Game Cellphone Insurance (Hollard)

<p>I purchased a Samsung J5(IMEI: ********** ********** 5) at the Game Stores in the Midlands mall Pietermaritzburg on the 06 April 2016.</p> <p>I thereafter took an insurance at the same store through Hollard on the 15 April 2016. My screen had cracked which disabled the screen from its display function on the weekend of the 16-18 September 2016. I then logged a claim through Hollard phoning ********** 675 on the 20th of September 2016. A lady said that my phone would be picked up within 3 days and that she would send an email out to "RAMS". I was over joyed. The trouble started when the 3 days had passed, then a week, then 2 weeks. where i then phoned in again to get them to pick my phone up for repairs. i spoke to another lady and she said that she did not know why my phone had been picked up and that i would have to wait anther 3 days for my deal phone to be picked up. ( an email was sent to "RAMS" for pick up. another 2 weeks. i had passed and i did try phone again and again and again to get the same answer of "i will have to send a mail sir and wait for a response". I had decided to take a day off work to go to game to find out that i have to phone the call centre again on ********** 675. When i had arrived a customer had been going through the same process and was just as frustrated as i was. I was then promised again that i would be seen to in 3 days where nodbody got back to me.</p> <p>On the 1st of novemeber i had taken another day off to go to game to resolve this problem. I had spoken to a lady by the name of Lerato and she had also not known why my phone had not been picked up. She said she would get someone to pick up ASAP. Whilst i had been purchasing goods from Game i had recieved a call from RAMS at 9.10 to pick my phone up. The driver said he would be at my place within the hour and i had agreed. I rushed home to be ready for the driver who arrived later than expected. nontheless i was happy because there was progress. The vehicle had arrived at 10.49 with number plate DB56PRGP and i had signed waybill RW ********** 6 I have not recieved my phone back to date. Yes i have phoned in more than 15 times if i can recall. Each time i have to phone in, I have to wait for a time period of 15-20 minutes for an agent to answer my call. I spoke to 2 Ladies who did not seem to know where my phone was and said they would get back to me within the day (Bianca and Bipupo). These Ladies did not contact me. This is really bad service. I have been without a phone for almost 3 months. This is needs to stop. I cannot contact anyone via social media at ease like i use to. I have no direct access t my emails. I cannot take pictures and videos as i please. ive got bad reception on the R100 phone which i use for emergencies. I have to use my laptop constantly. Buying a phone would defeat the purpose of having insurance. Hollard Cellphone insurance find it hard to service me as customer who has been more than patient but find it easy to debit my account every month. I need assistance urgently. </p>