Undervalued Client

I've never received such a pathetic service in my life - Only MTN provides such. I made a claim for a phone which was insured with them, I was told to pay R 300 excess fee, of which i did and provided them with proof of payment. Then i was told to wait for 5 business days as they have to place an order with their supplier. 7 business days has passed only today when i made a follow up i was told the excess fee i paid is shot of R50. I've been making follow ups with them trying to speed up the process no one told me about the outstanding R50 which also doesn't make sense how their consultants wouldn't know of such. They know very well that i don't have another phone.