Cell C Repairs and Insurance

4 Days later of reporting this matter and still no change. What I am being told now is that the Cell C Repairs department have not received any go ahead from the Insurance department for the device to be fixed. I want to know is which is the department telling me lies and what the actual update with regards to this matter is...Why is this so hard?? Cell C sends me a reference number advising the Query has been logged on 6 January 2020 and I will receive feedback once the query has been resolved. Today 7 January 2020 I receive the same SMS with a different reference number, but when I call Cell C nobody can tell me what the update is with regards to any of the reference numbers as it does not even reflect on their side??

How does this help me in any way and how does 2 departments not know what is happening? 4 days after the matter has been escalated. I do not understand how the escalated issue is being attended to as nobody knows what is going on? I requested to speak to a manager in both departments as I would have loved some clarity and progress on the matter? As usual and all contact centre management are in meetings (this is what I tell irate clients if I am unable to assist them as I also work in a similar environment).

Please note that I would like this matter to be resolved as soon as Friday, because this is really really unacceptable. The next step will be me taking this matter to the Ombudsman, or simply cancelling the contract without paying any compensation as all this time and money I have spent trying to get this resolved myself is ridiculous. Myself and my family has been loyal cell c clients for almost 10 years and this is the type of service one receives in the year 2019/2020. Almost 60 days to repair a device screen and getting the device back to the client.