POOR SERVICE

I bought a cell a Tablet from Markham at Bellville Middestad Mall and app**** for cellphone insurance at Finrite. Two months after I bought it I was ****** on my way from Bellville travelling by a train. I reported the phone to the Police station within 24 hours and blacklist the cellphone at Mtn and was given a ITC Reference number and made a statement/affidavit. Then the following day I went to Markham Century city to report the incident I was then transferred to Fashion Express to report it as the guy who is doing claims was not available at Markham. I signed the insurance claim form and left I was told to wait for 3 days they will call me.I never received any feedback from them until i follow up after a week I was surprised when the lady working on claims told me that the IMEI number doesn't correspond with the details they captured in their system so they won't be able to help me. How is that POSSIBLE????? The only Tablet I have is for Markham and I NEVER have a tablet before, can someone please help. T his is bad service