Pathetic service

I had a contract with Cell C and also took insurance with it. So i sold my phone last year Jan and I did a claim and I payed R700 as my payment was behind. And I was told that I need to pay R1000 to get the handset I wanted as it was more than my claim. So i told them I will pay the money as soon as I have it. Now that I had the money I was told that my claim has expired of which no one told me that I should pay within a certain time. So I call them all the time making me hold for 15 mins or more or sometimes when they answer they transfer from 1 person to another and end up hanging up the phone, they also promise to call back but they don't. All I want is my headset or my money back.