Concerned and a bit disappointed customer

I took a phone December last year and on the first January it was ******, a case was opened and I was adviced to email all documents to get the claim going and I got an email saying the claim takes 30days to be resolved. Not to say I'm impatient but 30days is long for a claim to be resolved especially for someone like me looking for a job and I tried to do follow up email but no response, I mean the least you guys can do is respond and let me know how far. No claim should ever take that long especially when a vital important thing like a phone is concerned. I'm really struggling and would like to get help as soon as possible because my payments are up to date

Very concerned customer