Bad Service

I reported a damaged phone in April, finalised all documents and access mid May. Since then I have been following up with agent Simphiwe Mantsibi, he keeps giving me excuses of the team leader not having seen the attachment on document passed on to her. Last week I called and was told that I would have my replacement by Friday, today I call team leader can t come to the phone, but her excuse is that she didn't' know which handset was chosen. If the agent I spoke to documented everything, why is it so difficult for her to do her job?