Telkom contract phone - Claim

I lost my phone and submitted my claim on 23 Jan 2023 claim number 101662 .i have been calling for follow up since then. Every time I call am told I will get response within 24 hours. I also went to Vanguard mall were I was told to wait for call back. It's been almost 3 weeks now waiting and calling the call center with no help. I am very disappointed in the way Telkom has handled my situation. I pay my contract each and every month.