******** customer service practice

My nephew lost his cell phone last year March and he reported the phone ****** and he was told to go and claim at any branch as the Electric express branches has been close, he went to Russell's in Pretoria Sammy marks square to claim and he never received a respond from the till today to come and get his phone.on the 27/02/2016 he went to Joshua Doore in Kempton park to claim and he was out told to pay the outstanding balance and he must go to Pretoria where he launched the claim first and they will assist him and he has to pay the balance.What worked me up it's that at the branch in Pretoria they couldn't find the claims form he signed and they said they don't know the person that helped him thelast time he came to claim.they ccouldn't even see the claim on the system at all.Is that how this guys treat their customers by losing such important documents and by not responding to their customers when they want help from them?so their tactic was to tell him to pay and they will give him a phone knowing very well that its not going to happen at all? I must say this chain will never get any business from me at all buy just seeing what they are doing to their customers.