Bad service

About a week ago I registered a claim for damages to my cellphone.. registering the claim was a quick effortless process... thereafter, however, I have had to call them to follow up on the progress of my claim and even this morning again I had to call to follow up but no one could give me a straight answer and when I asked to speak to a Manager they kept transferring me to a different person and even now, I've dropped the call but I'm still not sure what is happening