Lack of feedback or returning messages

left 2 messages for the advisor dealing with the matter to call me back still no one return my call.I have never received a call from the consultant dealing dealing with the matter from the day the claim was lodged for cellphone a claim(CKP***/2)

Yesterday I was informed that "King Price" don't do cash settlement on cellphone claims you will replace the phone then hours later I received an email that I need to signed a document for a cash settlement which has cause a huge confusion from my side that's reason I called yesterday and no one return messages.