Delayed replacement device

I got ****** off my phone 3 weeks ago, I actioned all the necessary requirements, submitted all the documents, paid up the excess fee, only for them to tell me at a later stage when I asked when i'm getting a replacement device that i'm only gonna get my device next year???because the warehouse is closed, I understand its holidays but I feel like they were being ******** about the situation because the entire time I had to be the one calling them to follow up on the progress of my case, I was basically helping them do their job, no sense of urgency or whatsoever, I'm not even trying to be a difficult person but this is an urgent matter and we pay for insurance for convenience and security and I obviously cannot afford to buy a new phone every time I lose a device, now i'm forced to go home without a phone, how am I even going to cope when i'm phoneless, after I get my phone i'm done with them honestly, I was actually told not to use them but I was willing to give them the benefit of the doubt, but nahh, imagine dealing with the trauma of being ****** and still go through hell trying to retrieve a device that is paid for every month for security? are they not supposed to make things better?