Finrite helpless customer

Good day

I need assistance with this company. I claimed for my lost phone on the 10th of August 2021 and the claim was successful and they asked me to pay an access fee of R400 and they are still debiting premium for the phone that I don’t have. Everytime when I call them they give me different stories. To date I’m still waiting in the blank , not sure whether I have been ********** and should count my looses and move on