No communication and Delay with claim

It was 7 days ago that I was told my claim was escalated, one of the team leaders sent me an e-mail and informed me that my claim was being investigated. I am yet to receive an e-mail or a call from the department the query was escalated too, I then called as I did not get feedback- I was simply shoved off and told that my claim had been approved, which is completely fine. I still have not received communication from the complaints department and I was told that I would be receiving my replacement which I still do not have. I don't understand the escalation process that is used here when I as the client have not received a phone call. My claim was delayed and this is not my fault and no one with the whole confusion of the IMEI had the audacity to even apologize when my claim was escalated and you are told that "We understand your frustration". I am still sitting 2 weeks without a replacement.

I am an extremely unhappy customer who has not recieved a response again...