Hollard/ Csurance a front for theft

I first went in-store to report my phone ******/ missing on 14 December.

It does not appear that there is any kind of vague protocol in place. I wasted whole days going in store, being told the complete wrong information over and over again by both cell c agents and Csurance agents (who, in any given situation, try to fob customers off by telling them that they need to go in-store.Csurance and CellC are meant to be working together, but every time each party seemed to pass the blame onto the other one. From the customer's side, I shouldn't have to care that you are two separate entities. You have sold yourself as one, and need to act accordingly. ) and told countless times over the phone that I was missing a new piece of information and that without it they were unable to process my claim. None of which was true, and finally after really probing particularly hard, I got an agent to properly investigate my profile (about three minutes of her time) and find that everything was there, all of her predecessors had just been either too lazy or *********** to loo properly and she could finally process my claim.

That was the 2nd of January, so a process that should have taken three days took three weeks. I complained to a manager at the time- instead of providing a solution or fast-tracking my order or even apologising, she told me that I could be glad that my claim was at least processed now.

The new phone apparently arrived on the 9th of January, although I was only notified on the 16th, a week later. Which brings us to over a month from when I first filed the claim. When I collected it in store, I paid for a screen cover and a second sim card, as I was anticipating a dual sim. When I got home, I found that there was no place to put a second sim, as the specs on this model were different to the ones found online. I had very specifically asked for the specs beforehand, but not given any answers. Subsequently, I have queried what the model/specs/ model of the new phone are that I'll be receiving, with no answer at all.

Within two days, the keypad started freezing. I reported this within the obligatory 7 days of OTB (stands for 'Out of the Box'- meaning it was inherently faulty and needs to be replaced with a new phone) warranty, and returned the phone the next week in store to get my new model. A courier came to take it away and the ticket id the I was given is 734605. The Cavendish store manager was so kind as to help me file the OTB and collection, because no operator in Csurance seemed to be able to give me any instruction beyond visiting a Cell C store. Cell C stores are separate from Csurance, and cannot supply me with a new model for an insurance claim, as their models are not paid for by Csurance, So it was bizarre that the only advice Csurance could give me was to ask the store to sort it out. (Although not really, because it seems that this is the only advice that they are capable of dishing out).

However, the manager followed up with Csurance the following week ( again, this is not his problem, he is just really helpful), where he was told that they had sorted the matter out and were about to contact me. They did no such thing. Meanwhile, I have been emailing with an agent (it comes from a generic address but always has the same name- Modjadji Patricia Mashau- signed underneath, very confusing) from CSurance who alternates claims that she is waiting to hear back from the store manager (which is bizarre, as this isn't his matter and when I followed this up with him myself, Csurance had in fact spoken to him and told him the matter is resolved), or that it is in repairs and she is waiting on its status. I am waiting on a brand new phone, as per my contract, and not a refurbished or repaired phone, so again, her feedback is utterly bizarre. I have also asked her for the new handset's specs, and for a manager's contact details, which she has blatantly ignored many times over.

I have called Csurance operators numerous times, where my phone calls follow the same pattern; (after trying to recommend visiting a store) either they transfer me to a manager and then drop the call, or put me on hold to 'further investigate the matter,' and drop the call.

This is a really simple matter- a faulty model was returned under warranty and needs to be replaced with a new model. In addition, I need to be provided with the specs of the new models so as to be empowered to make an informed choice.

Neither of these have been anywhere near answered, and now having waited over 2 months for Csurance to supply me with a working phone, it is extraordinarily obvious that they operate on obfuscation and never really intend to provide the services they are paid for in the first place.

I am now taking legal action, as I am forced to buy a new phone myself. Hollard/ Csurance has ****** all the insurance fees I have been paying for years, a new handset, the extra hardware I bought in store that now cannot be used, my cellphone contracts that are still being debited but not able to be used, and most importantly, days worth of my very valuable working time wasted running in circles due to bogus instructions.