So disappointed in your service

What a poor service, they must just stop insuring anything cause their service is so poor. I've been making a follow up on my lost device for like a month now, no call from them, you wait 15 minutes before they answer your call which frustrating and when they finally answer your call,they still can't give you answers. My contract ended but they were still deducting, so i lost my phone and i am claiming cause they are still deducting insurance money. All i need to know are they still going to give me a new device or not, that's all.Am so disappointed in their service.