Unhappy Client

My name is Lelethu Mti i a was not pleased with the way my query has been handled by Telkom, especially for me as loyal customer to them for YEARS. i have lost a phone and claimed from their insurance i was advised what procedure i needed to follow and i haave done all that, paid the access fee amount, 2weeks ago i got a notification saying my device has been sent, ever since then no one called with regards the delay, i have been calling since then being told device is on its ways and cannot be traced if how so i dont know and who is going to be liable responsible for that i dont know. Each time i call telkom i believe escalation needs to be done till matter has been resolved but guess what till now nothing has been done. Today i called them again on ***and spoke with Humna she advised me about system that is not working and that i find pathetic and none of my concern at this stage i need to be contacted urgently my cell number is *** alternatively ***