unacceptable service

last week Monday I have submitted a claim for a new device , I spoke to Dean, he told me that the process will take 3-5 working days and the access fees is 10 % of my device- but then he claims that the lowest premium paid is R 150 as 10% of my device is R100. Nowhere in the T & C's it says this. I requested a manager to call me and explain this but none has bothered. I have submitted all the things they needed Wednesday only to wait Wednesday only be told the Thursday that I now have to wait another 3-5 working days: I email dean today for a progress report only to learn that nothing has been done with regards to my device being delivered to me? I want my Device today as this is the worst experience ever