Store claim

It was early March 2022 sometime, when I had filed a claim for my cellphone insurance and it was approved. I then went to the store to pay excess fee and get another phone. I got a new phone and it was rang up at the till and I was told the phone was not at the price I had seen at display for, that it had increased as its no longer on sale. I then contested that I receive it at the price I had seen on display for. The consultant who assisted me, apologized and said it was a mistake on their end for not having changed the price on display to match the price on the system. I then asked to speak to a manager, who then made it no hassle and gave me the phone for the price I had seen it at display for. The following day I received a call from a consultant who was not present when I took the phone, but he had been informed by the one who was present on what took place. He then mentions that the phone was not claimed for under insurance, instead I purchased it on my account and was made to think the matter had been sorted. I then promised to come to the store the next day, to which I had an emergency to attend to so urgent that I ended up forgetting about the phone call I had received from the consultant. I then received my June statement, the balance had now increased immensely which then made the phone call made sense. I then went in store, and consultant then spoke to us on how he'll handle the matter, he said I'm going to have to return the phone and choose a different with the same price. Then he will ring it up as an insurance claim as it should have been, he did that only to find out the IMEI number of the phone I was given did not match that of the slip. This then raised more questions as I was about send the phone for repairs, as one of the pixels had cracked at the back. I can only imagine the repercussions, probably might have been accused of *****ing the phone or something along those lines. However he managed to sort that out and mentioned he'll remove the added 5k on my account. He then called the store manager who then apologized and let us know she'll be looking into the matter. She then organized gifts (perfume) to accompany the apology. I really feel like the manager down played the situation, it's as if she never understood the seriousness of tempering with my account. Also how all of this has affected my credit score. She even said we shouldn't be dealing with what could've happened instead let's deal with what's happened. I don't have any legal representation, I really feel I have a strong case against the company. What are some of the steps I could take, as I am dissatisfied with how the situation was handled?