Unhappy with Service received from Discovery

I registered a claim on 11 December 2019 - on 23 December I received an email that they are still waiting for and assessment report. I then phoned them and only after that did a technician phone me to make and appointment for 26 December. He had car trouble on that day so on 27 December the appointed technician came to do an assessment. On 2 January 2020 I received emails approving my claim and authorizing replacement. The technician then called me and said he had to come and repair my freezer. How does this work - getting approval for replacement and the getting a call for repairs???? And when I phoned all I get is apologies that it is a mistake....no direct answers. Now they say they will get back to me today to resolve this................