Unhappy customer

Good day

Name: Jabulani Ngwenya Contact number: *** Or *** Account number: ***7

I have a service called Cell c tech assist that I pay R51.30 excl.VAT from July 2021 until now. Unfortunately I dropped my phone and the screen cracked. Then I sent an email to customer service of which I was advised to take my device into the store. Then on the 4th of March I booked in my device an SMS was sent to me with reference number_ GPJOH436170, again on the 8th an SMS came in to confirm that my device had been assessed.

Today the 15th I received a SMS to quote my device and a number to call ***, then I called the number and I was told to call customer care 084135 and the guys at the center are still transferring me to another department of which the line just cutoff. Then I called back to the call center and I got to speak to Linda who advised me to call ***, still those guys could not assist me or tell me a way forward by to call the customer care again. I call customer care again then spoke to Kea who gave me number to call if I got cutoff again *** and I got to speak to Mo_ Motsegegi and he told me the device will cost me R2 898.70)

Now I need to know when Cell C is going to pay that money because I am paying the Cell C tech service which covers screen benefit, Please assist me on this if not I would like this service cancelled and my money back from the initial of the service.

To make matters worse its that's neither instore or call center agents know about the product ,that makes me worry about what have i been paying for. I'm even reconsidering to change my service provider

Kind regards Jabulani