Repairs services after claiming for a lost phone that was not working after being delivered.

<p> </p> <p>C-Insurance</p> <p> 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. </p> <p>Received feedback from Derrick Makhubele on the 02/06 from Cell-C </p> <p><br /> 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</p> <p>From: Shamel Mothibel ********** <br /> Sent: 02 June 2016 02:25 PM<br /> To: Derrick Makhubele<br /> Cc: Complaints; CellCTL<br /> Subject: RE: Hello Peter Complaint-CC/FIN/21657</p> <p> </p> <p>Good day</p> <p> </p> <p>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.</p> <p> </p> <p>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.</p> <p> </p> <p>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.</p> <p> </p> <p>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.</p> <p> </p> <p> </p> <p>Kind regards</p> <p> </p> <p>Shamel Mothibeli | Call Centre Team Leader</p> <p>Finrite Insurance Administrators</p> <p>Property Park | 389c Ontdekkers Rd | Florida | 1709</p> <p>P O Box 22524 | Helderkruin | 1733</p> <p>t +***66 | f +***9</p> ********** | www.finrite.co.za</p> <p> </p> <p> </p> <p> </p> <p>From: Derrick Makhubele ********** <br /> Sent: 02 June 2016 12:19 PM<br /> To: Shamel Mothibel<br /> Subject: Hello Peter Complaint-CC/FIN/21657</p> <p> </p> <p> </p> <p>Hi Shamel</p> <p> </p> <p>please assist with the below complaint. </p> <p> </p> <p>The customer is not willing to pay an excess fee</p> <p> </p> <p>Regards</p> <p> </p> <p> This is the feedback I received from the C-insurance & Cell C .I'm truelly disappointed with the service rendered to be & will no longer renew my contact with Cell -C nor recomment anyone to a contract phone with Cell C.Even today no one cares to give a positive feed back.It's now 4 months paying for a phone I'm a still not utilising.I have decided to escalate the matter to National Consumer Act. </p> <p> </p> <p> </p>