Cell c insurance

Plz assist me I'm so angry where I am, last year December I claimed for my lost phone at cell c and the claim was approved, I had to pay an access fee of R397 and I did they promised to order the phone for me, I provided adress and store where the new phone should be sent but up to this date I haven't received the phone, I've been emailing them daily with no luck, recently when I emailed and asked about the progress of the phone in tol they can't locate my payment, I've sent proof of payment numerous times but still, they are twlling me to go inside the bank, to do what I don't know because the proof I sent has exactly the reference number they gave me, I don't know what to do anymore.