Worst service ever

We have been with Discovery for over 5 years and this is the poorest service we have received up to date. We submitted a claim on a cell phone which had a cracked screen. The claim was submitted 5 October 2022. Last communication received from Discovery Lethabo Makgolane was 14 October to say that they will repair the screen. I e mailed her several times to ask for a follow up on the claim. I started getting worried in the first week of November because I have not heard back from anyone at Discovery regarding the progress of the claim. The claim was CLOSED by Discovery on 3 November, but I still have not received my phone back. I then phoned them on 7 November. The consultant then told me I must pay the excess, to which I rep**** that I have no details as to where, who or how much must be paid so how can I do this. They said they will e mail me the details. On 9 November I still did not receive any details. I called again. This time the operator put me on hold to call the service provider. I eventually received the invoice and made payment the same day. We send the POP to the requested e mail. I called the service provider the next day and the lady identifying herself as Milly confirmed that they received the POP. On the 14th of November I still have not received my phone back or any word from the service provider nor Discovery as to what is going on. I started phoning them daily. First report was that I did not make payment, to which I rep**** that the payment was made the same day as I received the invoice and that POP was send and followed up and the service provider confirmed that they received it. They consultant said that she will follow up and call me back. I phoned again the next day as I did not hear back from her. Again they said that they did not receive the payment. The consultant put me on hold for 40minutes to follow up with the service provider. I was on hold with the Discovery when the service provider called denying every to have received the POP, however just the week before she was on the telephone confirming 'oh here is the POP'. So the POP was send for the third time. She then continued by saying she will phone me back, I am still waiting form my call back. Received the phone on the 17th finally. During the whole process I have met wonderful consultants that was eager to assist and some that had a truly bad attitude and wanted to make this whole thing MY mistake. It is very interesting how they can quickly ask you to rate their service when it its good, however when it is as bad as this, NO ONE asks you to rate them. I have asked to lodge a formal complaint and was told that the team leader will contact me, so when I asked when I can expect the call the answer was 'when they get to you'. I am still waiting a call from any sort of authority figure from Discovery.