This business is unprofessional and lacks customer service

I have a contract cellphone, purchased through Telkom. I booked my phone in at the Sandton City Telkom Express on 04 January 2018, and was told that repairs can take up to 21 working days. I have called Telkom 5 times to enquire about the progress of the repair and have been told that it is still with the insurer. Today, I have finally been given the number of the insurer (Finrite Administrators) and they advised that there is excess due before my phone will be repaired. This came as surprise to me as I have never received an email from Finrite, nor was I informed of any excess payable on claims when I signed up for this insurance. To make matters worse, the agent (Andile) advised that they had sent the policy document to the wrong email address, therefore I was not aware that the insurer was waiting for the excess payment before repairing my phone! The employees of Finrite did not think it prudent to pick up the phone and call me to enquire about when I can pay the excess or whether I received their email! They have had my phone for 35 days and have not communicated with me about this requirement ONCE! This is rather pathetic customer service on the part of both Telkom and Finrite. I am appalled!