Complaints about poor service delivery

I have took my phone for repair in January and they send me a message to go collect it, when I went to collect I realized that my phone was not fixed and they took it back for reassessment in January. Ever since I haven't gotten any feedback from them as promised and each time I went there and we call the insurance provider, one of their agents tell me that they wl call me back. I went again today same story a Lady by the name of Mabu Bopapi promised to call me before 17:00 today, but didn't fulfill her promise. I want to know why it took them more than 6 Months to repair a phone that is freezing and still not updating me on anything. I can appreciate if they can return my phone and the amount I have been paying for insurance so I can take it somewhere to be fixed.