Worst customer service EVER!!!

The closest Telekom mobile store is 60 km from where I live, everytime I have come to town I have made a point of going past the store! Asking for simple documents so I can claim from insurance each time I've been 5times to be exact, I have not received any email as promised, I've spent hours in the store waiting while the staff have no clue what is going on. I now have been told by Samsung they can not do anything due to Telekom taking time to sort my problem out. I will continue to run this company down as business is business and the way they have wasted my time and money on this process. I'm fuming with anger as they expect us to pay our bills yet they can not even sort paper work out for customers.