What a nightmare

1. On the 29th September 2018, i lost my handset (a Samsung J7, i had received from C Surance) 2. On the 1st of October 2018, i contacted Cell C to have it blacklisted and obtain an ITC number. Cell C informed me that the IMEI number i gave was not on record as a Cell C handset. Hence, i could not blacklist the handset with them for according to their system it is not their handset. 3. I contacted C Surance to claim for a replacement handset., i was informed i could not claim without an ITC number. This number i must get it from Cell C. 4. Cell C could not provide me with an ITC number, hence C Surance could not process my claim without an ITC number. Iwent to the police station and they could not help me as well without an ITC number. 5. I contacted C Surance for clarity, since i had received the handset from them. And the IMEI, i was reading it from the box i received with the handset from C Surance. I was informed that maybe they was a mix-up with the handsets and boxes when they were packing after checking them. 6. After several months (october 2018, November 2018, December 2018, January 2019, February 2019) of being sent back and forth from Cell C to C Surance, one claiming they received the handset from Cell C hence they (Cell C) must have it on record and back to C Surance since they sent the handset they must have it on record. 7. All this time, i could not do anything because the was no ITC number needed to start any claim or to report to open a case at the police station. 8. I found the box of the previous handset (a Samsung J5) i originally received from Cell C, and i called in to the Cell C Call Centre, and they confirmed having the IMEI number, however, it was i ready blacklisted. And still they could not find the new IMEI number on their records, regardless of the calls billed to my Cell C contract number for the period of September 2018. 9. After a few months and several calls being sent back and forth from/to Cell C and C Surance, on the 8th of March 2019 a consultant from C Surance, confirmed telephonic to myself that they did issue the handset with the IMEI i was providing, however, they did not update the system. They (C Surance) were going to update the system immediately. THIS WAS THE ROOT CAUSE OF MY NIGHTMARE, AN ADMINISTRATIVE ERROR THAT LEFT THE OLD IMEI ON THE SYSTEM AND NOT REPLACING IT WITH THE NEW IMEI. 10. C Surance call centre agent informed that and i can check with Cell C the following week on the 11th of March 2019. And everything should be in order. 11. I did contact Cell C on the 11th, however i was still informed that " The combination of the IMEI and Cell phone Number were not used together, therefore blacklisting cannot be done". I called in to the Cell C Call Centre to, inquire how this is possible since i did receive a contract bill for calls made during September 2018, at which point i was using the handset J7 with the provided IMEI and the handset was received from C Surance. I was informed that my complaint will be escalated to the back office. Not even a single phone call for the whole week, was received from Cell C, only an sms/es to inform me that the case has been resolved. 12. After several follow-ups calls to Cell C and receiving the same answer that is "The combination of the IMEI and Cell phone Number were not used together, therefore blacklisting cannot be done." Here are some of the case numbers received from Cell C: 1. ********** 459 2. ********** 378 3. ********** 249 4. ********** 105 13. On the 27th of March 2019, i finally got a message from Cell C with an ITC number. Hence could only start the process of claiming the insurance handset from that date forth. 14. I thought the nightmare was over, but boy was i wrong. 15. After the completed claim forms and requested documentation was submitted, i was informed i CLAIMED AFTER THE MAXIMUM ALLOWED PERIOD! i had to request for them to check the 1st of October 2018 calls, however C Surance referred me back to my service provider Cell C and the dance started again, back and forth Cell C to C Surance. 16. I was later informed that they will send the matter to Hollard Insurance since they are the insurers. 17. Surprise! Surprise! Hollard's answer pathetic at best (***)" Claim was submitted after 30 days of loss hence will not be approved. 18. i complained to Hollard Insurance with the afore-mentioned reason for the delay in claim, that is, an error by their administrators!....complaint: HOL-45602-04 19. At this point Hollard sent me back to C Surance " for further assistance". 20. After a couple of weeks of silence C Surance emailed me :"Trust you well, Please be advised that a final response has been sent to Hollard. 21. The nightmare continues!!!