Pathetic disgusting service

I bought a Samsung A2 Core the hi store in the waterfront at the time it was on special and I needed a cellphone as the one I was using just gave up on me. I did not take the insurance in store as I figured it's only a temporary phone and it was on special until I could afford a better model, a day or two later after my purchase I got a call from the insurance finrite and the guy was so convincing saying all the right things and telling me all the wonderful benifits that should something happen to my phone I could upgrade to a better model and pay in the difference and I thought this is a good deal then then I signed up over the phone not getting any formal notification or email about the terms and conditions of the insurance other than the monthly installments on my sportscene account. I got so used to my temporary phone that I did not bother to get a better model as the phone had all the features that I needed and then the unfortunate happened I was ****** on my to work one morning long story short I went into a TFG store they advised me on what to do and to get all the relevant documentation needed for the insurance. The claim was approved and I was excited to be getting a new phone only to be told that I cannot upgrade and pay in the difference. My point is I would love to get a Samsung as it's a trusted brand and I am fimi**** with the features and the apps yet you don't get a Samsung for under a thousand Rand. I have been disupting this with the insurance only to be dealing with disrespectful people and countless hours on the phone with the insurance over the phone I did not expect such bad customer service from the TFG group I was and still am utterly disgusted in the service as I myself work in retail and would not be treating any of my customers the way I was treated. I was in a jet store for more than a hour on the phone with the insurance not being given the chance to speak as the consultant kept speaking over me and putting me on hold and only to being told that Jet is not part of the TFG group and they don't deal with Jet. I called again from work and was put through to Jabu who is the so called supervisor or manager who treated me just so ubruptly and escalated the call to get the telephone recording of my initial sign up to the insurance and will get back to me it's almost a month now not once did I get a call from the insurance with regards to my claim yesterday I eventually got a call from the insurance saying that I cannot upgrade to a better model as they have proof that they sent the terms and conditions I asked the last where is the so called telephone recording she could not answer I asked to speak to Jabu as I was dealing with her only to be put on hold for half an hour and I eventually dropped the call I am without a phone for just over two months now yet every month I pay my insurance I emailed TFG customer service and received a reply stating I can go to the store the claim was made at only to be told that they have to get a go ahead from Monitor this is really pathetic had I known I would never have taken out the insurance