My ****** phone at Retail store

I am writing this seeking a serious intervention. On 20/11/2021 I made a loan against my phone which expires on 19 December 2021 of R1540.30 inclusive of the initiation fee. Then on 27/11/2021, I went back to collect my phone and I was informed that my phone was ****** last week and they wanted to replace it with a phone of the same value or item and also to pay the amount of R1570 back. I decline the offer because I suffered a big loss, having to lose my contacts, photos, videos, and documents, I then advised the store consultant (FSIE***) that I would take an item or a phone of the same value without paying any amount because the store is covered for such incident. The store manager then *******ed my request. I wrote to their customer service on 27/11/2021 and no one responded till date. All I want is the same value phone or an item without having to pay back the loan amount, I hope your company will be prudent to resolve this matter amicably to avoid business reputation damage that will arise because of not taking my complaint seriously