pathetic service

cellphone claim not resolved,when i call i get different timeframes for my query to be resolved,some of the agents even drop the call while you speaking to them,or place you on hold with no reason as to why.bear in mind i am using my own airtime to call them,no acknowledgement of receiving my query,they saying my phone was ****** on the 17/02/2020,whereas i clearly stated on the affirdavit they needed as to when my phone was ****** which was the 26/02/2020,it was a Huawei P20 lite which uses two sim cards on it,one contract and one prepaid,they keep saying its been escalated which doesn't make any sense why,as if my contract data comes in on the 1st of every month,i will use that data till it finishes,then because the phone uses two sims i will switch from contract to prepaid as i am able to top up the data on the prepaid one,now what i am confused over is that how can a simple query like this take a whole week to resolve,the people you speak to on the phone are unprofessional especially the last lady i spoke to who just dropped my call,i pay for a service but not getting any joy in getting my new device as all i require from them is to tell me how much the access will be and where to pay,but no-one can help me with this