Claim approved and 3 weeks later I am still without a phone

I put in a claim of a lost phone on 6th of January at Vodacom store Jabulani mall. And the lady that was assisting me said the claim was approved but the don’t have iPhone 11 128g and it will be ordered on Tuesday the 9th and she will call on Thursday once they are delivered. Didn’t receive the call I decided to go back on Saturday on the 13th she had forgotten about my claim and promised again that she will call me on Tuesday to fetch the phone. I never received the call and I decided to go back again to the store and spoke to the same manager and lady and all I can say is the customer service is bad and they don’t really care about the customer. And it seems it’s all fun and games when I am without a phone for 3 weeks. Because now I’ve been told they will order on Tuesday but it doesn’t mean that my order will come on Thursday. I’ve been with Vodacom since 2016 and if I had issues or was claiming I received a phone within 24 hours as per the agreement but the round around I’ve been given is disrespectful and disappointing.