very Un happy

I went for a cell phone repair assisted by Neo with the application on the 11th of November who told me it will take 3-4 weeks ,on the 30th I went to check progress and was assisted by Masego who told me there was no progress as yet and they will do follow up,I then contacted the store and they told me they are still busy with the phone and even if they were finished they cant move one phone from Johannesburg to Bloemfontein,second week of December I went to the store to my surprise I get so many stories that my application does not exist ,my account is overdue,the account does not belong to me and that insurance wont pay because the account is overdue even though I pay the insurance every month he said its terms and conditions ,conditions which nobody explained to me during application,the guy told me to bring proof of the insurance he made copies and then said Im not going to wait for long I will get my phone so yesterday I called the store and to my surprise im not getting my phone have to wait for 7 days.im very angry this is just bad customer service.