Very Bad Customer Service

I am experiencing the worst service with C surance Cell C finrite insurers. I submitted my claim documents on 29/01/2015 and called to check if the received the documents which they did I spoke to Lindiwe who told me to call on saturday of which i did, and I spoke to Thabang who told me that they were waiting for the usage documents so I needed to call on the 02/02/2015 of which I did and spoke to a lady called Florence who is now telling me to call tomorrow which is the 3/02/2015 more than 48 hours and no one wants to take responsibility for this and she promised to put me through to Lindiwe but the phone just went dead. I am really angry because when you call their offices you hold for almost 15minutes before talking to anyone who wont be helpful anyway. They never miss a date to debit my account but its such a big problem when I need to claim.