Finrite stole my money and now also my phone

Early November I booked in my iPhone 6s for repairs at Telkom in Cresta. I was told that I will have the phone back within 2 - 3 weeks. After 2 weeks I went to Telkom and asked where the phone is in the process and why I haven't gotten any feedback from Finrite or Telkom regarding this matter. Telkom showed me e-mails from Finrite saying that I did not have insurance for the device that I booked in. I phoned Finrite (after days of trying to get through to them) and produced the policy number after which they then confirmed I did indeed have insurance on the device. After several visits to the Telkom branch in Cresta and many many many calls to Finite (when they actually bothered to answer the phone) NOTHING has been done. At the end of December I phoned again and was told that their is something wrong with the IME code and that it doesn't match. I was then told that I would receive an e-mail at the beginning of January that I need to take to Telkom Cresta. I asked for the matter to be escalated as I was leaving the country on the 17th of January. Today is the 26th of January, I have not received any e-mail, I have no idea where the phone is, I am STILL paying for insurance, I don't have a phone and now I have to sort this problem out from abroad. PLEASE HELP ME! This is absolutely disgusting. It has been nearly three months! No one knows where the phone is? Can it be fixed? Will it be replaced? Why am I paying religiously for four years for a company that doesn't care. Disgusting!