Disgruntled Client - worst service ever

Again utterly disappointed with the service received. I purchased a cellphone from Hi Online a store part of the TFG group on the 10th January 2018 at Maponya Mall. I received a call for insurance a few days later from someone at the Foschini call centre. I opted for the insurance and all seemed well. I then received my policy letter on the 16 March 2018 which was dated 29 January 2018 (yes it took 2months). On the policy letter all the details they had we're wrong. Name of the insured user was wrong, Imei number wasn't on the policy document, effective date of insurance wasn't stipulated. Being the fool I am I purchase R150 airtime to call the insurance number ***to get the above details rectified. To my dismay I end up to 7 people who can't assist , I end up calling 5 different numbers in a space of 4days. Unfortunately the handset is ****** and time to claim from insurance arrives. I go through to the store where I purchased the phone fill out the necessary docs and I'm told to wait for 14days. This was on the 9th July 2018. I then receive a call on the 19th July 2018 from the store consultant at Hi online who advised that the claim hasn't been processed as Finrite cant find my policy number. I then waste another R100 of airtime calling Finrite trying to get the matter resolved myself. I call in on the 24 July 2018 and speak to Shanice who advises that she can't pick up the policy number on the system as the insurance was offered telephonically and they waiting for the policy number and call recording from foschini head office. She then speaks to her supervisor Leilane to send a email to the head office and that the policy number should come through by the end of the week (27 July 2018). I then explain to Shanice to please ask her supervisor to put pressure and get the policy number sent by close of business on the 24 July 2018 as the sla given at the time of putting in the claim was 14days and 26 July 2018 is the end of the 14days. Shanice then tells me she will take my number and call me back as soon as she receives my policy number. After she drops the phone I realise that I received the policy document on the 16 March 2018 which should surely have the policy number. I then phone into finrite again and speak to Tebogo. I then ask Tebogo to put me through to Shanice or Leilane as I spoke to them previously. Tebogo asks for my I'd number which I give her puts me on hold for close to 10minutes returns and explains the same thing Shanice did about the insurance being offered telephonically and them not being able to pick up the policy number. I then explain to Tebogo I already know this and was trying to avoid starting from scratch with the whole conversation as I'm using a cellphone to me this call. I gave her the policy number I had on the document she punched it into the system and advised that the policy hasn't been captured as yet. She then proceeds to advise that the policy has to be captured 1st and that will take some time unfortunately my airtime depletes at this very second and the call cuts. I then get airtime again and call in get put on hold for 5mins speak to Lindiwe and get told that shanice is still busy she will call me back. I then decide to call the claims department in cape town and request for assistance. I'm told that the person to assist with the call recording and policy number is Themba who is currently in a meeting so I need to call back later. By this time I've spent r120 airtime and decide to go to the Hi onlibe store to call from there. Once there I call into finrite to enquire how long it would take for them to capture the policy number. The call is answered by Zanele who advises that the policy was cancelled in 2009 and belonged to James.. Which left me confused as Tebogo said the policy hadn't been captured. I'm told yet again that they need the policy number from foschini head office. I call back on Thembas number and can't seem to get through. The store consultant then calls again another 3 times with the same outcome. She sends Themba an email and requests that the policy number be sent by close of business and till this day Thembas phone just rings and he hasn't responded to the email as yet.

I'm a utterly disappointed in the service I received from both Finrite and Foschini. I can't comprehend how such a well established company like Foschini can associate themselves with Finrite as they don't understand basic customer service.

Foschini on the other hand is no help whatsoever. If a consultant calls a client and offers them insurance everything needs to be captured and sent to the relevant parties to ensure that the client doesnt suffer when he/she wants to put through a claim.

I hope this post/review will speed up the process with Finrite and Foschini and get this matter resolved by cob 27 July 2018 as I will be taking this matter as far as I can.