Terrible customer service, biased opinions

After numerous calls and my claim getting more complicated, I still am battling to get my phone repaired or replaced yet two months debits have gone off and the claims admin is not helpful. I am being told useless info rather than resolving this accordingly given the issues I have been phased with, finrite insists on changing the story. How can someone who follows the rules get penalised? My previous claims went off perfect and this procedure that they say has always been this way, has not followed the same line.