Monitors Insurance - Looking like **** artists

My colleague Princess Tshali, purchased a Samsung A13 at Foschini 2 years ago. the phone was ****** on public transportation on the 26 April 2024. All the required documentation has been supp**** but to date nothing has been sorted out. The number we have been dealing with is ***. They are asking for a number from her starter pack which is used in her phone and was purchased 15 years ago. Nobody has that information all this time later. If I didn't know better I would think it was a ****. And I'm expecting the same response that I have been reading on all of the reviews. Get creative with your responses and sort this out please