Pathetic service

Claimed for insurance since 20 Sep 19', phoned on the 9th Oct to enquire about my cellphone since it went for repairs, I was told to pay R500 excess fee which I paid, then got a call on the 23rd Oct to say I have to pay an additional R500 they made a mistake, of which I paid though I wasn't happy about it, today is the 5th Nov and I haven't received my phone but was told I will receive it in 5 working days after paying the additional fee, I'm really disappointed, they don't call and when I call them they tell me I'm not supposed to call them, I should be getting feedback from the store I claimed with. I regret the day I signed up for this insurance with Edcon/Finrite