Telkom damage report

After a lightning strike on 3 November we lost internet connection. Fault logged ***4. Attended to by Moses on 9 November who confirmed that the telkom Billion Router was struck by lightning and will have to be replaced. We visited Telkom Mall of the south where a new router was bought for R999.00. The old router was taken with into store as advised by Moses and setting loaded on the new one. The router was installed together with a LAN to USB as the LAN card as this was also damaged by the lightning strike. Santam now needs a damage report from Telkom in order to claim the item. I phoned Telkom on 27 November requesting this on the above fault nr just to be told that the fault was closed already so a new fault was logged requesting that Telkom supply the damage report. Second fault nr being ***6. When phoning AGAIN to query fault nr ***6 it was also closed with a note that the fault nrs must be supp**** to the insurance. I again explained that the insurer needs a physical damage report!! Was then told to email the request to *** because the call center or branch cannot help with this.

The first email to esccentre was sent on 30.11.2020 and an automated response was received that the query was received and will be attended to.

A second Email was sent to esccentre on 2.12.2020 with the same automated response received until today 7.12.2020 no feedback is forthcoming. I phoned 10210 again at 7.30 today and the call center agent informed me that there is no way to contact the escalation center by phone and i should email. She then advised that the router should be taken to the store to have it checked!! So now they want me to start again at the store!!!! All relevant info supp**** on 2fault nrs and 2 emails to the escalation center!!!!! Can it be so difficult to get the feedback from the technician Moses who attended to the original fault ***4 on 9 November??? this must the the most non-existant service ever!! one star review given as a no star was not an option!!!!!