Poor service

I have cell phone insurance at finrite. About four months ago I send my phone for a screen repair. Two weeks went by and I didn't receive any feedback from finrite. Another two weeks went by and no feedback whatsoever. I called them and one of the agents at the call center said that my phone is fixed and already on its way back. I never received the phone so called again just to find out that they gave me the wrong information and confused someone else's claim with mine. They then said that my phone is unrepaireble due to something that's wrong with the software and that someone will call me soon for a new phone and that I should pay a R500 fee. I paid the R500 fee and send them the proof of payment. I confirmed with them that they have received my payment and they did. Months has gone by and i still have not been contacted or received any feedback regarding the new phone.