Telkom is bad staff.

I'm a customer at Telkom, late last year I bought a device and unfortunately the ******* stole it. I then went to a police station report it and close the device. Went to the store to follow my insurance claim and they told I can't because the debit order hasn't deducted yet so I must wait for the grace period to finish and then next month it will debit. Waited and submitted my claim and got a claim number but up until now I have not get my device back and I'm paying every month including insurance.