Poor service, response and feedback

I claimed from insurance when my tablet was damaged, and the claim was accepted, New world was then advised to supply me with a new tablet, I paid all the required money via eft. I then sent the proof of payment to them. I followed up and a Lady from New World confirmed that they had received the proof of payment. I then spoke to the person who was dealing with case and he also confirmed, and he then told me that the tablet is on its way. this morning I received a voice message asking me to contact New World, I did call them only to be put on hold and I kept on calling them and no-one there had a clue on what was going on with my case. I called again only to be told that I have not paid, I resent the proof of payment and called again to confirm only to be transferred from one person to another until the last person just cut the call without helping me, according to me that is bad service