Customer in need of clarity

Hello Peter, this one is not a complaint it is actually something I need clarity with and I know that you are trusted when one need an urgent solution. My mother is a truworth customer for a longer period now. So she bought me a Samsung phone that cost about R5000.00 with her account, so an incident occured while I was intown at shoprite store parcel counter, when I was concentrating on leaving my luggage at the parcel counter there are two guys working together who actually caused disruption disturbing my 4 years old by covering his head with their backpack, and while I concentrate on the baby they search my bag and take the phone...it did not even have a month just 2 to 3 weeks. While at it they vanished in the crowd. Ran inside the store, they checked the CCTV footage and sees the incident, asked me to go and open a case with police to they can release the footage. I did and they also gave me an affidavit to take to where I bought the phone which is truworth. I did and the Cashier told me that they do not take anything and I asked so you wouldn't be able to help in anyway she said yes. "The Case is being investigated, the phone we are paying while it is not there". My question is, how do big stores like truworth get to help their customers in situations or incidents of this nature? Is there no other way of helping or meeting customers half way, it is not like I intentionally decided to be marked...and the way I needed that phone is also heart breaking, now I don't even have anything to work with and push since I am self employed. Maybe the Polokwane cashiers are not aware of other procedures or maybe....I mean I am just thinking that there could be help of some sort. Please I just need clarity and closure that indeed Truworth cannot do anything about this incident.