Ensured phone

On 29 December 2021 I go to phumulani mtn shop in tembisa to report a phone I have received the best service, I then got an email to say I must go send R150 for the phone to be collected, I have done that on the 3rd January 2022,since then my phone is not collected they're giving me an excuse that the courier company said they are not getting hold of me ,today the 10th of January I have called 3 times,from 08:28,Thandeka said she will call me at 12 ,I didn't get a call I call again at12:37 I have been told of the mistake of my number, again I 16:36 I have received wrong email to complain to,I can I get assistance