Disgusting service

I submitted a claim for my phone with Megan Clarke over a week ago. After registering the claim she told me she would get back to me & I gave her alternative contact details. I never received her details or a claim number. I called in 3 times after this to follow up over the duration of a week. On the 3rd occasion I spoke to Bernice who informed me that the claim had been settled, even though no one informed me about this & that the phone would be replaced by New World. I asked to rather receive a voucher card. Another couple of days passed & when I called back I spoke to Romencia who informed me that Megan made a note on the system that she will not supply me with a voucher, however she never informed me about this. Romencia had to keep putting me on hold to go & speak to Megan as to why she didn't want to change the authorization to another SP but Megan refused. Megan at no point wanted to speak to me & she clearly was not busy on a call & gave no reason why the authorization could not be changed to a different SP. I had previous bad service from New World & for that reason I wanted the voucher card to purchase the phone from a SP of my choice. This is simply disgusting service!