Lack of Accountability and Poor Service

I am very disappointed and disgusted by the service that Cellucity in Greenacres provides,On the 24th of August I took an insurance for my device ,I submitted everything with the consultant and received acknowledgment of the policy but no confirmation that it was active,On the 20th I went back to Cellucity to check if my policy was in place ,The lady advised that I must request for my policy schedule and provided me with the email address and I did that as the policy was due to debit my account on the 25th of September,Today I visited the store to check on my policy again as the premium didn’t go off my account as arrange,Just to be told that the policy isn’t active as adminplus never received my proof of Purchase that I had submitted with initial application of the insurance and they are claiming it is now late to activate the insurance,Meanwhile I have never received an communication to resend the documents and the consultant together with the branch manager in greenacres are failing to be accountable for their negligence