Bad Service

Good day. My name is Nomvuyo Malo and I am a Edgars customer in Welkom. Last year in February I took out the cell phone insurance underwritten by Hollard in store for a mobicel vivo. The phone was less than R1500 and I received a quote to pay R149. I did this until in July this year when I lost my bag in a taxi and went to the police station for an affidavit to put a claim. I did this and when I went to check on the claim was told the documents had to be resent. It was on the 6th of August. After a week I went back to check and was told I can take a phone for R1200 and must pay R800 in access. This was strange because for the amount I was paying I had to at least get a phone for over R4000 and I asked how come because to me it seems I might as well be buying a new phone without the insurance. The lady by the name of Pokeletso assisted me and called the cell phone customer service. They looked into the matter and I was now told I can buy for R2000 but with the same access. This was still not OK so Pokeletso called again and they found out that I was being overcharged as i was supposed to have paid R49 and was told the matter is sent for escalation. Since then I have been sent from pilor to post without being assisted by hollard. They discovered I was being over charged but they have done nothing about it until now except to continue taking my money without giving me any service. I am still paying the R149 for insurance of a phone I no longer have and of which they have not given me a new one. There is no customer service with this insurance I have received very bad service from them and until today still waiting for service whilst continuing to pay more money than I should without fault.