bad service i had with the c insurance

What terrible experience i am receiving from c-insurance. Not only having to wait for more than 45mins for my calls to be answered. Worse of all having used my cellphone with the different number but i was not asked why was the contract simcard is not in the phone all they have been doing is debiting my money from my account but now they telling me why is the contract simcard is not in my phone.All i want is a new phone or they must give me my money back from day 1 till now. I am very much annoyed and will never ever depend on c-insurance on any other future phones