Huawei processes not customer focused at all. Huawei - 1 Customer - 0

My phone fell and broke on Monday 23 November 2020. I drove straight to Huawei Customer Store experience in Menlyn and wanted my phone repaired immediately. I wanted to pay for repairs there and then. When they heard my phone was insured they advised that they will book it in for a quotation and send me a quotation for the repairs. This only happened the following day after I followed up. I authorised the repairs by e mail confirming that the Insurance is paying the monies to me. My whole conversation with Huawei was about time, I need the phone back as soon as possible. It has now been two weeks, on a job they stated would take 3 hours. They have not even phoned me. They do not respond to my e mails. They refused payment on the 23rd of November 2020 saying the quotation needed to be issued first, and now blame me saying I have not paid. How will I be able to pay if they don't tell me this - they refused payment when I was there. Now they only want to order spares - and only after they have received payment. Repairs will then take another 3-7 days. Huawei have been so concerned with their processes and what THEY need to do before they can repair my phone, they have just ignored my requests and needs - I am the customer??? Horrible service from what is said to be the Flagship store of Huawei. Thank goodness I did not use any of the lesser stores! I still do not have my phone?