Phone repair

My name is Priscilla Lupuwana, customer of Home choice. In March 2020 I bought two Huawei phones through my account. Phones were delivered and I was happy. Not knowing I did not use my phone immediately. When I decided to use it was not charging. I phoned Fone choice and informed them, the consultant explained to me that I will have to pay for the repair of the phone, which I did not dispute. I was promised that phone will be fetched by the courier. Twoo weeks passed without the phone being collected. I phoned again, the consultant I spoke to, confirmed that the pick up was logged on the system and that any time soon it will be collected. Until this date, phone has not being picked up, Im not receiving any call to explain the delay. each and every month the installment is being deducted , but im paying for the phone that im not using. Im so frustrated with Fone choice customer service. Why must in order for me to get help, i need to resort to this platform. This is not the first time experiencing such.. but I keep on being the good loyal Customer. My number is ***/ ***.