Pathetic service

I am so annoyed by the pathetic service that TFG is giving me. I lost a phone and followed all the necessary procedures like getting a TC number as well as the case number from the police station. I then called Finrite to do a claim but was told that I needed to go to any TFG store for that. I indeed went to Foschini on a Saturday but was told that I needed to come during the week as they cannot assist on weekends, I then had to take a day off from work and went into Foschini where I was told that I need to go to a store where I bought the phone, Fashion Express doesn’t exist anymore the lady with an attitude just took my papers and mailed Finrite, I was told that I will get a reply in 24hours, it is now a 5 days later and still no word from anyone, not Finrite nor Foschini gave a ref number to show that my case is in progress, I need to have a new phone ASAP, I do not skip any of my premiums and this is the run-around I get?