Phone claim

Hello Peter on the 3rd of October 2024 my was ****** from me , I logged a claim to Telkom on the 9th October 24 but till today I haven’t been helped on the 15th Oct I received an email stating that the claim has been declined and one of the consultants will call and explain but never did, I called and they told me it’s still under review with their assessor’s, one of the consultants told me that it’s taking long because they can’t see the usage of the phone when it was off and on again , they said their turn around time is 14 days for a claim and it has passed that now. I have been calling several times but given the same answer and I have been sending emails back and forth but still nothing . This is the reference number ***