Phone Repair

I've been to Telkom to send my phone in for repairs since the 10th October which I also have insurance taken out I spoke to the consultant and she advised me to call my insurance to, book it in with them to collect at my house and send it away they then told me to.go back to the store as it needs to be book in at the store I then went back the Thursday The guy then told me to go to canal walk as Huawei restore will fix it for free as it my first repair for my screen went to canal walk on Sunday explain to them they quoted me R1600 and I told the consultant that I was told for the first screen repair it will be free. I've been sent up and down and my phone is still not being fixed I was told that they will order screen protector for my brand phone why do we pay for a service that is not delivering what was promised to us as a promise I refuse to pay now telkom is quick to callous you for upgrade and about new brands that they have and I can't believe how they have you complete all this paper work for a cell phones but when you need to get information from them they can never help you as a customer. I would like assistance please help