Contract

I took a contract phone with cell c last year in August, and it was my first time taking a contract phone .My phone fell and the screen cracked in February , I took it to the cell c shop and they sent it to the repair centre in Midrand. I was then informed by then called by cell c head office that according to the information they have I don't have insurance for the phone. I went back to cell c told the manager the situation, and he said the lady who assisted me is no longer at Cell C and he informed that he will speak to the regional manager to find a solution to this problem, he later that day informed me that the reason I didn't have insurance is that I did call C-surance myself as that was my responsibility, but I was not told when I took the phone that I need to arrange with C-surance to the insurance activated for my phone. I have been waiting for feedback from the Manager for two weeks now. I have not received any feedback non whatsoever . I requested my phone to be brought back a week ago because he seems not to have escalated my issue to the regional manager . To date I have not received my phone , I have been calling him everyday but I still don't get tangible feedback.