Telkom claims is dishonest

I took my phone in for repairs with Telkom Claims. I submitted it in December however receiving updates on the status of the phone. I received an email on 3 Jan 2025 from Telkom claims that I needed to pay excess which I did an immediate payment with a proof of payment. I did not receive an email from Telkom claims to confirm if my payment had been received. Instead I had to contact them on Friday, 10 Jan to confirm if all is order. Not only was I attended to by a rude agent, but I was only then informed that my phone is still with the technicians. I would assume that when a customer is paying for a service it means that service has been completed hence once has to pay to receive the product. I paid for excess which would mean the product is ready upon receival of payment however to be told that the technician is still busy with that said product. Why then pay for a product or service that is still completed because that is dishonesty.