poor service

Hello Peter.. ****** phone, on the 29the September I was ****** and they took my phone.. I reported immediately to the police and mtn, and was given claim forms at the Centurion branch , I have been communicating with mtn several times to find out the feed back regarding the claim and I was told there is no claim. Therefore I eventually got one of the consultant who helped to load the claim on the 13 November 2017 because the file was huge.. so that I can resent him page by page, I did that and that's where he managed to log my claim and now they are emailing me that the claim was declined because it was submitted late, after taking so much time and efforts, this is the poor service I received from them. Kindly assist