cant find my phone on the system

I have a contract with cell c for a Samsung S3, and had insured it with c surance ( but since cancelled it because of bad service)... last year I lost my phone and after a long fight with them they finally delivered to me S4 to replace the lost S3.... now problem is on their system they do not have the S4. I am having problems with getting information about the S4 even after I had called a million times and given them my id number and the phones IMEI number!! the call center keeps saying they will get back to me with the information but no one has, my phone needs a new screen due to damages... but I cannot get it fixed without the details of when the phone was sent to me.. Samsung can only fix my phone only after I have that information. I am currently without a phone thanks to this great service cell c call centers give!!!!....