********* practice by absa idirect!

I reported a claim on 28 Oct 2019 for a ****** cellphone which took forever to be finalised. Today, I call the Call Centre to add a new phone, spoke to Lesedi. She advised that the ****** phone is still on my profile. She also said what was supposed to happen was that they will send them an email to remove my old phone on my profile. So basically I am paying for a phone which I do not have and absa idirect is happy to just get my money for zero! Lesedi asked me to hold on, but decided to put me on hold for eternity without returning. I then called again three times but the phone kept being dropped in my ear. I need to understand why absa idirect is acting in this underhand manner by accepting money which they know very well, they should not be taking! Terrible service!!!!