different excuses impossible promises

Lost a phone or its ****** because it can't walk away, and i reported it and made all steps I thought they are necessary, <br> then I claimed via cellc carnival mall of which I called their after realizing that no respond on my alternate number I provided on the form,<br> since them i have been calling them to find out until a guy told me to pay access fee of R350 and sent the prove of email, then I Called again the gave me excuse ( copy of id) and I explain about the previous guy and she promised me my phone will sent to carnival soon, then I called again the other day they told me that they wanted to know how my phone was ****** then I ask why they ask me to pay R350, then she said she will enquire again and my phone will be send to carnival within 5 working day of which I waited for and no response until I call them,<br> then today I called them same excuse outstanding of how my phone is lost, then I ask if they can give me my R350 because there is no solution but that question has no even though is cheaper for than to give a phone <br> so I need either a phone or just refund<br> out of 4 claims from finrite only 1 aproved via hellopeter.com 2 declined 1 outstanding,