Bad service, Two months for new device and no communication

First I would like to express that the 1 start is not by choice because I feel like they don’t deserve it. I booked in a lost phone with Sportscene and I have never got any communication from them. I called in to verify if the phone is in progress and I was told I need to call finrite and find out on my own. I did that and I got no feedback from them. I had to call sportscene now today and the staff kept answering the phone and putting it on the side. The next calls they kept hanging up. What’s this ? I’m paying for a service here