POOR CUSTOMER SERVICE

If I could give Cell C a zero rating I would! I have never had problems with Cell C until a few weeks ago . Last year March I renewed my contract with you . Upon taking out a new contract with a new phone . I was called by one of your agents to take out a new insurance as well as the previous one had to be cancelled as I was done paying that phone . I have been paying my insurance along with my contract ever since . My new phone recently suffered some screen damage and I sent it in for repairs on the 20/12/2021 . I was told by the Cell C branch that I would just need to pay an access fee . Once the phone was booked into the repair centre I get a call from the insurance telling me that the insurance amount that I have been paying on the phone does not cover the value of the phone and I will either have to pay R400 to make up for back billing or I can take a new phone that is of less value , which I rep**** to the agent that I will not pay any back billing as it does not make sense that when i was offered the insurance in the first place I was never told that I had options on the amount . It was simply given to me . It does not make sense that you offer a client a cover amount that does not cover the value of the phone in the event of a claim . I was then sent an sms to pay R300 for the access fee which I paid immediately. Just after paying the access fee I am called again to say that they will not fix my phone unless I pay the R400 back bill . I refuse to pay for that and I have cancelled my insurance . Your agents did not once apologize for the inconvenience. Nobody even tried to retain me as a client . I asked to speak to a senior , nobody is available to take my call . Not even a call back was done. I have called more than 3 times to request my access fee refund back and you keep giving me the run around that it has been escalated . I WANT MY REFUND ASAP ! I am disgusted with the level of service I have received and I will make sure to never take a contract or insurance from you guys ever again .