Standard Bank could have got this right

I recently submitted a claim for a phone that had water damage but was still functioning, albeit with charging issues. As expected, I contacted FNB for the claim, and they arranged for the phone to be collected and assessed. I was informed that this process would take two to three days. However, two weeks later, I was informed that the claim had been approved, but I would need to pick up the replacement phone from Phonefast. Unfortunately, Phonefast could not provide a clear timeline for the delivery of the new phone. I then requested FNB to cancel the order, and they advised me to nominate a store outlet where a voucher would be created for the replacement. It has now been almost three weeks, and the issue remains unresolved. It's disappointing to experience such inefficiency from a bank, especially one with which I've had multiple policies spanning nearly 12 years.