HELP! I NEED ASSISTANCE!

I submitted documents to Finrite on the 7th of January after speaking to one of their administrators, Thato, who advised me to submit an affidavit, latest cellphone invoice, as well as a copy of my ID. After having done so, I was told to wait for 48hrs and would receive an SMS with how much the access fee would be, but didn't receive any communication from them. I've called several times with no response regarding the SMS.

I contacted Telkom via their Twitter account, where I was also asked to submit the same documents to *** with the ***. Once I did, the customer service agent on Twitter told me that the email was received, and I would get communication from the email address end, which has not happened as of yet.

On the 31st of January, I called again and was told that my claim could not be approved because a report from Telkom states that the last time I used my device with the contract sim card in August of 2019. This is factually incorrect on two counts; 1. the sim card has been in use since the day I bought the phone in May of 2019, and 2. my invoices show that I have increased my monthly limit until November. Calls were also made in December with the device and sim card.

The lady I spoke to said that she would escalate the issue and I should wait until they get a response by this Friday, the 7th of February. I also asked the lady if I can request for all the calls that I made throughout January should I need assistance with getting help with regards to my claim.