Bad repair services

I don’t even know where to begin, my phone is faulty and I took it on for repairs on the 10th of July 2018 till this day it’s still not fixed. It was with the Repair center for 2 weeks then they sent it to insurance with no explanation to me of what is happening , I’ve been calling Telkom with no constructive feedback from them. On Friday 10 August I called insurance to enquire as to why I’m being asked to pay access for a phone that is still under warranty and to my surprise it’s noted on the system that the phone has scratches, so how do scratches stop the front camera,speaker and battery life from working? Anyway I went to Telkom store where I booked the phone in as they had stated on their system that the phone was in perfect condition when I brought it in. Tell me is it fair for me to not have a phone for a full month and still be the one following up and still get told it’s not fixed and I now have to pay?