Bad business practice and bad ethics Foschini/hi store

As a on going good paying customer, I had a terrible experience with the ethics of this company. I bought a phone with my foschini account at the hi store and lost the phone two months later. I went into the high store in 2018 with my police certificate saying I no longer have the phone, the consultant was quick to mention the premium I have to pay in order to recieve a new phone this being a P20. I then told him that I can not afford to pay that premium as I just bought the phone on my account two months prior to that and put down a big deposit to lower the amount on my foschini account. Two years later after trying to bring my account to a close and now seeing the value of my month's payments bring my account down with the closing amount, I decide to investigate. I phoned the foschini head office and try and figure out why and the lady assisting me asks if I bought a pc on my account I told her no I had a P20 years ago and I went in to the HI store to declare my phone doesn't exist two months after I bought the phone. She then says I'm paying an insurance of R240 since 2018 and she's going to try and resolve it and my premium will be paid in the next 7 days. After I waited 7 days going back to the foschini store to ask for a statement I saw my closing amount is still R11 000. So now I'm failing to understand why I didn't recieve feedback why my premium was not paid back as mentioned by the consultant and also why my insurance is still active if I no longer have the phone. And further more going forward I no longer want to shop at any of the stores that is associated to foschini.