Worst Service Delivery from Totalsports: Eastrand Mall

I bought a phone from totalsports: eastrand mall. In January 2018, I had to return the phone to Totalsports because of some factory faults. Ever since, I have been trying to get the phone back with no luck. I was told that the phone was take for repairs, that totalsports can't find the paper work to claim or collect the phone, that the person that was facilitating the administrations of my claim from totalsports is no longer working there. My phone was still under warranty and insured. Problem is I'm wasting time, energy and money, going to the store and phoning them. To top it all I'm also being called names by the staff at Totalsports telephonically. Please help