TERRIBLE SERVICE

I received a sms on Monday advising me that my claim GMCML63204 was approved and that Tania Moodley will call me to arrange replacement. Its Thursday today and nobody has called me. when I call them they promise that they will contact me in two hours but nobody has ever called me. Yesterday I called and asked for Tania's direct line or email address and I was told that they cant give it to me. Every time I ask for my calls to be transferred to Tania's line they say Tania is not in. Does Tania even exist cause clearly she does not work with CA cellular. I'm extremely angry and fed up with your pathetic service and please don't waste my time and say an agent will contact me cause I have been waiting for an agent to call with no luck. When will I receive a phone???