SENT IN PHONE FOR REPAIRS/INSURANCE CLAIM

I've taken my Blackberry Q10 in for repairs or insurance claim July '15 after the phone had fallen in the water. After several calls later the saleslady, Slindile, has informed me that the phone was not covered by the insurance as I had an Iphone on insurance. I accepted it, but wanted my phone back. Up till the Blackberry is still not at Princess Crossing. Their tel line was just ringing .On the 9th of November 2015, I was at Princess Crossing store as Iphone was ****** at Clearwater Mall to do an insurance claim. Slindile was assisting me with the claim...... back to the Blackberry Q10. Sitting there she called Autopage to find out about the Blackberry Q10, just to discover that is was SOLD..... NOBODY has given them permission to sell the Blackberry Q10... NOBODY has contacted me to collect the phone. I have called several times to Slindile just to get a reply that the phone is not at Princess Crossing yet..... Autopage said that they would replace the phone for me, but up till now they are STILL looking at the issue..The Iphone5 insurance said that they would replace the Iphone, but with a SONY M5 Aqua.... Why not for an Iphone again? Still waiting for stock for the Sony M5 Aq