Terrible Service

I currently have finance for a cellphone with Telkom, which I took out during April 2018. I also added cellphone insurance. I month ago my phone's screen started being blurry, making it a challenge to view the screen or use it. I took it to Telkom for repairs. Since the phone is less than a year I thought the process will be to take it to Samsung manufacture but then they took it to insurance company that they work with. I was told the whole process takes 21 working days and that I will get feedback. When I was suppose to receive the phone, I was sent an sms around 10 in the evening stating that I need to pay access of R500 in order for the repair to be done. I then contact Telkom insurance the day after to confirm the sms (spoke to Abongile- very inpatient I must say)and was told that I need to pay that money. I question it stating that my phone is still under warranty so why am I paying. He said is because the repair is out of warranty. I then question that stating that I sent in my proof of purchase (finance contract) which reflects the date of purchase and he told me that they will repair it under my cellphone insurance however I needed to pay R500. I told him that is too much and that amount is not even stated on my insurance's terms and condition. I then asked him what is the purpose of cellphone insurance and what is it that I am paying for, he told me I am paying for assurance (which he could not explain to me as to what it is) and he was rude and very unhelpful. I ended up feeling helpless and told him to return my phone back and cancel that insurance as its of no use. I am so disappointed by the service I got and when I went to fetch my phone yesterday at Telkom- Westgate the manager there at the store didn't want to assist me, when they called him or her, he or she said that she didn't have time as she was very busy. I was then told to query with Telkom insurance again as they cant help me. Reference number for the ***. I find this whole process questionable, because the first step was to take the phone to manufacturer as it is still less than a year, instead it is taken to Telkom insurance and they tried to make me pay an amount that no one can really confirm what it is about even though I have been paying insurance since I got the finance. I am so disappointed and will never ever get finance with Telkom again and I regret even referring a number of people I did to them. Right now I just want to cancel my contract and never deal with anyone from Telkom again. They just wanna eat peoples money. Angry Client