Unsatisfied services

Actually don't know why I am still with Telkom😱 been paying insurance for my device for the past 3 years and taken it for repairs in December 2022 and I am still waiting and I'm not getting proper feedback. When I upgraded my device I asked them to put insurance on the new device that I received from upgrades. I don't know what Kimberley Telkom from Diamond pavilion mall did on the system and now I'm not assisted, it is not my fault that their sales person made a flop on the system. Why am I suffering because of their mistakes??