Bad Service

How does CSurance operate. I paid excess on the 19th Sep 2018 and emailed them POP, they mailed me back and said that my phone will be ready within 7 working days and ask me for pickup point. I rep**** to the mail and wrote where i would like to pick up phone, 7 days later still nothing. Called yesterday and no one could help.Called them today and was put on hold by 3 consultants for almost 20mins each then the last call I am told that the device was only ordered today and device will be ready in 7 days. Guess i must wait another 7 days, 7 days without a phone again. Pathetic service from Csurance.