What happened to my "irreparable" device?!!!

I lodged a claim with Admin Plus regarding my Telkom contract device on 20/07/22.The claim was rejected and I was advised I need to pay 1500 cash as my device was "irreparable" in order for them to give me another device. The claim was then rejected on 26/07/22 and at the time I had already done an early upgrade since my contract was ending in December. To date my device hasn't been sent back to Telkom Maponya Mall despite the matter having been escalated on the 10th September. I just left the branch now and there is still no response to date. Can someone please get back to ASAP as I'm starting to suspect foul play now🤔