Disgruntled and unhappy customer

Cell C insurance (Csurance) is a *********** company, that are only interested in receiving payments but as soon as one makes a claim its a back and forth that is unnecessary. Firstly they told me they don't have the phone I've been paying insurance for on their system, when I provide them with my invoices of payment they tell me I've been under paying as the phone i am claiming for is should have had a higher premium, I have been paying this premium for this phone for over a year and no one picked up that this a incorrect premium. They gave me an amount to back pay and an account to deposit into for Rand Merchant Bank that only has 2 branches in the whole of Gauteng, so I tried making payment via my app which was not successful, I tried via different internet banking point from different banks but none of them recognised this bank, i called C-surnace numerous times asking for assistance because there was no way I would go all the way to Sandton to go make a deposit. No one knew how to help, I sent numerous emails too, and once I stated I would lay a complaint then there was a consultant who was able to assist me. I then made payment last week and sent my proof of payment, received acknowledgement of my receipt and this was escalated, now today I call to follow up on the process because I have been without a phone I'm paying for, for over 2 weeks, and I am told that no claim has been put up, and the consultant I was speaking to advised that she would put in the claim now. I do not understand how no claim has been logged when they received my claim 2 weeks back and my payment last week. The consultant said that because the system has not updated, how long does it take to update a system and why is she now able to put in a claim when last week after receiving my payment no one could log a claim. No one expedites anything in Csurance until one makes follow ups. Even after I sent through my claim forms, no one did anything with my documents until I called, asking what is happening with my claim, no one gets back to you and when you call, you have to wait for them to find out what is happening with your claim. This is very bad service and I am not happy at all, I am even thinking of changing service providers because every time you need assistance you must first complain before you receive any assistance. This is ridiculous, I am without a phone for how long now and at this rate, I will still wait another 2 weeks!!! I AM NOT HAPPY AT ALL WITH THIS SERVICE.