Paying for poor service

<p>My Samsung Note was ****** on Thursday 2 June. I reported to Finrite Insurance Administrators on Friday morning 3 June. I mailed them the outstanding police documentation on Monday morning 6 June. They finally confirmed on the afternoon of Tuesday 14 June that they would replace the phone and I paid the excess they listed of R1469.85 that same day.</p> <p>I followed up the next day to find out the status of replacement Samsung note was, at which point they told me that I cannot get a Samsung Note because they can only source the Samsung Note 5 and it is too expensive, even though I previously had a Samsung Note. I asked if I could pay in the difference and they said I cannot. I then asked if they could pay me out the cash and I will just go buy one and they said I could not do this either. I asked if I could get the Samsung S7 edge and they said I could not get this either. I then asked them to tell me what phones I could get and they listed the Samsung S6 edge or the Huawei P8. I said I would have to review these phones and get back to them. Both these phones are older models. The Samsung S6 edge does not have a memory card slot, which my Samsung Note did have and the Huawei P8 is a smaller screen. I then phoned back on Tuesday 21 June to see whether there were any other options. I think the first agent I spoke to was Simpiwe, somewhere between 10:30 - 10:45. He mentioned that I could get the Huawei mate 8 and would check on stock. I was left holding and the line seemed to be dead so I phoned back and spoke to Lesego somewhere between 10:50 - 11:00. He mentioned that Simpiwe was on another call and he would assist me. He then ordered me a Huawei mate 8 to collect a Cell C shop at the V&A waterfront. They later denied offering me the Huawei Mate 8 either. I said that it had already been ordered and asked for a copy of the recordings. Again, no-one came back to me. I then phoned again on Friday (24 June) and spoke to Lesego in the morning and Nancy in the afternoon. Both said that they would make copies of the recordings available to me and neither one came back to me.</p> <p>My premiums have increased each year over the last two years, which is fine if it is keeping up with the value of the replacement phone. I am paying R175 per month to insure my phone with Finrite and they are trying to force me to take older models of phones that do not even have the same spec as my phone that was ******. The service from Finrite has been poor, they never follow after I have phoned them numerous times, and they currently seem to be ignoring my calls. By tomorrow (Tuesday) I will have been waiting a week for a copy of these call recordings.</p>