Customer losing valuables and not prioritized

Hi all -:)

I lost my cellphone (iphone 7+) at Edgars Cresta Shopping Centre on the 28th Oct 2017. I must say I was very much disappointed with the way they handled the situation. I don't know what the processes and procedures are but I was not allowed to view the footage as they claimed that I am not seen in the store itself, 'apparently' I was seen only making an entrance but when i asked the manager to see the video and go through the investigation together, she dismissed me and didn't explain why I wasn't allowed to do so. I would have understood if other protocols were observed or better yet an explanation of security concerns but that wasn't provided.

And so my search for my cell phone ended with no success and ended up going back with no mobile that day. I managed to get the contact details for the store and the next day (29th Oct 2017) I called the store to inquire about it, just to find out if possibly someone has picked it up and submitted it to the Control (Lost and Found), the manager had promised to call in a few minutes but didn't get back to me, I called the line several times after an hour of waiting and she didn't pick up. She only picked up a call i made from a different Line (so what does that tell me).

Regards, Kay (not so happy customer)