Bad service and empty promises like the government

I send hollard all my documents for my lost phone about 3 weeks back and they have confirmed that they have received and my excess money too. But now the annoying and frustrating part is for them now to call me and replace my phone. I've call them so so so many times and every time is the same line, "I've send an e-mail to the replacement department and they Will be in contact with you in the next 2/3 days" and that was 2 weeks back. Even this morning, I just called and the same punch line again. You ask to speck to a supervisor, they put you on hold till your airtime runs out, it happened twice. I'm sick and gat vol, with your bad service and every time I spend my air to call and still no help just same old line. Improvement is badly needed in this business.