EXCESS PAID. NOT ACKNOWLEDGED

I sent my phone in for repairs exactly 3 weeks ago. I paid the excess on the same day. I was told that my phone will take upto 21 days to be repaired. This is the complete opposite of what is stated on the form. Last monday someone from cell c calls me to say that my phone has been lying there for 13 days because they have not received payment for the repair. I then called FINRITE and they say my excess has not been received. I HELD FOR LIKE 40 minutes before even getting through to someone. When I finally got through, The agent says the proof of payment for excess has been received 3 times and has not been loaded ( NOT MY FAULT). She then went on to say that I have to wait an additional 21 days for my phone to be repaired. When I asked her whos fault it is she says she doesnt know anything! I must say that this is pathetic. This is not the first time I have this problem with finrite. Always quick to debit you for your insurance but can never stick to their side of the contract of actually repairing your phone on time. I WILL NOT WAIT ANOTHER 21 DAYS. if my query is not sorted out asap. I will report this to the insurance ombudsman.