Bad service

I've never skipped any of my insurance payments which is R200p/m. I then paid access of R1500 on the 26th of October 2020 and was told i was going to get the delivery of my cellphone on with in 5-7 working days. Until this very same day 4th of December 2020 and I still haven't received my phone. Multiple emails were sent and multi calls were made. I'm kindly seeking for anyone's help on how I could solve this situation