Worse claim experience and customer service ever!!

My claim was approved on the 27 June 2022 and I was told my new device will be delivered to my address, I waited for over a week and no one informed me of the delay or whatsoever. I then called on Monday 4 July 2022 and spoke to Megan and I was informed that the reason for the delay is that the supplier does not have the Dual Sim cellphone and the policy states that I should be getting a like for like phone.

I was promised to be sent an email with some sort of feedback from the supplier and nothing came of it. Tuesday 5 July I called again, spoke to Gugu and I insisted that she put me through with her manager or supervisor. (Pity I can't remember his name but an African man judging from his voice).

He explained to me that the supplier doesn't have the stock of the same device I had (P30 Lite). However they do have stock of Huawei P40 lite and they can offer me this device instead. Even though the P40 lite is not a google phone like the one I had, I still agreed and said it's okay I will take it..

He promised that I would get my new device on today (Thursday 7 July 2022), I asked my sister to call on my behalf this morning to find out when can I expect my delivery and she was told that the SUPPLIER IS STILL CHECKING IF THE IS STOCK AVAILABLE. I was told on Tuesday that the stock is available for the p40 and I should get it in a few days but today they are not sure if there is stock or not.

I am very frustrated and disappointed, can someone please get me a new device, I have been without a phone for two weeks now. I have been with the company for 8years now, surely I deserve some level of respect and customer service.