Staff lost/stole phone

I would like to complain about the bad experience I have encountered with the Sportscene staff in Golden Acre opposite Mr.price. I took my faulty cellphone that i purchased at this branch to be repaired in October 2020 and was informed that I would receive a call the follow week that it was sent off for repairs.. November I went to the branch and was advised that there's no record my phone being sent off for repairs. The consultant that dealt with my issue's name is Bradley and Faiza bares witness that I gave my phone to this individual. The staff then tells me that they will follow up with bradley and I have to this day had no positive feedback or outcomes. I'm disgusted but the staff lack of customer service and responsibility by advising me that i should make contact with this individual because he no longer works for that branch. How is it my responsibility to follow up with staff members and run around trying to find the device that im paying for when I left the phone at this branch and it just disappeared from this premises. None of the staff can tell me what the next step would be.. all I'm told is that there's nothing they can do about it. Do i have to take matters further to get what belongs to me or to receive customer services?