Sony Hifi (Sound System) Amplifier not working

On the 6th May 2015 i called African bank customer service to report my damaged goods (SONY HIFI) and the consultant who i spoke to said he has logged a call for me and i will be contacted in 3 working days, till today no one called. Then on the 13th May 2015 i went personally to African bank Jubilee Mall branch whereby i was given insurance forms to fill then they were send to the relevant department. There after i was informed that i will be contacted, its been a week now, still waiting for the call. I don't think its fair for a customer to pay for the something which is not working ( especially an insured item). I would be happy if i can be contacted ASAP and be updated of the situation.