Broken service

On the 14 July 2017 I purchased a watch with insurance that I had paid for, I asked the consultant if I wanted to extend the insurance how would I go about doing that and I was told that head office will call me and ask if I wanted it extended but it would be billed on a month to month basis (which was fine with me). I went to American swiss in blue route mall and they said they can not help me, I must go to Prime time. I wasnt prepared to do that because it was to far from where I live and the information I was provided was not for me to be driving up and down (i wasnt alone when this info was provided and I confirmed with this person what was said, turns out I wasnt delusional). I called customer service and spoke to consultant nr1, specifically asked the question: "Can you check if I have insurance on jewellery and if not can you check if there ever was" her answer was Yes...turns out there never was. She transfered me to Insurance after they were already closed and I hung up. Called again and spoke to consultant number 2, asked the same question and her answer was the same, she transfered me to telemarketing, no answer and I hung up again. Called again and spoke to consultant number 3, asked the same question and got the same reponse, said he will call me back...still waiting. Called on Wednesday again and spoke to consultant nr 4 and asked to be transfered to insurance and she refused to, I told her ive been spending so much airtime trying to get this sorted and went through the same process again, she too confirmed what I already knew. She layed a complaint and told me I will be contacted in 24 to 48 hrs...still waiting. Called again and spoke to consultant nr. 5 and was told the complaint was only layed the next day, that was my problem too. I told her I will wait until today (Monday) for this phone call that I still havent received. So at this point I am so frustrated and annoyed. Its easy to take money from customers but in return this is the service that they provide. I paid for something that I never even got. This is by far the worst customer service I have come across and from the TFG group. My matter has still not been resolved and I have no faith that it would be. Suppose it was my mistake for trusting a brand like the foschini group.