A company that cannot locate my phone.

I recently booked my phone in by Telkom zevenwacht for repairs. I was told it would take about 2 weeks for it to be completed and send back to me. After 2/3 weeks I had to call Telkom and ask how long I still have to wait for my phone they asked me to call the insurance company. I called the insurance company and they told me I had to pay an access fee of R500 for it to be repaired which I didn't agree with because I have been paying insurance for 2 years and never claimed from them so I asked them to send my phone back .Weeks has passed again and I had to call Telkom and the insurance company numerous times and no one can tell me where my phone is, it has been 2 months that I'm without a phone. This situation has caused significant inconvenience as I rely on my phone for work and personal communication. Additionally, the lack of a resolution has been extremely frustrating.