I want my money as they promised

I reported my ****** phone last year.no one explain about due date of access money until I cal them cos I was stil waiting for respond they told me tht my date was due last months meaning they can’t give me phone I say ok but u took my money for insurance they promised to pay my money back since last stil waiting for my money and every months they deduct money for insurance. When I cal them they say I must go to the shop shop say I must call so I dot understand what to do now.phone number