Bad experience

I have handed in my phone at the Charlton Centre Markham branch on 05 July 2017. The phone was taken in for repairs or a claim at their insurance. I was assisted by a very polite gentleman by the name of Sean who did all the documentation and he promised me that the phone will be returned within two to three weeks. Sean has been keeping in touch with me and he informed me that the phone had been taken in for repairs. My challenge is that when I spoke to Sean, who then referred me to his manager Thulani they informed me that the phone was still in the store and it has not been repaired. Both the lads had the nerve to tell me that I must come and fetch a damaged phone which in my mind has been taken in for repairs. I have been trying to get hold of Finrite my call has not been answered. Every time I call Finrite one would spend more then 15 minutes holding on the line and they just do not answer they phones. Even Sean himself he has admitted to me that it is difficult to get hold of Finrite Insurance.