Pathetic service

On the 27th of September submitted all the necessary documentation and I never received any feedback. 7 October called you call centre and it was only then I my claim was logged and I got an incorrect reference number for the payment so they will send ,my claim for approval . Wednesday I was told my claim was approved and I should get my waybill latest on Friday . Today I am told the supplier can only confirm model they have on Tuesday .I don’t understand why am I not be given an option to choose on what they have and I have to wait that long to get my claim procced when I am paying every month without any hustles It has now been 3 weeks and I keep on getting told that my claim has been sent for authorization and that it can take 3 working days. How much longer will I be waiting????!!!!!! And when you call the call centre and request for a team leader they never available ,left call back request and they don’t even bother to call. And will my account be debited again on the 20th?