Why drop the phone in my ear?

I sent my claims documentation to Kgomotso today for the Blackberry Z3 phone I lost. I kept on phoning to find out how much my access fee will I need to pay as I need to have a phone urgently. At first I was told that Kgomotso is busy and will reply to my email, but she has since not rep****. I phoned again at about 12h55, spoke to Mpho who was very much in a rush such that she couldn't take it no more and dropped the phone in my ear when I needed more info regarding the hold up of my claim. To make things worse, I sent the claim in the morning, and never received an update regarding the claim needing to be brought to the attention of management. I've been kept in the dark and have been phoning the company myself in order to scratch for feedback and progress. As for the lady who dropped the phone in my ear when she couldn't answer any of my questions, I deem that unprofessional and totally unacceptable for a company that should be promoting customer service as part of the core values of the company. What is happening with my claim Finrite???<br> <br> <br> <br> <br> <br> <br>