Disgusted, unhappy and unprofessional

I am incredibly frustrated and disappointed with the service and misrepresentation I experienced from the Foneyam team and their superiors. On July 30, 2025, my insurance claim was approved, and I received a text message instructing me to collect a replacement handset of equal value from a PEP store. However, when I went to the store, I found that they had no handsets that matched the value—only options that were either lower or higher. The store staff tried to locate another PEP outlet with the right handset, but unfortunately, none were available.

I then visited Ackermans Connect, which is part of Foneyam, to try and process my claim there. However, the reference number I had wouldn't allow them to proceed, even though they had a handset of the correct value. I called the Foneyam claims department and spoke to an agent who seemed uninterested. After explaining my situation, he consulted his team leader and told me to call back while I was at Ackermans Connect for assistance.

On July 31, 2025, I returned to Ackermans Connect and called Foneyam again. I spoke with an agent named Roger, who was rude and dismissive. After having to explain my issue yet again, he reluctantly called his team leader, Misa. When she arrived, I detailed my problem once more, but she did not listen and bluntly informed me that I should settle for a handset of lesser value at PEP. I couldn’t understand why I should accept a lower-value handset when there was a store within the same group offering the approved insured value. Misa also displayed rudeness and was unhelpful, but she promised to escalate my case to the senior manager, who was unavailable at the time.

It’s troubling to me that I rely on that phone for more than just personal use; it’s also vital for my studies and job hunting. Over the past two days, I’ve lost significant time due to their incompetence. I urgently need this matter resolved, or I will escalate it to the CEO or other relevant external stakeholders. I have spent money on travel, and the emotional turmoil I have endured is simply unfair.

My contact number is ***.