Delayed service and no feedback

Good day I am utterly frustrated on how CNA Alberton stuff give service to their customers. On the 20th of December I claimed my phone with the insurance I had through Hollard. My claim was approved on the 12th of January and a message was sent to me that my gift card was activated and I could fetch my new phone. I went there for the fourth time now on Wednesday and I was told the person who handles the cellular department was not in and I was there on Tuesday and I clearly stated to her I will come back Wednesday. It's been more than a week now going back and forth to get the gift card activated and all I get told is to please wait as they still trying to reach the insurance company to confirm everything. This incompetence of theirs has frustrated me and till today I haven't had any feedback whatsoever.