*********** Staff and Poor customer service

My cellphone Samsung S8 went in for screen repairs on the 12 April 2018, since then i have been receiving sms to say cost will be R4127.26 for repairs, i queried this as i am paying for screen insurance just to be told by Vodacom Tygervalley Repairs and Cell Sure that the details they have is for a Samsung J5 which was my old phone that i upgraded from in Feb this year to the S8. I went to the store and the manager assisted and called them to try and see what can be done..they could or would not accept the cell phone back for repairs again no matter what. The manager then apologised for the consultant that did my upgrade in Feb for not updating the details with the Insurance. He then processed paperwork for the cancellation of the J5 and them for the S8 to be added.....he then said Tygervalley will send the phone back to them and he will then submit another claim through their Insurance...i waited a while when i eventually called to find out what was happening when the woman who answered said my phone is instore and i can collect it that there is a R800 excess amount to be paid for the repairs...I was not happy about it but its better than paying R4000+ I went the next day to collect just to be handed my unrepaired phone back saying that i rejected their quote. i insisted that i did not reject or even receive a quote via phone or sms...the manager who know the whole scenario then told me he would investigate and send it back for repairs again....on Monday the 7 May 2018 i received a call from Insurance again to inform me that they are decling the claim as the IMEI number or some number does not correspond with their records i told them to contact the store and speak to the manager as he filled all the forms with info and i just signed....they were going to contact him....Today the 9 May 2018 i received an sms again to say that the quote of R4000+ was rejected and the phone is being sent back to the Store in Bayside...i have been trying to get hold of the manager who has been busy all the time and is not returning my calls and i have not been able to get through on their landline as it does just ring.....i still dont have a phone or answers.... I have been patient and trying to understand but this is ridiculous that i have to follow up all the time and still sitting without my cell phone....i am not paying a cent towards the repairs as it is clearly not my fault that the consultant did not update the Insurance Info when i upgraded in Feb. It seems that the Insurance are looking for anything reason to decline the claim, in fact i should be given a replacement for being uninformed and not knowing what is happening and being confused between the store and insurance info i am getting. If this does not get resolved soon and i get my cell phone back i will be taking this to the Onbudsman a.s.a.p.