Poor excuse for bad customer service

I had cellphone insurance with finrite on my telkom contract for 2 years on 13th January I upgraded my contract I was told by the telkom employee to email finrite with my new details an ask them to update my policy which I did and 10 days later I received no response so I called in only to be told that they do not update i must cancel an open a new insurance in store at telkom an that they cant help me because its past the 7 days when i asked the lady from finrite why no one rep**** to my email letting me know that I must go back to the store an ask them to.submit a new application I was told that they wont reply to my email because they dont do it, now.im sitting with a brand new phone and neither telkom or finrite will accept fault on their side and fix the mess as a customer for over 2 years this is absolutely unacceptable and poor customer service