Bad customer service at absa instant life

I am an existing absa instant life client, and have been with them for two months. After my first debit order i was supposed to receive a fitness device( wich the cost is already included in my monthly premiums, which will overtime help reduce my premiums if im active enough). My second debit order already went through, and i still havent got the device. Ive been calling since November and they keep telling me excuses, most times their phones dont even go through. But immediately when i request call back pretending to be a prospective client, they call back right away. I dont know the amount of airtime ive used without luck, which makes me start to wonder if they will even PAY or answer the phone call in the event of my death.