Frustrated customer

Writing on behalf of someone else who is suffering without a phone. So last year. My boyfriend sent 3 phones for repairs via telkom. He did receive a email with a reference and email stating that he needed to pay a excess amount which at that time he did not have so he waited then he got ****** for the phone he was using and everything was lost including the reference on the phone's since then he had spent hours on the phone with telkom. Keeping in mind that this isn't a free call. He eventually gave up trying. So I am trying to help him. I spent hours on the phone waiting for a consultant only to be told that there is a high call volume and then when I finally do get to a consultant. I understand fully that no information can be given to me so I give the consultant all his details and he is yet to receive any response from Finrite. I have done this 3 times nw. I have also emailed the telkom escalations twice and there's just no response what so ever. The 3 phone's that where sent for repairs where 2 P30 lite n a P20 mate. He does not mind paying the excess as he is in need of a phone desperately and is suffering without a smart phone. I don't need to get any information on his accounts I just want someone to contact him so that this problem is resolved and he can get the phone's his paid telkom n finrite for. He can be contacted on *** and ***