I need the phone urgently please

I’m very disappointed with the service I’m getting from TELKOM and their insurance partners TELKOM plus/ claim plus . I have a contract with them. Took two devices and on the 27th of September 2021 I lost my device. Was advised to submit my own claim which I had no problem with.

My claim was then approved with the claim number 0***2 . They requested I pay the access fee which I did. They first didn’t confirm my payment until I had to call them and they advised it will take 7- 14 working days for it to be delivered. I even took leave days so that I can receive my device at hand. Kind story short… over 2 months now going to 3 months still waiting on the delivery. When I call them they advised the device was returned back to the warehouse but they never called to confirm as per communication. When I try calling them now as soon as I give out my reference they hang up on me. They keep me on hold until one runs out of airtime and remembering that their lines are charged. They no longer reply to my emails too. They have cost me my data and airtime and they still debiting the money for the phone I don’t own.

I’m really not a happy customer at this point. They become friendly at the store level but from their offices they turn out not treating us as customers.