CELLPHONE SCREEN INSURANCE

In june 2018, I renew my contract***) with cellucity yet again and decided to go for the Huawei P20 option. At that time they had a special - if you took the contract out you get a second Huawei phone for free and screen protection insurance.

This brings me to my story...

In May 2019, I went into the Walmerpark branch as I dropped my phone and the screen cracked. After waiting for a while the female consultant went on the system, asked me to wait as she is going to the back office for my paperwork. She returned back to the counter and informed me that the person that helped us at the time when the contract was taken out is no longer with them and the contract was loaded incorrectly on the system, so she can not trace anything about my insurance. She then suggested that I go home look for my contract and bring it to thenm as proof of the screen insurance. I thereaster been to the store 3 times, with frustration because every time i was told that they of line, and I need to come back later as I could not find my contract. In June a month later now, a lady assisted me called carmen and told me that she can not understand why anyone would have said to me previously that they can not get my paperwork as she was able to access it within minutes (making me now out to be the wrong person).

I was told by her that the insurance was just for 1 year so because it is now June I will have to pay for a new screen.. Very unhappy and demotivated i asked her to let a manager phone me as this was not on and I am not happy. The next day I received a call from cellucity walmerpark from another female informing me that she was asked to call me and that according to her information on my contract the insurance was only to cover me for the 1st 6 months. I then absolutly lost it, and asked her to let me talk to a manager as this is now really not on. I was transfered to the manger and I told him my story and frustration, his words to me was that he wants to investigate talk to his staff and will get back to me.

ONE week later I phoned him back to thank him for his call back, which never happened and I was again falsly accused by him, that I told him that I will come and see him, which was not what was said on our telephonic convertion. Almost like I was not being taken seriously and that he also does not care.

The reason for this email, I feel that after not being assisted for all those weeks, how many other customers recieve the same treatment and service. I could easilly let the complaint go keep quiet and walk around with my screen for the next few months till I can get a new contract, WHICH RIGHT NOW WILL NOT BE WITH CELLUCITY WALMERPARK, but why must I. Cellucity mislead me for weeks to not assist me in my problem and for that reason I lost out on my screen prottection cover and a very bitter dissapointing vibe with the company. I manager and all staff needs to be held accountable for actions as this was very bad service. i feel the fact that not even the manager took me seriously to assist me leave me with questions hanging about the company and staff.

I will not recomment anyone to this cellcompany for anything........ WORST EVER

Kind regards