Bad, extremely poor disgusting service from Cell c

Once again very bad service , I have logged a previous complain but the service remain extremely bad and poor, my husband was contacted on Friday to pay the excess of R200 , then he can go into the store they will email it to the insurance and then he can get a new phone, as he told them he do not the phone to be fix and rather want a replacement which is the right of the customer, and with the extremely poor service was have been getting I am disgusted . We went to the store in promenade ask the assistant to email the proof of payment which is did when I ask for a confirmation that it was emailed look at me as if I was dumb, then my husband ask her if he can call there service centre sorry sir you cannot call from here you need to use your own cell phone, which we did advise the lady that we just emailed the proof and the consultant that we spoke to on Friday said that if that is paid we can get a new phone, the consultant then told us now it will take 2 weeks to finalize our claim, total ******* unacceptable , poor service , I am also in a claim environment and I know a cell phone claim is handle as a urgent , fast track claim.