Terrible Service

I've put in a claim for my ****** device on Sunday 13th August and today Wednesday 16th August I have made a follow up and I have been advised that I should wait another 48 hours because they've only started assessing my claim today. I have been on unplanned annual leave since I do not have a cellphone which i need to have for work and there are people that are telling me that it takes 5days to process a claim of a cellphone.