Claim not being processed

Good day I have lost my device om the 17th of February 2024 report the lost device. Got the ITC ref went to open a case at SAPS got a case number on the 19th send all documentation that what they require. That happened after several follow-up even we t to the Telkom shop at Tbe Grove Mall got a ****y service from the consultant. I followed up via call and will wait forever to get next available consultant. The time i get helped they told me my claim was not registered then I had to explain it was because I had reference number 135095 and they checked. Remember on the claim you also attach affidavits of how the phone was lost. Now I receive email ffom Hanny Letswalo asking me to explain the following. How the phone was ****** and I never reported ****** phone but lost phone. Again askwd me to explain where was the phone while I explained everything on the Affidavit. To date I have not gotten any response from aby on them. Come month end I have to pay. Kindly help with this. This ia a big company it shouldn't treat ua like this and we never owe then even a cent