Poor service

I am really dissatisfied with the service that I am receiving from Lewis in Wynberg cape Town. On the 3rd January I comp**** a claims form with the lady called Tracy I gave her everything. On the 26th February I went to do a followup I was informed by the store manager that my claim was approved and needed to come the following day to collect my sound bar. I could not come the following day due to my work and went there this morning. Tracey asked me I received an sms I informed her that the store manager informed claim was approved. She fiddle with her pc and some paper and told me the store manager is busy with my file. To my shock she was calling the insurance company and they have never received my documents and the store does not even know where is my documents. I mean really this is so pathetic. I had to call my self today to findout what is happening and she was waiting for Fundi who was outside for collection. I am without any music system and I am paying for it. If I miss 1 payment I will be receiving calls asking when will I be making the payment but they don't honor their word. Your service is very pathetic. Now must wait for another month. Lewis does not care about their customers they treat us as numbers