Illegal business practices claim CLM4203908

In July 2020 my mom lost her phone and we submitted a claim to Cellsure. Cellsure initially refused to process the claim because it would cost them money to replace Samsung Galaxy S8 with Samsung Galaxy S20. I fought with them eventually they approved the claim but we had to pay extra R5000 not in excess but to get the S20, Cellsure rules and regulations says a client will get a replacement of the latest phone model that's currently in the market. It does not say that you will pay excess plus the difference between your old phone and new phone. They made us pay excess ampunt and the difference between S8 and S20 retail price. In December 2020, the week of Christmas we travelled to our other house in another province and discovered that my dad had accidentally took the phone with him when he packed items to take with our other home. On Monday 4th, January 2021 my mum called vodacom customer care to un-blacklist the handset as it was recovered. An agent forwarded forms to complete which my mum did and emailed back to [email protected] as instructed together with a copy of her ID, my Id copy as I'm responsible for managing her affairs and a letter explaining what happened and that I am the contact person. On 6 January 2020 a girl named Abigail sent this email "Good day, Kindly note that there are no unblacklisting documents attached.PLease resend.Regards, Abigail. We resent the documents and also forwarded her the original email with time stamp and attachments. We also sent her an additional email as follows 'Abigail see email below. The documents were attached. Kindly do a thorough check before making any unfounded statements. You've also wasted an entire day for me that you were supposed to have used to process this request. That means you'll have to ensure that instead of 48 hours turnaround time you're going to process this in 24 hrs. You have today left to do it. On 7 January 2020 we sent follow up email to get progress updates. We also called vodacom customer care who informed me that it takes 7 days for the phone to be unblacklisted. On 7 January 2020 at 16h14 Abigail sent this email "Good day, Kindly note that we cannot unbladst with imei 358957080527327 as it was replaced by Insurance.Please take that handset to the Vodacom store where the claim was processed.Regards, Abigail" my mum responded to her "Abigail, What must I do at the store where the claim was processed? I've requested you to be thorough in your dealings with customers in the previous email but you continue with your poor customer service. I'll ask you again...what's the purpose of going to the store where the claim was processed? Why can't you unblock from blacklisting? because we had insurance cover for it and we should lose items that are still in mint condition when recovered? I paid extra R4000 for the insurance to issue a new phone not as excess but additional money, in total I spent more than R5000. Get your unit head to contact right away. 076 040 3720" reference: EC-168U-28M7MK Un-blacklisting a handset for Maserumula M.M, contact number 082 333 4842. I am not going to go to the store I am 72 years old going 9n 73, it's my money that I worked hard for. The insurance I pay monthly and this the insurance did not give me a free handset. In top of that the added penalties for replacing Samsung Galaxy S8 with Samsung Galaxy S20 just because it was not a cost they wanted to carry. Vodacom will unblacklist the handset before the end of this week. Claim CLM4203908