3months and still awaiting Claim to be paid out

Good Day

i signed up for 2 Contract phones for me and my husband with Cell C in Rosebank mall (Cell C shop) which we were assistant by Tanisha who is the store Manager this was last year 05/05/2017. From the purchase to the setting up of our phones. we called her that we need to take up insurance for the phones as well and she assisted with that as well. This year unfortunately both our phones where ****** however on different dates. my husband went and to the shop and was assisted by Tanisha to claim and the following month might got ****** and i called her and she said since they are both under my name she will handle it submit for both at the sometime. she then sent me forms to complete and did the rest for us even offered to do the affidavit for me as i couldn't get away from work. she then submitted everything to Cell-c C Surance which is the Hollard insurance. this claim was submitted 3 months ago and we are still awaiting feedback from them however they are busy debiting my account for both contract phones and insurance. I've called so many times and they would keep you on hold for couple of minutes (10-15 minutes) which is my air time wasted. i've sent countless emails. Tanisha informed that she has also tried to follow up with them but we haven't heard anything from them mean while the are busy debiting my account which is not fair and its a *******. that is not good costumer services.

i would like to get feedback from them ASAP regarding this matter as my account is still being debited.