poor services

I lost my phone in a taxi and then went and claimed the phone at a foschini store in birch acres mall. I was the told its in process until my parents went for an update only to be told that the account is due by R900 with R710 in arrears the money was paid and the account is up to date. I then went back to find feedback only to be that the phone is being authorised, 5 weeks in to the whole process i still do not have a phone always when i go for a feed back its another story. After asking for instalments and all the money to be paid they then tell me that i cant claim the phone since it was bought by my parents but i signed for the phone and it is just unearthical to make me pay all this money on to let me know that i cant claim the phone.

Respnses will be highly appreciated