Dial direct- your mistake is not my problem

I had taken out a warranty and due to a mistake a call centre agent made when selling me the contract, they refused to pay out anything when I logged a claim. In fact they said they would cancel the policy that they had issued me and sell me a new one.<br> <br> I am highly irritated with your call centre due to nothing being done- this matter does not get escalated for a resolution,. You call centre lines are unclear and the call centre agents are not helpful at all.<br> <br> I am not sure if the issue is with dial direct or the innovation group.