Horrible service

Shocking service. I submitted all documents including excess fee for ****** cellphone on the 29th of October. They said wait 72 hours for authorization process. It is now almost 10 days after and I have no tracking number. Firstly they made me pay insurance for a phone they can't even replace (iPhone 8 plus). They have no iPhones as I have been told. What was I paying insurance for, if it can't be replaced?

So now they want me to choose between Samsung phones. I chose a phone and still no response. This service is horrible. When I try to phone in and check the status of the claim, the ladies say the same thing everyday, wait two days for a response to your email.... I'm tired of waiting! You guys wait for us to pay for cellphone insurance for 2 years AND excess fees then tell us you can't replace the phone. Absolutely disgraceful!