Can Cell C please replace my phone as promised

<p>I took out a contract with cell c last year and took insurance with it. The same week I took out the phonee it was faulty, I sent it back to the shop the following day and it was sent for repairs. I received the phone after a few days, the phone worked perfectly fine. The 18th of April I lost the phone and reported it as lost the following day. I then went to Cell C shop in Fourways and was given claim forms. I went to the police station and received the affidavit. On the 22nd of April I submitted all the forms including the documentation they required. I have been following up, my initial one with their insurance ended up in me having to go back to the shop as I was instructed that it was not the shop's responsibility and it was insurance's. I called the insurance and spoke with a person by the name of Tiro, he said to me that the IMEI number was not the same as the one they have on the system. When i went back to the shop they called me that Csurance consultants are not working as it was long weekend, mind you this was during the week not even a weekend. I called Csurance again and spoke with a lady by the name of Dineo, she told me a different story now that I needed proof of exchange. I called the shop and the manager at the Fourways Cell C store sent me an email of the proof of exchange. Dineo acknowledge receipt of the document and promised to get back to me the following Monday. I have been following up on her since the tuesday after I did not hear anything from her on Monday as promised. I sent her an e-mail even after I tried to call her and was placed on hold for 30 minutes. This is a very frustrating experience. I mean I never had any problems when I had to pay them the insurance premiums but now they have to render the service I have been paying for they give me a run around. Pleaaaaaase help me</p>