Poor customer service experience

I have experienced poor service from Telkom insurance & the call center. I have 3 contract phones with insurance from Telkom and the 1st phone had a screen damage which needed to be fixed. I took the phone to the Telkom Foresthill branch for assistance & they took it and advised its going for repairs, after some time when time I received an sms advising to pay assessment fee and I decided to contact the Telkom call center which takes forever to be reached. I was advised that I followed an incorrect procedure for going to the branch and handing over my phone for assistance. Its so annoying to being pushed back & forth with no assistance whilst they took the phone for two and a half months with no feedback such poor service and yet I pay for my Telkom services. I needs answers ASAP!!!!!!