Telkom insurance is a ****!!

It has been almost 5 weeks since Telkom insurance took my phone in for a screen repair. I was sent an sms on the 12th May 2020, prompting me to pay an excess fee so that my device would be released, however, I have not been sent banking details nor have I been sent how much the excess fee is and today is the 25th of May 2020.

I called and spoke to Masego Matlogane on 16th May 2020 & Mbali who put me on hold and then hung up on me. I spoke to Lakeisha Yansen on the 18th May, Lebogang Nkotane on the 19th May, Nonkululeko on the 21st May. all these consultants had no clue what was happening with my claim. I asked to speak to the supervisor Faletsa on different occasions but I am always told she is on lunch or on another call. she has not even made an effort to call me back. I sent her and complaints an email addressing my issues to no avail.

This morning, 25th May 2020 I spoke to Sibongile from the Telkom insurance, and she told me that my insurance account had been cancelled due to unpaid premiums. I told her this was news to me and called Telkom mobile to investigate. I spoke to Tshepiso, who logged a case for me regarding this unsanctioned cancellation.

Now I am dealing with a "cancelled" insurance policy that I did not authorise but still paying for and a phone that has been gone for over a month that I am also still paying for. Worst customer service experience ever!