Bad Customer Service

I handed in my phone for repairs on 12 August 2022 at Foschini, Mall of Africa. Up until 25 August I did not receive any feedback. On 25 August, I visited the store and the cellphone assistants was not in. I left a message on the same day that they should please inform me of the status of my claim for repairs. The next day I receive a sms that my claim was submitted to Monitor. Thus my phone sat in the store for almost two weeks with nothing happening and they only did something because I left a message with a co-worker. On 29 August I phoned Monitor which is the insurer they use because I received a sms that info is outstanding. This info was submitted the same day and on 12 August, and I was informed the claim should now be approved. Today I call Monitor, because I received no update since 29 August, and I am told by Sade, they still need a copy of my ID, which I emailed to them. Few minutes later I received a sms that info is still outstanding. When I called again, I am told that the ID copy is not necessary, they will now lodge my claim. A full month since I submitted my claim to the store it is now only approved. If I did not do follow ups, I would still be waiting for feedback. My phone sat a full month in a store without anything happening, the store and their insurers are going from bad to worse. It is not the first time this is happening....