Phone has been at repairs fro two months now

So, on the 14 September my husband took my phone in for repairs. We were told that we would get an sms that following Monday, we got nothing. No updates, no nothing for a whole momth. My husband went again after a month to check what was going on, he was told that there is an access to be paid. They could have sent a sms to let us know but nothing. My husband advised them that we have insurance with telkom. Last week, he went gain to check on the phone again. guess what, phone is showing that is needs access, we must call insurance for access so the phone can get fixed. We were not advised that we need to be the ones that contact the insurance, ( TELKOM INSURANCE by the way). We have been trying to get a hold of this insurance since last week, their phones never ever get answered. Month end they still take their installment for a phone i havent had for almost two months now.... *** is going on at telkom. The service is so bad... its ridiculous....