i want my phone back or pay me back my phone

on the 20 of march 2015 iv send my i phone 5s for repairs am paying the phone every month last year september they deducted twice on my debit order i called them they said they will debit back my money they didnt and now my phone has been with them for months when i call the *** i spoke to kgomotso she s always telling me that their system is off line she promisi to call me back back be she never am the one whos calling them every day but they cant say where my phone is am paying them every month not even once i miss a payment the servces is very bad how can you re**** on insurance like that its bad if they cant fix my phone they must send it back<br>