5 days and my claim has still not been processed

I called the call centre +***7 and the lady I spoke to dropped the call. I called again and spoke to Sindi. There was a lot of noise in the background and I asked her if the people in the office are aware that she is on the call with a client. She then requested to rather call me back. She told me that someone indicated that the letter was not signed and for that reason they cannot continue with the claim. I told her that I would not send a letter without signing it and she confirmed that she saw the signature and that the problem with the letter is that it does not have a date on it. I told her that no one informed me of this and the sim is insured too so I cannot perform a sim swap or access my banking. This claim is extremely urgent as I use my phone to generate income and everyday that I do not have a device I lose money.