Bad business practice from Hollard insurance and CELL-C

Desember 15 2020 I took out a cellphone contract at CELL-C southgate mall branch.ten days later on the 25 desember 2020 I got hijacked and my phone was ****** together with other belongings in the process...

That same day I opened a case at the Lenasia police station and I called CELL-C to report the incident,

From their I had headache after headache being sent from pillar to post back and forth from the Southgate branch to Lenasia police station correcting the one thing after the other. Finally I was assisted and they inform me that they have sent all the documents through to the insurance company. (Hollard insurance)and they informed ne that the insurance will contact me

After couple days without hearing anything I went back to the branch and they gave me a nr to contact hollard self... At hollard I again was sent from pillar to post.. until they finally concede that they are busy with my claim..

Since then every every second day I call them to enquire how far they are with the claim and every time they promised that they will vo tact me the next day . That went on for about 2months..

In February 2020 , me calling them after several pillar to post sending I was told that my claim is approved .. and they will aent me a sms with the access amount..

About another week or so later I call again and that day they sent me a access amount of R1100 and I contested it since it's a R7000 Huawei P40 light, how could the access be so high when the time i insured the device they promised that it will be around R350...

I then went back to the same Southgate branch and even they were surprised how the access amount could be so high.. and i inform then that I don't have that kind of money

I never heard from either of them for the next 4months and i assumed the issue was settled , I don't have a phone and the insurance probably reimbursed CELL-C ...

Today 15 Jun 2021 I found a debit order of R3000 was deducted from my account by CELL-C

I then went to enquire what it was for since I don't have a phone, never used their services for 6months now and they never deducted since the time i informed them I don't have the money for that huge access and and i assumed the contract was cancelled on that grounds. Of which they told me at the Southgate branch that my accound was in arrears that's why they deducted the money and they can't do anything about it .

I then called the insurance to enquire what is actually happening here, whereby they infirmed me that the branch should've made me aware that I could've been liable for only Half of that access fee since I took out some sort of a access bridge product .. and now it's to late to claim anymore ..

Now i sit with a CELL-C contract which I still have to pay for the next 2 years,but no phone or aim card to use their services which I'm paying for.

I then tried to dispute the debit order via my Capitec cellphone app to recover my money, but I shows that I can't dispute that debit order ...

I don't intent to leave this thing here and thays why I came to you for advise on my next cause of action .... I can't pay for a contract and service that are not being rendered to me. .. now who do I hold accountable... CELL-C or hollard... Cause the one blame the other . CELL-C says their books doesnt know I don't use their services and since Im still on contract with them i must just pay for the next 2 years..

The consultant at CELL-C (big fat dude,just sitting and chatting on his phone all the while I'm talking to him and when I ask him for advise on what do do and how to proceed with this thing, he just keep on telling me "I don't know what you should do" just pay the monthly installments since you have a active contract.their is nothing they can do for me.

Even when I asked him ,say I'm now prepared to pay that access fee, take another handset, where do I insure it cause I don't trust hollard any longer, he just told me that they only use hollard, their is no other insurance option.

He then just gave me the bra of CELL-C customer care and told me to deal with customer care, he can't do anything ..

I'm so frustrated with the service I received from both CELL-C and hollard..

Please advice me what yo do next please