No help at Finrite

I lost my phone on the 1st of January 2020 ,Huawei P30 lite. I called Telkom to blacklist it ,got the required ITC number ,I sent the Finrite form with the required documentation but still I haven't recieved any Feedback even by today,when I am calling Finrite Telkom agents,they are not picking up calls everyday,but January end they debited their amount on my account but they are not attending my case at the same time so I am really confused what must I do as I am in need of my phone,please I need help .Finrite Info agents when I am calling them,they pass I to the Finrite Telkom insurance and from there no one who is going to respond on the call,please I need my phone as our agreement. *** for callz,name Ayanda Ngwane