Worst Appalling service

Had the worst experience with Huawei, booked my phone to be collected for a damage report I needed to send to my insurance. They collected it on the 1st of October. By the 6th of October, I was sent a repair quote and immediately responded asking for a damage report. By the 10th, I had not received feedback and ended up calling the centre. The lady told me I had to pay R450 to get a damage report. She sent bank details, and I did the transfer. After payment was made, everybody went quiet with no feedback or a quote sent. Eventually, I called Huawei on the 15th and was first told the store is closed for renovations. I immediately informed them that I cannot wait for the store to reopen. Please, can I have my phone returned with a refund so I can take my device elsewhere to get what I need? I was told they are escalating the matter and will call me back. I got two more callbacks where I kept having to explain the issue and ask for my stuff to be returned, but to no avail. I have followed up multiple times and have spoken to many different people, and I keep having to explain the situation. Eventually, I was called again and told that no, the store is closed permanently and not for renovations. I once again asked for my device to be returned to me with a refund. Given the same response, it's being escalated, and they will get back to me. On the 24th, I called and complained, and was then sent a weird-looking document, which they tried to say is a damage report Anyone could've downloaded that template and inserted that themselves. I have had to follow up and follow up to get information on my device and a month later, on the 30th of October my phone was returned, however, not returned in the original box I sent it in with my SN number and other details, returned in a plain brown box, they telling me they will not refund me bcause they are taking it as a service fee but nobody can explain what service fee they are referring to as I did not receiev anything useful or that I could send to my insurance, I had to wait and fight for my device for an entire month. Worst appalling service ever received. Can't even get a contact number for somebody in South Africa, and have to speak to people in Egypt who just don't really seem to care. Huawei, you guys should do better and treat your clients better. I want my money and my phone box!