Long wait for the courier bad service

I'm so not happy the way they do things i claimed for my phone and got approved on the 4th of January and the next day 5th I got a massage from them saying courier will come to collect my phone and when I try to call and find out Monday tried to follow up nd the other lady from the call center said they is no waiting period for collection of devices of which I didn't understand cause I have been paying for insurance for such purposes and I hv paid excess they wanted bt I'm still waiting up to this day I am back at work and I need the phone for communication I'm not happy