disappointing service

My husband took out a contract for me from telkom mobile just over a year ago (a Samsung Galaxy S5),the screen on the phone broke so I sent it to ADH and they require a proof of contract, I lost the proof of contract when we moved house so my husband went in to telkom branch today and the guy assisting him says that the person who did the contract for us didn't put the imei number on to the system,this guy had quiet an attitude with my husband and said he would have to wait 1 hour for the manager or leave his details n the manager will get back to us today, my husband asked for the managers number which the guy gave with much attitude but they haven't got back to us and they don't answer the call I tried the number the guy gave us (the managers number *** and the store number I got of Internet directory ***) they never answer the phone ever,can someone please tell me what do I do now, telkom needs to sort this out its the mistake of their staff, this is unexeptable service delivery I need that contract so I can get my phone back from adh ...