Insursnce refund and claim

I lodged a complain with Foschini Eloff street almost 2 months ago about their cell phone insurance debiting me twice for the same device . I asked for a refund , they sent me to Eastgate, which is also failing to sort out the problem . Veronica tells me she can't get hold of their insurance underwriters. At the same time I made a claim about my ****** phone with Godfrey st El off , to date the insurance hadn't paid . Both stores are failing me yet they are still debiting me twice till now. How possible? Then I lodged a complain with Head office , which is also failing me.Please I want to know what must I do ? Cos I want my refund n my phone that I claimed for.I'm appalled with Foschini customer service . Even head office can't help you.