Telkom poor service for insured devices

I took my insured device in for repairs on the 10th of September 2020 the device was sent as it had a cracked screen making it difficult for my wife to use. Today I received a sms stating my quote has been rejected and I must pay a fee to bradian logistics. I have yet to receive a quote for the repairs. Reference number TRJ126394. I am really considering cancelling all my contracts with telkom due to their lack of communication.