Unfair treatment

Hello Peter In the past 4yrs I've had two cell phone contracts from cell c. Both cell phones were taken from the Menlyn Branch and I was assisted by the now Assistant manager Obed. Back in 2019 about 3 months before the contract was paid up I had an issue with the Sim card tray, so I went back to the store to report it as it was insured. Unfortunately Obed told me that the IMEI number doesn't match my profile therefore they can't assist me. I was puzzled as the very same company was the one showing on my debit orders, so why would they say the phone is not registered under me, but take money from me? Anyways I then called their customer care and they were not able to assist me. I really like to keep my cool so I upgraded, since I was due for an upgrade and seeing that no one was willing to assist me and I was without a phone. My second phone was paid up late last year. In March this year I lost it I then went back to the store to report I was assisted by the same guy this time they couldn't help simply because it not prepaid since it was paid up and the contract canceled, which I fully understand. I still have Un answered questions: 1. Why am I the one paying the price for their I competency? 2. Why did they continue debiting my account after realizing that the phone registration process was incorrectly done? Instead of correcting it they left it like that as though I was the one behind the computer doing all the registration.

This bothers me simply because I'm honest I don't claim unless it's necessary. Basically in the 4yrs of paying cell phone insurance I have never claimed. The 2nd one I totally get it, but the 1st one puzzles me. Why let the client suffer for your own mistake and why didn't their customer do a proper investigation instead of jumping to say unfortunately there's nothing we can do to help, the person who helped you made a mistake, seriously!! It's your own imployee not me.