Poor client service

So on the 1st of September 2021 we lost our place due to a fire. We had 2 phones from russells that was lost and had insurance on it from abucus. We went to Bellville store in Cape Town and submitted the claim. It's them a whole month to approve the claim. Now the claim has been approved excess amount was sms to us. We asked the store about stock and got no answer, we went to the store had to pay the access before they decided to inform us that the western cape does not have any stock. Even after the claims lady Chantel told us that they have stock. Now they took our money and we got nothing. It's been a week now no feedback on where our phones are or what's going on. Refuse to do refund in cash as thats how it was paid. Apparently the phones have to come from the eastern cape but some stores has nothing and some only have 1. But it was order last week from the supplier. The Bellville store is so pathetic you as client needs to do everything for them. So gatvol of russells.