Terrible service, no accountability, Day light *******

I lodged a claim for a lost phone on 12/10/2020. My claim was approved for R5000 and I paid the R500 excess fee on 19/10/2020. I got a call from a consultant and told her I need to decide which phone I want from the category she listed. I decided that i was going to take the Huawei P30 Lite 2020 and called in to get the banking details to pay in the difference of R1000 because the phone was R5999. I paid the difference of R1000 on 23/10/2020 and sent proof of payment to *** of which i stipulated in the email the phone i wanted. I called in again on 27/10/2020 and was told to resend proof of payment to the team leader *** and will get a call to take my order for the replacement phone but no one called. I sent an email on the 03/11/2020 to claims, lloydm, petunias and shaunt because my call couldn't be connected to Finrite to ask them to fast track the process because no one has called me to take my order and stipulated what phone I wanted and attached both proof of payments. The following week I called in and was told my order was confirmed with me on 30/10/2020 which I had no idea of. Every week I would call in to do a follow up and they would say I must wait my phone is on the way. When I called in again I was told I was contacted by RAM and I said I had no idea of a phone that was going to be delivered which I found strange because I was never contacted. On 23/11/2020 I called in and spoke to Masebatha she gave me a ref no to track my parcel with RAM to my surprise RAM told me the ref no belonged to a Mrs Dlamini and they couldn't track with my personal details. I called in again same day spoke to Ben and explained my situation all to find out that there was a mix up with my claim and Mrs Dlamini's claim since she ordered the same phone as I did. Ben kept on calling me to give update and gave me a tracking number on 02/12/2020. On 04/12/2020 RAM delivered my phone and when I opened the box the phone I got was a Huawei P30 Lite 2019 which ranges from R4500 to R5000 that has different features as the one I wanted which was a Huawei P30 Lite 2020 which was R5999. On 05/12/2020 I called in spoke to comfort and he had the audacity to tell me to use the phone since I opened the box and the phone is now a second hand. I asked him how else was I suppose to see the phone inside without opening the box because there are no features or phone display on the outside of the box and asked to speak to a team leader but he said team leader was busy on the phone and he will follow up with supplier to see what happened and will call me back on Monday 07/12/2020 of which he never did. I called again same day 5/12/2020 and spoke to Masebatha and asked to Ben but was told he is busy on the phone and I explained my story and was told that Susan the team leader would call me back which she never did. I called in again today 07/12/2020 spoke to Masebatha and asked for Susan with no avail. Masebatha told me she would refer my complaint to Lloydm and will give me feedback by close of business today but she didn't get back to me. I am appalled by the terrible service I got having to wait a full month to get a phone then end up getting the wrong phone and no one wants to take accountability and the Team leaders are avoiding talking to me to give me a solution to this problem.