Empty promises with bad service

I'm still waiting for my replacement device! My claim was approved before the national lockdown began, I paid the excess fee as well. I contacted finrite on 8 June 2020, they apologised for the delay and promised to send a waybill number within 7 days, today is the 22nd of June 2020. When I try to contact them now, their phone doesn't go through it cuts the call almost immediately. I'm really fed up with their service. Why can't finrite give good customer service?