I am utterly disgusted with the service!

I am a Foschini Group insurance subscriber. On the 09th November 2014 I handed in my cellular phone at the Foschini store in N1 city for repairs as my cellphone's screen is damaged. I spoke to a consultant in the cellphone section. Who advised me that my phone will be fixed in the next 6 weeks- I have received NO communication from Foschini. I then decided to re-visit the store early January 2015 hoping that they can assist. I was told that my phone was never sent away and the quote was rejected- which I was never made aware of. Then I was told that they will send it for repairs and keep in touch as to the progress of the repairs. I still have not received any feeback NONE i am frustrated and utterly disgusted with the way I am being treated. I pay for this service and I feel that I have a right to be kept in the loop as to what is being done etc. I would like this matter to be sorted as soon as possible as I am without my cellular phone for 3 months which is unacceptable as i am paying for a service that is meant to help me and not make things worse. I have this insurance for a while and have not skipped a payment and this is the thanks that i get.