ridiculous service!

The service is ridiculous. I submitted my claim on the 13th March and till this day my claim is being processed. I called yesterday to follow up on the claim and i was told my statement was missing. I had the statement and other documents more than 3 times already. If i had not called then i wouldnt have known if my docs was outstanding. I went to the email i had shared with them and resent it. In the call with the agent i was told i would receive and SMS to confirm access that needs to be paid. this was yesterday and till today, i have not yet received the SMS. I called today to follow up on the SMS that was meant to be sent and i was told they are experiencing high call volume and took my number and said they would call again. This is the worst experience. I was told they can not escalate the call. I really need help to get my phone. after this, please help me cancel my contract.