****** while in their care

My niece submitted her cell phone for repairs earlier in march or april 2014 and a few weeks later was told that it would not be repaired because her account was behind and insurance is linked to it. she then wanted to collect the phone and was told that she needs her account card and no paper work was given to her for book in of phone just the battery and back cover. upon returning to collect the phone again she was told it was ****** out of the safe. the sales lady Roxanne told her that she would pay for a replacement which my niece accepted and later when she returned Roxanne told her that her manager said that my niece must pay her account up to date and then she would claim from her insurance, My niece needing to go into police station and make a case of theft, this sounds ********* and lies as I know u cannot claim for something that happened when u where not covered by insurance. please look into this as nothing has happened to this matter nobody contacted her to clear this matter up and she is still without a phone till today. I am extremely upset as I want to go the legal route but keeping putting it off as I hope this matter will be resolved