1 Month worth waiting for Cellphone Claim

I am so sick and tired of running after these people as if we do not pay them on a monthly basis. Why is it taking a damn full month to get a phone replaced???I've been calling and calling for the past two days but none of your consultants are answering after they told me that we will receive an SMS with the excess fee details on Monday, 03 Feb 2020. I've just had enough of this. I want to know when are we going to get the phone and details of the access fee. A claim was submitted beginning of Jan 2020 and it's Feb 2020 now we still waiting.Why are you treating claims differently?? is it because of geographical information? This is so sickening! It took you two weeks to replace two claims for one person but it's taking you a whole month to assist another client. That account is being paid monthly to pay your salaries. Respect us please or we can just take our business elsewhere. Just because my father is old that does not mean you should take him for n' gat. Give the damn phone! You will have to call me on the number provided because He has asked me to take over this case since you are so damn ***********.