Phone insurance

Bought a phone cash end of September and I asked for insurance the consultant in store did everything said debit order will go off end of October, end of October nothing was deducted in my account I called the insurance to find out the person I spoke to told me the store did not submit documents for insurance I must go back to the store. The following day I went back to the store were I submitted the document they told me person who deal with insurance is not in the store however they will resubmit my things and ask her to call me back took my details , I did not get any call from them so I called back insurance again with my own airtime the second person I spoke to said documents is received however date is more than 30 days can't activate on her side told her is not my fault but the store, she told me she will email my query to her manager they will call me back I waited no call, i called again with my own airtime the 3rd person I spoke to said he can't pick up anything on the system nothing is submitted i told him the whole story again he said he will escalate to manager again I should wait for a call to when will my money be deducted or to give permission to deduct so I waited for the call still no call, end of November still nothing deducted in my account I went back to the store again to ask, store consultant called insurance they told her to call her accounts department to get online insurance, she called and the accounts department told her they don't work with insurance she must call them again So she gave the phone to me to speak to the accounts department the person I spoke to said she will call someone to assist and call me back till today I'm still waiting I've been going up and down using my own money for transport and airtime I'm tired now I need your help thank you.