Unhappy customer

I lost my phone last month then i made a claim with Game insurance on the 27th of May then I was doing a follow up since then, the the phoned them again to find out about the process on the 6th June and they said the claim is approved I must pay the access fee and i did and send the proof on the 7th then i called the again to check if they received the proof and they said they did so I can go to Game to collect the phone before 17:00 on Friday or on Saturday before 13:00.. On saturday i went to game Promenade mall and they said I must go to Century City and it was past 11 already so I couldn't make it, imagine I took a day off at work OK, Monday I phone them again and give them my work Delivery address and the said I will receive my phone during the week, Tuesday I reminded them the said I will receive it the following week, Thursday I phone them again once I give them my ID the drop the phone, send the email they don't Reply. I'm so disappointed kuthwani xa kunje bethuna