BAD SERVICE

I HAVE PUT OUT A CELLPHONE CLAIM FOR A LOST PHONE AND IT HAS BEEN WEEKS NOW AND I HAVE NOT RECEIVED MY REPLACEMENT CELLPHONE. I PAID THE ECCESS FEE AND I SUBMITTED ALL MY DOCUMENTS AND NOW I CANNOT REACH ANYONE ON THE PHONE I KEEP BEING PUT ON HOLD, CAN YOU EXPLAIN TO ME WHAT IS CAUSING SUCH A DELAY AND THIS IS SHOWING A LOT OF INCOMPETENCE I HAVE BEEN WAITING FOR WEEKS NOW. NO ONE IS CALLING TO DO A FOLLOW UP. CAN YOU FIX THIS.