Unsatisfactory service

I took out my phone contract during lockdown and during my application I explained to the agent that I would like to take out insurance as well. I was informed that I can only take out insurance once I have received the phone which I was okay with. I received my phone on 17 April and I phone the phoned the call centre to try take out the insurance the lady that assisted me said I can contact the insurer directly and I tried doing so but there was automated response saying they are closed due to lockdown and I been trying to phone them ever since.

I then decided to go into the store they told me that the 7 days had passed which I was supposed to take the insurance within and I was never informed of that and even if I was informed there was no way I couldn’t have taken it since both the store and insurer were closed.

Telkom at The Pavilion sent an email to insurer to allow them to assist me with taking up the insurance but they have not received any feedback they then said I need to do follow up with the insurer as well which I have tried but they could not assist me or even try to hear me. Now I honestly do not know who to talk to as no one is willing to assist.

I really would like to Telkom to look into this.

Regards Thabisile