Deeply saddened and utterly disgusted

To whom it may concern.

I have been a CellC contract customer for more than 10 years and have been making use of Csurance device insurance for several years now.

Sadly my experience with the latter has made me reconsider if I want to remain a CellC customer at all.

On or around 10 June 2021, I contacted Csurance about having my wife's Huawei P20 repaired as the device was insured with them.

I was told to book it in at the nearest CellC store and and to fill out the necessary paperwork.

I booked the device in at CellC Promenade in Mitchell's Plain and as the screen was badly damaged we could not get the IMEI number off the phone. The CellC consultant, Shona, advised me to contact Csurance and have them confirm the IMEI number in order for us to complete the claim form.

I made the call in the presence of the consultant at the store and we were advised of the IMEI number and the device was booked in for repairs.

Several days later I was contacted by the CellC repair centre and they gave me a quotation for the repairs.

I then contacted Csurance for the third time and initiated a claim.

Csurance had some difficulty with my claim and requested that I send the box of the insured device. I sent images as requested but after several days and numerous calls I was still no closer to having the device repaired. I requested to speak to a supervisor and eventually got through to a team leader named Tshidiso.

To my horror I was told that the device in question was NO LONGER INSURED as I had upgraded to a Huawei P30 lite in January 2020.

Although his did not surprise me, I was appalled because several months ago I needed to have the same P30 Lite repaired and when I contacted Csurance in 2020, I was told that it was not insured but rather a Huawei P20 was insured with the number ***. I then had the P30 Lite fixed at my own expense.

Not suprisingly, On 5 July 2021, I received an SMS from Cell C Device insurance, informing me that my Huawei P30 Lite was now insured (18 months after doing the upgrade)

Tshidiso at Csurance advised me that when the upgrade was done in 2020, the system was never updated to reflect the new device and IMEI number. As a result this claim would not be honored, but no refund could also be made for the repairs I paid for on the P30 Lite either.

WHAT TORE ME UP WAS HOW APATHETIC TSHIDISO WAS ABOUT MY WHOLE EXPERIENCE!

After 2 weeks and 18 calls to Csurance, wanting to get an audience with him and only after threatening to compalin about the service, I received a call from Tshidiso, which lasted 46 seconds, only long enough for him to tell me he would call me back.

When he eventually did call to update me, he was condescending and kept cutting me off when I spoke. He insisted that they were not at fault but rather the sales people at the cellc store.

I've asked to speak the the manager and was told Pearl would call me back. This call never happened nearly 2 months into the query.

The team leader said I should go back to the store where I did the upgrade in 2020 and take the matter up with them. But the CellC consultant that handled the upgrade no longer works there

CellC Promenade to has since been unable to provide me with any feedback after going back and forth with Csurance themselves.

I have been told that the matter has been escalated to Corporate but it's been over a week already. I have made calls to both Csurance and CellC Promenade, but no progress has been made.

What frustrates me is that I have made nearly 30 calls and continue to pay for device insurance, but am now being sent from pillar to post to try to solve this query.

No one from Cell C or their Device insurance has called me unless I call them first. I am led to believe that loyalty means absolutely nothing to CellC or Csurance and they could not care less about customer service.

I am deeply saddened and utterly disgusted as this is not the first bitter experience I've had with Csurance but I can assure you that it will be the last.

Ronald Rodriques