Unsatisfactory Service

<p>My phone got ****** last week and i have been trying to do a SIM SWAP since Tuesday evening via the self service, upon filling in required details the IVR informs me that the sim swap cannot be processed then I am transferred to the call centre and the call disconnects.</p> <p> </p> <p>Yesterday I called in twice to speak to an agent to assist with the sim swap and they transfer me to the sim swap department and the call disconnects.</p> <p>I Called the call centre again last night to express my view and the agent informs me to do the sim swap via self service I need to call from my number. How am I supposed to call from my number to perform a sim swap in my phone was ******?? What is the point of offerring a self service option for a sim swap if it cannot be processed. She advised she would escalate to the sim swap department to contact me today between 7am when they open and 9am before i start work and no one has called me i was provided a reference number for that call!</p> <p> </p> <p>Also I have been trying to get hold of C-surance to get my claim number however i am on hold for too long, I do not have sufficient funds to be on hold for so long and no one answers.</p> <p>I have insurance on my phones/sim card so why do i have to pay R50 for a sim swap when the insurance states: Hollard will only be liable for a SIM card claim in conjunction with a Mobile Equipment claim. If the Sim card is lost or ****** or damaged along with the insured Mobile Equipment, Hollard will replace the Sim card up to a value of R 200. Does this mean i have to wait to get my number back or do i have to pay the R50 for the sim swap?</p> <p> </p> <p>Please assist with that query and could someone please call to assist me with the sim swap and the policy number for my insurance claim - Cell C gateway emailed my documents through and advised they are not allowed to CC me in the email when i requested it.</p> <p> </p> <p>Kind Regards,</p> <p>Juanita</p>