Why is my phone not on Telkom's system?

I went to Telkom @Mall of the South today, waiting outside in a line, a Telkom employee came to screen the line when she got to me I told that I came to to book my phone for repairs (my screen cracked). She tells me come out the line and follow her, she'll assist me.

She takes my details, takes the IEM and goes to her system. She then advises me that the devise cannot be found on their system. The phone that they can pick up was ****** in 2018 and I went to Telkom to get it blocked. Why do they not have record of that?

I didn't have insurance and then took an additional contract because I needed a phone, I also got insurance this time.

The replacement phone was ****** in 2018, which I blocked and then claimed from Telkom Insurance @finrite and they replaced it with the current phone I'm using.

I explained all of this to the consultant and she told me that I must call Finrite because there is nothing they can do. She ontinued to ask me in a condescending tone if the device is being paid by me and not someone else?

She then said she'll have to put me back in the line so I can be assisted by her colleagues to lay a complaint.. To top it all off she told me that I should always keep up to date with such things. ***!! I then left the store. I have never felt so disrespected, the treatment I received was disgusting!

The policy is active, the installment goes off every month along with my contract instalment, it should be up-to-date and it is not my fault that Telkom and Finrite failed to do they job properly. All I want to know is the money that goes off my account every month, what is it for? What phone is being referenced for the payment?

Then it shouldn't be a problem to cancel the contract because I made the last payment for the only phone they see on the system in March this year.

I have to wait for Monday to speak to Finrite while I continue to use a damaged phone.