Bad services

this is the worst experience i have ever received, my cell phone broke and i send it in for repairs and they said it will take up to 21 working days than i will receive it, and now almost 4 months my phone is still with them if i don't follow up with them no one bothers to communicate with me, they wanted to offer me a down graded phone than the one that is in repairs i guess they wanted me to shut up, and i refused the phone, than they wanted to give me another phone but i should pay extra, i am already paying for a phone for the past 4 months that i don't even have with me, why should i pay more for a phone if i was supposed to have my phone already 3 months ago, i am really disgusted with the service of cellc device insurance i wont recommend anyone to take out insurance with them.