Claim number Sdp257 478

This is the second time being sent from pillar to post , coz of a claim still I REMAINE , not being given feedback if it comes its con contradictory.. I put a claim on the 6th up to now no comms ..I was even told by the shop when I registered claim, that I must call you so you come collect the phone coz lines where down.. To day I called to follow up after a text that u sent on 8th that you authorised my claim only to be told that nothing was approved. Can some one tell me what happening