Horrible service

I have a phone with Fonechoice, I called them more than a month ago, requesting that they please advise me, as I have insurance on my phone, it fell the screen cracked, I asked the lady how long it would take for them to pick it up she said usually 3 -5 working days and that I should please wipe/format my phone. My phone has been reset, I had to buy another phone after a while so that I have a lot of things happening and my phone is a necessity, about two weeks ago I called again and after numerous attempts I got through only to be told that, the matter is now with the couriers, the lady promised to make an urgent follow up and still nothing. I also asked what is there that they as the company whom I have my phone with, to whom I insurance every month can do for me, she said sorry there is nothing we can do. What kind of service delivery is that?????