Cell C mobile insurance claim gone horrible and potential ********

Having used Cell C as a service provider for years, I am very disappointed, upset and frustrated with their mobile insurance "C Surance". I took my cellphone to Cell C Lakeside, Benoni on the 27th of November 2020 which was then taken to the repair center to be repaired for a cracked screen and then after a few days I was told that they do not repair iPhones and that I would have to choose a new mobile device. They gave me 3 options of mobile devises to choose from; all of them were android phones therefore I refused to take any of them as I was not willing to change from an Apple device to an Android. Also considering the fact that they say their policy states that they would have to keep my damaged device if I take the new one that they offer me. I was not willing to lose my phone, it holds sentimental value for me.

After a few calls with C Surance trying to convince me to take one of the android devices that they had offered me, we reached an agreement that I do not want those devices and I requested that they return my phone and we agreed on that. Since the phone was going to return unfixed I expected them to have a quick turnaround time in bringing it back but till this day, my phone is not yet back. This is now 4 months later.

After speaking to the people at Cell C lakeside mall multiple times who told me that the repair center has sent confirmation that they have cancelled the job of fixing my phone and they'd return it to the store for me to collect, a week later the situation changed and they were now unable to assist me, every time I call the store they told me they do not have feedback as yet (now apparently the people at the repair center are not responding to their emails concerning my phone). I then took a decision to escalate this issue myself and after struggling to get through to C Surance and repairs, with multiple call center agents putting me on hold for long and transferring me from one call center agent to another (I even spoke to a manager at the repair center at some point), who also did not seem so keen to help with the escalation process and instead told me that my phone is not with them but could be with the technicians and promised to call me back the next day to give me feedback but did not bother to do so.

By the look of things I'm starting to think that I am being ****med by the Cell C service provider and their mobile insurance because how can they keep my phone for so long considering the fact that it is not even being fixed and the constant run arounds, excuses and change of stories with regards to the whereabouts of this phone (repair center now saying that "the phone is not with us but with the technicians") How? when I was clear from the onset that I want my phone back.

This has been the most horrible experience I've had with a mobile service provider. 4 months later after trying to be patient with them, I still do not have my phone back and there is no clear indication as to where my phone is, Therefor I am left with no choice but to go open a case and let the law deal with this case accordingly. I would not advise anyone to join the C Surance and Cell C network, they have proven that they are the worst service provider when it comes to assisting with claims and their customer service really sucks.