Cell C is ***********

I had my phone replaced by the Csurance, I requested for the device to be delivered at Cell C Mall @ Carnival on the 18.02.21 when I called the store to confirm delivery I was told they do not have my device.

I took the whole day for them to finally admit they did have my device, but they gave it to a different customer, which means they did not check the serial numbers prior handing it over to the customer.

I was then told to collect a different device at East rand mall, (the device that was meant for the customer with my device) I went to East rand mall to collect but they refused to hand over the phone because it was not in my name.

Why was Cell C Carnival able to hand over my device to someone who was not meant to be the owner whilst East rand Mall refuses to handover my phone to me?

Why should I suffer for other people's incompetence's? I'm paying insurance for a reason but now it seems paying was a waste of my money.