They lost my phone

My fiancé have a Huawei p30 and the screen broke. We went to vodacom at Key West shopping centre in Krugersdorp. On 11 March 2020 we booked the phone in with them to fix the screen. The man who helped us (Garrith) said it wil take up to 7 days then they wil call us to confirm the insurance claim. We never received any phone call and went back the week before lockdown. They told us they can not help us because the lockdown is starting soon but the phone have been transferred to the kiosk on 13 March 2020. After the lockdown they reopened the store so we went back again with the hopes to be helped. They told us they have lost the phone. They do not know where the phone is because not the vodacom store nor the vodacom repair kiosk has the phone. We went once every week since the have opened and every time someone else helps us. Not once have we heard the same story. Every week it's a different consultant with a different story. We heard the phone is at the kiosk, then heard the phone is still at vodacom, and then the phone is lost. They contacted the kiosk every time we went back. The kiosk have told the managers and the consultants at vodacom that they have never received the phone. Today is 6 July 2020 and the weekend of 3 July 2020 we went back again. We have been waiting for the phone for 4 months and still they do not know where the phone is. Every end of the month they subtract the money via debit order out of our account for the contract even though we don't have the phone. Every week when we go back it is a different story but no one is ever able to help us. The manager that was on duty 3 July 2020 refused to help us because he said "I do not know what to do about the situation I did not book the phone in for the repairs so it is not my problem in any way." Their consultants always have a terrible attitude and they also never bother to try and help with any problems.