unsattisfied client due to poor service

i purchased a cellphone on my edgars account on the 7/10/2015 and i took in for repairs on the 26/12/2015 due to the fact that it refused to come on and froze when it was on, phone never fell of had any damaged. i was told that it would take about 2 - 3 weeks and after numerous phone calls and driving up and down i was told that my phone was ekurleni on the 16/01 by the insurance (hollard) but later that day i received a phone call from nonesi mall saying that my phone was there, which i did not understand. So i drove through to fetch it but i returned it again on the 17/01/2016 as it was only working for 30 min and then died again. They instructed me to phone the the next Friday, which i did and then they told me that the phone was still with the coerier service. on Sunday 24/01/2016 we received an sms saying the claim was approved and we had to go into the store with documentation. we then went in just to find that they could not help us as the insurance people were closed but they would phone them today and get but to us, which they did not do so i called them and then they claimed that the sms was send wrongfully and they are busy with the phone.