Unhappy client

Good day I lost my phone in March 2020 and made a claim. Was given the excess amount that I should pay of R1129 and made the deposit payment. I was then told that my claim has been processed and I will be receiving my phone soon. I called in last week to check how far my claim is as I'm waiting for delivery but was told that they waiting for a wayble number and it's still off line. It's been seven days now and I called in again today and was told that the it's still off line. Please assist me in this matter as I have waited too long and still don't have my device. Telcom is not giving us good service as their clients and its not fare