Delayed/No feedback or update on query

My cellphone was ****** (2 April) so I followed the process of reporting the phone ****** to SAPS the next day (3April). I then went to Autopage the Saturday 4th April as the Friday was a public holiday and the shop was closed. I provided the case number and a copy of my police statement To Nalesha and informed her I would like to make a claim. A sim swop was then carried out for me and I was told it could take 24 hours - 3 days for the new sim to be activated. It took exactly 1 week for the new sim card to be activated, this was after me having to constantly call the Gateway branch and ask for updates or some clarity as to why this was taking so long. I then queried about whether my claim for my phone had been approved, 2 weeks later I was told it had in fact been approved and I would receive my phone by Tuesday (21 April 2015). I have sent a follow up email to confirm whether my phone will be available for collection Tuesday and I still have not received any response or update. The lack of keeping a customer informed or updated is not appreciated at all, I use my cellphone for business use and have had to borrow a phone in the interim period. Not happy at all.