Frustrated and Disappointed

I lost my phone on the 17th August, and submitted all the required by the end of the week. Since I called on Thursday 28 Aug to check the claim progress, i was told From Fri 29th i will receive an SMS with account details so i can pay the Access fess. I waited, nothing came through. I called again on the following Tuesday i was told the same thing, and again on Thursday the 3rd, every tie i call they just was the IME number to verify the its logged under the "correct sequence". This is frustrating and disappointing that when we have to claim its such a hustle but you guys never miss a debit order day. I want my phone please.