Bad service from Telkom insurance

I sent my iPhone 14 plus for repairs, nothing was done to it for weeks, I kept following up until there was movement. I was overcharged for excess, I paid R2250 instead of R889, after I paid, I followed up only after 3 days I made the payment, I was told they're waiting for spares that would arrive after 14 days. I'm still waiting to be refunded and my device back, to this day I do not know what the status is for both refund and my device. When I call and issue my details to them, they hang up. I have never experienced such incompetency and bad service.