Momentum admitted they made a mistake but won’t finalize my claim.

I had a claim rejected for cellphone on the 9/11/2022. I then requested to get my recording of me agreeing to not have my phone covered under portable devices due. After back and forth of me asking for my recording with an agent named Nomlando Makhoba from the 23/11/2022 around the 15th of December my issue was escalated to the Team Lead Nomathemba Shezi, she was great at assisting me to find my recording and she and her manager confirmed that I was given incorrect information on the 21/02/2022 by Mavis Khonziwe as a result they will take the blame and I can proceed with my claim, and she directed me to the claims department, and it has been a nightmare to claim ever since, everytime I need to explain this and then the agents never come back, Koketso ramoshaba said I must send an e-mail with her manager Victoria van Zyl, and there is still no reaponse.

I pay R2200 every month and I can’t get a single decent agent to take care of my claim due to a mistake on Momentum’s side, I have been patient for 3 months and this is my last resort before I cancel my policy and look for alternatives