Dishonest, unreliable and unaccountable

I logged a claim for ****** cellphone on the 14/12/2015. I was told the turn around time for the whole process to be completed would be within a week. I have called countless times to have this matter resolved and they ALWAYS promise to give feedback by close of business or the following day. The past 4 calls that I've made in the last 3 weeks I've been given that story and told they are waiting on a handset replacement form that was never sent to them from the store the claim was made from. For 3 consecutive weeks they have been trying to obtain this single individual at a store to send them this one particular form? They take their internal issues and making it my burden. No one has any sort of accountability, no knows what the standard turn around times are from floor staff to managers for their own operations.They promise to get back to you, the past 11 calls I've made I've only received one feedback call informing me it shall be resolved within 5 working days , we are now sitting 4 weeks later from that feedback call. Yet they have the audacity to deduct 2 premiums to insure an item that I don't have in my possession. The ****piest sevice from an organisation by far!!!