The worst service I ever experience with Hollard

On Monday 28 June 2021, I submitted a claim for Samsung Galaxy A51, and paid the excess amount.

I spoke to the gentleman Karabo who said they do not have Samsung Galaxy A51, but they will offer me Samsung Galaxy A52. I recall very well I asked the gentleman if there other options or variety I can choose from even if it is no longer Samsung. He said you choose it for me. I said it is fine He said it will take 7 working days.

Wednesday 30th of June 2021, I called again, I spoke to the lady she said to me they are not going to give me Samsung Galaxy A52 instead they will give me Samsung Galaxy A51. I disputed to say I spoke to Karabo and he mentioned Samsung Galaxy A52. The lady didn't want to listen to what I'm saying instead she was rude, I ended up saying fine send my phone because I use it for business. She even mentions sending it to the warehouse to dispatch it.

On Friday 09th of July, I called in the morning again. I spoke to the lady Ms. Tsotetsi, she told me they no longer having Samsung Galaxy A51, they will send me Samsung Galaxy A71, if I agree she will send the order to Warehouse. I asked if I didn't call, would they have called me? I insisted on getting the tracking number. She even mentions only then on Friday my order will be sent to Warehouse. She promised me to call before the close of business on Friday. Around 16h30, I called again seeing that she was not calling. When I called I found another lady who was extremely rude to the point she transferred me back to Karabo to say they will give me Samsung Galaxy A51 that was lost. When I speak to Karabo he was also impatient with me saying he can't remember talking about A52 and I should listen to the previous rude lady. I succumbed to the rudeness I got and I even mentioned to them I'll leave it as it is because if I can't ask for all the recordings some people will lose jobs.

Monday 05 July 2021, I called them again, I was told only on Friday they registered my purchase order, I'll get it in 72 hours. Same day at 16h25 the same Karabo who was rude called me to say that Samsung Galaxy A51 they were shoving down my throat is no longer available they will give me Samsung Galaxy A72. I asked Karabo how can I trust him because Friday he was rude and couldn't remember a single word I mentioned initially, he said definitely, I'll get my phone.

Tuesday (06 July 2021) Morning I got an SMS confirming my order from Cellc. I called them and requested a tracking number I was told to call on Wednesday (07 July 2021) to get the tracking number.

Wednesday (07 July 2021), I called and spoke to another gentleman Letlhogonolo, my worst experience with your company went on, he told me the phone is no longer available they will find another supplier.

My question is simple: 1. If I don't call no one bothers to call me? 2. Your wording clearly stipulates that my phone will be replaced with a similar or device with a similar value, but when I claim you choose the device if my device is not available you don't give me options to choose on? 3. every time I must face the wrath of your agent when I call when I request clarity? 4. When the phone is not available, I won't find out until I make a call, which means when my handset is not available my request is put aside and address other important requests. 5. When you deduct your money you don't get hassles, why should I struggle to get my claim to be resolved?