Finrite does not keep their promise

I have claimed for my lost phone Huawei P9lite IME: ********** ********** 4 on the 30th of January 2018 to ********** and I was given a reference number TC006171 3days later after calling the call centre I spoke to Xolile Sithebe, I was told that they will give me feedback with 2weeks. After 2weeks i called them and they kept on dropping calls for 2 to 3days in a row, I kept on calling and I got through to a consultant called Beverly she said they will send me feedback within a few days regarding what was happening with the claim. I tried calling the call centre again they just dropped calls without talking, I eventually called Finrite via EDCON and asked to be transferred to the Finrite call centre but after the transfer consultants would just drop the calls without saying anything and this happened for about 3days in a row until asked to speak to the Finrite manager via EDCON and her name is Dianna on the 28th of February 2018. She said my claim is approved and the phone will be couriered within 5 to 7 working days after making payment. Immediately after speaking to her she sent me banking datails via email to pay an excess of R500 and I made the payment on the 1st of March 2018 and recieved an acknowledgment email stating that finrite has received my proof of payment and signed declaration. After 7working days nothing happened and i tried to call again and the same thing of dropping calls and I finally got through to Andile and she said they will give me feedback but till this day nothing has been sent an sms, email or phone call nothing. Finrite made a promise that they couldn't keep and i still dont have a phone but they deducted their insurance fee in February and now in March but I dont have a device. Please assist