I need to be treated well as their good client

I'm not happy about how they treated me I did claimed for a lost phone and later they rep**** to me to come and pay the excess amount for me to get a new phone so apparently I paid the amount after 90 days and I was not informed on that sms that there's a duration time so now they tell me that I can't get a phone. And yet I'm still paying insurances for those phones.