Telkom and the longest wait just to fix a screen

I have been with Telkom for a while now, booked my phone in for repairs in March 2018 stating that the insurance will cover it. A week later they phone me stating that I need to send in some documents due to the fact they cannot pick up my insurance I sent through the documents just waiting. The consultant who helped at Telkom store in Bayside couldn't get back to me regarding the progress of my insurer. It then took them 4 months to get back to me stating I need to pay access fee which I wasn't informed about no one gives me information who I should pay the access fee to. I then called the call centre a consultant gives me banking details of Telkom, I'm relieved due to the fact that now I can get my phone back knowing I'm going to have to wait 7-10 days once again. I then give them a call stating when should I receive my phone they then tell me I haven't paid my access fee, firstly I have a credit of R*** on my Telkom account due to my transfer and the insurer that I need to pay had different details I then emailed them back and forth asking if they cannot transfer to their insurer since they work hand in hand. It takes them a day to me stating that they cannot, I then request them to refund me my amount I transferred then I'll re-transfer to the insurer. Note it takes them 72 working hours for them to do a refund, I transfer funds to the insurer knowing I'm going to get my refund. I called on the 8th of August just checking up on the refund and guess what it hasn't been processed yet, now a consultant had to log a call and I have to wait another 72hrs in order to get my refund. Please tell me how this is fair. I pay my Telkom account on time I still got charged for my device when I didn't even have my device. I have been sitting without a phone for 5 months now. The service at Telkom is disgusting once I receive my phone back I wish to close my account