Poor service delivery

I have had the worst customer experience at Telkom it's been almost 5months now since I have claimed for my phone. I have sent a claim on the 4th of August 2021 at telkom claims till this day I have never received a response from them. everyday I try to call them and it's either they put me on hold till my airtime is finished or they don't answer at all.. And the consultants that I have spoken to said they have received my claim and funny enough that they have deducted my insurance access fee and each month they get their money without fail..i want Telkom to get me my phone before the end of this week cause I'm paying insurance for that phone.. The only thing they do is keep calling me for an upgrade while they don't say anything about my phone (claim).