Telkom's terrible service

I am really frustrated and annoyed with Telkom SA my husband went to claim for a mobile phone because his was ****** in a taxi. They informed him to email ***. He then did with all the required documents and they sent him an email requesting again all required documents which he sent only to get the same results and now they are not responding. It's very disappointing because they are deducting money every month for the insurance of that phone and then turn around and give ****py service. I am expecting our first child and I need to get hold of him at all times because it's just the two of us at home. Telkom fix your ****py service and respond to his emails please he is currently using my email address ***