Complaint

I submitted a claim on the 29 of November 2019 and payed excess fee and submitted all the required information and documents on the 11th of December 2019 but I still haven't received my new device. Everytime I call the call centre they put me on hold until the call drops. I've been sending emails to the *** nobody replies to my emails. The service I'm getting really sucks and the consultants are very insensitive. Nobody has ever tried to contact me because they do have my contact details . I have never missed a payment and they gonna debit my account again this month for a device I don't have. I'm gonna escalate this further because I'm really fed up!!!!!