Stilling from me

I bought a new phone at Game store The Glen and they asked me to join. Holland insurance they will take R75 every month. Since 2020 Feb I never claimed anything from them until 5 June 2022 I lost my phone and I went back to claim it they told me to go to police and do lot of stuff of which I did it after that they said I must pay R280 penalty I also did that after everything I did I've been waiting for them they don't call me. And I've been going to them and ask but it's like they don't want to give me my phone. And worse thing is their are still taking my money