Still waiting on problem to be solved

HI, I am still waiting on complaint to be solved with regards to my grandmother's ****** cellphone claim.<br> <br> I was contacted by the call center agent, who advised that they have informed their consultants about the insurance terms and conditions, to prevent any future confusion. My grandmother is still traumatised about the break in and even more about the fact that she cannot offered to pay R400 excess on a phone worth R500!!! I am still waiting on how my grandmother will be compensated. She is currently still paying for the phone which she does not have. It does not even make sense, she had to pay R400 excess for a R500 phone, and still pay the monthly Fashion Express instalments. <br> <br> Why must she still pay dutifully and she doesn't even have a phone? She is also still paying interest on a phone that she does not have??? When will this matter be solved? Please call me on *** or ***.<br> <br> Please contact me as soon as possible.<br> <br> <br>