, the consultant told me that insurance had been moved to the laptop and I had not instructed them to make that change. I currently do not have a phone and being pushed from pillar to post trying to resolve this issue.

The phone was ****** on the 24th of January 2019 and I immediately blocked it and went to the police station same day to report it. The next day (25th January 2019) I called C Insurance to claim and I was told that my insurance for the Samsung J5 was cancelled don’t know by who? On the very same day I went to Cell C Head office Buccleuh to try get answers on my issue, the lady at the walk in centre (Tshepiso) showed me on the screen that my phone is still covered under insurance. She proceeded to scan all documents and sent it through to Cell C Insurance and she requested that we give them 24 to 48 working hours, today is day is 6 day and I still don’t have a phone( ticket number: 361343). She told me that she sent an email to the manager to deal with the query and a decision must be made on who must take responsibility. I haven’t received any feedback from either parties, I have been a loyal customer to Cell C and I am disgusted with the treatment I am getting from you guys.