Highly upset

My name is Jarmila Kozisek. And I have a contract with Telkom. I was ****** on 12 Dec 2020 and my phone was taken. I submitted my claim to insurance 2 days later as I had to block my phone and also open up a case at police station. They have been giving me the runaround since then but the money gets deducted from my account no issue. When u call them u stay on the line 4 longer than 20 minutes with no response. U e-mail them they take their own time to respond. They sent me a new form last week. I submitted the new documents last week Friday. They responded and asked for a statement. It’s been 4 days now since any1 called me regarding my phone and I mean it’s ridiculous. I’ve been so long without my phone,it’s so frustrating and they don’t give a damn as long as they deduct their money. I’m very upset.