Bad service ever recieved,

Bad service ever received from Telkom Finite, since I’ve lost my phone on the 10 May 2018, reported on the 11th with all the required document and processed access fee payment on the June till to date haven’t received feedback. I have to call them, then they start actioning their progress( it’s like am sending them a remainder to do their job) The phone voice note state all calls are recorded and under supervision, I so wonder by which management.