not following through

To whom it may concern on the 11th November my samsung J100 was ****** made a claim with Mr Goodman Vilakazi paid the ecsess and sent though proof of payment through all on the same day. called through to notify him that the proof of payment went through, on speaking to him he told me that a replacement phone will be sent to my place within 4 to 9 working days. since then i've been calling and emailing with no response to either. Today I went to game so they can call as I bought the phone there consultant there was on the phone for 45mins before anyone answered the call. When i spoke to a consultant they said it was only processed today being the 02/12/15 so Mr Vilakazi clearly didn't follow through with the claim after 21 days of waiting I now must wait another 7 days to receive the replacement phone. this is unexceptable that your company does not live up to their agreement. who will compensate for my petrol and phone bills to try and get response to your call centre. I'll be aiting for a response but I doubt i will get any as no one answers their emails or phones