Poor service, not paying out a valid claim

I made a claim to have my phone fixed or replaced in on the 22nd of Feb 2019, following "Finrite" collecting my phone and confirming that the phone cannot be fixed but only replaced, I paid my excess amount of R235.00 including a top up amount of R700.00 for a new phone. Till this day they have not delivered the phone. Initially they claimed the phone I requested has been discontinued and that they could refund the value of the phone. To this day no payment has been made. When I call their complaints department I get put on hold, or the phone is simply dropped while I hold. I've requested records of my phone call and to this day they have not sent any.