Shocking Customer Service

Where do I start as the experience has been horrible.

I have a faulty phone which has an insurance cover. I went to an Exact in Cape Town Golden Acre which referred me to the Exact in Parow where I got the phone originally. They said there was a problem with the paper work and the assistant there did not seem to assist me at all. I then went to Parow little did I know that the biggest problem has became beyond a joke. This claim is from October till now. There where instances of an employee that did not do the paper work of the cellphone claim and resigned called Luanda. There is also a guy called Devon who told me to go home with the phone but the phone was due for a pick up at the store. Then endless disputes and problems where happening. I then launched a complaint which the manager addressed but till today I am finding myself not assisted and not knowing what is happening. I called yesterday and a guy spoke to someone within the background saying the store is busy and yet again I was not helped. The gentleman took my details and I advised him to email me with correspondence of the claim as my working environment does not allow me to answer my cell phone/calls at work. This never happened and two hours later I called again being told Devon is on leave and the other cellphone guy is in a meeting. At the same time speaking to a girl on the phone she was talking to someone else. I immediately asked her why is she speaking to someone else. She then answered I am working at the till as well. I asked for someone to call me today before 9 am. Guess what still no call. I would like a person higher than a manager to address my concerns and how poor the customer service is at the Parow Exact store.

1. Why is my pending 6 months claim treated poorly.

2. Why am I being told that the store is busy and can't be assisted. Am I not a valued customer which has been trading for more than 10 years with TFG.

3. Everytime I call no one seems to know what's happening.

4. When is this problem being sorted.

I would like the above addressed seriously as my matter has been handled unprofessionally.

All the above was addressed last week on TFG Facebook page. They advised that I would be getting a call but the call was a private number that I missed. I was the advised to allow after the Easter holidays. Then I got correspondence that the store has been calling me which was not true. I was also told that they will call when I give them a time. My response was 3 o clock today.

I got a call from a private number again and when I picked up no one spoked and dropped.

I am really at a limit of thinking I am not the only customer that this is done to.