BAD SERVICE

this is my second complaint to Finrite, i first complained about no feedback, i eventually got a call from them and a lady claimed that i would get my phone sent to me within 5 working days, its now been almost two weeks and nothing has happened, when you call their call center nobody answers, why do insurance companies claim to be able to provide a service when they are not?, you take monies from me every month, but the only time that you have to honor your side of the agreement then there must be bumps? do we all have to put a banner stating how unhappy we are like the Cell c customer?