Teljoy Pathetic Service Delivery

Having had a Teljoy easy fix account for longer than 8 years, I find myself at a loss for words! I have requested their service in November of 2019. I then further made contact with them 10 days ago again logging a complaint regarding my fridge which has since resulted in a loss as my meat placed in the freezer had spoiled. The value of this being in the region of R3500.00. I logged an online form for completion upon which I provided them with the correct policy info as required. A gentleman has contacted me, yet 10 days later still no response. My pleas in November of 2019 has fallen on deaf ears. Is there anyone who can assist? My premiums are paid monthly and since inception has never fell back, or had a missed or skipped premium.