Terrible service

I am extremely disappointed with the way my FoneYam insurance claim has been handled.

I took a phone through FoneYam at PEP and the phone was insured. Unfortunately, the phone was lost and I followed the required process to submit an insurance claim. My claim was approved for a replacement value of R1,299.

I went to PEP to collect a replacement phone, but I was informed that there was no device available for R1,299. The cheapest available device was R1,599. I asked whether I could pay the difference myself, but I was told that this was not allowed.

I then asked what I should do and was informed that the PEP store needed to send an email to FoneYam explaining the situation. The store did send the email.

After several attempts to have the matter resolved, I eventually received an email from FoneYam stating that my case had been resolved and that I should return to the store to collect my device.

I went back to the store, only to find that NOTHING had actually been resolved. There was still no suitable device available for the approved amount.

When I contacted FoneYam again and explained what had happened, I was once again told that the store must send an email.

I am now being sent from FoneYam to PEP and from PEP back to FoneYam, despite having already followed all the instructions given to me.

My claim was approved, yet I still do not have a replacement phone.

I am asking FoneYam to take ownership of this matter and provide a clear and practical resolution instead of repeatedly referring me back to the store.

Please provide me with:

1. A replacement device as provided for under my approved claim; OR 2. A clear alternative solution if the approved R1,299 device is unavailable; and 3. Written confirmation of exactly what I must do to collect the replacement device.

I have cooperated with the process and provided everything required. I should not have to keep travelling to the store and repeating the same explanation because FoneYam and PEP are referring me to each other.

Please resolve this matter properly and provide me with a reference number and a written response.