Bad customer service and no feedback

Good day My contract cellphone was ****** on 24 September 2021 and I contacted customer service and they couldn't pick up my number or contract. I have been paying since September 2020 for the device and the insurance. I went into the Vangate Mall store yesterday and the consultant picked up my contract on someone's else's name. I was requested to send the proof of the contract and this was done but the information was not updated a week later. I have sent through the claim form with the ITC number and SAPS case number and I am still awaiting feedback. Please can someone assist as it has been 2 weeks with no feedback or updates.