STAFF CANNOT ASSIST ME TO GET A REPLACEMENT CELLPHONE DEVICE BECAUSE THEY HAVE NOT BEEN TRAINED

I have had the worst experience dealing with Jet and their insurance provider Finrite. Firstly they gave me a runaround to register my claim. They said my account was blocked only for them to come back and say that there was no block. When I finally got my voucher for a replacement device, I can't get it because the staff can't help because there have NOT BEEN TRAINED ON REPLACEMENT DEVICES WITH THE VOUCHER SYSTEM.

Now I must stay without a phone while I wait for them to do their training. How is this fair on me as a client? Why is Jet and Finrite not training their staff on their systems and procedures? I am being inconvenienced because of their internal failures!