Momentum slipping up?

Following my claim for my damaged tv, which was handled promptly and resolved very quickly, I am less happy with the last part of the transaction. I was told that Momentum will collect my old tv for salvage purposes. It is now almost a month, and the tv has still not been collected. I have followed up three times with the lady who handled my claim. She was very helpful and copied me on the emails sent to the salvage department. But despite her help, the damaged tv has still not been collected. This is turning what was an excellent service into something less than satisfactory.