Insurance Claim Nightmares

My Samsung A73 mobile phone was lost on 11 July 2024. I had insurance via my Cell C contract and I put through a claim. The claim was approved and a new device, a Samsung A55 was sent and received on 23 July 2024. I set up my new device and on the evening of 24 July 2024 I went to charge my phone for the first time. It would not charge. The cable would not fully clip into the charging port of the phone. I spoke to a customer service representative telephonically, and then also took the phone to a Cell C store, where I was advised that the device would need to be replaced. A courier collected the device on 29 July 2024. I have not heard anything since. I have not received a new phone nor am I able to get any feedback on the situation. It has been over two weeks and I am still sitting with no device. Every time I phone I get told someone will get back to me, no one does. This is ridiculous!