Finrite the worst service provider

I have never in my life experienced such terrible issues.

I 1st lodged a claim for my phone on the 2nd of December. I have barely received any feedback from finrite since. They inform me I need to pay excess to get a replacement but this is after I had informed them of their policy of if the cost of repairs exceed 50% of the repair value, they would repair the device. Their call centre you have to wait for an hour on the phone, if not more and still nobody can assist you. There is no escalation process. How can it take 3 months + to resolve a claim? Poor service yet the customer fulfills their obligation to payment without any issues. This ,matter was meant to be resolved within 72 hours, clearly a lie to just get you to keep quiet. Unbelievable