Verification of my bank statement

I am very disappointed with Rentoza - I got ****** and lost my phone. I made a claim and paid R2133 rentoza protection fee which is nonrefundable. I later was sent a whatsapp that my application was not approve as I failed the verification process. The agent sent me a message that she can't see my salaries which are clearly there on the application process. And also how do I verify when I dont have a phone - please refund my money back ***, ***, ***