Faulty tv booked but no response

I recently have a contract with Russell’s, and a lady that was assisting me was amazing, best customer service. I bought a few items, and which one of the items is a Hisense 65 inch I was very happy I bought for my kids to enjoy this festive season. But within a space of a month , the TV went blank and having an insurance I believe such matters shouldn’t take long ,I called the store to my my surprise the lady that was assisting she resigned and got another better career prospect. I told them the tv situation, and sent an email on my side . And they couldn’t give me a direct contact , I had to communicate with the lady that resigned then to them that’s what they suggested, fine After a while technicians came they only took pics and left . After a week they called me and asked me for the same pics they took, it seems to me they never submitted the claim or the repair job card ,ok that made me feel less important as the customer. Kept doing follow up every chance I got . But I kept on experiencing bad customer experience at every end I contacted. I was sent from pillar to post spoke to katleho transferred me to a different department, and spoke to patricia also gave me the 0800 and I spoke to rose she also wanted to send me to another department I told u the third person I’m being transferred to , please can someone assist me she dropped the phone I have worked at TFG for years w years a company that values their customers they attend to the matter promptly , when requested for a manager they go and the call drops itself. I’m being told the where house has approved but it has been two weeks that they approved it but no move , I don’t know where who to talk to . When calling the store they say they call me back always ask me who was helping and that person is not there , this is unacceptable customer service.