Edgars cellphone insurance trash

I made a claim at edgars to get my phone fixed the claim was aproved. A consultant called me and gave me reference number to deposit an excess of R500, i deposited the money n then i waited 7 days for my phone to be fixed. I went back to check there was no phone. I called the insurance and they told me its not showing on their system that was two months ago bt they recieved proof of payment and they found out i was given a wrong ref number ever since then they are stil fixing dat error for two months and my phone is still with them i dont know how to persue this Peter plz help.