No Phone in 5 days

<p>I have a contract with Telkom and i also took insurance with them. Long story short, I submitted a claim which they approved and i also paid access on the 02-Mar-2017. On the 6th i called for feedback and they told me i wont be getting the same phone that i has as they are out of stock and i was provided with new options of which i responded and chose the phone. 5 days later i still have not recieved any feedback from insurance, each day when i call they tell me they have not recieved a WAYBILL number. One of their consultants told me "there is nothing they can do" i must just wait for the warehouse to respond to my e-mail. I requested to speak to her Team leader and it didnt happen because she was busy at the time.</p> <p> </p> <p>I am paying my insurance on a monthly basis and i do not believe that the service provided is of the standards.</p> <p> </p> <p>My querry is way out of SLA and the only way they are dealing the matter is by sending another e-mail.</p> <p> </p> <p>My question is, how do you escalate a querry through an e-mail if the existing issues is that the initial mail was not responded to. Who will respond on that mail????????????????????????????????????????????????????????</p>