send to pillar from post

on the 02nd November I took my phone for repairs at Edgars Tzaneen and up to now I cant get the concrete answer as to what is happening with my claim.i went to Edgars several times and the sales lady gave me wrong information that the insurance wants a detailed description of what happenend to the phone,after a few weeks I got a different story that the insurance doesn't have the claim documents from the shop.the service is really bad for someone who never defaulted her monthly installment and paying from my insurance every month but when I need the service of what ive been paying for iam send from pillar to post.yesterday the 11th December I went again to the shop to check on my phone and the sales lady told me that according to what is on the system the claim in invalid .now I don't know what to do I am left with a frustration of my phone not working but on the other hand I am paying my insurance the only thing I want now is to clear y outstanding debt and cancel the account with Edgars as they have bad treatment to the clients