Most appalling service from Csurance!!!

Three weeks ago I left my cellphone at a cell c store to be booked in for repairs since the screen had accidentally cracked after my handset fell at work. I went to the Cell C store in Galleria Mall and I I was advised that they couldn't book the phone since the details were never updated on the system by csurance. I was also advised by the store consultants that I was going to wait for 2 months before getting any feedback from csurance. I called csurance and the agent advised me that he had updated the details, I must take the phone to the store and they will arrange for a pick up since the store will not be able to book in the phone for me as it was not ordered from cell c. I took the phone to Cell C in Umlazi Mega City and the phone has been there for the last 3 weeks. I've called Csurance three times since and no one is assisting they keep asking for a ticket number which I do not have as the store was unable to book the phone for me. Today I spoke to a Mdikane Nonatolo who was also highly unhelpful and her supervisor refused to speak to me, I waited until the agent dropped my call.