Claim of lost phone through cellC

I lost my phone in July 12 and claimed it at cellC I'm heavenly pregnant and they were busy giving me run around first I had to go the store for signature and few weeks later they requested clear stamps on my affidavit. I use my phone to write exams and they coming up October 15 I'm still waiting for response from Hollard. This is very frustrating coz I pay it each and every month since 3 months ago but I keep getting run arounds my reference number is *** I'm still waiting for the response I haven't even got to the access amount stage please kindly assist me I don't know what to do