Call centre personnel lying and changing dates!!!

I lost my phone over 4 weeks ago and lodged my claim with all the required documents and the excess fee by 18/03/2016.My complaint is based on the past 3 weeks.I called on 31 March and was told that my claim had been authorised and that I'd receive my new handset in 3-5 working days.The new handset didn't arrive and so I called on 11 April and I'm told that my claim was authorised on the 8th of April...the same date I was supposed to receive my new phone...So I'm told to wait another 3-5 days for my handset to be delivered.On the 15th my phone had still not been delivered so once again I call the call centre.I enquire as to what was happening with my claim and I was told that it was authorised on 13 April and that I'd receive my phone by the 20th.At that point it occurs to me that they are changing the authorisation date to accommodate their delivery period so I request a copy of the phone call (which at the beginning of the call you are told that you can request).The lady blatantly said that she doesn't know how to send me a copy of the call.I was at a loss for words, kindly thanked her and dropped the call. So once again I'm waiting to hear what they'll say on the 20th.