repair lost and no replacements after a month

My S8 was insured through Samsung and my screen cracked. I took it to Constantia repair centre and was told that I need to pay R1000 up front before they could fix the screen. I did and I emailed my POP. I didn’t get a call or sms stating that the centre closing down, I had to go there only to find out its closed and then had to call around looking for my device. I got hold of the head office and was told to send my proof of payment of the R1000 and the reference of my repair. I emailed it through and once again no call back or email, I call back and get hold of Barbara and was told there is nothing she can do because they have a lot of clients they dealing with and she cannot tell me when i will get my phone back.. This is a R15000 rand device that I am paying for on a monthly basis and now sitting without a phone, I call back on the 7/10 and again stories. Babara only check the emails and finds my Proof of payment and booking slip. She said she check where my device is and let me know. no call for another two days and again I have to call. I ask for manager and they always in meetings cannot come to the phone. Barabara again same story looking for my device. I cant believe so big company and they ripping people like this. I meanhow long does it take to look for a device that was sent in for repairs and procedure is if a device it not found then client must be replaced. I paid R1000 access for the insurance to fix the screen and I gave them all my papers showing proof that I gave my device in, now I am fighting since the 27/09 and no one can assist me. I am just disgusted that no manager from Samsung can come to the phone and assist. .