not surprised but utterly digusted

I logged a claim a few weeks ago for my cell phones and the claim was sorted and handling okay (could have been better) but that problem has been sorted out by Lerato, whilst speaking to Lerato, i advised her that client care was meant to call me the day i registered the claim (29th) to remove the 2 cell phones off cover, and to date, no one had called me back, she then transfered me to client care, when i spoke to Raffick, who had no clue about anything, i requested to then speak to his team manager Miss Prinsloo, who is meant to calculate my prorata refund that is meant to be paid back to me, I suggested to stay on the line with her until my query was sorted as i was promised feedback / calls before speaking to her and i never received it and she assured me that she would give me feedback by end of business yesterday (09.02.2015) and its now 10.02.2015 @ 11h38 and she has had the decency to call me and give me feedback about how much they owe me, and by when i would recieve my payment, i am utterly disappointed in the service rendered here, when you pay for a service, you expect to receive it, if management does not follow up on queriesm how are the advisors expected to adhere???