Complaint

I am very dissapointed with the service received at the Cell C Branch New Park Kimberley. I took out a new contract with insurance I then had an issue with my phone so I took it into the above branch. This was about 2 months ago , I was advised to pay an excess fee which I did. This has lead to excuse after excuse such as they cant repair the phone so they will give me a new phone and then they said the payment is not reflecting of which I sent the proof of payment still no luck. How can I pay for somthing I dont have ? Please assidt urgently. Faranaaz