Bad service and *********** staff members

I purchased a phone 2010 at Game South Gate and I was offered an insurance from Hallard. 19 years later I claimed for a lost phone on the 24th of June 2019 and first I was told my policy had lapsed. I told the agent to give her supervisor the phone as I don’t understand how that could be the case and was I not informed? The guy tried to give a story and I said I will send my bank statement and they must provide the months that I missed. He quickly said no the policy is fine it was an incorrect ID number. Which also took 30 minutes of my time after I had to wait for my call to be taken. I was told my claim will take 24hours and I will be contacted and they failed to do that. 24hours later I called again and I was told that it will be done by 15:00 and I called at 15:30 and was told it was not ready and I told her to escalate it because I don’t understand why they are delaying and not communicating? The lady placed me hold and come back and told me to go pay for the access as she sorted it out. Friday morning I spoke to a guy as the payment was not concluding on my cellphone/internet banking and he advised to go to the bank and I payed and sent the document (POP) I call again and I was told the POP was received and I can go to Game Cresta to collect and I still asked if I will be helped at 16:30 because I finish working at 16:00 and I was told yes because they close at 17:00. I got to the store and found a lot of complaints about the insurance and I took my personal phone and called in because I was told they have not been taking calls. This was at 16:30 and the agent named Babygirl processed our claim and said she will send an email to the store. At 16:45 I called again and told me that the system has collapsed and absolutely nothing can be done for me. I told her to hand me over to her supervisor and she placed me on hold until 16:55 and came back and said “again mama the is nothing I can do to help you “ I stressed the fact that I want her supervisor and she placed me on hold again. Her supervisor Boitumelo took over at 16:59 and the first thing she also said was we are leaving now and we can not help you. I asked for her manager and she said everyone has left we can try to assist you tomorrow or Monday. Moral of the story is that I want to be refunded and for my 19 year old policy to be cancelled. You have hired uns****ed people that can’t even deal with an escalation or an irate customer. I have never missed a premium which shocks me now when I claim and get treated so badly. I don’t want a phone or any policy with Finrite, Hollard or even Game store. I feel ****med