Poor service delivery

I had done a claim on my phone.. 48 hours passed without no contact from them. I had to call, and that was when I received help. The repair company collected my phone and within 24 hrs, a report was issued to Discovery. 72 hours later, still no response from them. Only when I called they told me how they will get quotes and call me back. 48hrs, still no call. I called back and they said they will send voucher for the phone within 24hrs. It has been 72 hours and still no voucher and still no phone. It is frustrating how they will call wanting you to change to them but when you claim, they take their time to assist you. Your customer service and very poor and I have been told the person that's taking care of my case is Celeste N but even to date, no communication has been received from her.. I still have to do a follow up with emails and calls. and that is unfair as I don't have a phone of my own.