Totalsports westgate poor service

My mother in law purchased a cellphone and also got insurance for the phone a few months down the line the phone stopped charging and she took it back to totalsports and they told her she must pay an additional R1000 yet she’s paying insurance. She then decided to go fetch the phone because she couldn’t understand why she’s paying insurance if they cannot repair the phone when it’s damaged. When she went to collect the phone one of her accessories were missing and when she confronted the staff they said they know nothing about it. I then called TFG head office to lodge a complaint and they took her number from me and promised to call her back as they can not disclose information of another cardholder with me. Till this day they haven’t called her. I’m highly disappointed in their service.