Telkom failed to deliver

I took a contract phone with Telkom 2019, the phone got lost and they request that I pay an excess fee and then after I had paid they offered me a cellphone with a value that's less than the previous phone I owned. I'm still paying for the lost cell phone and yet I haven't received a replacement, I have been waiting for 4 months now yet my request hasn't been delivered. If the issue doesn't get solved soon i will be forced to escalate the complaint to the ombudsman.