Why should I hussle for you to do your job

I logged a claim last week. According to Frans it was going to take 48hrs to be finalised. 72hrs later I spoke to Khensani who was very helpful and manged to finalise the claim for me and arrange that I get my replacement unit. Frans then called me and told he was not at the office and would arrange that I someone come and fetch the salvage unit, it is now 72hrs again and nothing has been done by him, when I called someone then told me they will arrange the whole matter, I asked to speak to a supervisor and was put on hold and they hung up, I called back and asked to speak to a supervisor again wait for 8min and no supervisor. I want the salvage to be removed from my house ASAP AND I want A manager or someone in that place you call a business unit to call me cause I dont understand why I need to do so many follow ups in order for you to do your job??????/