Device Replacement!!!!

I am so irritated by the level of service the Cell C device insurance department has given me.

My son's phone got ****** in June, I reported and done everything that was supposed to be done, including paying the access amount for the device to be replaced. No one has bothered to come back to me. Yesterday when I called, a consultant who goes by the name Refiloe assisted me and we unfortunately got cut off, could have been network issues I am not certain. However she did not bother to call me back and assist me to my satisfaction. This is totally unacceptable. I have been a Cell C client for more that 10 years if not 20.. I am loyal to this network, but the way I have been treated has got me thinking otherwise. Can someone superior call me and handle this issue.