Non responsive call centre agents

Good day,<br> <br> On the 17.03.2016 I logged a claim for an Iphone 6 that was water damaged with c surance, the claim was approved and I was informed by a gentlemen called Delwan to pay the excess amount of R600 wich I did promptly on the same day. I was then told the supplier has sent the phone to Boulders Cell C. I have been to Boulders 5 times since then and they have never received the phone, the call centre agents keep telling me the same story when I ask for the name of the person that received the phone at Boulders. I am told we are waiting for the waybill number from the supplier. I have a called them multiple times and I get the same story. The date is the 11th today, that means it will be a month since the claim was made but still I don't have the phone. The service that I get from the call centre is shocking to say the least, when you ask for the manager you hold until the phone is dropped no one comes to the phone.