phone claim

i recently submitted a claim with Foschini jabulani mall on the 26th of december 2015 as my phone(samsung gallaxy core 2) was snatched whilst i was on the call. The lady Zanele helped me as i submitted all my supporting documents that i got from the police station. i called on the 30th i was told the 31st i will get a response, nothing still today on the 4th jan i call im told Mavis will call me, i am still waiting<br> i am very disappointed in the service i am getting and would like someone to help me in this regard. i am phoneless and i am not getting any sense of urgency.