Send from pillar to pole

I got a new phone from the insurance and the next day I realised the phone had no video call icon rather sms icon then I went to report and was told I must wait for phone to update and I waited but on Sunday it was still the same I went back was told to wait for the technician and he never came back cause he resigned then they called the one in Kuruman and he said I should wait for another update and was invain. I called customer service they said I must take the phone to nearest branch for repairs then was send back so I can call the insurance and the same. I took the phone for repairs and still the same now was told there's nothing they can do I must call the insurance and I did they said I must send back the phone again for repairs. I'm really tired and need your assistance because I can be running up and down when they know it's a factory fault.