Pathetic Customer Service

I gave my phone in for repairs as I have an Edgars Cellphone Insurance. The cashier told me it will take 5 days and she will contact me with the progress. After a month we went to the store to find out about the progress as Edgars had failed to get back to me. They tell me that they can not find my documentation and therefore the phone did not go in for fixing. The manager said that he will then get back to me in 3 days and its now been 3 weeks and he had failed to produce. I contacted him and he still has no answers for me. Its going on 3 months that I do not have a cellphone but am paying for the Edgars Cellphone Insurance monthly. The manager has made excuses for the pathetic service that I received from Edgars asking me to understand the challenges that he is facing. I am disgusted with the pathetic service that I have received from the management of Edgars Mall @Reds. It goes to show how unorganised and incapable they are as they lose documentation and do not get back to customer whilst they in the possesion of our belongings.