Worse service ever

I put in claims on the 20-06-23. I was advised my claim was approved and my device was going to be send for repairs I needed to pay an access fee of R450 and hand delivered the device to my nearest cell C store. On the 23-06-2023 I went to a Cell C store(Alberton City) to drop the device I was assisted by Frank he contacted the Cell C insurance device department, and they advised I needed to pay the access fee before I can leave the device. I then made payment and used all the information provided by the store assistance. I then showed Frank that I had made the immediate payment. He advised that I must wait a bit so that payment can then reflect on Cell C device department. After 30 minutes we then contacted Cell C to check if payment was now reflecting they said not as yet. Frank advised me to leave the device and that he will advise once the device has been collected. Later that day I contacted Frank for an update, he advised that the device hasn’t be collected. The following week on the 27-06-2023 I contacted Cell C I was advised that the device was still not collected, when I asked why I was advised I used an incorrect Ref number they where not able to pick-up the payment. I advised that I used my Cellphone number as advised on the insurance forms and as advised by Frank. I was then advised that the ref number has been advised updated and that the phone will be collected. I phone Cell C again the following day the 28-06-2023 I was advised that phone will be collected later that day or the following day. I contacted Cell C again on Friday the 30-06-2023. I was advised that the device was collect Thursday the 29-06-2023. Almost a week later I contact Cell C I’m now told the device hasn’t be collected and the will escalate with the courier company. I’m now almost two weeks without a phone and it is very hard because I use the phone for work. What kind of service is this? We pay our premiums every month and we pay them in full and on time but when we claim we must deal with such ***********. Is this the kind of service that the Cell C proud it Cell C of?