Telkom claim

Hi Peter It's siyabonga I have issues with telkom mobile. I lost my contract phone on the 21st of December. I reported at the police station made all docs that were required for insurance to get me a phone .up to this day l still don't have a phone .I'm told the imei number doesn't match the one they have in records.i had an honor x7b but now they telling me it's an honor 8 .I don't understand how