Bad Service

I submitted a claim for a lost cell phone, in may 2015, the claim was rejected due to no activity on the cell phone since January 2014. I went to my cellophane provider to obtain documents to show that my handset was replaced due to technical issues , and I provided the IME for the latest device which I was using. the claim was approved and they offered me a BlackBerry classic which I didn't like but had to settle as they said they only replace with something of the same brand. I had to pay a an excess of R300, after paying the excess, 24hr Mobility changed the story saying that I will be receiving a Blackberry Q10 which I don't want and is not what I was approved for in the beginning. the kind of service I have been receiving form them have been unsatisfactory to this point,