Unpleasant services from Finrite

I submitted a claim with Finrite for my phone that had a broken screen on the 30th of May I called them as they was no communication and they told me that they are unable to fix it they will be giving me a new phone of which they requested me to pay an excess fee of R500, on the 18th of June they then sent me an SMS with the account details where I should deposit the money which I did and sent proof of payment on the 25th of June. After that when I called them telling them I had sent proof of payment, they confirmed receipt of the payment and told me that the courier guys will contact me within 7days to inform me of the phones available, so I can select the one I want. 8 days later I am still waiting for the call and when I call to make a follow up they tell me I must wait for the call I am not sure how much longer I should wait as I am not getting any communication