Bad service

I had a very bad experience with the cell c staff from Randfontein, I have a contract and a phone insurance with them. My phone had a problem and I took it to them for an insurance claim.

Everytime I call to find out how far they are with my phone. They always tell me that the person I wanna talk to went to the bathroom, or is at the back. Then they promise to give her my message and to ask her to call me; but I will wait for a week for the call. I've been waiting since 13th July till today.