POOR SERVICE, NO FOLLOW UPS

I LOST MY PHONE WHICH IS INSURED UDER MY MOM WHOM IS THE POLICY HOLDER , I WAS ASKED TO PAY THE EXCESS WHICH I DID PAY ON THE 24th OF AUGUST 2015. I WAITED A WHOLE WEEK AND NO REPSONSE , ONLY TO FIND OUT WHEN I CALL THEM THAT MY PRROF OF PAYMENT FAX WAS NOT RECEIVED . I FAXED IT AGAIN ON THE 31ST AND WHEN I CALLED TODAY THEY COULDNT FIND IT AND I WAS TO EMAIL THE PRROF OF PAYMENT, WHICH I DID AND GOT CUT , CALLED AGAIN GOT ANOTHER CONSULTANT AND I HAD TO START AFRESH WITH MY ENQUIRY .. IT IS VERY FRUSTRATING TO KEEP ON GETTING CUT WHEN I CALL TO FIND OUT ABOUT THE CLAIM , IM A STUDENT SO REALLY, THE MONEY IVE BEEN SPENDING ONAIRTIME SINCE THE 24TH UP TO DATE IS TOO MUCH FOR ME. AM I NOT SUPPOSE TO GET A RESPONSE FROM THEM ? AFTER FAXING MY PROOF OF PAYMENT AFTER SO LONG AGO , I SERIOUSLY THINK THEY SHOULD HAVE SEEN IT BY NOW.I ASKED ONE OF THE CONSULTANTS TO CALL ME BACK AS I AM UNABLE TO PURCHASE AIRTIME ANYMORE BUT NO RESPONSE. WHAT I AM SUPPOSE TO GET MY PHONE ? IM REALLY FRUSTRATED ABOUT THE FACT THAT THEY DO NOT FOLLOW UP ON THEIR FAXES OR IT SEEMS LIKE THEY ARE NOT CHECKED REGULARLY.