Lost phone claim takes so long.

I sent through a claim on the 20th of February for a lost phone. I got an sms for excess payment within 48hours but it has taken so long for them to issue me with a waybill number or give me a list of phones if my device is not available. Sadly they have told their agents to tell the same scripted lie that "your application is in process and you should get an sms by end of today". Tshepo even went to the extent of telling me he will call me back, which he didn't. The service is terrible, you hold on for 30 minutes before you get through. The last time I physically had to fetch my device in Florida after repairs cause it took so long. I leave the country next week and have no guarantee that I will have a phone, because of their incompetence.