Messed around since 23 November 2015

My iPhone was accidentally dropped in water at my daughter's wedding in October. I checked with Autopage and they advised me that my insurance package covers water damage but that my excess would be steep. I took my phone into the Sandton City Autopage shop on 23-Nov 2015 and completed claim forms etc. I was assured by Kevin that, as the phone had been in water for more than a few minutes, there was no point in trying to have it repaired and that he would personally replace my phone from his retail stock within a week. I am STILL struggling to have my phone replaced and Kevin doesn't return any calls or emails. I have gone into the shop on more than one occasion but Kevin is never in-store and no-one else seems able to assist me. When I followed up again today for the ~nth time I was told by an employee that the Sandton City store is closing down on 1st or 2nd of March! How can this conduct be ethical?