Phone Claim not being resolved

I logged a phone claim in July 2022 and all excess amount were paid. I placed an order for a Samsung A03 on 17 July as a replacement for a Samsung A02. I then made follow-up around a week later and I was told that I need to pay a top-up amount of R500 to get the Samsung A03 to which I asked why am I being told that I must top-up but earlier I was not told. I asked for FINRITE to give me the call recording for the 17th when I was not told to pay R500 as a top-up. So now because my son uses the phone for his school work, I paid the R500 on the 1st August so that my son can get the SAMSUNG A03 phone. I called FINRITE on the 2nd to advise them that I have made payment and they advised that all is in order & I will get the phone as it has been ordered. I made follow-up again on the 4th/5th August and I was told that the process takes about 7 days from the payment was made. I made a follow-up call again on the 10th August and now I am being told that the phone is out of stock and I am now being given a list of very cheap phones which are not in the price range of the value of the phone plus the R500 top-up I have paid. Why do I have to wait for 10 Days to be told that a phone is out of stock