IMEI not in the system

It has been 13 working days since I laid a claim for my cellphone after it got lost. The lady Neli Mavi (works at the store) told me I'd get a response within 3 working days from their insurance department as to when I'd get the replacement cellphone. After three working days I was told there's a problem with my claim and I would have to give the IMEI of the cellphone in question. I did. A couple of days after that I was told there's still a problem with my claim. 13 working days later Neli tells the IMEI on the slip/cellphone insurance policy is not on their cellphone insurance department's system. So basically I was sold a cellphone that was not on the Foschini system and on the Insurance department's system BUT R75 was deducted from my TFG account for about 22 months now. And I'm still not getting help, as I wait for the rest of the papers to be sent again at the store - I AM STILL WITHOUT THE NEW CELLPHONE FROM FOSCHINI. I AM SURE NOBODY CARES AT THE STORE, HEADOFFICE AND THE INSURANCE DEPARTMENT OF FOSCHINI.