CellC is taking me for a ride!

I opened a contract for a Huawei P10 lite in November 2017 and a few months later around February 2018 I sent it in for repairs as I had taken out insurance as well. I booked it in at the N1 City store where I took out the contract. On the day the store advisor asked if I had insurance and I said yes. He let me sign a booking in form but insurance was mentioned again. He told me about a 6 week waiting period that I did not mind at all as the damage was my fault. When 6 weeks passed I called cellsure just to make sure that my claim was successful as I did not hear anything from them. They told me no claim was done on my account. I received an SMS letting me know my phone is ready for collection. When I get to the store they confirm that no claim was done and they cannot find my phone. I immediately stopped making the payments as I am paying for a phone and insurance that I don't have. It is October 2018 and I still don't have my phone. They have thrown my account to debt collectors but have not attempted to sort my issue out. I want my phone, my contract reinstated and I want an apology as I was a good payer OR I want this contract removed from my name!