IMIE number

I logged a claim on the 27 September 2019 my ticket number is 383240 till today nobody can help me .I logged the claim on time and I gave them what they needed ,the error was not on my side it was them,now I have to suffer .Ive been sent from pillar to post for a phone that I'm still paying.It is so tiring because no one is able to help me and I have run out of patience,because its been almost 6months since i Claimed for the phone.