Telkom customer service

Logged a cellphone claim with Telkom insurance in March 2019 and they came back asking for me to pay an excess of R750. I have paid the excess and they told me that the device is beyond repairs I will get a new device. Since then they have stopped communicating with me, I have been following up on a monthly basis with no assistance, they still debit my bank account and no cellphone. I have been phoning them on ***, either their system is down or they will call me back or put me on hold for ever. This is one of the pathetic customer services that I have ever received in my entire life. I spoke to Hanicky Mthombeni who refered me to her line manager Andile Mkhwa****, have waited for the manager for over 45 minutes. I wonder if this the best customer service they can provide to their clients.