Laptop claim still not handeld

My laptop got ****** early December 2014 and i have sent my claim for a new laptop and still nothing all i get is that they will call me back but never do and i have to re send my documents because they never receive them so it takes my time to go in to a shop and have the documents faxed and after more than times sent they still haven't gotten them , on Friday 10th i phoned and the guy told me ''before the end of next week you will have your new laptop so i haven't gotten any feed back so yesterday i phoned and they said we will call you back and no one dd the same story for today ...im so sick of telling the same story over and over each time, also my laptop being ****** in December i claimed so my monthly payments were on hold until i receive the new item which never happened so last month they said sorry if you do not pay the full amount outstanding you cant claim.....????Y should i pay for something i don't have or didn't get?????? im very frustrated with you people at Fonechoic...!!!!! i would rather cancel everything and go to my lawyers to get my money back from the 17th December till now then sitting one more day with the fonechoice stories