Cellphone Insurance

Since I was a kid at home we have used Edgars/Edcon stores and the experience has been for the most part pleasant. I took out cellphone insurance through someone else's account as I don't have an account with them anymore (I'm bad with credit) Said phone packed up late last month, it just stopped working, it did not fall or anything like that. I take it pack to be repaired and firstly the guy we spoke to did not know how to help us and almost sent us away, I asked for a manager and we were helped. The manager told us it shouldn't take over 3 weeks for the process. so last week, we hear nothing from Edgars and I decide to call and find out if all is still in order. I am told that Fin Rite is waiting for more info from me and I have not provided it. I tell them nobody told me anything so I didn't know there was more info needed. I am told I should have submitted the info the previous week but neither me nor the account holder were told about this. At Fin Rite I am told the store should have informed me and at the store I am told Fin Rite should have informed me. I give the info and they say it will take another week, I ask if they can speed up the process as I use the number for work and my business, they say no they cannot, I am advised to email the managers, I email the managers Shaun, Lebogang, Ayanda and Reitumetsi and I got no response. I follow up the last week, I am told to wait 7 working days, I ask to speak to a manager they are in a meeting (same response I got the previous week). I tell them I will wait, they tell me they are on a call, I wait then Reitumetsi eventually comes to the phone, she reassures me she will assist me in the matter and it should not take that long. I received nothing from her until last Tuesday Good day Mr Mbava Thank you for bringing the below to our attention and please accept our apologies for late response. Please be advised we will investigate on the delay and revert back to you soonest. Once again please accept our sincere apologies on the inconvenience caused. Trust you find the above in order. Then this morning I received another email from her stating that they could not repair the phone and are giving me credit to get another phone, there is an excessi will need to pay and please accept my sincere apology. I email her back explaining I am not happy and I do not accept the apology. I decide to call and explain why I am unhappy ans why I do not accept the apology, she has been in a meeting and on the phone ever since.