Formal Complaint: Claim Delays Due to Poor Customer Service

I am writing to formally lodge a complaint regarding the unacceptable handling of my claim and the poor customer service I have experienced over the past 30 days.

Since submitting my claim, I have resent the required documents four times to the claims department. Each time, I have received a different and conflicting reason for why my documents could not be processed:

• I was first informed that my IMEI number was missing, despite it being clearly included in the affidavit I submitted.• I was then told that my ID copy was unclear, which I promptly corrected and resent.• Most recently, I was advised that my documents could not be opened and that they should be sent in PDF format—despite the fact that all documents have been submitted in PDF format from the beginning.

This ongoing back-and-forth suggests that my documents are not being properly reviewed before responses are issued. Repeatedly requesting the same information without resolving the issue is inefficient, frustrating, and unprofessional.

As a result of these delays, I have now been without a phone for over 30 days, which has caused significant inconvenience and disruption. I have comp**** with every request made by the claims department and do not believe this prolonged delay is reasonable.