I'M TOLD STORIES EVERYDAY

After I lost the phone I Rported it and sent claim documents as required. I received an email from Finrite saying they have received my documents. Four days later I did a follow up and I was told Finrite hasn't received any documents. A consultant that I was talking to said I must send it to her emails address and I did just that. Following day I had to follow up on the day if she got them but I spoke to a different agent because the one I spoke to the previous day was on the line. I had to explain myself again and he (Jonathan) tried to assist but when he checked in the system the IMEI numbers were not matching. I was a bit confused how could that happen and he said it usually happens when you returned/exchanged phones at the store and I did that when the phone was new the speaker wasn't working so I had to take it back and they gave me another one. I don't know how it happened that they didn't change the IMEI numbers and I didn't notice. Anyway Jonathan asked me to send the slips that show that the phone was returned. I did but now they keep saying the system is down I must call in the afternoon. With what airtime because a phone call last more than 30min. I'm not happy at all