Dissatisfied and disappointed

I am very disappointed with the treatment that I received from Telkom insurance finrite call center consultants. 1. I called there making a follow up on my claim progress. the consultants asked me to hold, which came to 30min or more after that they would just hang up the phone on my ear. I made a claim with them in 2018 for Huawei P10 lite and it was replaced with a Huwei P20 Lite. With this recent claim they asked me for an MEI number of the lost phone and I was told that the P20 lite phone is not reflecting on their system, hence they are the ones who sent it to me. A lady called Dineo told me that she has asked for a replacement letter from their supplier but yet every time when I call they tell me the same story of the latter. 2. On 27 February 2020 I mistakenly transferred money to their account. I called and explain about the blunder that I made, they said they will refund me and the money will reflect within 5 working days in my account. To date I still haven't received my money.