Poor customer service

Worst experience ever. I lost my device and submitted a claim, my claim was approved and was told to go collect a device at ackermans and ensure all payments are up to date before collection. I got to Ackermans, paid my rental and requested to collect the device as per SMS, there was an error because apparently I should have collected the device before payment. I was told that my matter will be resolved within 48hours. It's been a week now, i have no device and im so frustrated because I paid for something i don't have. My next rental payment is due soon, and yet they cant resolve my issue efficiently. I keep calling the call centre everyday to follow up and nobody knows what's happening, the escalation team hasn't resolved it, that's the answer I get everytime.i am highly disappointed in the service,and would not recommend to friends or family, honestly