Foschini punishing me for their mistake

In December 2019, I purchased a Samsung J Core at Foschini in Welkom at Goldfields Mall. I immediately took out insurance.

End of January the insurance didn't debit my account, I was called by a gentleman telling me the banking details were captured incorrectly. He sent me the form to correct the banking details and I sent it back to him and they debited my monthly fee ever since.

On February 2021 I was hijacked, the hijackers drove off with the device and other belongings. When I walked into Foschini at Mall of Africa I was told to first go to MTN and get them to block the device to get the ITC reference number.

I first called the insurance and asked them for IMEI Number. Upon my arrival at MTN, I was told the IMEI I had did not match the one on their system and that they can not block the device. I went back to Foschini and was advised to contact the Goldfields Foschini where I purchased the device.

I called Foschini and dealt with Elize, I told her I was assisted by Marlene when I bought the device and explained what might have happened that day. She told me Marlene was on maternity leave and told me which documents to send and so forth. I even spoke to Lebogang who was also helping Elize deal with the matter. I spoke to her on the 12th of February and the documents were sent on the 15th of February.

Fast forward to all this, they are still debiting me for that amount of the device I don't have.

I sent follow-up emails with no responses until I went to the Foschini in Goldfields on the 08th of April. Lebogang was there and told me Elize said she would handle the matter further. I was also told that Elize is on leave.

I spoke to a lady who told me she doesn't know much about the matter and that only Elize can help me.

I called the insurance today was told to go to MTN and get them to write a letter stating why they can't block the device to get the ITC reference number. I am going through so much for a mistake that wasn't even done by me. At this stage I don't even know if Elize spoke to anyone at the insurance regarding my matter.

I want one of two things from Foschini. The device or the money they have been debiting from me.

PLEASE somebody, anybody HELP ME.