Improve Your Customer Service

I currently have a contract with Cell C the device that I am using is a Samsung S21. My experience with both the device and network has been appalling for a year now, I am insuranced and recently discovered that I am paying for two insurances thanks to one of their consultants who helped me go through the monthly statements that I've been receiving from Cell C. He also informed that we can put the 2nd insurance that I've paying to use by sending a second a device so I can take the Samsung S21in for repairs seeing that the device keeps switches it's off unprovoked constantly or the network itself would either go on "emergency calls only" or "no service". What I would like to know is where is the second device that I am supposed to receive because the sim has been delivered