Bad service

Hi can you please help me I have booked in my phone for repairs at edgars tygervalley as I have signed up my cellphone insurance at Hollard via my Edgars account. Almost 3 months later I am still awaiting my phone after I recieved a sms more than 7 weeks ago that I should collect my phone at the edgars store. When I got there they couldn't find any phone. I phoned hollard which is also difficult to get hold of more 10 calls and promise that they will keep me updated I was informed that my phone was delivered to Promonade store in Mitchell's Plain but I cant collect the phone myself they Hollard will deliver the phone to my home address and that they will provide me with details to pay access fee another 2 weeks past and I am still waiting on a response from Hollard this is such poor service and I am so disgusted in their unprofessional behaviour as a well known company