First for ****, pretty much!

One would think paying close to R400.00 on insurance for a cellphone, you are paying for quality and efficient service. NOT! I am appalled by the level of after service, if service is even what it should be called. -on the 05/11/18 I contacted the call centre to report the damages on my phone, of which the agent advised that I will receive a call soon to arrange for collection. -on the 07/11/18 I received a call from a different agent who advised that a technician or agent from WeFix will contact me on Friday(09/11/18) to arrange for collection time and location. Friday came, no call from ffw nor WeFix. -09/11/18 I contacted FFW at about 14:00 to find out what the delay was all about. Of which a different agent to the first 3 advised that no booking was made for the device to be collected. This agent then arranged this for me on that day. But obviously it was too late, therefore I needed to wait for Monday for WeFix to contact me for collection. -on the 12/11/18 I did not receive a call, once again from both company's. I then contacted FFW AGAIN!!! This agent, very friendly guy, apologised so sincerely and admitted that there was a delay in terms of my claim, as the claim process should take not longer than 7days(his words- and he said days, not working days). By then, this was the 8th day. He then booked it again and advised that WeFix will get intouch with me. The same day, a very nice lady from WeFix, by the name of Farzana advised that collection will take place and also advised the reason as to why there was a delay. Only to find out that FFW did not specify the detailed address on the system, but rather just the suburb. so anyway, on that day my device was collected, fine enough. -on the 13/11/18 at 08:44 I received an sms from Wefix, stating that the device was booked in. At 10:18, I received another sms that the job was closed and that a representative would contact me. Which they didn't!!! I called again to find out what the feedback was, of which they said the claim is with the Processor and they are waiting for the processor to accept the claim. I was also promised a call before end of business. End of business came, no call -on the 14/11/18 I called again to do a follow up, because FFW agents knows nothing about follow ups apparently. of which the agent advised the same thing about the Processor. My question to her was, "so is the processor still checking my claim since yesterday because this was the very same feedback I got yesterday." To which she responded that she will flag the claim as urgent and the processor will contact me first thing the next morning. - on the 15/11/18 No processor contacted me, no agent contacted me. Up until the point I lost all patience and politeness. I contacted FFW AGAIN just after1pm to express my dissatisfaction. The agent then advised that my claim was approved. So had I not called, I would have probably needed to smell this information out from the gutter. So here comes the best part, she then told me that I would have to pay an excess of R4100.00 to claim. According to my knowledge my excess was R2000.00(which is still damn ridiculous). I then questioned why the excess has increased SO much and she advised that it increases yearly. So what FFW is trying to say is that they increased my excess by another R2000.00 after ONE year??? ANNNNNND without correspondence or communication thereof! The agent then stated that an email was sent to me on the 25/05/18 which are complete LIES! I then asked to be transferred to the complaints department, of which that cheeky agent also stood her ground on the fact that an email was sent and they have a system that verifies when mails are sent. I have not received one email from FFW since after the day I signed up, which was in June 2016. My initial contract stating the R2000.00 excess fee was the ONLY contract I received and none thereafter pertaining to my cellphone insurance. I even receive 'guardian angel mails trying to sell their ****py vehicle insurance" but no... not mails relating to my product with them. I asked this agent why it was for R4100 and the fact that the contract does not state anything about yearly increases on excess fees. to which she responded that it is not increased yearly, but rather increased when changes are made to the policy. Bearing in mind that 2 of the staff members are singing different tunes regarding the increased excess. According to my knowledge, I have not made any changes to my insurance as this was the FIRST time I ever claimed in my adult life!!! I then got irate and she then but in saying I need to let her finish. so anyway, she then goes on to say that a mail was sent on the 25/06/17 and upon looking at the document the excess was indeed R2000.00 and that because it was a stand alone policy, the system so called stipulated R4100.00. So why is FFW showing 2 completely different and ridiculous amounts and are they *****ing other clients that may not necessarily question FFW's insanity? so they just pay??? Oh oh... and might I add, all of a sudden I received THREE emails on the 15/11/18 when I have not received any correspondence from day one.

A total of FIVE calls were made by me, of which each call was about 30-45mins, which my workline was being used, which I am going to have to pay for at the end of this month! God knows alone how much this bill will come to with FIVE calls with a duration of 30-45mins each!!! and FFW should not even think that the calls were my choice and I should be liable. it is because of the incompetence of staff not sticking to their promises of returning customers calls and doing follow ups when PROMISED!!!!! So in actual fact, im going to pay MORE than the R2000.00 excess for the costs incurred by the phone calls I had to make, just to receive feedback! so number 1 - Your service level agreement in terms of time is ridiculous 2 - Your staff are *********** and don't follow up on customers accordingly 3 - You sent NO correspondence since the day I signed up for the insurance besides the initial contract. 4 - Your gave TWO excess fee amounts, trying to rip me off. 5 - Your cheeky agent in complaints. 6 - the fact that I had to ask the agent I spoke to today to call her manager back from lunch to take my call, because no one was available when I needed to express my frustration with the company. 7 - The amount of calls I needed to make just to receive feedback each time. 8 - THE COST OF THESE CALLS MADE 9 - THE FACT THAT I AM GOING TO HAVE TO PAY THE BILL AT WORK AT THE END OF THIS MONTH FOR THE 5 CALLS MADE OF 30-45MINS LONG EACH!!! 10 - I refuse to pay for this bill, and demand to be reimbursed for this. 11 - Why is my damaged device being kept when the device was paid in cash and does not belong to a network on contract. 12 - since I am getting a replacement, I want my old device back. No where in their terms and conditions does it state that the insurer is to keep the device if it is uneconomical to repair. Are they keeping the device to refurbish it and resell it making more money off their customers. Is the annually increased premiums and the ridiculous excess fees not enough to exploit their customers???? 13 - No where in their terms and conditions does it state that the excess will increase subject to whatever circumstances. 14 - I was promised my new device will be delivered on the 16/11/18, lets hope that this time they live to it.

Im done!!!