Insuranced goods not fixed since January

Hi there. I made a purchase at lewis in 2018 after i realised that the debt is not going down as i was paying a little extra on my monthly installment. I decided to settle the account (of which the settlement amount was not different in any way from the balance which inluded insurance for my goods for 36 months) because it was also giving me a bad credit record as the information was not updated with ITC of which i logged a dispute with transunion. Before settling my account i had a complaint with one of the goods that i had purchased(a 4 burner kelvinator stove) requested that i log in a claim for the stove to be replaced. That case never went anywhere, they kept sending me from pillar to post with different stories. The store that i had enquired with regarding my stove then was Lewis Stores Roodepoort branch. They told me that the guy that deals with insurance claims will call me, he never did. I called again they then asked me to give them the serial number and make of the stove, i did, they never got back to me. Instead when i called again they told me no i cannot claim because my account is in arrears (even after paying extra on my monthly repayments) i should settle first. I then decided (after settling my account) to go to another branch and see if they can get help which is Lewis stores Dobsonville...the manager told me to write an affidavit and email it to her, of which i did on the 31 July. To this day she never gave me any feedback or even an indication that she recieved my email. When i call the store she's in a meeting and they never get back to me.

Im really frustrated because they told me i can continue and settle the account my stove will be fixed or replaced, yet they give me stories now that the account is settled. My patience is running out and soon my stove will lose its 3 year warranty, of which i think that is what they want as they are delaying my claim.