Very poor service

I bought double phones 1 of the gave me a problem in 7 days of the I took it back to the store they gave me a new 1 that was last year now I lost, it they are insured I claimed is been 1 month and 10 days without a phone am speaking with different people almost everyday they give me different stories I gave them every documents they want I don't know what else do they want..how can they take money from you but when you need their assistant they are playing black mampatile with you... They are ****mers, cruel, unprofessionals and ******* (mtn and santam) I can't be able to buy a new phone while am still paying the phone I don't have I just want to know if they going to give me a damn new phone or not they must stop doing back and forth phone calls and emails with me....I just need a new phone or they must give me the insurance money they deduct from from day 1