Extremely bad service

On the 14th of November 2019 I had logged a claim for my device(via their email) which I had unfortunately lost.Immediately after sending documentation I called their call center to confirm if they had received what they require.All was confirmed and in order, was then advised to await for response (24 to 72 working hours).

4 Days later I call in for follow up. A very rude consultant who does not want to listen as to what I am saying is telling me that the Device Insured is my previous device before I upgraded with Telkom.

Before I took a new Device my telkom contract had already ended and I had also cancelled the insurance for the Device(no debit was running on my acc ) that case was closed*

Now apparently I have to suffer because you did not update details from your side, Like how is this my problem to begin with?

To date I have 4 escalations already. Each time I call in I have to explain myself from scratch and no escalations found. When you ask for supervisor they will come up with all sorts of excuses(On lunch,not available today, busy on a call(I literally held the phone for 25 minutes waiting for a supervisor who is said to be on a call. Really?

I then requested for a call back and guess what? No one has even bothered to get back to me. Can I get answers as to what is happening for heavens sake?