Extremely unhappy customer whom they happily deduct insurance money every month and are quick to send an invoice but not quick to help us

It's so sad that to get just a mere reply or a feedback from the consultants, one has to come to Hello Peter. I am on my 4th week now without a phone. I logged a claim over 3 weeks back and to this day I do not know what is happening with my call. I have received a mail from one of the consultants Lethlogonolo providing me with these numbers:33891 - TC027113 and asking for documents that I sent through. That was two weeks back, and they said they will get back to me the soonest( i dont know how soon is "soonest" at Finrite) , i made a follow up 6 days back and to this day i have not heard anything from them. how soon is soon from Finrite? i am unhappy, festive seasons without my smart phone