Poor disgusting service

Lost my phone on the 14 of September paid an excess fee on the 18 september and was told by an agent that I will be getting my iPhone 7 Plus within the next week, I called again an agent told me that they do not have stock for iphones they offering me an iPhone SE , told them if I wanted a tiny phone I was going to buy it in the first place, agent said they will call me back to tell me which other iPhones they have which he didn’t bother to do. Today I called an agent says I need to pay an extra r4000 for an iPhone 11 since that’s they phone they currently have at the moment, which is absolutely nut and something I won’t do, it’s not my fault they don’t have stock of the iphone I insured. I’ve never missed a payment, When we insure our phones we don’t get told about making extra payments to get a phone. To top it all off I called today asked to speak to a manager, Agent Lesego put me on hold for a whole 30 minutes then dropped the call on me ( very professional I must say). When I called for the last time today, I was assisted by an Agent called Tevin, I asked to speak to the manager again he says the manager will call me after 48 hours, so what’s the duty of the managers on the floor, to assist customers when they feel like?, I dont know why I’m going back and forth with you guys because I’ve partje excess fee and all I want is my phone, no stories just my phone