Bad service claim

Good Day My is Thembile Tiso. I bought a phone at a Telkom store September 2019. The assistant at advised me to take an insurance policy with Finrite Telkom Insurance. November 2019 I lost the phone claimed from the insurance, paid R3489 excess fee and emailed all the documents they asked for. I never received a tracking number as I was promised on their last email. I went to the store, I was told they cannot help me, I must call Finrite. It is now February 2020 I haven't received my phone and I'm paying for a device I do not habe. I call the call centre everyday nobody is picking, their mailbox is full. There is no communication about where the phone is and when I am getting it. I'm taking legal action for this company. I have had it with their services it is totally bad. I would advise others to never take a phone with telkom or even take insurance policy with Finrite.