Disgusting and useless service

I lost my phone filled in and emailed the claim forms along side with my affidavit and ID copy in order to claim from c surance a week ago, I was advised that they do note cover prepaid handsets to my surprise whilst my bank account is being debited with R175 every month for the past three years if not more.

One on the agents rep**** on email requesting a copy of the subscriber agreement and copy of the latest statement confirming insurance as they have no record of the subscriber from the previous administrator since I'm on prepaid I rep**** advising that unfortunately I do not have such documentation instead I rep**** immediately with a copy of a policy in wording as well as my bank statement, when following up on the claim on 22nd October Thursday out of frustration I requested to speak to a supervisor or a manager since I felt that I'm not getting the help needed and I was told that none of them are available and one of the agents insisted I speak to the agent who sent me the email instead who reassured me to get this resolved.

After holding on the line for more than 30 minutes I was told that they have escalated the issue to their finance team to verify my account. I was then given a call back after 3 hours by the same agent advising me that the finance team have rectified the issue and now it's sitting with the blacklisting department and blacklisting takes 24 hours.

I made a follow up today 27th October a week later after been given the same run arounds from one agent to another and hold for another 30 minutes when I request to speak to a supervisor or manager who can assist with the issue I'm told that they not available. It surprising and shocking by the service given that no manager or supervisor is never available to take my call to add to my frustrations I'm told that the IMEI number hasn't been blacklisted yet because someone entered the incorrect IMEI number on the system which means now I need to wait another 24 hours to 48 hours for someone who didn't do their job properly?

This is the worst service I've ever received from a company I regret ever taking out insurance with such *********** bunch of people who debit your bank account monthly with no issues but when you desperately need a replacement phone you're given the run around.

I won't be surprised if I don't even get a call after this because of their useless and poor customer service!