Unhappy customer

I lost my phone in December, started the process of claiming. Did everything right , submitted the claim and even paid the excess fee of R1200. I then had to constantly do a follow-up on the claim. To say I'm unhappy would be a an understatement. In January i receved a call saying they are out of stock, they don't have the phone i want i then opted for the money. Mind you this was the 4th of January 2022. They toom my banking details and said it would take 5 days for the money to be paid out and reflect in my account. Today is the 1st of February 2022, i still have not received my money, i call almost everyday and I'm told the same thing "we're still waiting for feedback ma'am" What needs to happen now? What do i need to do to get my money?