TFG bad client service from TFG cellphone insurance

I bought a phone with my TFG account at exact in Alexandra Plaza so the guy sold me the phone and the insurance so last 2022 November I took in the phone for repairs up until this day I am still paying but I have no phone sent numerous complaints emails, called the store no one seems to care I get posted from corner to post as if I am a bad payer I regret why I took that insurance a person waiting for 11 months and still no response nothing I can see that customers are not important to them what they care about is the hard earned money we pay I spoke to the store manager what she said was there's nothing we can do it's not the stores fault but the repairs department I demand my phone because I pay them I was charged access fee once but the phone is still not with me.