Horrible service

I submitted a claim for a cellphone two weeks back, and after it was processt and approved according to what they tolde ,they gave me a reference number JETCLMC*** yesterday and told me to wait for 20 minites and then my claim will be loaded and I can get my phone,then when they Jet put in the code they gave me , apparently it was not loaded. Today I drove another 80 km to Jet and I spoke to a lady who told she she will load my claim ,no reason whatsoever was given why my reference says claim not found, the lady told me to wait another 30 Mon and I did, but still the reference says Claim not found

I am being given a run around for no reason