Cell C the one who 'feels my frustration'!

Cell C The Sanctuary I have given a rating of 1 star which the way I feel about the service is very high. I cannot put into words my absolute disgust in the treatment I have received from the staff at Cell C The Sanctuary Mall in Somerset West. I dropped my new cell phone on the floor and the screen cracked (I have had the phone about two months) so off I went to Cell C at the Sanctuary to ask them if I could send my phone in to repair the cracked screen and was told by the lady working there that I first had to go to the police station and write an affidavit stating that I dropped my phone and it cracked, I said that sounded a bit extreme so I requested the insurance telephone number to confirm if this is indeed the case, to which after contacting the insurance company they said it was not I was to just fill in the forms which was sent to me and hand the phone to the branch along with the forms filled in and a copy of my ID. Now because my daughter worked at the Sanctuary Mall at the time I asked her to drop off the phone along with all the paperwork required so they can have the phone repaired. This was on the 17th January 2018. It is now the 26th February 2018. After about two weeks in I asked my daughter just to pop in at Cell C and ask how long they think the phone will take and she was told it could take up to 21 (twenty one) working days before the phone comes back. Ok fine. Around about the 05th February my daughter and myself went back to the store and the manager was in, he said he could not assist me as I did not have a job number but was reminded once again that the phone could take up to 21 days before being returned to which we said the phone has been in that long already the manager said that as soon as he receives the phone he will phone us he assured us that it would probably arrive in store that Monday. Around 09th/10th February I decided to quickly drop in to the Mall and enquire about my phone as this is around the time they said the phone should be ready. I spoke the a gentleman behind the counter who could only stand there and tell me how he ‘understands my frustration’ but he could not assist me as I did not have a job number and the manager was the only one that could check to see where the phone was. All in all I have been to the store about 6 times requesting the whereabouts of my phone and getting more and more p..sed off with being told ‘I understand your frustration’ but not being able to assist me because the manager was not in store as he was the only one who can go on the system to check how far my phone was. Then on the 23rd of February I took time off work to go back to the store and demand an answer as to where my phone is, I was first assisted by one person who referred me to another person who eventually spoke to the manager to assist with where my phone was I said I was not going to leave the store until I get an answer as this was now beyond ridiculous that I must keep coming to the store and be told I understand your frustration but nobody can tell me where the phone was!! Well after the sales man and the manager disappeared to the back and I sat on the chair waiting (which was about a good half hour) the salesman finally comes out and tells me he has found the phone but before they can send it away I must understand that the warranty has just fallen away and that they would now need to send the phone away as an insurance claim. WHAT!?! But I filled in the forms for an insurance claim what the hell has the warranty go to do with it? I requested my phone back but was told it was not there, to which the manager comes out and tells me he is on the phone now trying to contact the insurance company to find out from them if they can fix the phone for me????? To which I said to the manager he has been wasting my time and I demand my phone back immediately I will then take it and get it fixed at my own cost this is ridiculous to say the least and I said I will just cancel this whole contract if this is how you treat your customers to which he started shouting at me and telling me that I am paying for a sim card and the phone is only an accessory. This is the point I got up off the chair and left the store. My daughter escalated the complaint to Cell C call centre who telephoned me the same day and with my telling her my complaint told me that she will tell the branch to phone me and give me an update on the status of the phone. ARE YOU KIDDING ME!!!!! That was it. I have been to that store about 6 times and tried telephoning them for an answer to no avail I am at my wits end! This is now what I have done I phoned cell c on Friday had my sim card and phone blocked as it is of no use to me if I am paying for something I am having no use of or enjoyment of I also went to the police station and explained to them the whole story and reported my phone as lost. I am however still being charged for these items that I have that I have last seen over a month ago since trusting the cell c branch to send my phone away simply to get the screen fixed which has still not been returned to me and the staff who continue to 'feel my frustration'! So thank you Cell C for the worst EVER service I have received in my life. You can take comfort in knowing I definitely will not be renewing my contract ever with another cell c branch and will definitely recommend that anyone asking my advice to stay way from cell c. Yours sincerely feeling very frustrated Tania