Ignored customer

I submitted a cellphone insurance claim on 17December 2019 at the Foschini Mall of Africa branch.

I submitted all required documents including case number and original slip.

I have been following up and told the claim is pending. On my 3rd visit to the store I was told my paperwork was misplaced.

I sent an email on 30/12/2019 to customer care seeking assistance, but haven't received any. I find this totally unacceptable. I am a loyal customer. I pay my account in time and keep it up to date.

I have abided by the terms of the cellphone contract. I want my replacement phone.