BP Southern Africa failure to respond to correspondence

I was involved in falling incident in the evening at approximately 18:30, on 5 September 2024, in front of the BP petrol station in Valhalla, Centurion, I fell and sustained injury plus my cell phone screen was damaged. I reported the incident to the management, who acknowledged that they had CCTV footage that recorded the event. Management however dilly-dal**** and failed to submit my claim for repairs to the cell phone. There has been a change of management at BP Valhalla. I then submitted my claim directly to BP head office. I received a response on 20 January 2026, plus case number: Your reference for this case is ***5. Other than stating: Thank you for bringing the matter to our attention. We have escalated it and will come back to you once we have feedback. On 5 March 2026 I once again sent an email requesting feedback with no response.