Poor service from totalsports and Samsung

I’m so disappointed with tfg foshini. I reported that a phone I insured froze on the 20th of December 2024. The phone was booked for repairs with Samsung. Than Samsung books my phone with sss cellular. I’m being told I need to pay R2099 because my phone fell, I repeatedly told them that the phone is insured with totalsports. The lady at totslsports Clearwater by the name of Tanya keeps telling me she is speaking to her manager to get me a new phone but every time I’m sent from piler to post. Poor communication, and telling stories that don’t make sense. I have to constantly be the one to call them so I find out on the progress of the phone. Samsung has poor customer service so does tfg totalsports.