Non existant customer service in parow telkom

After having a contract with telkom for the past 2 years I went into the sanlam centre parow store on the 13th of January 2020 to do my upgrade an heinrico if the paperwork is correct assisted me, when I asked what happens now with my insurance he informed me that I need 2 email them my new IMEI and ask them to update to my new phone and they will change my insurance onto my new phone.

On the 14th January 2020 I emailed them to the email address henrico provided me with listed all my details and asked them to please update my insurance to my new device and advise accordingly I never got a response from them so i called them yesterday only to be told that they do not update unless the phone was replaced an that the person in store was supposed to help me and that there is nothing they can do because its over 7 days they cant help me I must go back to the store.

I went back to the store today 24th January and ofcourse the guy who helped me and a manager nowhere to be seen i spoke to a lady there unfortunately I didn't get her name but her attitude it terrible she tells me there is nothing she can do for me I must contact finrite because they a separate company I asked her why the guy that helped me didnt do it and what am I supposed 2 do if something happens to my phone now an I was told that I must go take insurance somewhere else because they cant help me.

What kind of customer service is this ? They are happy to take ur money with a smile but when they make a mistake then they cant help you and u must go somewhere else this is unacceptable i want it sorted out. Parow branch staff need an attitude adjustment and proper training on customer service which is clearly non existent once they have your money