Unhappy About service

I had bad service at Mr price Twin city mall on 25 July 2023.I wanted to claim for my two phones that was damaged but was told that I must go to Mr price fleuderal mall where I bought phone.I was assisted by Kabelo who even told me that their phones are not working to check if my two phones where both ensured.its not first time I heard that.he did take my phone's for repair just made me fill the form n say that my phone's will be collected at my address.even today I haven't got any response that they send forms for my claims .I pay phone insurance every month but when I want claim Im struggling.im so unhappy with service I receive.even know I don't know what to do cause my phone's are giving me problems