Sad Customer

I spoke to Sylvia dash on the 8th of December 2020 about the phone that i reported ****** on the 8th November 2019 (***)and till today i haven't received my phone. every month Telkom is debiting my insurance money but they are not willing to bring back my phone. I have send emails, calling but no one is willing to assist me . can someone tell me what to do because my contract with telkom is ending in may 2020