No phone

On the 15th October 2020 I arrived at Telkom store cavendish to book in my huawei P30lite for repairs as I had a broken screen it was confirmed it would be covered. I filled a form and left them got called an hour later to come in as the page went missing. I went back same day and the following week of the 19th October 2020 I got a call to say my phone has returned to the branch not repaired. I then had to return which I did the same day 19th October 2020 to sign again and have them send it off. Friday the 30th I received an sms to pay my excess so they can proceed to repair, I’ve got the money however I’ve got no amount advised to pay and no bank details. Since Friday I’ve been calling finrites call center ive emailed and yet to still receive a response. Last week I went to lay a complaint as the longer I take to pay the longer it would take to receive my phone. So I’m in store waiting to speak to a manager which I’ve requested. And finally after a couple of minutes the same consultant I sent to get me a manager comes back and says his manager asks for my number she will try and sort it out. The pathetic service from a manager itself Shameema Taliep who would not even take a minute to attend to a customer. That was just pure bad customer service but nothing unexpected coming from Telkom unfortunately in my experience. I cannot believe I’m fighting a company to give them money. Turns out the manager eventually came out upon my persistence and told me they no longer with finrite they changed insurance companies and due to that I’m not the only one with this problem. So mean while because Telkom has a lot of clients stuck with no phones but still have to pay a device fee based on their choice of changing insurance companies without advising their clients either. Clients just need to smile with no phone and continue to pay their bill?

If this matter is not attended to immediately I will be taking the matter to the ombudsman.