Finrite finwrong

Its so distasteful that a claim must go to complains before proper action is taken. Till this day I am still waiting for a consultant to contact me. Instead I am caling weekly for mere feedback. Money is being debited from my account monthly with no default but I must get appalling service I fail to understand why admin plus is failing to update their details once a phone has been claimed. The P20 lite was replaced by the Y7 Pro in 2019. Delivery guy was provided with the IMEI number as form was signed . However now I am being told they cant pick up the Y7 from the system and claim qont be paid.

How is this company still operational? If I dont get a response I am definitely going to report this to the ombudsman. I myself work in insurance and I know that this is not ethical.