Pathetic Service

I have reported a ****** phone year before last in November2019 on the 7th and till today , i haven't received my phone. I have reported that I was ****** and my Samsung Galaxy A71 was taken REF ***9.

It has already been 2 years since I reported the lost phone and I am paying the insurance every month.I have sent the emails and when i call the centre , the call centre agents drops my phone . I have never seen such a pathetic service and I am so angry because I am paying the insurance every month and no one is willing to assist me. Is anyone at telkom willing to assist me ?