Cellphone repair and to receive a new phone.

I am getting quite frustrated and annoyed by the responses I keep getting from this organisation. I sent my cellphone in for repairs though Edgars Sandton of which I insured on my personal account. I sent it through on the 27/03/2020 which I understand it was the start of lock down and I understood I would get it later once lockdown has been eased. I receieved sms's about the repair of which when I sent teh email it bounced back and the cell number has never worked. I decided to google teh company and follow up on what s going on. I was first assisted by Jade who was able to give me banking details to pay the excess fee of which I then paid on teh 26/06/2020. Again I got no communication I am following up with the progress of my cellphone repair on the 13/07/2020 of again I was put on hold whilst still trying to find out what is happening to my cellphone repair. After a 20-30 minutes of waiting I am told to call on Friday 17/07/2020 to follow up then after the call sms's came thorugh adving that I needed to pay the excess fee again and that it was only then going into repairs which I find ridiculous. Then again, I decided to give leeway and called the following week and was told that it has been repaired and should be able to collect it from the Edgars branch in 3-5 days. I waited and waited and nothing. Dudu from Edgars was the only one who was able to contact me and find out if I had received my phone and the status of the repair. On the 07/08/2020 I spoke to Luzuko who gave me a reference number and was told that I have to get a new phone all of a sudden but I was told it would be received as it was done from repairs from the other consultant. Like I'm just tired of the stories and just want my phone back and or my new phone and I am really tired of the back and forth and them not knowing how to follow up with clients. Can they advise when I will be receiving a phone its been 3 months now and will be going to 4 months and still can't get a phone, reallY?????