Untruthful service

Good day. I contacted telkom customer services on 2018-07-22, spoke to Lungile Nagazi regards a SMS received from telkom stating that I had reached my data limit. I exquired about the 30GB, 10GB per month for three months that came with the upgrade on my P20 lite cellphone. She explained that my free me 1GB had been depleted and she could not see the free gigabyte on my profile but would lodge a complaint and return my call after 20min. Till now, I have not received a call back. I feel the information I received from her was misleading and untruthful and my reference number that I requested she told me is her name, surname and the date. So I contact customer services today, speak to Phunyo. I explain the call made on the 2018-07-22 and she informs me that came reference number with personal details of the customer services assistant is not a reference number. She informed me that no case has been logged but she would do so right away. I received a SMS with my case number. Then to my disappointing surprise, I hear that my cellphone insurance is still pending on my device. What I would like to know from telkom, what would happen to me in regards to my device being ****** if my insurance request is still pending. ..can telkom reassure me that my device will be covered?? I can't even contact finrite as I have no data and their calls are not toll free. Shocking service telkom!!!!!