Unreliable officials and bad service

So my phone (Sumsung S6) gets ****** on the 02 October 2015. I lodge a claim at Edgars Cape Town, Adderely street where I had taken cellphone insurance on the 05 October 2015. A week later I visited the store to check on the progress of the claim. I was told the claim has been approved by I would need to pay R3200 penalty access since I claimed within 90 days of taking the insurance. I tell the lady that I do not know none of that and I am not paying that kind of money, this is not a car we are talking about, it's a cellphone. She tells me to refer to my insurance documents. I told them i do not have those documents I have never received them. <br> <br> I immediately called Finrite and told the story. Finrite contacts Edcon and Edcon sayas I was emaild the policy on the 27 July. I ask for the proof of the email that was supposedly sent to me. There is no proof provided. Grace and Samantha named above were meant to get the underwriters to waive this penalty. Up until today the re is no concrete feedback I am getting. Samantha was meant to get back to me sometime this week, nothing, she does not even return messages and calls. <br> <br> Edgars keeps on deducting insurance premium.