Terrible service from Foschini and Finrite Insurance

TERRIBLE SERVICE!!!

I bought my cellphone on the 23rd of September 2019 and on the 10th of February 2020 I took it to Foschini at Green Acres mall to report that it had been damaged and to claim insurance for repairs. A few days after I received an sms that it had been approved for repairs by the insurance. I then took it to the store to be collected by RAM. On the 26th of Feb 2020 I received a call from the call center agent telling me that my phone has been booked for collection and that it will be collected from the store within 1/2 working days I assumed on the 28th of Feb that is when it would be collected.

I then did a follow up on the phone I went to the store in Green Acres and they said the phone had not been collected and the only thing they can do for me is to give me the phone to speak to the agents at the call center. The agent confirmed that the phone had been booked for collection and she does not know why it had not been collected she then said that she will send an email to RAM to book for collection and I should expect the phone to be collected within 2 working days. I waited and did another follow up after the 2 working days to make sure that it had indeed been collected, because the lady who was helping me at the store said that I will receive an sms that confirms the phone has been collected once its collected. The agent said that it had not been collected and I was like, but the last agent I talked to said that she had arranged for collection of the phone and the agent was like he cannot answer for others but himself since its his first time talking to me, keep in mind that everytime I call they would make me hold for quite a long time until I run out of airtime and never get back to me.

On the 6th of March I then decided to go to the store again to ask what is going on the lady who helps people on the que for phones said the same thing that unfortunately they cannot do anything for me except put me on the phone to speak to a consultant I then spoke to the consultant and I tried to explain my problem she put me on hold and then asked to speak to the person who is helping me at the store after that the lady said that the consultant will arrange for collection. I was clearly upset, because its the story I get everytime I speak to the consultants worse this time the consultant only spoke to the lady helping me for only a few minutes through a conversation that went like "her name is....." and then "please repeat" lastly "oh ok" thats all and the lady just said the consultant is arranging for collection. I asked her will I get this same story everytime I make a follow up on my phone she then said, just continue calling them, it may take longer than this or even a year and that's when I was shocked.

I am a Varsity student and I can't continue any longer without a smartphone. I am very frustrated with Foschini and finrite Insurance. I have group assignments that I cannot actively participate on Whatsapp and that makes me fall behind just on a whole lot of work. Not only schoolwork, but important Res matters. I then asked for a direct number to call to lodge a complaint the agent then gave me an email address: *** which they have not responded to. I called RAM to check if the phone has ever been booked for collection and the lady said I should give her a waybill number I told her I don't have it as it was not given to me. I asked where should I get that? She told me that it's the people who said they are making arrangements for the phone to be collected and all this time I have been calling the different agents at the call center they never told me about the waybill number. I asked the lady to just check how far is the phone to be collected she said she can't see anything under my id or name since I don't have this waybill number. Clearly outraged and frustrated once more I called the call center once again regarding this waybill number and the consultant first checked for collection of the phone and said he will first arrange for collection and I should ask for the waybill number the next day and this posed a question that this whole time these agents have been arranging for collection what has been happening? Because its been over a month now that my phone is still at foschini and has not been collected. I don't even know what to do anymore or who to believe. All am asking from the people at Foschini and Finrite is to do the right thing and provide the service the insurance stands for and to stop lying to us the clients, they must tell us the truth from the get go, if they will give us trouble when we claim for the insurance we so Faithfully pay every month.

I wouldn't recommend this Insurance to anyone.