Poor customer service and lack of integrity

I am so disappointed with the procedure of making a claim at Cell C. It has taken more than 2 weeks to receive my phone. The customer service is tragic, I was left speechless. After claiming on the 25th of June 2020, I received a call on the 6th of July and was informed by a lady that my phone was delivered at the branch that I made the claim. I go there and am told that there is no phone. I asked for assistance but was told that there was nothing I could get assisted with. Is that honestly the way customers are treated, clearly there was a miscommunication, but to pick up the phone and find out where the phone is. The manner the employee addressed me with was very condescending and made me feel like I didn't know what I was talking about. I was was later in the week told that the phone was delivered in Pretoria. I honestly do not understand why, because the claim was made at the Davenport Square branch and the form clearly stipulates my address.

This pandemic does not allow us to be traveling back and forth. Can we stop being inconvenienced and at least try to have some integrity. I need someone to call me back and explain the procedure of making a claim, because clearly I am being misled.