BAD CUSTOMER SERVICE

I lost my phone on the 27/02/2016 and I reported it to my service provider on the 01/03/2016 and Police on the 03/03/2016, I contacted Dial Direct on the 04/03/2016 trying to claim for my phone. I called them for 3 weeks before my before my claim could be captured on their system. Then last week they told me all I needed to do was to pay my excess the I will receive a phone and I asked them for their banking details. I waited for 2 days and I did not receive the details then when I called on the 24/03/2016 I was told I would receive a call back and I have been waiting ever since. I do not think it would take a month to process a cell phone claim and they don't need to lie to me about all of this. All I want is my phone because I pay them every month.