Cellphone Repair

On the 6 July 2021 went to the Foschini branch in Greenacres to book in a device Boost Ultra *** bought by my mother Linda Sigula on the 14 March 2021 for my son an 18yrs old. The phone wasn't charging according to him so I left everything including the charger, a month later no feedback and I was told it takes 21 days,so I went back to the store and I was attended by a different consultant that was a another struggle because the previous one has left the Foschini branch and working somewhere else. She promised to get back to me as she was investigating the whereabouts of the device and I went back after 2 weeks no feedback from the lady, I was served by a Belinda this time and also promised to follow up which I indicated that it's almost 2 months now . A week past no feedback from her as she promised, eventually she called me and said she did find it and apparently the damage is not under warranty and I gladly told her my mom is paying an insurance for the device from day one so I don't think that would be a problem to do the claim and that's when I was told by her HMR required an amount from me to send the device back to the store. I don't recall signing for such from the store the day I went to book it in as it had no physical damage visible and there's an insurance on the device, I have been waiting for 2 months for a device that was booked in for repairs which nobody knew where it was and eventually I get told to pay for the device to be sent back to the store I am disgusted by the service from the HMR ...am not paying a cent to these people for wasting my time going to the store and get told nobody knows where is the device, what is the insurance for then?