Disgusted by service

My iPhone X got ****** a few weeks ago at Foschini Mall of Africa , i was obviously devasted and i was hoping that the manager could assist me with viewing the footage of how my phone was ******, and if we maybe track down this person. My partner called asking her if i could come and view the footage and he was informed i needed a case number first before i could do that. I got my case number and i called the store various times and she was unavailable to take my calls for 2 days, they kept telling me she would get back to me but she didn't, i then was told by one of her staff that i can not view it, the police are the only ones allowed to view it, he went to the store waited 45 min for her and she told him she was too busy, they made an appointment for thursday , to which she cancelled because she was too busy, its been weeks and i still can not view this footage or get assisted, all i wanted is good service and im disgusted by the service i have been receiving from the store.