19 months and still going without my cell phone😭

I lodged a cellphone repairs claim with finrite via Jet Wonderpark in March 2020 before lockdown. In May I went to check on the progress of the claim as I had not received any communication from Finrite or Jet. When I got there my phone was not fixed and I then left it at the store. A call was made to Finrite and I was then promised that it will collected from the store and booked in for repairs and I shall be updated on the progress. On the 26th of June 2021 I got a call from one of the consultants asking me questions about the claim not updating me about the progress of the claim as I was expecting. The lady then promised me that she'll ensure that the phone is collected from the store and I shall be updated. To cut a long story short yesterday 06 October 2021 I went to the store to check if my phone was back... Guess what MY PHONE Is STILL IN THE STORE AND WAS NEVER COLLECTED AS PROMISED. It's been 1 year 7 months since I made a claim😥. Yesterday I called Finrite and spoke to 3 different people who were unable to account for the phone not being collected and they refused to let me speak to their senior. I have been paying for the insurance for the past 5 years without fail and this is the thanks I get. I made it clear that I longer want that phone, I want a new Phone and up until now I have not received any call whatsoever from Finrite or Jet Wonderpark.