Bad service should not be the Standard

I have a problem with C surance... I have been waiting for my for since February 2015, and every time I call them they tell me the same story. They sent my phone to the wrong place twice. How can you make the same mistake twice, even after they confirmed with me. To me this is a big inconvenience since I had to buy another phone to replace. I asked them why am I paying premiums if I am to be treated like this.