Unresolved claim

I've submitted a claim for my lost mobile on the 13th of April 2025 my claim has not been resolved even today there's an excuse after the other i was given the Re: C***, I have been asking for a phone call instead of back and forth emails however ive been Ignored by the person handling my case by the name of Anika, ive even called them and was advised she will contact me back via a call but did not the last straw is them telling me that the backlisted ITC number reflects a different name from mine i gave my network provider a call and was sent proof that it was black listed under my name which i forwarded to Anika but she still comes back with the same response that its not under my name and they can say who its under because of POPI ACT how can i verify that what they telling me is the truth because on my side I've provided them with all the information and proof request. why is taking long to resolve this claim