Bad customer service

I lost my iPhone 11 on the 1st of May reports and told i should pay an asess fee which I did.been waiting for a week without feedback doing follow up .which they did respond yesterday around 17:00 ,stating that their suppliers don't have the I phone 11 with the same SUK number. Must take an iPhone 12 which will be R1260 installment for 12month which means I must start again my contract which I don't see being fair at all .request an called still today no one calls cause customer service number doest go through.did do a follow up even on whatsaap around 9 am today now is 13:15 no one bothered to respond.