Worse service ever

I claimed for a lost phone and all they do is saying that they are processing my claim and will take 3-5 days. After 5 days I called since they where just quiet and was told that there is no postal code. I asked the consultant if there is anything else he said no all is well and will processy claim and will take another 3-5 days. Today again I called to check how far my claim is. I am told that there is no IMEI number which I have provided on the first call I made to report my phone lost. I asked to speak to the supervisor they drop the call.