Staff unable to do their work

I brought in my phone Y7 2018 for repairs at Foschini in Jabulani Mall mid July because it was insured. The phone was booked for repairs and I was told all I had to do is wait for the sms that will tell me to come pick up my phone. More then 4 weeks later I received an Sms from 3G mobile requesting I pay R302 in order for my phone to be repaired which was odd since it's insured. I then got in contact with Foschini insurance department and was told my claim doesn't exist the employee at the store must have booked it incorrectly. Finrite was supposed to do the repairs and not 3G mobile. He says I must contact the store and tell them to get the phone back and then book it correctly and only then they can assist with my claim. Now I have been and still without my phone for over a month and I'm the 1 who is suffering for employees not knowing or doing their job correctly. There is a high possibility I will relocate to a different province due to my employment and time is of the essence. What bothers me most is 3 weeks after booking the phone I went to the store and they said I shouldn't worry everything is fine all I have to do is to wait for the sms that says I must come collect my phone.