Poor Customer service

I insured my phone with finrite, I then lost my phone (Samsung Galaxy A 20) and claimed it, they asked for an access fee of which I paid thereafter they said my phone is now expensive they will replace it with Samsung Galaxy A 10 and they further said they do have it(A 20) in stock but if I want it I should deposit R600 to get it so I ddnt wanna downgrade I opted for Samsung A 11. They said I should deposit R800 to get that A11. I received a phone within a 3 days of depositing that money. After a day the phone couldn't charge I called them to tell them about the the problem they promised to send a courior company to collect it before they could even come collect it the phone started to charge after a day it went off completely. I called and reported, they sent RAM to collect the phone now its been 3 weeks since they took my phone, I dnt get any smgs nor calls from them. I'm the one who always call to make a fellow up but I dnt get answers