over promise, under deliver

On the 25th of October my device Samsung Galaxy 52 was ****** in my home. Luckily I had an insurance with Administration Plus through Telkom. I submitted my claim on time and made a deposit for the excess fee of R700. I got an message that the device is schedule to be delivered on the 4th of November . Mind you I only received the device on the 8th of November that when the problem started. The device that I insured was a dual sim... and the the device I got takes one sim. I immediately emailed a lady named Monique who works there and he she said she will query with the supplier and call me. So I waited and I ended up calling them. I was advised that a request for a collection of the device has been sent through and this will happen by no later than this afternoon today. So i waited no call and no message of any instruction. I called and I spoke to an African lady whom I informed to call me back if the line gets cut off as I am running out of airtime. She told me that the supplier insist on saying they have delivered a correct device with a dual sim and I must dial *#06# and the device should show me two IMEI. they trying to tell me that I am that stupid that I cant tell if a device takes two sim cards or not. ... I even asked the lady to give me directions so I can personal deliver the phone and get my correct device. Monique from after 16:00 and she tells me that the supplier is so sorry for a wrong device however the one I need is out of stock.... which means they new very well that they giving a wrong device , thinking that I will accept it.... they will deliver Samsung S 20. Yesterday the came and collected the wrong device and I am still waiting, dololo ........ its has been 3 weeks without a phone... They over promise but under deliver, pathetic service .... whoever wishes to take insurance with them do cancel as they are good at chowing our money ...... bad service ever.... I am getting frustrated with the service that I am receiving , for how long should I wait or they are not prepared to deliver my device