Claims - terrible service.. they take forever

i have submitted my claim with Telkom - Admin plus. its been a month still nothing. when you call you will be on the phone for a good 30min without response. they don't revert back to emails and you could see that they have read as i would get read receipt. the service is terrible. the consultants have no patience nor know how to treat a customer fairly. its a disgrace. but they are quick to debit our accounts. now i'm paying for a phone i still haven't received a month later. this is disappointing and inconveniencing. i hope by the time i get my phone it will be properly fixed.