Extremely Poor Service Received from Hollard Insurance

I would like to express my disatisfaction at the service that I have received from your company.

I put in a claim to fix my phone and was pleased to have received an sms on Saturday the 30th of March 2019 at 10:13 confirming that my phone was ready to be collected and that there was R0.00 excess to pay. On my arrival to collect my phone I was treated like a ******** and was refused my property apon insistence that I must first pay an excess fee of R1000.00, when clearly there was no excess fee according to your SMS sent to me. I spoke to a call centre agent who hung up on me during our conversation which I find unacceptable as a client as there was no aggression from my side, I was just stating my point based on the message sent to me from your company. Today the 2nd of April I went back to collect my phone and was once again refused my property, I spoke to a call centre agent who then admitted that they had made a mistake but he still insisted that I pay the R1000.00

Ultimately I insist that you correct your discrepancy with me as a client. I will not be held labile or accountable for a mistake made from your IT department

I would like to be reimburse by your company for the excess amount as altimetly this is a fault of your company and I believe that customer service should be at the top of your priority.

Regards Sofia Rodrigues