Disgusting service

Good day

I'm writing to you as a disgusted customer who has been paying my account on time yet when I need to do my claim I'm was sent all over the world.

I lost my phone in June 26 this year, as been instructed I followed procedures to report the incident. I first went to report my device at Cell C then went to my nearest police station, I then submitted my application to the the insurance. There after there was no communication from them and I couldn't do follow up as I lost my phone and on the 19th July 2024 my claim was still not processed and was told I must write a motivational letter as to why I reported late. As such I stated and sent letter on the 19th July 2024. On the 20th the insurance responded that they have received the letter and the after no communication was sent. Today almost another month got I'm being told that there's another document missing, now I ask my self who ever is dealing with this claim couldn't they have seen that there's something missing on the 19th. Now I need to do another avidavite and send. This could have been done earlier clearing insurance are clueless and lazy with no customer service nor ethics, worse part is we paying the company to everymonth for such poor services ontop of all its been two months without a phone yet I'm paying insurance. Who will accept such nonsense.

Acording to insurance, the stamp from the police ststion was not clear and I must go back to the police station and ask them to put a new stamp on the same afidavid or put a stamp with new stamp next to the old one. I went to the police station again, stated my case and they advised that they cannot put a stamp on existing affidavit as that would be ***** and they advised me to write a new one with exact wording as the first one and they made sure the stamp was clear enough for insurance. I went back to the store to submit it. A gentleman in West street Durban was helping me, called cellc to fight my case until they processed it . The agents are so rude, have no customer service nor care in the world.

The next day August 24 I received a text message that my claim is being reviewed by the insurer and next text message said that it has been approved and to pay access fee of R249.95. Of which when I took the insurance I was told that the plan I'm taking I would not have to pay access fee. So I paid on August 28 and sent them POP.

I have been calling cellc and all they do is lie,at first they said they having an error and someone will call me ,of which no one did. Eventually tbey told me that they do not have my phone on stock and they were forcing me to choose between the options they were giving me which I felt was a downgrade, agebts kept hanging up on me because I didn't want any phone in there options. I kept calling until someone listened and gave me a better option. That was on a Tuesday 3 September and I was told to wait 5 -7 business days for the phone to be delivered to Gateway cellc store . Untill now I have not received it, when I call them yesterday they said that they have not received the waybill number from the courier driver and they can't get hold of him on the phone and someone will call me back by the name of Kghokotso, who did not call. September 13, I called 5 times. I asked the first agent which couriers do they use. I called the courier ( courier it ) and they said I should get the order number from cell for them to help track the phone. Call c does not have the order number or waybill number and keep telling me that they have system issues and someine will call me back. I asked for a supervisor and they said a supervisor is in ameeting and will call me back once available. Which is their favorite line and no supervisor even calls back.

CellC is a running a circus of a business, it's so frustrating that I have to pay out of pocket to use internet cafe for things I could be doing in the comfort of my home, buy additional data so that I can use other people's phone to do private things that I hate doing at the internet cafe . It has been a draining 3months. With no order number, no waybill no it means that cellc has no intentions of sending me my phone. I called cell Gateway and they have not received my phone.

I'm tired now and I just need my phone. My sim card replacement was also covered but Ibhad to pay R150 for a sim swap, which cellc sent the claim for the money to be refunded back to my account. I have not received the refund and no one from the refunds department has called me.

September 18 ,spoke to a supervisor that said that they are awaiting approval to increase my premium since they will be giving me a phone for the value of R5200 which is R200 more than the previous phone that they do not have on stock. That's not my problem, I shouldn't even be paying more for their problem. The next thing I get msgs that my insurance has been canceled and I have a new insurance which I have no device, honestly that does not make sense. Why cancel my existing insurance? Which means now I do not have an insurance but a contract with the insurer and no phone. I may not even receive this phone and they can say the insurance was cancelled and my claim will be null and voided. I'm now beyond frustrated .

There's a gentleman who has been helping me with this at the CellC store on West street Durban Mzukisi who called them today and a supervisor Boitumelo said she will call me back in an hour and as always I have not reeived a call fro them.

I've never had such terrible service. I have to always sacrifice my sleep time calling cellc a as I work a mid shift. I'm as I have with cellc.

Disgusted customer and beyong frustrated.