Claim gone wrong

As per telephone conversation with Nancy of Telkom insurance finrite on Friday she adviced that the they will deliver the replacement device on the 31st December. This was an arrangement that we agreed upon , we found a recipient of the package. I received an email with the tracking number, when I used it to track they said it is not in their system. I called several times from 8 to 11 demanding answers and no one knew anything, I wanted to talk to Nancy she has been in a meeting with a client since 8am till now.

This is not what I was told when taking up the cover , they told me if something happens to your device, you come to the store file a claim and once approved you can pick up a new device. But that's besides the case I would like to have the device in hand no later than close of business today. Failure for such all payments to Telkom shall seize with effect from the 2nd of January, the amount payed on the 31st December 2018 shall be reversed. As Telkom failed to honour their promise to me. They strictly specified upon me buying the device that I can go the store and get a new device. But now I'm doing the run arounds. I don't know why, I have been a loyal customer for Telkom I've never missed my payments I've upgraded my contracts I cannot understand why they would make a commitment and not follow through was it to fool me as their loayl client. You cannot fool and play with your clients.