Cellphone claim ignored for no reason.

I've taken cellphone with FNB for more than 4 years now and I've never missed a payment. However, when I tried to submit my claim on Monday the 19th February they just ignored me. No answer, no text, no phone call, nothing! I sent several follow up emails but they all fell on deaf ears. I used to think they were the best and I would take devices from them on contract, but they have now showed me their true green colours.