5 months to date and still no feedback has been provided

My late mom purchased goods at Lewis Stores, their employee committed ***** instead of capturing the sale as a lay-bye she took phones that amounted to R4500 ( that was linked under my late mom's profile as a cash sale.) I went to Lewis Stores at Protea Glen mall and was advised that the incident should be logged with the branch where the lay-bye was made which will be in Volkrust MP ( drove to Volkrust as per the instruction ). I submitted the documents that they requested at that branch and after 2 months of not receiving feedback, Carol called and advised that they need proof from court as the documents that i was advised to provide did not have " sufficient evidence".

I provided a document from court that they requested, Carol informed me that she has escalated the incident to the manager, its been 5 months now and i still have not received any feedback.

The puzzling part is their insurance department settled the account but what doesn't make sense is how can they settle the account if the transaction was captured as sale? I requested for the calls that i have been logging for the past 5 months and was given an excuse as to why they cannot provide the calls.

The service that i have received is pathetic.