Pathetic Service

I had dropped my Huawei P9 Lite in some water which was on contract with Cell C and insured with C-Surance, anyway this mobile phone was sent in around October, took a while, but I was offered a new device as my Huawei was irreparable, around a month and a half later (late November) , which was then delivered to the Cell C store at Golden Walk Mall, Germiston, which so happened to get ****** 5 minutes before I entered the store. From then, the staff at the store , Including managers don't have a clue to what is happening, I've been paying my subscription fee for these 3 months with no compensation of a complimentary mobile to use in the time of this inconvenience, so I have no mobile to utilise what I'm paying for, everytime I call the store , The manager would literally tell me she has no idea to what is happening on regards to this incident.