Bad service

I am so unhappy. My stove burned after doing everything that's required and they agreed to pay out. They said on Friday it will be before 13h00 that they made the payout so it will reflect after 7 pm the evening. Wife and I went stove hunting filling papers making promises to shop. Monday morning Just after 8 I phone miway again tell them they didn't kept there promise. The guy said he will call me back. I got no call back by 12 I phone again same story I'll call you back after finding out what went wrong. No call came. I call again before 3pm just to hear manager is in meeting no one to authorise the payment. So I was waiting like a poephol and they didn't even authorize the money. Just wondering what will happen if forgot to pay my premium will they also except my apology? Very bad service.