Poor repair service

On the 3rd of January 2020 we handed in a faulty for repairs which has insurance. All relevant documents was completed and 3 days later they contacted us that they provided us with the wrong IMEI number and that we have to come in to the Cape Gate branch to complete the insurance claim form again. They told us that it will take about 14 days for the repairs to be done. On the 29th of January 2020 we went to the branch to find out why is the repairs of the phone taking so long and we where not advised yet what the excess fee is. At the branch they gave me an email from the repair agent to advice me that we need to pay R376,50 excess for the phone to be repaired. The eft payment with the reference they gave was used to do the payment. The next morning i contacted the repairs agent and spoke to Terkisha to confirm that they received the monies. After a few minutes i was told that Judah has provided me with the wrong reference number, but luckily i added the cellphone number for the faulty phone. I told them that they need to sort out the payment problem asap. On the 31st of January 2020 i phoned again the repair agent and spoke Matshediso whom advised me that they still need to sort out the payment problem. I then phoned them again on the 3rd of February 2020 and spoke to Matshediso again. I then demanded to speak to Judah to get this repairs claim sorted out. He advised me that he will make it his priority to get it finalised. After waiting some time i contacted them again on the 6th of February 2020 and spoke to Romeo and he told me that the excess fee is R300 and that i will be refunded the R76,50 within 14 days and now we need to wait another 14 days for the repairs to be done.

I really think that the service i received was very bad and i really want the cellphone device to be exchanged and not repaired due to the fact that it has now take longer than 30 days. I need answers asap.