ALMOST 2 MONTHS- FAULTY PHONE NOT COLLECTED YET

I bought a tablet and took out insurance with Game. In Feb I had issues with my phone since there was a crack on the screen I couldn't even unlock it since the screen was unresponsive and it did not pick up my pattern. I went to Game in Promenade, Mitchell's Plain with my phone neatly packed in its box and I was informed that I need to take it back, remove the battery and sim and the phone will be collected from my house by 1 of the reps. I payed the excess fee on 29th of Feb and sent the payment proof. I keep getting SMS' to call & informed due to lack of information e.g. home address they have been unable to collect my phone. I call and verify every week and given 72hrs of collection. I called Game again this morning out of frustration, told them to cancel the insurance and pay back my installments so I can get my phone fixed, they were glad to tell me that they can cancel my insurance with no problem but are unable to give me back my money. What must I exactly do then since you guys are useless in helping me? You have no problem debiting my account every month but have issues when you guys have to do your part. Your service is disgusting to say the least.