Lack of professional service

As an account holder I am disappointed and disgraced with the level of service I have received. I bought a cellphone from Markham for my girlfriend few years back, I also took insurance as part of the package. Now the phone has been giving her problems and adviced her to take it to the nearest TFG store to see if the phone can be repaired under insurance. The Exact store in Thabazimbi took her phone on the 21st of September 2018 and told her that they will call her as soon as they get feedback from the insurance. The first week passed by with no response from the branch, she kept goin and they told her to come few days later till this date. Then i took the responsibility to contact the cellphone insurance to find out the cause of the delay and to my surprise they said there has not been any claim submitted to them regarding the phone. I called the branch and got a response as follows "Hi Boipelo As per Discussion we had on the Phone the time the phone was booked for repair was not available in the store and had no idea about it so I will wait for the cellphone consultant and tell me exactly what process did he take and phone paper work as he is on leave he will be back on 30/10/2018 Kind Regards Thabiso Exact Thabazimbi"

I failed to understand thier reason and placed a complaint against the branch at TFG head office and only to find out that they will also take five more working days for my issue to be resolved. I really do not appreciate the level of service that has been presented to me as I have been a loyal customer for year.