Disgusting service ever

Good day

I submitted a lost phone claim earlier this month, submitted all the necessary documents and claim was approved. I received an email on the 12 /08/2024 that they were processing the device and that it will take up to 5 working days up until now I haven't received the device I haven't received the waybill number Monday the 19th I called the claims department asked them about the situation was told that I will receive the waybill number the following day, Tuesday came I didn't get any feedback I called again the said they have system issues and I was stating to get irritated with this situation I asked to speak to a team leader or manager was told the manager was busy they will call me as usual they never did. This morning at 08:52 (22/08/2024) I called again that's when i received a bad service from one of the male agents that were assisting me after explaining everything to him, he told me to wait after that he came back and saying that I need to choose a device I told him I've already chosen the device 2 weeks ago and the claim process is pass that stage he told me to stop whining and just choose the danm phone I told him not to speak to me like that I asked to speak to his superior he made me wait again then got back to me and told me to write the waybill number done I asked for his name not once or twice he didn't gave it to me instead he drop the call 15 min 31 sec that alone was high level of disrespect and that made me to come to a decision to cancel my relationship with you guys relationship dating back in 2014.