Refusing to process my cellphone claim

I have since lodged a claim for my phone that got lost on the 10th of July 2023, I submitted all necessary documents after being sent from pillar to post to got IMEI number myself and being sent to call Telkom myself and block the phone myself

Now they keep asking me questions via emails questions such as how did it happen that you lost your phone? Who were you with when you lost the phone? Was the car locked or is there forced entry? Now its over 7days since they stopped answering my emails. I'm assigned Bongiwe Malgas who went mute on me.

I'm very unhappy, this is the 2nd time that I had to contact hello peter before they process my claim.