Cellphone delivery

In April 2014 I reported my cellphone lost and claimed from my insurance. An agent by the name of Mpho Mahlatsi called me and told me that I needed to pay an acsess. I aked her to drop me an email with the bank details since I was driving, and she promised to do so. months went by and I never received that email. In August 2015, I then called Finrite to make a follow up, that's when Mpho emailed me the bank details. A week or so later, I transferred the money and emailed her the proof of payment. She never came back to me. A month later, I received a call from a lady called Mahlatsi Mphaki, who told me the 9320 has been discontinued so they would give another phone. I told her I had no problem with that, as long as that phone would be for the same value that my phone was insured for. I even went on and suggested a blackberry Z3, which was worth the same value, and she said she would check and come back to me. it is now 2016, and I still have not received any phone from the insurance, yet they are debiting every month for my cell phone insurance premium.