POOR SERVICE and LACK OF RESPONSE for a lost phone claim

I am writing to express my concern regarding a recent issue with my phone and the subsequent handling of my insurance claim by Cell C.

I lost my phone on the 19th of June and promptly blocked it upon realizing it was lost. On the same day, I visited the Cell C store at Alberton Mall to have both the phone and SIM card blocked. I completed all necessary steps on my end to ensure my insurance claim was submitted and logged into the system.

As of today, the 27th of June, I have not received any response regarding my claim. On the 25th of June, I called the store and spoke with Tshidiso, who assured me that he would call me back. However, I have not yet received any follow-up call. It is concerning that nearly 48 hours have passed without any update or communication.

Over the past three months, I have consistently received an average of seven phone calls per week from Cell C regarding phone upgrades. Despite this, there appears to be a lack of responsiveness when it comes to addressing my urgent service needs, for which I have been diligently paying. I have never missed a payment, yet I am now experiencing inadequate customer service.

On the 26th of June, I spoke with Ndumiso, who informed me that the affidavit could not be read. He mentioned that feedback was sent to the store on the 20th of June, but I, the customer, have not been informed of any updates. It is disconcerting to be left in the dark about the status of my claim.

Additionally, I have found it challenging to speak with a manager when calling the call center, as they are never available. This lack of accessibility is frustrating, especially considering the significance of the matter at hand.

Furthermore, I still do not have a replacement number or SIM card, which is causing me to miss important phone calls and messages.

I am extremely dissatisfied with the service I have received from Cell C thus far. The current situation is unacceptable, and I believe it reflects a need for improved training and customer service practices among the staff.

I request immediate attention to this matter and a prompt resolution to my insurance claim. I hope this will be looked into by a person of sound mind and one who knows what customer service entails.