Useless service when it comes to communicating

Good morning what you going to read is shocking

My phone fell Last year November I sent it in and waited intill december where they told me the incedent date is not on I then filled in claim form again and Sent it in only to get feed back in january that I must pay my exess fee. I then paid it and found out that the phone is already back at the store not fixed they then Sent it back in and cellc repair sent it back in Feb and said it failed to get payment to fix the phone. I pay every month and still the are so useless very dissapointed..