Telkom is the worst customer service mobile network

I purchased an Apple iPhone from the Telkom store in clearwater mall on year 2022. The phone is insured by FNB. After the phone was lost this week, I logged a request with Telkom to provide me with a copy of the purchase contract as requested by FNB Insurance. Both telkom stores in Clearwater mall has since been refusing to help me and sent me from pillar to post. They said they cannot retrieve the contract and sent me to drive to mall of Africa for help. The staff at mall of Africa said they can only retrieve contract for devices purchased within mall of Africa Telkom branch. I am left stranded as the copy of contract seems to be missing and Telkom is not forthright honest with me and rather sending me alway to chase the wind. This is the wordy experience after losing my phone, now there is a possibility I will b3 declined by the insurance as I do not have the required documentation