Customer complain

Good evening I letta nkolela purchase a cellphone at game festival mall and insured it On the 24 May my phone was ****** and I went to game to report it and send all the requirements document , first the was know one to communicate with I had to call them how far with the claim. One of the agent told me to deposit R300 for access i deposited and the said the will deliver my phone. Since waiting. Then on the 19th of August one agent called and told me to deposit another R300 the said the phone went up I field to understand cause the first time the said its R300 now the need another R300 and I tried to call again and know one is willing to assist I even ask for manager/ supervisor name is Reyard Bartis the said she still busy with another customer, I left my details to call even today still waiting