cannot get a replacement phone

I submitted my insurance claim on the 10 April 2016, did not get a response until I threw tentrums on saturday the 16th April 2016. On monday they advised that i have been approved for a samsung galaxy grand prime so i can go to the store to collect, when I got to the store they said I cant get the phone because its third party even though the phone is available in store. So they are are saying i should look for any other phone but i wanted that one. Long story short, I am still without a phone, they are saying I must pay the difference of the approved phone if i want it. I agreed to pay the difference as unhappy as i was now they are saying their system for order packages is not working. So I will still be phoneless, thanks to finrite and their supervisor who doesn't care about the costs that i am incurring through out this process, all he cares about is for me to pay