CELLC /CSURE TERRIBLE SERVICE

CELL C - C SURE INSURANCE is pathetic!!! There is a very unprofessional team of people working in that Call Center where you have to call in the number ********** . From the Users that pickup the calls to the Supervisors who don't want to attend the calls. I have a contract with CellC for many years, and did an upgrade in 2018 where I was not advised to increase the premium on my insurance due to taking a higher cost handset. In 2019 I needed a screen repair done so I called the Store and was advised to hand in my phone and also signed the necessary document. The store didn't say anything about my insurance premiums being incorrect, and my mobile was sent in for repairs on the 07May2019. Today is the 07 June 2019 and I called the Insurance company who advised me that the issue is now escalated with Management. A WHOLE MONTH!!!! I handed in the mobile on the 7th and apparently they received the documents on the 24 May, FROM WHERE!!!! and why SO LATE? Then On the 3rh of June is when they did the escalation, AGAIN why SO LATE? Now I am told that it will take 7 to 14 Days to receive a Managers apoproval!!!! WTH, who are these MANGERS??? that they cant read their Emails that "I, A CUSTOMER who is supposed to be priority" has to wait for 14 more days for them to approve something that can be done in 5min! How is this Good Customer Service?? I then called the Store and spoke to the Manager to get the correct dates from him to understand when he sent in the Handset to the repair center, and he them advised that there is a "REJECTION to my mobile being fixed due to no approval from Owner" WTH!!! Why would we sign documents and send the device to CellC if we didn't APPROVE it getting repaired! And why didn't the Insurance People tell me this, They don't even have a clue that the handset was rejected? or is the Store not sure on what is happening? Why is there such a TERRIBLE SERVICE from Cell C and CSure? I just want my Handest to be REPAIRED as it is still under CONTRACT and I am Paying for an Insurance!!! Who can help me ? as I am tired of calling both places and listening to people who don't know anything!