Digusting service CellC Parow Centre

I have been waiting over 2 months for any concrete updates from this service provider in Parow Centre, Cape Town. I've been sending emails and calling back and forth between Cell C insurance as well as the branch since early September 2020 but I'm being sent from post to pillar. My last visit on Sunday 15/11/2020 I went in again to get some feedback and was so annoyed by the lack of interest the staff shows at this branch. A gentleman consultant by the name of Vincent(as he claims) refused to provide me with this employee number as I needed a reference. This very same guy has been dealing with my query telephonically and personally since September when the cellphone was booked in for repairs. No customer follow up or update was made. I was told the store does not deal with their 'own companies' insurance and that I have to deal with it on my own. Last Sunday in question, he even pretended to not know who I am, acted as if he and I have never spoken for the past 2 months, until I showed him the claim form he had printed for me in late October as well as the emails I've been sending since the start of my query. When I told him that I've already sent proof of payment back and forth he still insisted that I make contact during the week and that he cannot assist me. He's nonchalant attitude regarding my query is so infuriating that I never ever want to continue service with them. I even threatened to report him for terrible service and he didn't seem to care. As long as I left the store so he wouldn't have to deal with the issue. I am using this platform as my last resort, because I am extremely mentally exhausted. The store cannot give me the whereabouts of the cellphone, nor what action is being taken in order to repair it. He then told me I was to choose a new phone because the cellphone is unfixable, and I was totally shocked by this as it was news to me, and the insurance states that they're not sure what is going on with the cellphone, and that, yet again need to follow up and call the relevant department. There is no communication between the store and insurance whatsoever. I have had it with these people wasting my time, and acting as if I don't pay for the contract or for insurance. Their service stinks!!! I have a contract with Vodacom as well, and never receive such disgusting service. Cell C should just shut down their whole operation because it serves no one any enjoyment or convenience. Very quick to offer contracts but can't maintain good customer service and once they have your money, you're just a number to them. I have never in my life received such bad service.

The Cellphone belongs to my mother, who is currently without any contact, my sister is currently recovering from a terrible accident and my mother needs to able to have contact at all times, as she cares for her full time. This has caused such a huge inconvenience and this just proves to show that Cell C couldn't give two flying ***s about anything but the change in their pocket. I need help, and I need this store dealt with ASAP