Phone claim not processed

My name is EK Sebati, I am writing this to express my frustration, unhappiness and disappointment with TELKOM service. I bought a phone on contract 2021 September Samsung Zflip 4, 2023 the phone got damaged screen had ink I booked it in for repair December 2023. No communication from their side toll I decode in April 2024 to check on the process I was then told that I did not pay the access fee. I paid the access fee same day and come back to the Kimberly branch to send it where they were supposed to send ot . MAy 2023 I got I call that my phone is back for collection. When I reach the branch the phone was back and unrepaired given the reason that I did not pay the access fee and did not take the phone and told them I want my phone repaired cause I am still paying it and still paying insurance as well. They booked my phone back June 2024. Till today my phone is still not back or repaired everytime I am requested to send proof of access payment. I am here paying a phone that I don't have for a full year. TELKOM IS NO GOOD. PLEASE I NEED HELP IN THIS REGARD.