paying insurance for a phone you decided to keep at your warehouse for over now 21 months months .

on the 23/06/2016 I posted on Hello Peter that I claimed insurance for a phone I lost (Samsung S5) on February 2016, I received an e-mail from Portia Nobala advising that I need to pay excess of which I did on the 19 March 2016 for R 1660.00 and I only received the phone on the 28th March 2016 Samsung S6 after speaking to numerous agents. Yet I struggled getting it, had to contact them time & again and was advised the warehouse is delaying to deliver the phone. I activated the phone on the 30th April 2016 after making a sim swap and probably by the 04th May 2016 the phone was not working. I called C-insurance and I was told that I need to take it to the Cell-C branch yet the branch advised they cannot accept it due to the fact that it was delivered by the courier hence the process is not the same. I feel that I was misled and their employees are ***********. The phone was only collected by the 18th May 2016 after telling that I will escalate matter further. I contacted them again on the 19th May2016 to find out what was the problem with the phone and I was advised that they have taken it for assessment and will be given feedback. On the 20th May 2016 I was contacted by a gentleman ‘’can’t recall his name “said he assessed the phone and asked if the phone fell because they discovered that the screen is chipped and the mother-board got damaged. Later received an e-mail on the 23th May 2016 from Shamel Mothibe stating that upon the assessment that was done it was detected that the phone is physically damaged therefore it is no longer under warranty ,it is not out of box failure. Due to the physical damage of the phone it is regarded as a second claim for accidental damage and excess fee applies.Called Shamel Mothibe responding to the e-mail she send me. Asked if that meant I damaged the phone hence they detected that it fell and asked what is the excess amount required. Shamel confirmed that R970 is required and she is not saying the phone fell from me, she was notifying me of the feedback received from the assessor. My concern is that I’m paying R500.00 for the phone and R175.00 for the C-insurance for a service that I’m not even utilising.

Later this was their respond

Dear Ms. Magauta

Please receive the below feedback from C surance.

Regards Derrick Makhubele

smsupport

This email and its contents are subject to our email legal notice which can be viewed at http://www.cellc.co.za/dl/cms/downloads/Email_legal_notice.pdf From: Shamel Mothibel ********** Sent: 02 June 2016 02:25 PM To: Derrick Makhubele Cc: Complaints; CellCTL Subject: RE: Hello Peter Complaint-CC/FIN/21657

Good day

Kindly be advised with regards to above policy, client was replaced from insurance. Client received replacement handset and used the handset for 4days as per confirmation from client.

Client then took handset to Cell c store, cell c did not accept handset as it was replaced from supplier. We arranged a collection for replacement handset to collected from client as client advised the handset is not working in the aim that it is a obf. The handset arrived at our premises and handset was assess after assessment it was found handset has physically damage on it as the screen was shipped and dents on the mother board as per supplier.

I contacted client advising the handset is physically damage and unfortunately its deemed as a new claim, claim forms needs to be completed and an excess fee will apply.

Client advised she is not the one who damaged the handset as it was not working and reported the matter as soon as possible. Unfortunately on our side handset has damages and excess will apply should the insurance continue with repair with client consent without client consent we are not able to move forward.

All I want to know is why am I paying insurance for a phone you decided to keep at your warehouse for over now 21 months months .I demand to be contacted asap

25/10/2018 called C-Surance spoke to Nontuthuko and emailed her my complaint,no one responded *** spoke to Phenyo Matlou and emailed her and CC.. ********** still no respond later kept sending her emails

Good Day Phenyo

You and your manager still haven’t got back to me and I’m letting you know hence I will start logging a complain to National Consumer Commission and attach all emails send to you and still send to Hello Peter to get your attention as of tomorrow. You only have 24 hours to resolve this ….

Regards

From: Madiba, M. (Magauta) Sent: 26 February 2018 03:15 PM To: 'Phenyo Matlou' Cc: ********** ********** Subject: FW: FW: Repairs Query-CC/FIN/21657

Hello Phenyo

What do you have to say for yourself now and your complains department hence its now 24 hours and you still not giving any feedback. Below is the ticket number received and yet when I contact you I’m kept too long unattended over 30 mins and your voice machine keeps saying you have a high volume of calls. Ask your manage to contact me on my cell ********** 719 .

Dear Madiba, M. (Magauta), Thank you for your email.

Kindly note that your ticket number as indicated below will be attended to within 24 business hours. Kind regards

Support Team

Call Centre: **********

Ticket ID: 147465 Subject: FW: FW: Repairs Query-CC/FIN/21657 Priority: Medium Status: Open

From: Madiba, M. (Magauta) Sent: 23 February 2018 12:01 PM To: 'Phenyo Matlou' Cc: ********** Subject: FW: FW: Repairs Query-CC/FIN/21657

Hi Phenyo

I still don’t understand how you operate as the insurance company .It’s really shocking the fact that you have the nerve to debit my account every month hence you didn’t delay to debit me yesterday 22/01 amount of R175 yet you delay to resolve my query nor give me feedback. All I want to know is why am I paying insurance for a phone you decided to keep at your warehouse for over 18 months .I demand to be contacted asap and now I don’t wanna speak to you Phenyo ,your Manager must call me and give relevant answers . I have decided to start opening a complaint by contacting the Ombudsman trust me I’m going to email all the communication I had with all of you, will expect discipline to be taken to everyone who failed to do their job right from the beginning till to date .

Regards