Poor customer service

On the 20th of Dec 2019 I took my phone in for repairs. The phone is insured. Everytime I must go to them to follow up. They don't. I went to the shop and I was told to contact the insurance company whom I don't know. My account is up to date and m still paying for insurance. Since the date mentioned above, the phone is still at the shop. I've been their customer for more than 15years. And I get this Poor service. I must say that I am disappointed and m considering canceling my account with Foschini.