Lwazi playing child's games with me

I have a contract with GT cellular and I lost my phone within a month. I contancted Lwazi who was assisting me and she said they will give me a new phone with an extra charge as soon as my first debit order hasfone through. She asked me to call her as soon as they have debited the money so that she can proceed with the application for the replacement phone. Now I'm always calling her and she's making empty promises,saying she'll get back to me in a few minutes but she never does!!! She's a **** and as a client I feel like I don't have to be reminding her to do her job and going after her all the time! GT cellular treats customers like trash!!!