Negligence

I bought a phone from Africa Mobile 2023 not sure about the month last year 2024 the phone was just blank not working I reported the case the book for repairs I went up and down with the phone because I don't know when did they call me one day we had a sport at school children stole the phone I reported the new case m sure it was may last year till today my case is not handled correct they said I must pay R350 for insurance I paid last year November till now I don't have phone it's me who called them they don't care whether I have or not as long as they get their money