Non performance of obligations

The poor customer service by AON companies and in particular Finrite is utterly amazing. A year ago, I registered a claim on one of my cellular devices and it took weeks and complaints on social media for the device to be collected. Now, at year later, I have a claim on the same device and again, almost a month after registering the claim I am still waiting for collection. I once again have to resort to social media to get problems resolved. Today, I was informed that Finrite do not know the area nor post code of the area in which I live. This is odd as this information is provided when registering a claim, and was confirmed by the call centre agents on at least 2 occasion when I called to check progress of the claim. Thus, for reasons which do not appear true the device has not been collected. Why only tell me this today, after at least 6 phone calls from myself and the promise of 2 calls back from the call centre, which I am still waiting for. I have also requested that recordings of the calls I have made be emailed to me as I would like to review them and I guess that they cannot be made available as I have not received them