Poor service

I have registered a cellphone claim with Santam, I gave them all the required details and also paid an excess fee, they advised that they will come collect the phone yet they still have not done so to this day, when I tried to follow up they told me that they will not be able to come and collect the phone because I have provided 2 addresses, why can't they ask which address should they go to and I am the one who always follows up, had I not followed up then I would not have even be aware that they will not be coming. the service is poor and they just keep delaying. They also advised that they don't make calls, and that I must be the one to call