Complaint Unhappy Customer

I went to Sammy Marks Telkom in Pretoria central, sometime last year, I wanted to report my ****** phone and the Assistant there promised to assist me and he did, and he later told me that he is going to give me a New phone because the one I have claimed for it won’t come coz insurance company doesn’t wanna pay people when they claim. I asked him several times how is it possible that I get a new phone , he said yes it’s possible that the insurance will see that you have got your phone so they will keep on paying it, all along I was being manipulated to Renew a Contract that I was not aware of. Later last year I called their Customer care and they promised to help, they took everything and I explained what went down , they said my issue it has been resolved, so I must go to that store they will send communication to them, when I got there, No one was aware of my issue, they took my contact details and promised to investigate and call me for solution, up to this date my issue has not been solved . I just got a call that my Account has been handed over to the Credit Beroe . I am still waiting for them to solve my problem