Faeces Treatment by your Manager

I purchased a cellphone in 2016 from Edgars. Prior to the finalisation of the said purchase I was advised by the sales lady that assisted me to take out an insurance as well for the phone. Insurance company used by Edgars ( Hollard FinRite) I was to pay the monthly premium of R100. So I agreed to the offer, so the process commenced I was informed about the terms and policy regulations of FinRite. On completion I received an enrolment receipt and I was sent on my way with the reassurance that my phone was insured, and monthly debits will be made from my account since Edgars had my credentials. One year down the line my phone gives me problems I took the phone back to Edgars, I was given a claim form to fill out and my phone was booked in ( or so I thought.) before I left the store I was told to leave my sim card because the insurance would need it according to Edgars policy if I didn't my phone wouldn't be repaired but that id receive an sms with a reference number that my phone was booked in, ( pathetic really how was this going to happen). Two weeks pass no correspondence from Edgars regarding my claim. I took the initiative to call found a guy called Gift who works at the mobile department who informs me that my phone hasn't been booked because Edgars doesnt have any documentation to lodge my claim, THEY DONT HAVE MY ENROLMENT FORM OR PHONE CREDENTIALS could I please assist Edgars by providing copies. Now how in the hell can you not have even the form that I filled out for the insurance claim in your store for you to submit to FinRite? I was beyond disgusted and baffled by the extent of poor professionalism and pathetic incompetence. So I provide the documents, to my surprise another two weeks go by I receive a call from FinRite that my claim cannot be processed because there was an error from Edgars side and since I bought this phone they failed to update their system and to submit my insurance enrollment form since 2016, therefore I have been misled by Edgars that my phone was insured, and I have to pay from my pocket. Now how is this my problem that Edgars failed to do their job and yet still took my money. I demanded to speak to the department manager (Dineo) who didnt eben acknowledge my presence or the fact that I needed answers as to how and why Edgars intentionally and deliberately misled me and why they refuse to take responsibility for this incompetence, her response was ( "Well just pay FinRite if you want your phone,whether we failed to submit your insurance enrollment you want your phone fixed foot the bill. R100 a month looking at you does seem steep anyway, we did you a favour" Dineo humiliated me in front of her colleagues and subordinates in public she belittled my professional, personal, financial and self respect. I want Edgars to take responsibility for this. I told her that I will take this further and she didn't care she even went as far as giving me her names and surname to reference. Bottom line I insured my phone and I want it fixed, Edgars didnt submit my paper work since 2016, I want explanations and answers. I don't know how you employed such an individual placed her in a managerial position where she feels its correct and proper to humiliate customers infront of her subordinates. To display an image of Edgars flashing her badge in my face that Yes her behaviour is the ultimate reflection of the Vision and Mission of Edgars, that even with the Customer Protection Act and its explicit regulations being on my side, Your employee still feels the need to insult me, Ive been a valuable customer to your store for years ive spent thousands in your store, her existence in your store is dependent on my sledging in your store. I am disgusted and utterly disappointed. I am taking this matter further. I want my insurance error done on your part to be resolved and I want an apology by your management effective immediately.