Incredible refusing with my device

So I claimed for a device and Incredible Connections was paid by insurance but when I contacted the manager at The Glen he said they haven't received confirmation, then I forwarded the mail and never got any response and no one's taking my calls when I follow up about my device. Basically, Incredible Connection is refusing with my device that they've been paid for, so now not sure if the plan is for Incredible Connections to be paid by the insurance for my device and they keep it or sell it to someone else.