Missing phone

So I have given my cell phone in for a loan, and it has been with Cash Converters for some time, And on Saturday I wanted to take it out, I have paid the phone and now I am waiting, My phone is nowhere to be found. I said to them Phone your regional and area managers, How conveniently they can't come, WOW I want my phone NOW and they now put the phone down in my ear and when they transfer me They put the phone down. I will go open a case of Theft. There is some of my important things on my phone that I really don't want to lose. No one has any answers W T F why