Silence is not golden

My cellphone fell and i took it to Edgars Westgate on 06 February in order for my insurance that i pay cash every month to pay out. To date i never received any feedback. Last week i called the contact centre and was advised that they did not receive my claim form, however they do have my phone. I then e-mailed the copy that was given to me by the store representative. I then called back on Thursday to enquire if they received my form and was advised that i should receive an SMS by latest Monday. Today i called the contact centre again as i never received an SMS and Khangwelo Tshikukuvhe who advised that the claim has been approved, however i will receive an SMS today or tomorrow. I then asked to speak to a superior as i have no faith in this SMS system, i was placed on hold and advised that the supervisor Thamsanqa Khubeka is busy with another client and wont be able to come and assist me. I then asked to speak to a manager where i was told that the manager Kenaope Mpofu is not in the office. I asked how many team leaders are working in the contact centre and Khangwelo advised 6, however 2 of them are on the line with other customers and the other 4 are walking the floor. Khangwelo then removed her headsets and said "iyo" when i said if i dont speak to a superior i will go to social media. I was placed on hold back and fro for the last 20 minutes with no superior to speak to. I am without a phone since 06 February and if i dont do a follow up, nobody contacts me. I would really appreciate some form of communication as to when will my phone be fixed.