WORSE SERVICE EVER

I have bought a cellphone on 19 May 2018, and have taken out insurance for it which is administrered by finrite. Towards the end of October I notified Foschini (Golden Acre Store) that my phone is damaged, I was advised that I need to completed some documents first, then I will get an sms that will advise me if I should bring the device to the store or not. Shortly after that I received an sms. I brought the phone on 1 November 2018 which was on a Thursday, the person who assisted me assured me that it wont take long, it will probably be ready by the following week tuesday(6 Nobember 2018), He explained that the phone will be sent away for repairs and when i need to do follow up I must call finrite on ********** .

I started calling finrite on 5 November, and the call centre agent that i spoke to could ot advise whether the phone was being repaired or not, I called again, I was advised that there are emails between store management and finrite, communication about a waybill number and a parcel that is delaying due to this, but still i was confused because at this stage I did not know what was happening with my phone.

I decided to walk in the store and enquired from the person who assisted me when submitting the cellphone claim, the date was 8 November 2018, he told me that my phone is still at the store it has not been picked up yet they are still waiting for a waybill number, and that was a week later, and in that period no one bothers to call me to update me on what is happening.

I was livid, I requested to be on the phone, they put me on the phone and I spoke to Wilber who promised to look into the matter.

What I dont understand whenever I visit Golden Acre Foschini, only this one person is assisting and the queues are so long at the cellphone counter, on this particular day 8 Nov, he told me that he was ''off '' earlier in the week he cannot answer as to why my phone was not picked up to be sent for repairs.

I kept on calling Finrite about 3 times a day, but still i am not getting a straight answer, its either a call centre agent will tell me that they cannot see anything under my id number, or they will place me on hold until I run out of airtime.

On Friday when I tried to express how I feel, I was told to send an email to ********** which I did, after sending this email, I kept on checking my inbox, hoping to see an acknowledgement of my email. There was nothing

On Saturday morning I called, I was advised that the people who deal with the repairs are not available, the person I spoke to advised that she will call me on monday to provide feedback, I waited the phone call and there was nothing.

This morning I am receiving an sms that reads as follows " Dear Ms Mfenqe, Your Ram Tracking reference : RC ********** 9-02038. Please contact RAM on ********** 726. I called RAM and I was told that my phone is still at Foschini Golden Acre...... WHY WHY WHY????? What is my phone still doing at Foschini, I sent it on 01 November 2018, Today is 13 November and I still have not been serviced?????

I am losing a lot of things by not having that phone, I need my claim to be dealt with as an exception, I cannot go into a 3rd week without a phone, and I was advised that maximum time that a customer waits is 5 days?

To make things worse, when calling Finrite this morning, I explained to the call centre agent that it would be best if I speak to a team leader or someone from the Complaints Department, this agent was giving me attitude and she raised her voice when talking to me. When placing me on hold she was worked up, and I requested that should I run out of airtime while waiting I need to be contacted back. I was on hold for a very long time, and my airtime ran out, now its hours later, no one has called me back

THIS IS A HORRIBLE SERVICE I AM GETTING FROM THE FOSCHINI GROUP AND FINRITE, I WILL NEVER EVER DO BUSINESS WITH THEM AGAIN