Worst service

Hello Beginning first week of May 2018, I took my phone to the nearest TFG store in the vaal for repair. I was told that I will receive an sms from finrite to confirm that the received the phone or something like that. After few weeks passing without any sms nor email I contacted the Insurance to find out if they received the phone... The consultant said yes n the phone is with the IT department they waiting for reports from them... And month of June contacted the Insurance again and received the same pariot response from another consultant that phone is with the IT department they waiting for report... Called again within 2 days another consultant told me that my phone is still at the store n she's organising the Ram courier to go n collect it.... But I phoned last week to find out the status of my phone... It seems like my phone is lost...please any further help.