Disappointed yet again in Finrite

I am saddened by the fact that I have to come to this site yet again in order to get my case resolved. I reported a damaged phone on the 10th of January 2020, it was collected by RAM couriers on the 13th of Jan 2020. I have not been updated by Finrite ever since, they just wait for me to call in order for them to give me stories instead of just giving me a plain update on my case. I have to keep repeating my story every time I call. On the 21st of Jan I asked for a claim reference number but I was told the system is down. I was also told that they are waiting for Telkom to send them the latest copy of my invoice and that this is taking long. The agent asked me to forward them a copy of the invoice and I did that immediately after the call. I tried calling them again yesterday but the phone rings non-stop. Can someone please give me a call? I need to know when I will get my phone back and also how much excess I am expected to pay? I mean this is such a simple case, do I really have to struggle like this?