Disappointment in service delivery and professionalism

On the 31st of May 2021 I took my phone in for insurance repairs at a jet store at maponya mall. Long long story short I have never seen such a pathetic and inconsistent within the call centre of finrite. How can you put condultantd to answer customers questions when they know nothing about the company and policies, because they cannot give answers to basic and straight forward questions I'm asking. I found unprofessionalism from management itself right from the manager to their team leader. In July 2021 I went iside the stores in Port Elizabeth and called The call Centre to find out about the progress of the cell phone that was brought in for repairs, I was told that there are few technicians due to lockdown and my phone is still in a queue to be repaired which they could not give me an estimation on when will it be repaired I did not understand but left the store. I called The call Centre on my own and it was answered by a young gentleman named Junaid Barers who told me that my phone is still at the repairs department and they are waiting for me to pay the excess fee which I was not told. I was told when I first app**** for the insurance there I do not need to pay any excess fee if the claim is only for repairs, but I can only pay if the phone is lost or ******.that when I did the insurance of the phone I was not told of any access fee for phone repairs but can only pay the access fee if the phone is lost or ******. I was also not given proper information about the whole thing as well. A couple of days after battling to get the right service and informatíon I was then told that I need to pay a R500 excess fee, of which I did after two days. I was given the information that I was supposed to pay on which account and also the reference numbers but because he could not give me the other information that I needed he told me that his team leader Lloyd Mogwase we'll give me a call back that same day as he is in a meeting and I requested to speak to a supervisor or a manager and I was told that he will call me to explain everything to me. I waited and waited no call came through I want more called in again I think few days later to get information on the progress of my phone, I was then told about the excess fee that I had to pay. I still did not understand what was it for because when I took the insurance for the phone I was not told about accessory on repairs but only for when I'm replacing the phone she could not answer me as well but told me that I need to pay access fee I took the details for banking details in order for me to do the access repayment of which I did, after I did the payment immediately I called backup the call centre to find out if payment was received and yes it reflected they received the proof of payment which I sent through to them and was told that she will send a message through to the repair department and my phone will be fixed and delivered five fays. After five days I then called to find out the progress of the phone I was told the phone will be delivered in two days time. Again the second day I called to double-check if the phone was on its way to be delivered to my surprise I was told the phone is still at the repairs and has not left the centre and I was not given answers again and was told that the manager will give me a call because he is busy in the meeting and that Lelani Ferguson the manager was supposed to call me as I was told she would do later that day nobody gave me a call. Saturday afternoon I got two messages saying that I need to pay an access fee of 500 in order for them to start with the repairs of my phone on which are paid two weeks ago already. Monday 19 July 2021 was helped by Kgosiame who could not assist me as well on my query instead he gave me a old claim which was done in 2020 of which I told him the dates and years are not the same it is 2021 no longer 2020.. I then asked him in order for me to please speak to a team leader or manager again it was difficult for him to put me on the line with either of them after putting me on hold for some quiet time he told me that the team leader is working from home and his name is Lloyd again he will ask him to give me a call. I totally refused to wait for someone to give me a call and I insisted on speaking to a manager and he could not get anyone for me online and put me on hold for a long time as well and then came back to me and told me that he needs to call the team leader in order for him to be able to assist me with the query so I should hang up the phone and he will call me back I told him that he should give me Lloyd's number of which he did and I did call him he answered the phone and told me that he is having some issues with his system and will definitely give me a call back in 15 minutes. After 2 hours there was no call from Lloyd the team leader I tried calling Lloyd without no respond on his phone I called back again for the second time and there was no answer whatsoever it is it is now 4 hours later and I have not received any call from Lloyd the team leader of finrite financial services and still sitting without no phone and no answers to my questions. At my age in this pathetic having children and family further away from me I cannot believe that I was made to stay without a phone for over a month and a half with no response or any explanations whatsoever. The only thing that I know is being abused and ********** my right of being able to be in contact with my family and loved ones in these tough times and having a health that is up and down. I have never given them any difficulty in collecting payments every month and I have been a loyal and faithful client to them and this is how they treat a loyal paying customer who cannot do anything for herself. Yes it is not the first time that I have cleed with friend right under the new jet management and on both occasions it has been tremendous a headache and pain getting what is rightfully mine and what I am paying a service for which I am not getting. Why do paying customers are receiving people within your call centre that does not know their jobs they do not know how to go an extra mile for any customer yet every month money is being collected to pay staff which knows nothing it hurts that I have to sit here and write this an unfair for the ones who know what they are doing to be put under an umbrella with people who do not want to work. Finrite get your house in order!!