Bad customer service

Good day

On the 4th Oct I lost my mobile phone I went to Edgar's to get assistance on making a claim .I called Holland policy to make a claim Ref SC 042567 I received sms states they are busy assessing my claim since the nothing was sent to me .On the 7th I called Holland enquiring about the claim I was told my claim has been put on hold since they didn't get any payments for policy , I didn't understand how cause I paid Edgar's on the 29th Sept I never skipped payment .

Worse the was no communication that my claim is still pending . I went to Edgar's very same day I was put through a call from customer service head office were I spoke to Brendon who told me that there is nothing he can do cause system will take more day to update I asked him why do I have to suffer for their system while i payed earlier and meaning now it will take more days for a claim we're by I don't have a phone.

Then while Brendon was helping me he hanged up on me we keep on calling customer care they told us they knocked off then I asked for store Manger then a gentleman called Makhado came he promised that he will assist me since it's not my fault . I asked for his contact he gave ne he promised to send email on my behalf but unfortunately when I called he first told me he's busy he will attend me later then afterwards he was declined my called I don't even sure he knows what is customer service? Really I regret having account with Edgar's if I'm gonna get such bad service while I'm waiting my money paying the account.

Not sure if it's possible to be returned the money I spend on that policy since I can't get help , really I can't be roobed like this . If not will have to contact ombudsman.