I was not given a proper help as i was expecting it

My name is Ellen lesang Moletsane i bought a phone from pep store and insured it with new life insurance and I lost my phone on the 12 July 2021 then i reported the matter at meadowlands saps on the 17 July 2021 and went to cell c for ITC number i did all the documents that was needed but now they refused to give me a phone soi need your assistance to get my phone my contact number is ***