*********** and rude agents

Took out insurance for my bb Z30 last year , i cracked the screen and had to fix it so insted of fixing it i got a new phone obviously with a different imei number. I lost the phone ths month and had to claim fo it. After submitting all docs and receiving no feedback i called the call center and the agent advised me my claim was declined due to an incorrect imei provided. I explained to her wat happened and she said she will escalate and call me back she didnt. After a couple of days i calld back nd was told the same thing and agent didnt call me back. Calld on friday spoke to nomasonto line disconnected no call back.called again spoke to jabulile and requested to speak to a team leader and Buhle came to the phone. I explained my story fo the 10th time , she advise me to call the repairs and get proof of replacement and call back and request to speak to her. I have been calling and been put on hold for over 30mins and um told she is busy andd she is not even calling back after my numerous attempts to get to her. Is ths how u treat yo paying customers and to top it all not even yo management pple have the decency to honour their promises. Thats just unprofessional and rude.....