Cell phone gone at Telkom PE

Hello Peter please educate me.. I sent my P Smart in for a screen repair in February 2020 (20/02/2020)... Telkom the Bridge in Port Elizabeth When I make enquiries about the progress, they can not find my phone.. Last month, 3rd time the matter was taken up by the store manager (Marina Serfontein) who then resubmitted the claim with Fin Rite who is the insurance company. (03/06 /2020). Yesterday I checked for progress again and once again no luck.. So today 22/07/2020 the store manager was in office (this is my 5th visit to the telkom store) off-cause the checked again for the cell phone and they can not find it.. When I asked what now? The store manager simply said its out of her hands.. Please help