Contract cellphone with Telkom

My Sister bought her cellphone at Telkom Direct in College Square Centre Bloemfontein and in April she took it for repairs,when she went there on the 19th June 2021 to enquire about it,she was told that her cellphone cannot be traced as it got lost. This was the first time the company is informing her about that. So she was then told that they're waiting for the insurance to give them a new cellphone so that they can give her the new one. So the sales consultant told her to come back on 22nd Tuesday,she went back but they still couldn't help her,up until today she hasn't received her cellphone. She can't get assisted at all,this issue is very frustrating.