FOSCHINI practically took my phone I WANT MY PHONE BAC****!!!!!

On the 1st of July 2017 I bought a Sony XA at Foschini in Mthatha under my mother's Foschini account. A few months later I got bumped on my way to class, dropped my phone and the screen cracked. It was still under warranty so I called Foschini in Mthatha to enquire whether my phone could be Fixed since the damage happened on my side. I was told that my phone could be fixed as long as it was still under warranty. I live in Bellville so I had to wait for my papers (Papers that I got when I purchased the phone, not sure what they are called) to be sent to me so I could get my phone fixed at the nearest Foschini Store. On the 2nd of November 2017 I took my phone in to Foschini Bellville, I was assisted by a lady by the name of Geraldine. I told her what happened and she asked me if I have insurance on the phone, I said no I didn't then I asked if that would be a problem and she said no they would fix my phone, she took the papers that I had with me and made me sign a claim form and I left. After my exams on the 4th of December 2017 I went to check on the phone, Geraldine wasn't there and the other employees told me that there was no record of my phone on their system so I should come back the next day. I went back the next day, Geraldine was there this time and she told me that my cellphone isn't back yet. I asked for copies for my original documents and I was told that there was no need and that the original documents had already been sent to the cellphone company. I told them that I had to leave to Mthatha for a month and they told me it was no problem, as soon as they get the phone they would send it to Foschini Mthatha. I was advised to inform the Mthatha store (Circus triangle) to call the store in Bellville so they know where to send the phone, I did as I was told, This was around the 13th of December 2017. When they called the Bellville store, we were told that the phone repairs took a long time to approve. In January I started to get worried because it seemed unusual that repairing a cracked screen would take two months. I went back to the Mthatha store and and asked them to call Bellville, we were told that my phone was still in repairs. The guy who was assisting me in Mthatha found this odd and followed up on the matter, he told me that from what he can gather the phone was sent to an insurance company, mind you my phone isn't insured. I went back to Bellville on the 27th of January 2018 and informed them that my phone had been sent to the wrong place. when I got there they referred me to Geraldine, she looked at me once and said no man! I stood there for a good 5 minutes and she was passing right infront, I kept my cool until she came to me. I told her that there must have been a mix up with the insurance because my phone isn't insured. she then told me that if my phone doesn't have insurance it won't be fixed I asked why I hadn't been informed of this when I took the phone she didn't answer that question, at this point I was getting angry, she then asked me to explain the story again, so I did, then she said if my phone was under warranty then it should have been fixed whether it was insured or not. I was a bit confused because I didn't know whether my phone would be repaired without insurance or not. she was rude, seemed annoyed and never apologized once for the mix up. she picked up the phone to call the company and they did not pick up. I was fed up and asked her to just give me my phone back if Foschini was not willing to fix it. she said that they would call me when my phone gets back. She then asked me to give her my number because she knows a guy in Bellville who can fix it for me "cheap! chaep!" I was nothing but furious at this. I am a full time student and employee, so I do not have time to be going back and forth for a phone problem therefore I could only go back 2 weeks later on the 12th of February. When I got there, the store was completely closed with a sign that read "Foschini Bellville is closing down permanently" there was nothing but boxes there. I went to the nearest TFG store which was exact and they told me to go knock there until someone opened because they were still packing so I knocked and they opened. By this time I was extremely angry and Geraldine was annoyed herself and that for me left me unsettled as the customer. I stood there for 2 hours while they tried to call the insurance company. They were asked for the waybel number (I'm not sure what this is nor am I sure of the spelling). They said that they lost the waybel number for my phone, this apparently made it difficult for the company to know where my phone is. I asked for my original documents and they told me that the box with all the admin was ****** (I'm not sure who would want to ***** a box with documents...but anyway). they finally tracked down the phone and I was told it would be shipped to exact in Bellville by Wednesday 14 Feb since Foschini was now officially closed. I went back to exact on the 19th to check if they had gotten the phone, they told me they hadn't. I went back to Foschini where they called the insurance company and they were told that the phone was packaged but not sent out yet but it would be sent out by Wednesday 21 February (Same damn story). I went back to exact today 24th Feb and I was told that they had not received my phone yet and Foschini Bellville has officially closed down, the store is empty. It has been almost 4 months of bad customer service, time wasted, distress and complete dissatisfaction. I am completely disgusted because this store practically took my phone and closed down, the unprofessional behaviour from your employees is even worse. I want my phone back repaired or not and I sure as hell will be blasting up social media with my story, no customer deserves to be treated like this and every TFG customer needs to be aware of this