Poor Service ever

My Wife Took a cellphone contract with Telkom in Germiston Golden walk, on a package of 2 phones and it happens that she got Attacked by ********s and they took the other phone. she went and report the case to police station and went to telkom to submit her claim at telkom and she submitted all the necessary documentation they requested on the date of 17 May 2023. she was told that, they claim takes 1 to 3 weeks to be resolved and to this date her claim has not being resolved and when goes to telkom, they always call their insuarance and there is no contract with the insuarance. my wife's name is Phuti Mpateng and her contact numbers is ***. please hello peter assist with this bad service we received from telkom.