PHONE STILL NOT RECEIVED

This is now my third review, I thought I was getting somewhere with finrite. I reached out to one of the customer experience agents who helped with my last claim in August, they responded and assisted me with by advising me what my excess fee was. I paid timely on that same day, that was last Friday. I was told to wait 24-48 working hours. I have waited, the time has passed and I have not heard anything back from that agent. I sent a follow up email yesterday but no response, I tried calling today but couldn't stay on the line because I was on hold for a very long time. I've paid my excess fee and this is now my fourth week without a proper device which has inconvenienced me greatly.

Also, something to note. The agent provided me with an incorrect reference number via email to put as my reference when paying, I used the reference they provided. Only to receive a delayed message 5 hours late of my excess fee details with a different reference number. I don't know what to do anymore with this company, I just want my phone delivered to me